Last updated: [DATE]
This Refund & Cancellation Policy applies to purchases made through [WEBSITE URL], operated by [COMPANY NAME] (“we”, “us”, “our”).
We sell and deliver products within the European Union and the United Kingdom. This Policy is intended to comply with applicable EU and UK consumer protection rules, including the consumer right of withdrawal (in the EU) and the right to cancel (in the UK) for distance purchases.
1. Scope of This Policy
This Policy applies to the sale of computers, computer hardware, accessories and related electronic products purchased through our website.
This Policy explains:
- when you may cancel an order;
- how the EU right of withdrawal and the UK right to cancel work;
- how to return products;
- when refunds are issued;
- what exceptions may apply;
- how faulty or damaged products are handled.
2. Order Cancellation Before Dispatch
You may request cancellation of your order before it has been dispatched.
To request cancellation, please contact us as soon as possible at:
Email: [SUPPORT EMAIL]
Order reference: [ORDER NUMBER]
If the order has not yet been dispatched, we will cancel the order and issue a refund using the original payment method, unless otherwise agreed.
If the order has already been dispatched, you may need to wait until the product is delivered and then use your right of withdrawal or return procedure, where applicable.
3. Right of Withdrawal (EU) / Right to Cancel (UK)
If you are a consumer located in the European Union or the United Kingdom, you generally have the right to withdraw from (in the UK, cancel) an online purchase within 14 days without giving any reason. For goods, the 14-day period usually starts from the day you or a person designated by you receives the goods. This right applies under the EU Consumer Rights Directive and, in the United Kingdom, the Consumer Contracts Regulations 2013.
To exercise your right of withdrawal, you must inform us of your decision before the 14-day withdrawal period expires.
You may contact us by email:
Email: [SUPPORT EMAIL]
Company: [COMPANY NAME]
Address: [COMPANY ADDRESS]
You may use the following wording:
I hereby inform you that I withdraw from my purchase contract for the following order:
Order number: [ORDER NUMBER]
Ordered on: [DATE]
Received on: [DATE]
Customer name: [NAME]
Customer address: [ADDRESS]
4. Return Period After Withdrawal
If you withdraw from the contract, you must send the goods back to us without undue delay and no later than 14 days from the day on which you informed us about your withdrawal.
Returned products should be sent to:
[RETURN ADDRESS]
The goods must be returned complete, including accessories, manuals, cables, original components and, where reasonably possible, original packaging.
5. Condition of Returned Goods
You may inspect the goods in the same way you would normally be allowed to inspect them in a physical store.
However, you may be responsible for any reduction in the value of the goods caused by handling beyond what is necessary to check the nature, characteristics and functioning of the goods.
For computer equipment, this may include, for example:
- physical damage;
- missing components or accessories;
- damaged packaging where it affects resale value;
- removed serial number labels;
- signs of excessive use;
- software, operating system or BIOS changes beyond normal inspection;
- damage caused by incorrect installation, modification or handling.
6. Refunds
If your withdrawal is valid, we will refund the payments received from you, including the standard delivery cost where required by law.
We may withhold the refund until:
- we have received the returned goods; or
- you provide proof that the goods have been sent back.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed.
We do not charge a refund fee.
7. Return Shipping Costs
Unless otherwise stated or required by applicable law, the customer is responsible for the cost of returning goods after exercising the right of withdrawal.
If the product is faulty, damaged on arrival or incorrect due to our error, we will provide further instructions and may cover reasonable return shipping costs where required by law.
8. Exceptions to the Right of Withdrawal
The right of withdrawal (or to cancel) may not apply in certain cases permitted by EU and UK law.
For our products, this may include:
- custom-built computers made according to the customer’s specifications;
- specially configured or personalized products;
- products with customized hardware, software or operating system settings requested by the customer;
- sealed software, activation keys or digital products once unsealed or activated;
- products that cannot be returned in their original condition due to customer handling, damage or modification.
If a product is excluded from the right of withdrawal, this will be stated before purchase where applicable.
9. Faulty or Non-Conforming Goods
This Policy does not limit your legal rights if goods are faulty, damaged, not as described or do not work as expected.
Under EU rules, consumers have a minimum 2-year legal guarantee for goods that are faulty or not as advertised. In the United Kingdom, the Consumer Rights Act 2015 instead gives you a 30-day right to reject faulty goods for a full refund, followed by a right to repair or replacement; claims may generally be brought for up to 6 years in England, Wales and Northern Ireland (5 years in Scotland). Depending on the case, the seller may be required to repair, replace, reduce the price or refund the product.
If you believe your product is faulty or non-conforming, please contact us at [SUPPORT EMAIL] and provide:
- order number;
- description of the issue;
- photos or videos, if relevant;
- serial number, if applicable;
- proof of purchase.
We may ask you to return the product for inspection.
10. Damaged Products on Delivery
If your parcel arrives visibly damaged, please notify the courier where possible and contact us as soon as possible.
Please provide:
- order number;
- photos of the parcel;
- photos of the damaged product;
- delivery confirmation or courier report, if available.
Do not dispose of the packaging until the issue has been reviewed, as it may be needed for the delivery claim.
11. Incorrect Products
If you receive a product that is different from what you ordered, please contact us at [SUPPORT EMAIL].
If the mistake was caused by us, we will provide instructions for returning the incorrect product and arranging a replacement or refund.
12. Business Customers
If you purchase as a business customer, the consumer right of withdrawal may not apply.
Business purchases may be subject to separate commercial terms, warranty terms or contractual arrangements.
13. Contact
For cancellations, returns and refund requests, please contact:
[COMPANY NAME]
[COMPANY ADDRESS]
Email: [SUPPORT EMAIL]
Website: [WEBSITE URL]
