At PC Bros Ltd, we strive to provide the highest quality products and services to our customers. However, we understand that there may be times when you need to return an item or request a refund. Our refund and return policy is designed to ensure that your experience with us is as smooth and fair as possible.
1. General Terms
- Eligibility for Returns: Returns and refunds are accepted only for products purchased directly from PC Bros Ltd. Products purchased from third-party retailers or resellers are subject to their respective return policies.
- Return Window: Items must be returned within 14 days from the date of delivery. After this period, we cannot accept returns or issue refunds.
- Condition of Products: To be eligible for a return, the product must be unused, undamaged, and in its original packaging. If the item is returned in a damaged or used condition, we reserve the right to refuse the return or issue a partial refund.
- Non-returnable Items: Certain products, such as custom-built PCs, software, or downloadable content, may not be eligible for return unless defective. Please refer to the specific terms for these products below.
2. Returns Process
If you wish to return an item, please follow these steps:
- Contact Customer Service: Email us at support@pcbrosltd.co.uk within the 14-day return window to initiate the return process. Include your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization: Once we have reviewed your return request, we will provide a Return Authorization (RA) number and instructions for returning the item. Returns without prior authorization will not be accepted.
- Packing the Item: Carefully pack the item in its original packaging, including all accessories, manuals, and documentation. If the product is damaged during return shipping due to inadequate packaging, we will not accept the return.
- Return Shipping: You are responsible for the cost of return shipping, unless the return is due to a defective product or an error on our part. We recommend using a tracked shipping service to ensure the safe return of your item.
- Inspection and Approval: Once the returned item is received, our team will inspect it to confirm it meets the conditions for return. If approved, we will proceed with the refund or exchange.
3. Refunds
- Refund Process: If your return is approved, we will process your refund to the original payment method within 7-10 business days. Please note that depending on your payment provider, it may take additional time for the refund to appear in your account.
- Partial Refunds: In certain cases, we may issue a partial refund if the item is returned in less-than-new condition (e.g., opened packaging, missing accessories, or slight damage).
- Restocking Fees: A restocking fee of up to 15% may be applied to returned items, depending on the condition and nature of the product.
4. Defective or Damaged Products
- Defective Products: If the product is defective, faulty, or not as described, we will offer a full refund, replacement, or repair. Please contact us immediately upon discovering the defect, and we will guide you through the return process.
- Damaged in Transit: If your product arrives damaged, please notify us within 48 hours of delivery, along with photographic evidence of the damage. We will arrange for a replacement or refund as appropriate.
- Manufacturer Warranty: Many products come with a manufacturer’s warranty. If you encounter an issue with a product after the return window has closed, you may be eligible for repair or replacement under the manufacturer’s warranty. Please refer to the warranty terms for specific details.
5. Exchanges
- Exchanges: If you would like to exchange an item, please contact us within the return window. We will process the exchange based on availability and the condition of the returned product. If there is a price difference, we will charge or credit your payment method accordingly.
- Custom-Built PCs: For custom-built PCs, exchanges are not generally accepted unless the product is defective or damaged. We will work with you to resolve any issues related to custom orders on a case-by-case basis.
6. Non-returnable Items
The following items are non-returnable and non-refundable:
- Custom-built PCs, including PCs made to specific customer specifications.
- Software, digital downloads, and licenses once activated.
- Opened or used consumable items (e.g., cables, peripherals, etc.).
- Gift cards or vouchers.
- Any items marked as “final sale” at the time of purchase.
7. Shipping Fees
- Original Shipping Fees: Shipping fees are non-refundable unless the return is due to a defect, damage, or error on our part.
- Return Shipping Fees: You are responsible for the return shipping cost, except in cases where the product is defective, damaged, or incorrect.
8. Canceling an Order
If you wish to cancel an order before it has shipped, please contact us as soon as possible. If the order has already been processed or shipped, it will fall under our return policy instead. Custom orders cannot be canceled once the manufacturing process has started.
9. Contact Us
If you have any questions or need assistance with a return or refund, please reach out to us at support@pcbrosltd.co.uk. Our customer support team is available to guide you through the process and ensure a smooth resolution.