Returns and Refund Policy

Our refund and returnsReturns and Refund Policy – Online Consumer Sales Only

At Cheap Laptops UK, we are committed to providing our customers with a straightforward and hassle-free shopping experience. However, we understand that there may be times when you need to return a product. This policy outlines how returns and refunds are handled. Please read this carefully to understand your rights and obligations.

1. Products Purchased via Amazon or eBay

If you purchased your products through Amazon or eBay, please refer to the returns information provided on those platforms. For business customers, please contact us directly for assistance.

2. Your Legal Rights

Nothing in this Returns Policy will affect your statutory rights under UK law in relation to faulty or misdescribed goods.

3. How to Return Products

To arrange a return, please contact our customer service team at customerservice@cheaplaptopsuk.co.uk. In your email, include your name, order number, product details, and the reason for return. If the product was damaged during delivery, please attach photographic evidence of the damage.

You are responsible for returning the item using a tracked delivery service to ensure that delivery is confirmed. We cannot be held liable for any products lost or misplaced during transit. It is important that all returned items are in their original packaging and include all accessories and documentation. Software keys, once delivered (either digitally or by post), cannot be returned for a refund.

4. Return Conditions

Unused products: All items must be unused, in new condition, and returned with the original packaging, including any accessories.
Faulty or misdescribed products: If you believe your product is faulty, contact us for a pre-paid returns label. Once the item is received and inspected, we will confirm the fault before processing your refund or providing a replacement.
Damaged products: If an item is damaged on delivery, you must email us with photographs of the damage immediately.

Please note: We cannot accept returns for any products that have been used, installed, or had data input, unless the item is faulty.

5. Delivery Services for Returns

We use Royal Mail 48 Hour Service, Royal Mail First Class Signed For, and other reputable couriers for deliveries within the UK. For international customers, we will arrange an appropriate courier service with tracking.

6. Change of Mind – All Products

You have the legal right to change your mind within 14 days of receiving your order. If you wish to return a product because you have changed your mind, you must notify us within 14 days of receiving the product and return the item within 14 days of informing us. All products must be returned in new, unused condition, with their original packaging and all accessories. If the product is not returned in this condition, we may reduce the refund amount to reflect any loss in value.

Any free gifts or promotional items included with your order must also be returned to ensure a full refund is processed.

7. Refund Process

Once we receive the returned item, we will inspect it and process your refund within 14 days via your original payment method. The refund will exclude delivery costs unless the return is due to a fault or misdescription. Please note that we may reduce the refund if the item has been handled in a way that would not be permitted in a shop, such as opened packaging or signs of use.

If any software has been claimed as part of your purchase, we may also reduce your refund to reflect the value of the claimed software.

8. Faulty Products

If your item is faulty, please contact us immediately. We will arrange for the product to be returned, inspected, and tested. If the fault is confirmed within 14 days of delivery, you may choose a full refund, repair, or replacement.

If a fault develops between 14 days and 12 months after delivery (unless otherwise covered by a manufacturer’s warranty), we will offer a repair or replacement. If a repair or replacement is not possible, you may choose to receive a partial or full refund.

Please note that some products may be covered by an extended warranty offered by the manufacturer. In such cases, we will advise you on how to proceed with a warranty claim.

9. Returns Packaging Guidelines

When returning any product to us, it is your responsibility to ensure that it is properly packaged (preferably in the original packaging) to prevent any damage during transit. All accessories and documentation received with the product must also be included.

We cannot accept returns where the serial number or other identifying marks have been removed, as this prevents us from verifying the product was purchased from us.

10. If You Change Your Mind – Customisable/Bespoke Products

For most products purchased online, you have the legal right to change your mind within 14 days. However, this does not apply to customised or bespoke products, including custom-built PCs. When ordering a custom PC, please ensure all details are correct before placing the order. If you need to cancel your custom-built PC order after it has been placed, we reserve the right to charge a 10% restocking fee. If you wish to make changes to a custom order, there will be a £100 change fee.

11. When the Right to Change Your Mind Does Not Apply

The right to change your mind does not apply to the following items:

Opened or used DVDs, CDs, memory cards, or software (including games).
Software Product Activation Keys where the silver strip has been damaged or removed.
Unsealed headphones/headsets, for hygiene reasons.
Any products specially ordered for you that are not part of our general stock.

12. Refunding You When You Change Your Mind

Once we receive the products back from you, we will issue a refund (minus any applicable deductions as mentioned in “If You Change Your Mind”). Refunds will be made via your original payment method within 14 days of receiving the returned product.

The maximum refund for delivery costs will be based on the least expensive delivery method available. For example, if you chose a faster, more expensive delivery option, we will only refund the cost of the cheaper delivery method.

Any service charges, such as priority build fees, will not be refunded.

13. Faulty Products – Standard Items

All products are covered against hardware faults for 12 months from the date of delivery. If a product is faulty, please return it for inspection and testing. If the fault is confirmed within 30 days of delivery, you may request a full refund, repair, or replacement. If the fault develops after 14 days but within 12 months, we will offer a repair or replacement, and if that is not possible, you may receive a partial or full refund.

This guarantee does not cover fair wear and tear, deliberate or accidental damage, or any customisation or alteration to the product. The guarantee does not cover software or software-related faults.

14. Damage in Transit

If your items were damaged during transit, please notify us within 2 working days. If the item was visibly damaged on delivery, you may refuse the delivery. You may choose either a replacement or a full refund, which will be processed once we have received the returned item.

15. Item Missing or Incorrect Item

If an item is missing from your order or the wrong item has been sent, please contact us as soon as possible, and we will resolve the issue promptly.

Last revised on 19/10/2024