Returns policy

We want every customer to be happy with their purchase. This page covers your rights to return a unit, the process, and how refunds work. The rules differ slightly between online (delivered) orders and orders collected in person — both are explained below.

Online (delivered) orders — 14-day right to change your mind

If your order was delivered, you have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The period starts the day after you receive the unit. Within those 14 days you can cancel for any reason — you don't need to give a justification.

To cancel within 14 days:

1. 1. Tell us

   Email support@pc-repair.services or call us with your BACS reference. A simple "I'd like to return this" is enough — you don't need to explain why.

2. 2. Send the unit back

   You have 14 days from telling us to actually return the unit. It needs to come back in the condition you received it: in the original packaging where possible, with the charger and any included accessories, no extra cosmetic damage. Pack it well — couriers are not gentle with laptops.

   Return shipping is your responsibility for change-of-mind returns. We recommend a tracked, insured courier service. If you'd rather drop off at our workshop in person, that's fine too.

3. 3. We inspect and refund

   Once we receive the unit we test it, confirm it's in the condition expected, and issue a refund within 14 days. Refund goes to the bank account that paid the original BACS transfer.

Collection orders — distance-selling rules don't apply

If you collected the unit from our workshop in person, the 14-day cooling-off period does not apply by law (collection is not a distance sale). However:

• You're encouraged to inspect and power up the unit at the workshop before you pay or take it away — we always offer this
• Faulty items remain fully covered by the warranty and your statutory rights
• If you change your mind a few hours after collection, talk to us — we'll often agree a refund or exchange in good faith, but it's discretionary, not a statutory right

Faulty items — within the warranty period

If the unit develops a fault that's covered by the warranty, this is a separate process from a change-of-mind return. We'll repair, replace, or refund — and your rights here aren't subject to the 14-day clock. See the warranty page for the full claim process.

Within 30 days of purchase, you have a statutory right to reject the unit and get a full refund if it's genuinely faulty. We will not argue with this.

Conditions for a full refund on change-of-mind returns

For change-of-mind returns to qualify for a 100% refund, we ask that:

• You tell us within 14 days of receiving the unit
• The unit is returned within 14 days of you telling us
• It's in the condition we sent it — no additional scratches, dents, or marks
• The original accessories (charger, cables) come back with it
• You haven't installed software that materially affects the unit's resale value (e.g. you've activated a per-machine licence that we can't undo)

If the unit comes back in worse condition than it left, we may make a fair deduction from the refund to cover the loss in resale value. We'll explain any deduction in writing before processing the refund — there are no surprise charges.

Refund process and timing

• Refund method — bank transfer to the account that originally paid the BACS transfer. We don't refund to a different account or a card
• Refund timing — within 14 days of (a) receiving the returned unit and confirming its condition, or (b) for change-of-mind returns where the unit hasn't been received back, within 14 days of agreeing the refund
• Refund amount — full purchase price for in-condition returns within 14 days. Delivery fee is also refunded if the whole order is being returned. For partial returns or items returned in degraded condition, we'll explain the deduction

Items we can't take back

For hygiene and warranty reasons we can't accept the following back as change-of-mind returns:

• Units that have been physically damaged after delivery
• Units with software / data that you can't or won't remove (we can't legally erase your personal data without your consent, but we can't resell a unit with your data on it either — please factory-reset before returning)
• Items where the original packaging is missing AND the unit has been used beyond initial setup

Faulty items are always accepted regardless of the above — see the warranty page.

Need to start a return?

Email support@pc-repair.services with your BACS reference, or call +44 73 8474 0784 and we'll talk you through it.