Returns Policy (online consumer sales only)
Nothing in this Returns Policy will affect your legal rights in relation to faulty or misdescribed goods.
If you change your mind
For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. If you wish to return unwanted products, you must let us know that you want to return them within 14 calendar days from the day after delivery.
Returned products must be in their original packaging, include all accessories, be in "as new" condition and must not have been used, installed or had any data input onto them.
Any free gifts which were included with your order must also be returned.
Our right to reduce your refund
Please note that we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. For example, if you have opened the packaging of a product and as a result we cannot re-sell the product at full price.
If you have returned your product, but before doing so you claimed any software that is included with your product, we may also reduce your refund to reflect the benefit you have received from claiming the software.
When the right to change your mind does not apply
The right to change your mind does not apply:
- if the seal has been broken on any DVDs, CDs, memory cards or software (including games).
- if the silver strip on the back of your Software Product Activation Key card has been partially or completely damaged or removed.
- to unsealed headphones/headsets, for hygiene reasons.
- if you have asked us to order a product for you specifically, and the product is not in the range of products we generally offer.
Refunding you when you have changed your mind
Once we have received the products back from you, we will give you a refund for the cost of the product (subject to any deductions set out in "If you change your mind" above). Your refund will be by the method you used for payment. You will receive your refund within 14 days from the day on which we receive the product back from you.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option. If your order was eligible for free delivery, then no refund for delivery will be made.
Please also note that charges for services that have already been provided (such as priority build charges) will not be refunded.
If the returned item(s) affect any promotional discount or offer then this will be adjusted in your refund. Accessories and promotional items are part of the order and must be returned to ensure a full refund is given.
If products are faulty
All products are guaranteed against hardware faults for a period of 12 months from the date of delivery. If an item is faulty, please return it to us so that we can inspect and test it. Please see "How to Return Products" below.
Please note that this guarantee does not extend to:
- defects that arise as a result of fair wear and tear, damage caused by you or another user to the products (whether deliberate or accidental), or your failure to look after the products properly
- where you use the product in a way we do not recommend, or you do not follow our instructions in relation to the product
- where you have customised or altered the products without our prior written approval.
Any such damage, use, customisation or alteration will invalidate your warranty.
The guarantee also does not cover software or faults that arise as a result of the use of software.
Before you return a product for testing, please make sure that you have backed-up your data. If it is not possible to repair the defect, your data may be lost.
If you let us know about the fault within 30 days of delivery, and inspection and testing shows that the item is faulty, you have a choice of a full refund, or to have the product repaired or replaced.
If a fault arises between 30 days and 12 months of the date of delivery, again please return the product to us so that we can inspect and test it. If faulty, in most cases it will be proportionate for us to repair it. If it is disproportionate to repair it, we will replace it instead.
If it’s not possible for us to offer a repair or replacement, or if after a repair or a replacement the fault is not resolved, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
Sometimes manufacturers provide support direct to end users. The main reason for this is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your issue will invariably be dealt with a lot quicker.
PC systems and motherboard bundles
Your rights are the same as set out in "Standard Products" above, with the exception that PC systems and motherboard bundles are guaranteed for 1 years from the date of delivery (unless stated otherwise in the invoice). The same exceptions to this guarantee as set out in “Standard Products” above also apply.
If products are misdescribed
If the product does not meet its description, if you let us know within 30 days of delivery you can choose either a replacement or full refund (via your original payment method), which we will process once we receive the product back from you. If you let us know after 30 days, you will be entitled to a replacement. If it's not possible for us to offer a replacement, or if after a replacement the misdescription is not resolved, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.
How to return products
To return products please contact us by clicking this link and we will arrange with you the best way for us to receive the item, either by you bring it to us or by us collecting it from you or in some cases using a transportation.
For any products, if you are returning them because you have changed your mind, you must return the products to us within 14 days of telling us you no longer want them.
The return is at your cost. If you choose to use your own courier, please ensure you use a reputable provider and a recorded delivery service as you are responsible for the products until we receive them. We will not be responsible for products that are damaged or lost in transit before they reach us. You may wish to insure more expensive items.
When returning products to us (regardless of the reason), it is your responsibility to make sure that the products are properly packaged (ideally in the original packaging). Products should be returned with all accessories and documentation.
Unfortunately, we cannot accept any returns where the serial number and/or other identifying marks have been removed. Without these, we are unable to confirm that the product that is returned was purchased from us.
Returning items that have been tested and are not faulty
If we test a returned item and it is found not to be faulty, we will return the item to you at your cost.
Damage in Transit
If any items were damaged in transit, we ask that you report it to us as soon as reasonably possible and within 5 working days. If the items are visibly damaged on receipt, please refuse the delivery and contact us to let us know.