Returns & Refund Policy

This Returns & Refund Policy applies to purchases made from PCCustomizer Ltd, trading as PCCustomizer, through our website.

Company: PCCustomizer Ltd
Trading name: PCCustomizer
Website: www.pccustomizer.co.uk
VAT Number: 436711106

1. Your Statutory Rights

Nothing in this policy affects your statutory rights. If an item is faulty, not as described, or not fit for purpose, you may be entitled to a refund, repair, replacement, or other remedy under UK consumer law.

2. Change of Mind Returns

If you purchased online, you have the right to cancel your order within 30 days of receiving your item, without giving a reason.

After notifying us that you wish to cancel, you then have a further 14 days to return the item to us.

To request a return, please contact us with your order number, name, email address, and reason for return.

3. Condition of Returned Items

Items must be returned in a reasonable condition, with all accessories, manuals, chargers, cables, packaging, and any included items supplied with the order.

You are allowed to inspect the item in the same way you would in a shop. However, if the item has been used beyond what is necessary to inspect it, damaged, altered, or returned with missing parts, we may make a reasonable deduction from the refund to reflect the loss in value.

4. Electronics, Laptops, Computers and Data

For laptops, desktops, tablets, phones, storage devices, or any product that can store personal data, you must remove all personal files, passwords, accounts, security locks, and activation locks before returning the item.

PCCustomizer Ltd is not responsible for any personal data left on returned devices. Returned devices may be reset, wiped, inspected, tested, repaired, or refurbished as part of our returns process.

5. Software, Licences and Digital Products

Where a product includes software, licence keys, activation codes, digital downloads, or pre-installed software, returns may be refused or reduced in value if the software, licence key, or activation code has been used, redeemed, disclosed, copied, or activated.

This does not affect your rights where the item is faulty or not as described.

6. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incomplete, or different from what you ordered, please contact us as soon as possible with your order number, details of the issue, and photos or videos where applicable.

If the product is confirmed to be faulty, not as described, or not fit for purpose, we will offer the appropriate remedy in line with your statutory rights. This may include a repair, replacement, refund, or partial refund, depending on the circumstances.

If a fault is reported within the short-term rejection period, you may be entitled to reject the item and receive a refund. After this period, we may have the right to inspect, repair, or replace the item first.

7. Refurbished, Used, Open Box and “Sell As Is” Items

Some products sold by PCCustomizer Ltd may be listed as refurbished, used, open box, graded, clearance, or “Sell As Is”. The condition of these items will be described on the product page where applicable.

Cosmetic marks, signs of previous use, missing retail packaging, or other clearly described condition issues are not treated as faults if they were disclosed before purchase.

However, your statutory rights still apply. If the item is faulty, not as described, or not fit for purpose, please contact us so we can review the issue.

8. Return Shipping Costs

For change of mind returns, the customer is responsible for the cost of returning the item unless we agree otherwise.

If the item is faulty, damaged, incorrect, or not as described, we will cover the reasonable return postage cost or provide return instructions.

We recommend using a tracked and insured delivery service when returning items, especially high-value electronics. You remain responsible for the item until it is safely received by us.

9. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome of your return request.

Approved refunds will be processed back to the original payment method. Refunds are normally processed within 14 days of us receiving the returned item.

Where applicable, we will refund the standard delivery cost paid at the time of purchase. If you selected a more expensive delivery option, only the standard delivery amount may be refunded.

10. Items That Cannot Be Returned for Change of Mind

Some items may not be eligible for change of mind returns, unless they are faulty or not as described. These may include:

• Custom-built or personalised computers made to your specification;
• Digital downloads, licence keys, or software codes that have been used or revealed;
• Sealed software, media, or activation products once unsealed;
• Items damaged by misuse, accidental damage, unauthorised repair, or modification;
• Items returned with missing accessories, parts, serial numbers, or security labels.

11. Inspection and Testing

Returned electronics may be inspected and tested before a refund, repair, or replacement is approved. If no fault is found, or if the issue was caused by misuse, accidental damage, software changes, user error, unauthorised repair, or physical damage, we may reject the return or offer a paid repair option.

12. How to Start a Return

To start a return, please contact us with the following information:

• Your full name;
• Your order number;
• The item you wish to return;
• The reason for return;
• Photos or videos, if the item is faulty, damaged, or incorrect.

Please do not send items back without contacting us first. We will provide the correct return instructions.

13. Contact Us

For returns, refunds, or product issues, please contact PCCustomizer Ltd through the contact details provided on our website.

PCCustomizer Ltd
Trading as PCCustomizer
Website: www.pccustomizer.co.uk
VAT Number: 436711106

Last updated: May 2026