Returns and Cancellation

Last updated 7 October 2026.

What you get back

• Unopened, sealed, complete, in its original packaging: the price you paid, and the standard delivery if you cancel the whole order.
• Opened but not used, fitted or installed, and complete: the price you paid.
• Used, fitted, installed, marked, damaged, or with anything missing: the price less the loss in value, up to the full price. Parts that have been fitted cannot be sold as new, and usually cannot go back to our suppliers: for these the deduction is often the whole price.
• Software or a licence key that has been opened or revealed, and computers built to order: no refund for a change of mind.
• Faulty or not as described: your legal rights, below. Nothing on this page takes them away.
• Sent back without a return number: not accepted. Tell us first (the form, an e-mail or a phone call) and we will give you one.

We keep a record of every return. We may decline future orders from anyone who regularly returns goods without good reason, or whose returns do not match what the form said.

Your right to cancel an order placed on the website (14 days)

If you are a private customer and you bought from us online, by phone or by email, you can change your mind and cancel the order without giving a reason, within 14 days of receiving the goods (the Consumer Contracts Regulations 2013). If your order arrives in several deliveries, the 14 days start when the last item arrives.

To cancel, use our returns form. You can also tell us by email ([email protected]) or phone (01905 673738): that counts as cancelling too, and we will make the return for you. Either way you get a return number by email.

Please do not post anything until we have emailed you a return number, and write it on the parcel. A parcel with no return number is not accepted: we do not process it, we keep it safe for 28 days and tell you if we can, and after that we may dispose of it or sell it. You then have 14 days from our email to send the goods back (if we are slow to reply, your time is extended by the same amount).

Send them tracked and insured, in the original packaging with everything that came with them, and keep your proof of postage. Unless the goods were faulty or not as described, you pay the cost of returning them, and they stay at your risk until they reach us. Any replacement or exchange is a new order, with delivery charged as normal.

The condition of the goods: you may open and try goods as you would in a shop. If you have handled them more than that (for example fitted or installed a part, used it, damaged it, or kept back parts or accessories), the goods lose value and we deduct that loss in value from your refund, up to the full price. We inspect every return, take photographs, and tell you what we found. The form asks you to describe the condition honestly.

Computers and devices: before you send one back, please remove your personal information and accounts, and tell us any passwords we need. We cannot be responsible for personal data left on a returned device.

Your refund

We refund the price of the goods and the standard delivery charge you paid, within 14 days of getting the goods back (or of you showing proof that you sent them). We refund to the card or method you paid with. The refund is made after we have received and inspected the goods, and goes back to the card or method you paid with. If the goods have lost value because of how they were handled, we deduct it, and tell you what we found.

What cannot be cancelled

• Computers we build to order (every build on our website marked Built to order: our ready-made builds, refurbished builds and builds to your own specification). We buy the parts for you after you pay and then build your computer, so it is made to order for you and is exempt from the 14-day right to cancel (the Consumer Contracts Regulations 2013). We say this on the product page and at checkout, before you pay. We are fairer than the law needs: you can cancel for a full refund until we have ordered your parts. After we have ordered them, and before we start building, if we agree to cancel we keep only the costs we have properly had (a supplier restocking charge, the cost of sending parts back, loss in value, and our time ordering and returning them), and never more than 20% of the price you paid. Once we have started building there is no refund unless the computer is faulty or not as described. They are always covered if they are faulty or not as described. A computer we have already built and hold in stock, with no parts to order, is not made to order, so it keeps the normal 14-day right to cancel above. Everything is explained in our Custom Build Terms.
• Software, licences and media once opened (a Windows licence key that has been revealed or used, sealed software or discs that have been unsealed), and anything that cannot be returned for hygiene or safety reasons.
• Repairs and services: once we have started a repair or service at your request within the 14 days, you pay for the work done so far if you cancel. We will tell you before we start.

If something is faulty or not as described

Please use the returns form and choose “faulty”, so we have the details and can give you a return number. If it is faulty, we pay the reasonable cost of sending it back to us, and repair, replacement and sending it back to you are free.

By law, goods must be of satisfactory quality, fit for their purpose and as described (the Consumer Rights Act 2015). Nothing in our terms or this page takes those rights away.

• Within 30 days of delivery you can reject faulty goods and get a full refund.
• Within 6 months, if the fault was there when you received the goods, we will repair or replace them, or if that is not possible give a price reduction or refund.
• After 6 months you may still have rights, but you may need to show the fault was there from the start.

Our warranty on custom-built computers and refurbished goods is in addition to your legal rights. Please contact us first so we can put it right quickly: 01905 673738.

Orders you collect from our shop

Collection orders are covered in the same way. If you decide not to collect, tell us as soon as you can. If goods you ordered are not collected within 14 days of the collection date we agreed, we may cancel the order and refund you, after taking off any costs we have had because of the cancellation, if the law allows.

Repeat returns

We may decline future orders from a customer who regularly returns goods without good reason, or whose returns are not in the condition described on the form. This does not affect your legal rights on an existing order.

Business customers

If you buy as a business, the 14-day right to cancel and the Consumer Rights Act do not apply. Our Terms and Conditions apply, and we will always try to treat you fairly.

Complaints

If we get something wrong, please tell us and give us the chance to put it right. Ring 01905 673738 or email [email protected].