Refund policy

Warranty and Return Policy

Effective Date: 22/07/2024

Purpose

This policy ensures transparency and provides a clear overview of our warranty and return processes.

Scope

This policy applies to all customers and transactions involving the sale of goods by We Build The Perfect PC For You Ltd.

Warranty Coverage

  • Duration: Your warranty is valid from the day of purchase for up to three years, beyond the initial 30-day period.
  • Part Failures: If any component of your PC fails during this time, we will arrange for the collection of your PC at no cost to you. We will thoroughly test and investigate the issue, replace any necessary parts, and return the PC to you free of charge.
  • Exclusions:
    • The warranty covers hardware defects and failures but does not include:
      • Accidental damage (e.g., drops, spills).
      • Improper use, such as overloading the system or neglecting maintenance.
      • Unauthorized modifications, including physical alterations or overclocking.
      • Software-related issues, such as operating system errors or third-party software conflicts.
  • Diagnostic Fees: If diagnostic tests reveal that the issue is caused by user error or software conflicts, a diagnostic fee of £65 will apply before repairs proceed.
  • Warranty Transferability: Warranties are non-transferable and apply only to the original purchaser.

Returns and Cancellation

There are two separate ways to send a PC back, and they work differently. Route A is your legal right and always applies. Route B is an extra window we choose to offer on top of it. Where both could apply, you may use whichever suits you better. Neither affects your rights if the PC is faulty.

A. Your 14-day right to cancel (the law — always applies)

  • The right: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel within 14 days of receiving your PC, for any reason, without explaining why. Tell us using our online cancellation form — name, email address and order number. We acknowledge every request by email.
  • No packaging condition: You do not need the original packaging, and the PC does not have to be unused. You may handle and inspect it as you reasonably would in a shop.
  • What we refund: The full price you paid, plus any standard outbound delivery charge. UK delivery is free, so there is nothing extra to add back.
  • The only deduction we may make: If the PC’s value has been reduced by handling that goes beyond checking what it is and how it works — for example sustained use, damage, missing components or modification — we may reduce your refund to reflect that loss. Opened or slightly marked packaging on its own is never a deduction, and we will always tell you the amount and the reason.
  • No restocking fee: A restocking fee does not apply to a 14-day cancellation.
  • Returning it: Send the PC back without undue delay and within 14 days of telling us. You arrange and pay for return carriage, and it should be tracked and insured.
  • When you are refunded: Within 14 days of us receiving the PC back, or of you giving us proof you sent it, whichever comes first.

B. Our 30-day goodwill return (extra, beyond your legal rights)

  • 30-day window: Beyond the statutory 14 days we still accept change-of-mind returns started within 30 days of delivery. After 30 days we do not.
  • Condition: The PC must be unused and complete, with all original packaging, accessories and components. Slight wear to the outer box on its own does not affect your refund.
  • If it comes back used or incomplete: Where a PC is returned used, damaged, incomplete or modified, we may deduct from the refund to reflect the loss in value, up to 50% of the price, or decline the return and send the PC back to you. We tell you the amount and the reason before refunding.
  • Return carriage: You arrange and pay for it, tracked and insured.
  • Inspection: Every return is inspected before a refund is issued.
  • Standing: Route B is our own offer, given voluntarily. It does not limit Route A and does not affect your rights if the PC is faulty.

Additional Policies

  • Transit Damage: If your PC arrives damaged, please report it within 48 hours with photographic evidence to initiate a claim.
  • Post-Warranty Support: After the warranty period, we offer paid diagnostics and repair services at a discounted rate for our customers. Contact us for more information.
  • Return Shipping Responsibility: For verified hardware defects, return shipping costs will be covered by us. For non-warranty issues or user-caused damages, customers are responsible for return shipping costs, including tracking and insurance.
  • Processing Times: Repairs or replacements are typically processed within 5 working days from receipt of the product. Any delays during peak periods will be communicated promptly.
  • Handling Abusive Claims: Fraudulent or abusive claims, such as intentional damage or misuse of return policies, may result in claim denial and potential account suspension.
  • Handling Excessive Use: Where a PC comes back showing use, damage or modification, the deduction is worked out under Route A or Route B above, depending on which one you used. We tell you the figure and the reason before refunding.
  • Inspection Requirement: All returns are subject to inspection to determine eligibility for a refund or return processing.
  • Order Cancellations: You may cancel at any time before we begin building or dispatch your PC, for a full refund. Once your PC has been delivered, Route A and Route B above apply — your statutory 14-day right is not affected by the build having started.

Customer Satisfaction

We are confident in the quality of our products and are committed to ensuring your satisfaction. If you have any concerns or questions, our team is here to help.

Contact Information

For any warranty or defective item concerns, please contact our customer service team: