Returns & Refunds Policy for Vortex PCs Ltd (UK)

Introduction

At Vortex PCs Ltd, we strive to ensure you are completely satisfied with your purchase. However, if you encounter issues with your product or simply change your mind, our Returns & Refunds Policy details how we handle returns, exchanges, and refunds in compliance with UK law and consumer rights. All policies are written in UK English and consider the Consumer Rights Act 2015 and other relevant legislation. This policy is organised into clear sections covering eligibility, timeframes, conditions, procedures, and your statutory rights, so you know exactly what to expect.

This policy is in addition to your legal rights – we will never exclude or restrict the rights you have under UK law. If any part of our policy offers you more generous terms than the law requires, those terms apply without affecting your statutory rights. Should anything in this document be unclear, please contact our customer support team for assistance.

Eligibility for Returns

To ensure a smooth return process, please check that your situation meets our eligibility criteria for returns:

• Change of Mind (Unused Goods): If you purchased online or by phone (distance sale), you have a 14-day cooling-off period by law. We extend this and allow returns for unwanted items within 30 days of delivery as a goodwill gesture (some exclusions apply). The item must be unused, in its original condition and packaging, with all components and accessories included. This means you should return all cables, manuals, drivers, protective bags, and any included extras. Please ensure the product has no signs of use or damage not present at delivery.
• Faulty, Damaged or Not as Described: Under the Consumer Rights Act 2015, you can return goods that are faulty, damaged, or not as advertised. You have the right to reject faulty goods within 30 days of receiving them for a full refund. If a fault is discovered after 30 days but within 6 months of purchase, the law presumes it existed at the time of delivery unless we can prove otherwise. In such cases, we are entitled to offer a free repair or replacement in the first instance. If the repair or replacement is unsuccessful or impossible, you can then request a refund or price reduction. Beyond 6 months, you still have rights up to 6 years (5 years in Scotland) to claim for inherent faults, but proof of the fault being present at delivery may be required.
• Exclusions (Non-Returnable Items): Certain products are not eligible for return unless they are faulty, due to their nature:
  • Custom-built or Personalised PCs: If your PC was built to your specific configuration, it may be classified as a bespoke product. Under UK distance selling regulations, the 14-day cooling-off period does not apply to bespoke or made-to-order goods. We assess custom orders on a case-by-case basis. If the customisation is standard (e.g. choosing components from our usual range), we might treat it as returnable; but if it’s highly specific with no resale market, it may not be returned unless faulty. We will clearly inform you before purchase if a custom PC is non-returnable due to bespoke configuration.
  • Software and Digital Goods: Unsealed software (including games or operating system DVDs) cannot be returned if the seal is broken, unless the media is faulty. Downloadable digital products are also non-returnable once download/access has begun.
  • Perishable or Hygienic Items: (Although Vortex PCs generally does not sell perishable goods, for completeness) Items that deteriorate quickly (e.g. food) or hygiene-critical items (e.g. headsets or wearables used in contact with skin, if used) are not returnable if opened, unless faulty.
  • Gift Cards or Codes: Used gift vouchers or revealed digital game codes cannot be returned. If your PC purchase included a free game code or promotional item, these must be unused and returned with the PC; otherwise, the retail value may be deducted from your refund.
• Condition of Returns: All returned items will be inspected. Unwanted items (change-of-mind returns) should be returned unused and undamaged. It’s good practice to return items in original packaging or equivalent secure packaging to avoid damage in transit. If an item is returned damaged or with missing parts (and the damage or loss is not due to our actions), we reserve the right to reduce the refund to reflect any diminished value. For example, missing packaging or components can reduce the item’s value, with a possible deduction up to 50% of the item’s price in severe cases. We will notify you if any deductions apply.
• Proof of Purchase: To be eligible for a return or warranty service, we may ask for proof that you purchased the item from Vortex PCs. This could be your order number, receipt, invoice, or other evidence like a bank statement showing the transaction. We only accept returns from the original buyer; however, if the item was a gift, please contact us to discuss transfer of return rights (for example, by noting it was a gift at purchase).

How to Initiate a Return

We aim to make the return process straightforward:

1. Contact Customer Support: To start a return, please contact our support team (via email or our online returns form) within the relevant timeframe (e.g. within 30 days for unwanted items, or as soon as a fault is noticed). Provide your order details and the reason for return (changed mind, fault details, etc.). Our team will guide you and may issue a Return Merchandise Authorisation (RMA) number. Do not send items back without an RMA, as this can delay processing.
2. Packaging the Item: Repack the product securely. Ideally, use all original packaging. Include all accessories originally provided (cables, manuals, etc.), and if possible the original delivery box. If the original packaging is unavailable, use a sturdy box with adequate padding. Clearly mark the RMA number on the outside of the parcel (or follow any instructions from our support team on how to label the return).
3. Return Shipping: We will provide instructions for shipping. For UK customers:
   • If the item is faulty or not as described, Vortex PCs will cover the return shipping costs. We can provide a prepaid returns label, a Royal Mail QR code, or arrange collection by courier depending on the item’s size/weight. Our team will coordinate the method that’s most convenient for you.
   • If you’re returning an unwanted item (no fault), you (the customer) are responsible for the return shipping costs. You may use a carrier of your choice, but we recommend a tracked and insured service, especially for valuable PCs, to ensure the item arrives safely. We can assist by recommending courier services if needed.
   • For international orders (if applicable), customers will need to pay return postage regardless of reason, except where local consumer law dictates otherwise. We will confirm any specifics if you are outside the UK.
4. Return Timeframe: Once you contact us to cancel or return an item (within the allowed period), please send the item back within 14 days of that notification. We can only process refunds or exchanges after receiving the returned goods (or evidence you have sent them back). If there’s a delay beyond 14 days, let us know; unapproved delays may result in denial of the return.
5. Inspection & Evaluation: After we receive the returned item, our Returns Department will inspect it. This typically occurs within 5-7 working days of receipt. They will verify:
   • The item matches the one purchased and returned (serial numbers may be checked for PCs/components).
   • The condition of the item (unused for change-of-mind returns, or verification of the reported fault for defective returns).
   • Inclusion of all originally supplied parts and any free promotional items.
   • If an item is returned due to a fault, our technicians may test it to confirm the fault.
6. Return Outcome: Based on the evaluation, we will confirm the next steps:

• Approved Return: If all conditions are met, we’ll process your requested remedy (refund or exchange) as detailed in the sections below.
• Return Rejected: If the item doesn’t meet our return criteria (e.g. returned outside the allowed period without prior agreement, missing significant components, or shows signs of customer-induced damage), we will inform you. In such cases, we may return the item to you or offer alternative resolutions. We’ll explain the reason and work with you to resolve any issues fairly.
• Partial Refund: If the item is not in the expected condition (e.g. missing packaging resulting in diminished value), we will contact you with details of any deduction from the refund. You have the option to accept the adjusted refund or have the item sent back to you.

Refund Process

If you request a refund for an eligible return, here is how we handle it:

• Refund Method: We will issue refunds to the original payment method used for the purchase. For example, if you paid by credit card, the refund will go back to that card. If the original account is closed or unavailable, inform us so we can discuss alternative arrangements (such as a bank transfer).
• Refund Amount:
  • For unwanted items returned within our policy, we refund the cost of the product and standard outbound delivery charges (if you paid for delivery). If you opted for an upgraded faster delivery, we will only refund an amount equivalent to our standard delivery cost as per UK regulations.
  • For faulty or misdescribed items, you receive a full refund including delivery charges, as well as any reasonable return shipping cost (if you incurred any) so that you’re not out of pocket for our error. No restocking or admin fees apply to faulty returns.
  • Deductions for loss in value may be made if the item was handled beyond what is reasonable to inspect it (especially if returning under the 14-day cooling-off for change of mind). We will inform you of any such deduction before finalising the refund.
• Processing Time: We aim to complete the refund quickly. Once we have received and inspected the returned item, we typically process your refund within 3-5 working days. (In many cases it may be faster.) After we process it, your bank or card issuer may take additional time to post the credit to your account. In total, expect the refund to appear within about 5-10 working days after we receive your return. We appreciate your patience during this process. If you paid via bank transfer or cash, we will coordinate a refund to your bank account.
• Confirmation: We will send you an email confirming that your refund has been issued. If you don’t see the funds after the expected timeframe, please contact us so we can assist (in rare cases, processing delays can occur).
• Exceptions: If you exercised your right to cancel within 14 days (distance selling cooling-off), we will refund within 14 days of receiving the goods back (or of you providing proof of return shipment, if earlier) as required by law – we usually meet this in the shorter 3-5 day window as noted. If we offered to collect the item, the 14-day refund period starts from when you informed us of cancellation, since we handle the pickup.
• Partial Orders: If you are returning only part of an order (e.g. one component out of a bundle or one item in a multi-item order), we will refund the relevant portion of the purchase price. Any discounts or promotions that applied to the entire order will be adjusted accordingly in the refund. For instance, if a discount was conditioned on buying multiple items and returning one makes that condition no longer met, the refund may reflect the normal price of items kept.
• Refund Denial: In the unlikely event we must deny a refund (e.g. return outside policy without prior agreement, or product returned in an unsatisfactory condition), we will communicate the reason clearly. You have the right to discuss this with us. Our aim is to be fair and transparent, abiding by Trading Standards guidance to not mislead about consumer rights.

Exchanges

Sometimes you may prefer to exchange your item rather than get a refund. Our exchange policy is as follows:

• Eligibility for Exchange: Exchanges are offered for like-for-like replacements (for example, swapping a faulty PC for a new one of the same model or specification) or for a different item of equivalent value (e.g. exchanging for a different model or configuration) if you changed your mind. Exchanges follow similar conditions as returns:
  • For an unwanted item (no fault), you can request an exchange within 30 days of delivery under our return policy. The item must be unused and in original condition as per the return criteria above.
  • For a faulty item, you can request an exchange (replacement) within the product’s warranty or statutory fault period. We will exchange for a new unit of the same model if available, or offer alternatives if that model is no longer stocked.
• Process for Exchange: Initiate the process by contacting us (same as the return process). Indicate that you want an exchange and specify the item you wish to receive in exchange. We will confirm if the requested item is available and any price difference:
  • If the new item has a higher price, we will arrange for additional payment of the difference before dispatching the exchange.
  • If the new item is lower in price, we will refund you the difference when processing the exchange.
• Shipping for Exchanges:
  • For faulty items, we cover shipping both ways (return of faulty item and dispatch of replacement).
  • For unwanted exchanges (change of mind), you are responsible for sending the original item back (as per return shipping section above). We will send the new item to you under the same shipping terms as a regular order (any standard delivery charges may apply, or sometimes we may waive re-delivery fees as a courtesy for exchange, determined on a case-by-case basis).
• Timelines: Once we receive the item you returned for exchange and ensure it meets criteria, we will process and dispatch the replacement typically within 5 working days (stock permitting). If there’s any delay (for instance, if we need to build a different custom PC for you as an exchange), we’ll keep you informed. The overall timeline can vary depending on whether the exchange is for an in-stock item or a custom build.
• One Exchange per Order: We allow one exchange per original purchase for change-of-mind scenarios. If you exchange an item and then still want to return it, we may process that as a return for refund rather than a further exchange, unless there are extenuating circumstances. For faulty replacements, if the replacement is also faulty (which we hope never happens), you retain your right to a remedy (further repair, replacement, or refund under the Consumer Rights Act).
• Exclusions: Certain items cannot be exchanged for different products due to their nature:
  • Software or Digital Licenses: These cannot be exchanged once activated/opened, except for the same item if faulty.
  • Custom-Built PCs: We can exchange components or adjust a custom order, but exchanging a fully custom PC for a totally different configuration might be treated as a return & new sale. Our team will clarify options if you have a custom build and wish to exchange it (we’ll try to accommodate your needs within what’s feasible and fair).
• Procedure Example: If you bought a gaming PC but decide you would rather have a different model, contact us within 30 days. We’ll confirm the new PC choice and any price difference. You send back the original PC (unused) and once received, we dispatch the new one. If the process is quick, we might even cross-ship (send the new one as soon as you provide proof of dispatch of the old one) to minimise wait time – this may require a temporary charge that is refunded once we get your original item, or similar arrangement. We handle these on a case-by-case basis prioritising customer satisfaction.

Our goal with exchanges is to get you the product you’re happy with. Exchanges do not reset or extend any legal rights – the purchase date remains the original one for purposes of statutory rights, but of course the exchanged item should be free of defects and comes with its own manufacturer warranty (and our 2-year warranty, if applicable to PCs).

Statutory Rights (Consumer Rights Act 2015 & Other UK Laws)

Nothing in our returns policy affects your statutory rights as a consumer under UK law. We summarise those key rights here for your reference:

• • Consumer Rights Act 2015 (CRA 2015): This law guarantees that the products we sell must be:
    • Of Satisfactory Quality: Free from defects, safe, durable, and meeting the standards a reasonable person would expect. For example, a new PC should not arrive with scratches or broken parts, and it should function properly out of the box.
    • Fit for Purpose: Suitable for any specific purpose you made known to us, as well as for general use of that product type. For instance, if you told us you need a PC for VR gaming and we advised a model, it should indeed run VR games effectively.
    • As Described: Matching the description on our website or any specifications we provided. If you ordered a PC with a certain graphics card, it should have that exact card.
  • • If we breach any of these, you have the right to remedies:
      • Short-Term Right to Reject: Within 30 days of receiving the goods, if a fault is discovered or the product is misdescribed, you can reject the item and demand a full refund. This is your immediate right under CRA 2015.
      • Repair or Replacement: If 30 days have passed, or if you choose, you can allow us to repair or replace the item. During the first 6 months, any issue is presumed to have been present at delivery (unless obviously caused by misuse), and we must fix it or offer a replacement at no cost to you. We are allowed one attempt to repair or replace within a reasonable time. If that attempt fails or isn’t possible, you can then claim a refund or a price reduction.
      • Final Right to Reject or Price Reduction: If a repair or replacement cannot resolve the issue, you can choose to return the product for a refund. If you keep the product (perhaps because the fault is minor and you prefer to keep it), you may ask for a partial refund (price reduction) to reflect the defect.
      • 6 Months to 6 Years: After 6 months, you can still claim for latent defects (up to 6 years in England/Wales, 5 in Scotland), but the burden of proof shifts to you to show the product was inherently faulty (e.g. via an expert report). In practice, most issues will surface early, but this long period is essentially the time limit for legal claims under the Limitation Act 1980. Our own 2-year warranty also supports you beyond the initial periods for peace of mind.
    • • We also note that manufacturer warranties or our 2-year warranty are in addition to these rights. Even if a warranty were to expire, your core consumer rights to a product that lasts a reasonable length of time still stand. For example, a high-end PC might reasonably be expected to last more than two years. If it fails due to an inherent issue after warranty, you could still have recourse under the CRA.
      • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (often called Distance Selling Regulations or Consumer Contracts Regulations):
        • This law gives you the right to cancel your online/phone order within 14 days of receiving the goods for any reason (or no reason). This is commonly called a “cooling-off period.” You must inform us of your decision to cancel within those 14 days. After notifying, you then have another 14 days to send the goods back.
        • We must refund you in full (including the standard delivery charge you paid) within 14 days of receiving the returned goods. We are allowed to reduce refunds if the value has been diminished by your handling, beyond what’s necessary to inspect the item (similar to how you might examine a product in a shop). We cannot impose fees just for the cancellation itself.
        • Exceptions: As noted in our policy, bespoke custom-made goods are an exception – the 14-day cancellation right does not apply if a product is made to your specifications (unless it’s faulty). Also, sealed software, perishable goods, etc., have no cooling-off period if unsealed or used.
        • We abide by these regulations. Our 30-day return policy for unwanted items is more generous than the legal 14 days, to ensure you have ample time to decide. This extended period is our goodwill policy and does not affect the 14-day legal minimum which we always honour.
      • Other Relevant Legislation: We also ensure compliance with related UK consumer laws:
        • Sale of Goods Act 1979 (as amended) – largely superseded by CRA 2015 for consumer sales after 2015, but its principles still apply similarly to goods sold before then. (All current sales are under CRA 2015).
        • Consumer Protection from Unfair Trading Regulations 2008 – We commit to fair trading, meaning we will not mislead you about your rights or our product descriptions. For instance, we won’t display signs like “No Refunds” as they are illegal if they imply you can’t return faulty goods.
        • Trading Standards Guidance – We follow best practice guidelines (e.g. Business Companion and local Trading Standards offices) to draft a returns policy that’s clear and not misleading. Our policy explicitly states that it is in addition to your legal rights and is intended to provide transparency about what we offer beyond the law.
      • Your Rights Summary: In summary, as a consumer in the UK, if a product is faulty, not as described, or unfit for purpose, you’re entitled to a remedy (refund, repair, or replacement) by law. If you simply changed your mind on an online purchase, you have a legal right to cancel within 14 days. Our policy builds on these rights by offering up to 30 days for change-of-mind returns and a 2-year warranty on PCs.

If you believe your statutory rights have not been met, please let us know – we take consumer rights seriously. You can also seek independent advice from agencies like Citizens Advice or refer to the Consumer Rights Act 2015 for more detailed information on your protections. We are confident in the quality of our products and aim to resolve any issues swiftly and fairly in line with these laws.

Additional Information

Return of Gifts: If you received a Vortex PCs product as a gift, the return (if needed) is typically handled by the original purchaser (since refunds go to the payment method used). However, we understand this is not always practical, and we can discuss options (such as exchange or store credit to you as the gift recipient). If you anticipate a gift return, it helps if the giver noted it was a gift on the order or provided you a gift receipt. We will do our best to assist within policy constraints.

Business Customers: Our policy above is aimed at consumers (B2C). If you purchased on behalf of a business (B2B sale), different terms might apply (for instance, the Consumer Contracts Regulations and CRA 2015 rights apply to consumers, not business-to-business transactions). We do have separate terms for business purchases; generally, returns for businesses are at our discretion unless the product is faulty. Please refer to our Terms & Conditions for business sales or contact your account manager.

Contact Details: For any returns or refund queries, you can reach us at:

• • • • Email: support@vortexpcs.com
      • Phone: 01603 975440
      • Address: 6 Mallard Way, Dereham, Norfolk, NR19 1FJ, United Kingdom.

When contacting, please mention your order number and clearly state the request (return/refund/exchange) to expedite the process.

Resolution Timeframe: We aim to resolve all return and refund requests as quickly as possible. From initial contact to final resolution (refund issued or exchange shipped), our typical turnaround is under 2 weeks, often within just a few days if the above procedures are followed. If you ever feel a return is taking longer than expected, don’t hesitate to reach out for an update.

Unresolved Issues: In the unlikely scenario you’re not satisfied with how we handled your return or refund, you can ask for the case to be reviewed by a manager. We are also a member of a retail ombudsman or alternative dispute resolution scheme (if applicable) and will provide details upon request, in line with the UK Consumer ADR Regulations. Additionally, you can seek guidance from RetailADR or similar bodies which help consumers with unresolved retailer disputes, though we sincerely hope to solve matters directly.

Customer Satisfaction: Our returns and refunds policy is designed to be fair, clear, and in full compliance with UK consumer law. We value your business and trust. Providing excellent customer service – even when things don’t go as planned – is a core part of Vortex PCs Ltd’s philosophy. This means being flexible where reasonable, and always law-abiding. We appreciate feedback on your experience with returns, as it helps us improve our processes and policy clarity.

By shopping with Vortex PCs Ltd, you can do so with confidence that your rights are protected. This Returns & Refunds Policy ensures transparency and peace of mind, whether you’re purchasing a high-end custom gaming PC or any accessory. Thank you for choosing Vortex PCs Ltd. Your satisfaction is our priority, and we are here to support you through every step of your purchase and beyond.