Returns and refunds

Changed your mind, or has something arrived faulty? Here is what to do, what it costs you, what condition goods have to come back in, and how long the money takes to reach your bank.

Last updated 9 September 2026

1. Thirty days to change your mind

You have 30 days from the day the goods are delivered to tell us you want to send something back. You do not have to give a reason and there does not have to be anything wrong with it.

There is nothing on this site you cannot return. No item is excluded, nothing is sold as final, and opening the box does not cost you the right — section 3 draws the line between opened and used, and draws it in your favour.

The 30 days are counted to the day you tell us, not the day the parcel gets back here. Email us on day 29 and you are inside it. You then have a further 14 days to post it.

If your order arrived in more than one parcel, the 30 days run from the day the last item arrived, so you are never caught out by a split delivery.

Three conditions come with this offer, and they are here because it is our own offer rather than something the law obliges us to give:

• everything comes back — the item, its own box, the anti-static bag or foam, cables, adapters, brackets, screws, the stand and the paperwork;
• it comes back complete and undamaged, so we can sell it again;
• the postage to send it back is yours to pay.

If an item has had more use than that, we will still take it back. The refund is then reduced to what the item is now worth, and we tell you that figure and how we reached it before we take anything off. Again, section 3.

The first 14 of those 30 days are better than the rest, because the law adds to them: no conditions beyond ordinary examination, and the outbound delivery comes back as well. That is section 4, and it is worth reading before you decide when to email.

If your order has not been sent yet you do not have to wait for it. Email us with your order number and we will stop it and return everything you have paid, delivery included, in full.

2. How to send something back

1. Email us. Put your order number in the subject line together with one of these words: CHANGE OF MIND, FAULTY, DEAD ON ARRIVAL or WRONG ITEM. That one word decides the route and who pays the postage, and it saves a day of email.
2. Say which items are coming back, and for a fault, what actually happens. A photograph or a fifteen-second video settles most cases the same day rather than three weeks later when a parcel arrives.
3. Wait for our reply. We send you the return address and a return reference to write on the outside of the parcel. Where we are paying, we send a prepaid label or agree the postage with you first. A parcel that turns up with nothing on it to identify it is very hard to match to an order, and yours is the one that waits. If you have already posted it, send us the tracking number and we will go and find it.
4. Pack it properly. The item in its own box, with its bag or foam and all its accessories, and that box inside a second one. A graphics card posted in its retail box alone usually arrives damaged, and that damage does come off the refund.
5. Post it within 14 days of telling us, by a tracked service, insured for what it is worth, and keep the receipt. Until it reaches us it is your parcel. Where we are paying, use the label or the service we agreed, not a faster one nobody asked for.
6. We check it and pay you. We email you what we are refunding and why before the money moves, so there are no surprises in your bank statement.

3. Opened is not used

You are welcome to open the box. You cannot tell whether a card suits your machine, or whether a screen is the right size for your desk, through cardboard. Handling something the way you would handle it in a shop costs you nothing at all, and here is what that covers:

• the outer box opened and the seals broken;
• the item taken out, looked at, and held against the case or the desk;
• a card out of its anti-static bag and offered up to the slot;
• a screen unpacked, the stand fitted and the film peeled off, plugged in and switched on;
• a card fitted and run once to see whether it works. That is not using it. That is how you find out whether it works, and we do not deduct anything for it as long as it comes back clean, complete and unmarked.

What is more than that, and what can reduce a refund, is an item that has been lived with rather than tried:

• dust drawn through a heatsink, which shows a card has run for a good deal longer than a test;
• a cooler taken off, or thermal paste replaced;
• scratches on the gold contacts of the edge connector, or a bent bracket;
• a flashed or modified BIOS, or a hardware modification of any kind;
• scratches or pressure marks on a panel, or scuffs on a stand and its foot;
• a missing cable, bracket, screw, adapter, bag or box.

Where we do have to make a deduction, it is the difference between what we sold the item for and what we can now sell it for. On a card that has been fitted and run for weeks that is typically 10% to 25% of the price. We email you the figure and the reason, and we do not take it off until you have seen it. If you would rather have the item back than the reduced refund, say so and we will post it back to you free of charge.

None of this applies to a fault. A faulty item comes back at our cost and is refunded in full whether you fitted it, ran it or took it apart trying to make it work.

4. Your legal right to cancel: the first 14 days

If you are a consumer buying in the United Kingdom, the Consumer Contracts Regulations 2013 give you a right to cancel anything bought at a distance. It sits inside our 30 days, nothing on this page can cut it down, and in three ways it gives you more than our own offer does.

• The outbound delivery comes back too — the delivery you paid on the way out. Our own 30-day offer refunds the price of the goods and not the delivery. This right refunds both, where the whole order is cancelled.
• You may handle the goods as you would in a shop, and there is nothing further we can ask of you. Take it out, plug it in, switch it on, look at it.
• We do not make you wait for the parcel to arrive. We refund within 14 days of the goods reaching us, or within 14 days of your sending us proof of postage, whichever comes first.

The timings are 14 days from delivery to tell us you are cancelling, and 14 days after that to send the goods back. No reason is needed and none is asked for.

What does not change is the return postage. On a change of mind it is yours to pay in the first 14 days exactly as in the other sixteen. We are telling you that here, before you buy, because that is the only way it can be so.

And one honest limit. Even inside these 14 days, handling that goes well beyond what a shop would have allowed can reduce the refund by the amount the value has actually dropped. That is the law and not our small print, and section 3 says exactly what we count and what we do not.

If you live in the United States this particular right is not yours, and section 11 says plainly what you have instead.

Model cancellation form

You may use this form if you want to, and you do not have to. An email saying you have changed your mind does exactly the same job, and so does anything else that makes it clear — a letter, a telephone call followed by an email. It is here because the law says it must be available to you, and because some people would rather fill in a form than compose a message.

5. The routes side by side

6. If something is faulty

A fault is a different thing from a change of mind and it runs on different rules. You pay nothing, in either direction, and nothing in section 3 is deducted.

It arrived dead

Electronics fail out of the box. It is nobody's fault and it should not cost you a fortnight of argument, so this one has its own route.

If something has never worked — a card that gives no picture in a machine that was working an hour earlier, a screen that will not light — email us within 14 days of delivery with DEAD ON ARRIVAL and your order number in the subject line. Then:

• we reply by the end of the next working day;
• we send you a prepaid return label, or agree the postage with you and pay it, from the United Kingdom and the United States alike;
• if we have another one in stock, the replacement goes out as soon as you have posted the faulty one and sent us the tracking number. You do not wait for it to reach us and be tested;
• if we have not got another, you choose between waiting and a full refund, and we tell you the date we expect stock rather than asking you to wait blind;
• you can take the full refund instead of a replacement at any point. It is your choice.

Before you email, section 8 lists the handful of things that look exactly like a dead graphics card and are not one. It is worth thirty seconds: if it turns out to be one of those, you have a working machine tonight instead of in a fortnight.

The first 30 days: your right to reject

For 30 days from delivery, anything faulty entitles you to a full refund. Not a repair. Not a replacement unless you would rather have one. Your money back, the outbound delivery with it, and the return postage ours.

This is a separate right from the 30 days at the top of this page, and the two are only a coincidence of numbers. The one at the top is our own offer, for changing your mind. This one is the Consumer Rights Act 2015, and it is about faults.

After 30 days

The first move is then a repair or a replacement, and you may ask for either. We will tell you honestly which is quicker before you choose. If the repair or replacement fails, or it cannot be done in a reasonable time without real inconvenience to you, you can have a refund; after the first six months that refund may be reduced to reflect the use you have had. We pay the postage both ways whichever route it takes.

For the first six months after delivery it is for us to show that an item was not faulty when it reached you. After six months it is for you to show that it was. In practice a photograph, a short video or a plain description of when it started is enough to open the conversation; we do not ask people to buy reports to prove things.

If we sent the wrong item

Tell us and the right one goes out at our cost. We pay for the wrong one to come back and we do not wait for it to reach us first. You will not be out of pocket at any point.

If we cannot make it fail

Occasionally an item comes back and works perfectly on the bench. When that happens we tell you exactly what we tried and for how long, and we will test it again with your own settings if you tell us what they were. If it still will not fail we send it back to you at our cost, with an explanation rather than a form letter. What we will not do is keep both the item and the money. If you are still inside the 30 days you can turn it into a change-of-mind return instead, and then only the postage is yours.

7. Screens: dead and stuck pixels

Every panel maker sets a number of faulty pixels below which a screen is not treated as faulty. So do we. Here it is in numbers, before you buy rather than after.

Three words first, because they mean different things:

• a bright pixel shows white or a colour while the screen is showing black;
• a dead pixel stays black while the screen is showing white;
• a stuck sub-pixel is one of the three coloured elements inside a pixel stuck on or off, so the pixel is the wrong colour rather than black or white.

Where the fault sits matters, because a mark in the middle of a screen is not the same nuisance as one near a corner. The middle means the rectangle at the centre of the screen, half as wide and half as tall as the screen itself.

We are deliberately stricter than most makers on bright pixels. One lit dot on a dark screen is the thing nobody can stop seeing, and we would rather take the screen back than argue about whether you can live with it.

How to check, and how we check. Set the screen to its native resolution, clean it, and fill it with a plain black image and then a plain white one. Look from about arm's length, straight on. A dot you can only find with your nose against the glass is not one either of us should be counting, and we use the same test on anything sent back to us.

The bad news, said now rather than later. A single dead pixel outside the middle is inside our tolerance, and so are up to four stuck sub-pixels outside it. Inside the middle nothing is: one dead pixel or one stuck sub-pixel there and the screen is replaced. A screen like that is not faulty, and we cannot replace it as faulty at any point in the warranty. What you can do instead is send it back as a change of mind: inside the 30 days you pay the return postage and we refund the price. After 30 days, we cannot help, and it is better that you know that today.

This threshold runs for the whole warranty, not only the first month. Inside the first 30 days a screen that fails it can be a full refund rather than a replacement, because that is a fault and the right to reject applies.

8. Graphics cards: fit, power, and cards that will not start

A card that is too long for your case, or that your power supply cannot feed, is not a faulty card. It is a change of mind, and it goes back under the 30 days: complete, in its box, with the postage yours. We would much rather you never had to.

Four figures decide it, and every one of them is on the item's own page, under Specification and What you need to run it:

• Card size — the length in millimetres and how many slots it fills. Measure your case from the back of the slot to whatever is in the way at the front, which is usually a drive cage or a radiator, and believe the smaller of your figure and the case maker's.
• Recommended power supply and Board power — the wattage the card wants behind it, and what the card draws on its own.
• Power connector — whether it wants a 16-pin 12V-2x6 lead or two or three 8-pin PCIe leads, and whether your supply has them spare. An adapter is in the box with the NVIDIA cards, but the adapter still has to be fed by the right number of 8-pin leads.
• Bus interface — the slot it expects, and what it loses in an older one.

If you are not certain, email us before you order with the make and model of your case and your power supply, and we will tell you what the makers' published figures say. It costs you one message and it is the cheapest part of the whole transaction. Compatibility and fitting are covered in the terms of sale as well.

A card that will not start is usually one of five things, and all five look exactly like a dead card:

• the screen is plugged into the motherboard's socket rather than the card's;
• a power lead is in but not clicked fully home, or the 16-pin adapter is being fed by fewer 8-pin leads than it needs;
• the card is in the slot but not down in it, and the retaining clip has not clicked;
• the old card's drivers are still installed and fighting the new ones;
• the power supply is at the edge of what the card asks for and shuts the machine down under load.

If none of those is it, it is a fault and section 6 applies with no further questions. Send us a photograph of the inside of the machine with the card in and the leads attached and we will look at it with you. Nobody here is trying to talk you out of a return; we would simply rather you had a working machine tonight than a refund in a fortnight.

9. What a refund includes, and when the money arrives

What is in it

• the price of every item that came back, always;
• the delivery you paid on the way out, where you are cancelling under the 14-day right and the whole order is going back, or where the return is our fault;
• the postage you paid to send it back, where the return is our fault and you have sent us the receipt;
• less any deduction for condition — which you will have been emailed about, and had the chance to refuse.

What is not in it

• the outbound delivery on a change of mind after the first 14 days;
• the outbound delivery where only part of an order comes back, because it did its job in bringing you the part you kept;
• the postage to send something back on a change of mind;
• import duty and state sales tax on an order to the United States — section 11;
• any charge your own bank makes for sending or receiving a transfer.

How it is paid

By bank transfer, back to the account the payment came from. That is the only route we have, because it is the way the money reached us: there is no card to credit. We cannot send a refund to a different account, or to somebody else.

We may have to ask you for what your bank needs in order to receive it, and we ask by email from our address. We will never ask you for a password, a card number, a PIN, or a code from your banking app. Nobody here has any use for one, and any message that asks you for one is not from us. If in doubt, ring us and ask.

When

• Cancelled in the first 14 days: within 14 days of the goods reaching us, or of your proof of postage, whichever comes first. In practice, within three working days of the parcel arriving.
• Change of mind, days 15 to 30: within 14 days of the goods reaching us and being checked, and usually within three working days.
• Faulty, wrong, or not as described: within 14 days of us agreeing the refund, and usually the same or the next working day, because there is nothing to inspect once we have agreed.
• An order cancelled before it was sent: within three working days, in full.

Once we have sent it, when it lands is your bank's business rather than ours. A transfer inside the United Kingdom is normally there the same or the next working day. An international transfer can take several working days.

Exchanges

We do not run an exchange process, and saying we did would only make you wait for two parcels instead of one. If you want a different item, order it now and send the other back for a refund; the two do not have to wait for each other. On a fault we replace like for like, which is not an exchange but is usually what people mean by one.

10. If the parcel never arrived

Until a parcel is delivered to the address you gave us, it is our risk and not yours. If it is lost, damaged or stolen on the way, that is ours to sort out and ours to pay for.

Do not start a return. Email us with your order number and we will chase the carrier. That is our job rather than yours, and we are the ones with the account number they will ask for.

How long a parcel has to be missing before it is treated as lost is set by the carriers rather than by us, and it is on the delivery page with the delivery times it depends on. What happens at the end of it is on this page: you choose a replacement or a full refund, the delivery you paid included, and you are not out of pocket either way.

If a parcel arrives visibly damaged, photograph the outside before you open it and tell us within a few days. That photograph is what settles a claim with the carrier and it makes everything faster. But a missing photograph does not cost you your refund: the goods still have to arrive in one piece, and that is our end of the bargain, not yours.

11. Returns from the United States

The 14-day right to cancel in section 4 is United Kingdom law and it does not apply to you. There is no federal right to return an online purchase in the United States. We would rather say that here, plainly, than let you assume a right you have not got.

What you have instead is our own 30-day offer, in full, on exactly the same terms as a buyer in London, together with whatever the consumer law of your own state gives you, which nothing on this page touches. In practice that means one difference and four practicalities.

The difference. On a change of mind, the delivery you paid on the way out (the United States rate) is not refunded. Under the United Kingdom right it would be; that right is not yours, and this is the place where it shows. On anything faulty, damaged, or not as described, the outbound delivery is refunded in full and we pay the return postage, exactly as we would for a buyer in Manchester.

Return postage from the United States is not cheap, and on a 27-inch screen it can be a large part of what the screen cost. On a change of mind it is yours to pay, so get a quote before you post rather than after. Where the return is our fault we pay it: tell us before you book anything and we will either send you a label or agree the amount with you first.

Mark the parcel as returned goods. Write "returned goods — British origin" on the customs declaration, put the return reference we gave you on it, and declare the real value. If a parcel arrives here with a customs charge on it because that was not done, we have to pay that charge to receive it, and it comes off the refund.

Allow for the time. The post takes a week or two each way. That is exactly why the 30 days are counted to the day you email us and not the day the parcel lands here: tell us inside the 30 days and your return is good, however long the Atlantic takes.

On a faulty screen, ask before you post it. Flying a large panel back across an ocean sometimes costs more than it is worth to either of us, and there may be a better answer — a local repair we pay for, or a refund without the return. We will always tell you which we would prefer and why. Where the law gives you the choice of remedy, the choice stays yours.

12. The warranty

The period for each item is printed on its own page under Warranty, and it runs from the day the item is delivered. There is nothing to register and no card to keep: your order number is your warranty.

Come to us first, not the manufacturer

Your contract is with us and the warranty above is ours, so putting it right is our job. Where a claim has to go to the manufacturer, we deal with the manufacturer. You do not need to.

There is one case where we will point you at the maker instead, and we will say so honestly when it comes up: some makers run an advance-replacement scheme that puts a working card or screen on your desk days before ours could. Where that route is genuinely faster for you, we will tell you, help you open the claim, and stay with it until it is settled. Which route to take is your decision, not ours.

What we do, and how long it takes

Repair, replace, or refund. Within the first 30 days you can have the refund straight away if that is what you want. After that we repair or replace first, and refund if that cannot be done or does not work.

Where we can settle a claim ourselves we aim to have it done within 10 working days of the item reaching us. Where the maker has to do the repair it takes longer, and we will tell you how long as soon as they tell us rather than leaving you to wonder. We pay the postage both ways on a warranty claim.

What the warranty does not cover

• accidental or physical damage — a cracked panel or board, a bent bracket, a damaged edge connector, a dropped screen;
• damage caused by a faulty or inadequate power supply, a power surge, liquid, or fire;
• damage from running a part outside the limits its maker sets: a flashed or modified BIOS, a hardware modification, or voltages the maker's own tools will not offer. Using the maker's own software to overclock, undervolt or set a fan curve is normal use, and it is covered;
• an item dismantled, modified or repaired by anybody other than us or its maker, where that is what caused the fault. Taking the cooler off a card is the common one;
• dead and stuck pixels within the tolerance in section 7;
• an item doing what it was always going to do — a card slower than you hoped, or a screen whose colours you do not care for. That is a change of mind, and inside 30 days it is section 1.

Where the maker's own warranty is longer than ours, and three years is common on both screens and cards, you can claim under it directly with the maker once ours has run out. Those are the maker's terms rather than ours and we cannot vary them, but we will tell you who to write to and what they will ask for.

13. Your legal rights

Nothing on this page reduces your rights in law. Where this page is more generous than the law, the more generous term is the one that applies.

Buying in the United Kingdom

Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality, and fit for any purpose you told us about before buying. If they are not:

• you have 30 days to reject them and have all of your money back;
• after that, a repair or a replacement, and a refund if that fails or cannot be done;
• for the first six months it is for us to prove an item was not faulty when it arrived; after six months, for you to show that it was;
• you can bring a claim for up to six years from the day you bought, or five years in Scotland. Our two-year warranty does not shorten that, and neither does anything else on this page.

Under the Consumer Contracts Regulations 2013 you have the 14-day right to cancel set out in section 4.

Buying in the United States

There is no federal right to return an online purchase. Our 30-day policy is what you have from us and it applies to you in full. The consumer law of the state you live in may give you rights of its own, and nothing here takes those away.

If this page has not settled it

Email us with your order number and say plainly what has gone wrong. We aim to reply within two working days. Free and independent advice on your rights in the United Kingdom is available from Citizens Advice.

This page forms part of our terms of sale.