Vortex PCs Ltd – 2-Year Warranty Terms and Conditions

Welcome to the terms and conditions for Vortex PCs Ltd’s 2-Year Warranty. This warranty provides peace of mind by covering eligible defects and malfunctions in our custom-built PCs for two years from the date of purchase. It outlines what issues are covered or excluded, how to make a claim, and the responsibilities of you (the customer) to maintain your warranty coverage. All terms are presented in clear UK English and are compliant with UK consumer protection laws (such as the Consumer Rights Act 2015), ensuring they do not affect your statutory rights.

Introduction

Our 2-Year Warranty is a comprehensive guarantee for 24 months on all new Vortex PCs against manufacturing defects in parts and workmanship. This means that if any hardware component of your Vortex PC fails or malfunctions under normal use within two years of delivery due to a defect, we will repair or replace it at no cost to you. The warranty is provided in addition to your UK statutory rights – it does not limit or replace your rights under the Consumer Rights Act 2015, which ensure products must be of satisfactory quality, fit for purpose, and as described.

Key points about our warranty:

• Duration: Effective for 2 years from the original date of purchase (the date your PC was delivered to you).
• Coverage: Includes free repairs (parts and labour) or component replacements for faults due to manufacturing defects or component failure under normal intended use.
• Scope: Applies to desktop PCs and components built or installed by Vortex PCs Ltd. Peripherals or accessories are covered if explicitly included with a Vortex system, otherwise they may carry their own manufacturer warranties.
• Cost to Customer: Repairs and replacement parts are free of charge for covered issues within the 2-year period. For the first 12 months, Vortex PCs covers all shipping costs for returns; after 12 months, some return shipping costs may be the customer’s responsibility (details in Claim Procedures below).
• Limitations: This is a return-to-base warranty (RTB) by default. That means in most cases you will need to return the PC or faulty component to our service centre for repair. We may provide a collect-and-return service at our discretion or as part of additional coverage if purchased separately.
• Statutory Rights: Nothing in these warranty terms will affect your statutory rights. You still have the right to remedies from the seller under UK consumer law for up to 6 years for faulty goods (5 years in Scotland). Our warranty offers extra protection by simplifying repairs or replacements within 2 years, even in cases where legally you might otherwise have to prove a fault was inherent.

Please read the detailed sections below to understand the full terms, coverage conditions, exclusions, how to get service, and your responsibilities under this 2-Year Warranty.

Coverage

Under the Vortex PCs Ltd 2-Year Warranty, we cover defects in materials and workmanship for your computer’s hardware components for 24 months from the date of purchase. Essentially, if the PC fails to operate as intended due to an internal defect, we will fix it. Here’s exactly what is covered:

• Hardware Components: All major hardware parts of the PC that were supplied and assembled by Vortex PCs are covered. This includes the processor (CPU), memory (RAM), storage drives (SSD/HDD), motherboard, graphics card (GPU), power supply (PSU), case, cooling systems, and any other internal components provided in the original build. If any of these components develop a fault due to a manufacturing defect or premature failure under normal use, they will be repaired or replaced at no cost.
• Labour and Repairs: All necessary labour for diagnostics and repairs is included. Our technicians will troubleshoot the system, replace faulty parts, and test the repair. You will not be charged for labour fees related to fixing covered issues within the warranty period.
• Replacements: If a part is not repairable, we will replace it with an identical or equivalent part. Replacement parts will be new or reconditioned of similar performance. For example, if your graphics card fails, we may replace it with the same model or, if that model is discontinued, an equivalent or better model from our current stock. Any replacement component provided under warranty continues to be covered for the remainder of the original warranty term, not a new full 2-year term. The warranty on the entire system still expires 2 years from original purchase.
• Built-to-Last Assurance: Our PCs undergo rigorous testing before shipping, and we stand by their quality. In addition to the 2-year hardware warranty, we offer lifetime technical support for advice and troubleshooting by phone or email (our support team is UK-based). While lifetime support is available, note that free repairs/replacements are only within the 2-year warranty period unless you have separately purchased an extended plan.
• Validity: The warranty is valid for the original purchaser of the PC and is tied to the PC’s serial number and the customer’s name on record. (Transfer of the warranty to a new owner is generally not permitted unless we explicitly agree – see Customer Responsibilities for more on transferability.)
• Coverage Start: The coverage starts on the day you receive your PC (delivery date) and runs continuously for 24 months. If we perform a repair or provide a replacement part, this does not “reset” the warranty period or extend it beyond the original end date. The idea is that you have two years of cover from the beginning, regardless of any repairs in between.
• Relationship to Manufacturer Warranties: Many individual components (like the graphics card or RAM) come with manufacturer warranties that may be longer than 2 years. Our approach is to provide a one-stop solution: for the first 2 years, you contact Vortex PCs and we handle everything, even liaising with component manufacturers on your behalf if needed. If a part fails after our 2-year warranty but is still within the original component manufacturer’s warranty, we may assist you in making a claim, though such cases are outside our direct coverage. We will inform you if a repair will rely on the manufacturer’s warranty, which could affect turnaround time.

Important: This warranty supplements your rights under UK law but does not limit them. Under the Consumer Rights Act 2015, you have the right to expect a product of satisfactory quality and durability. For instance, if a defect arises after the 2-year warranty but within what is considered the expected lifespan of the product, you may still have legal recourse. Our warranty is here to give you a convenient remedy within the covered period without the need for legal arguments about the fault’s cause.

Exclusions

While our 2-Year Warranty is comprehensive for genuine faults, it does not cover every scenario. The goal is to cover issues within our control (manufacturing or component defects) but exclude damage or problems caused by how the PC is used or modified by the user, and other external factors. Below is the list of what is NOT covered by our warranty:

• Accidental Damage: Any damage caused by accidents or mishaps is not covered. This includes drops, impacts, spills of liquid into the PC, electrical surges, fire, flood, or other external events causing physical damage. For example, if the PC is knocked off a desk and the case or components are damaged, that repair would not be covered by warranty. (Such issues might be claimable under separate insurance if you have it, but not under this warranty.)
• Misuse or Neglect: Problems resulting from misuse, neglect, or improper care by the user are excluded. This covers scenarios such as:
  • Overheating due to lack of maintenance: e.g., if dust build-up isn’t cleaned and causes the PC to overheat and fail.
  • Operating the PC in improper conditions: e.g., exposure to extreme temperatures, moisture, or not providing adequate ventilation.
  • Using the PC for unintended purposes: e.g., using consumer-grade PCs in industrial environments full of dust/chemicals without appropriate protection could void coverage for resulting damage.
  • Continuing to use the PC after a fault occurs, which then causes further damage.
• Unauthorised Modifications or Upgrades: If you or a third party modify the PC in ways not authorised by Vortex PCs, any resulting damage or faults are not covered. Examples:
  • Replacing the motherboard or BIOS with non-original parts without our approval.
  • Overclocking the CPU or GPU beyond what was supplied (if you overclock on your own and it causes component failure, that’s not covered).
  • Installing water-cooling or any custom modifications that were not part of the system as sold.
  • Note: Simply opening the case or installing standard upgrades (like adding more RAM or an extra drive) will not void your warranty, as long as no damage is caused and the original components aren’t damaged by the process. However, any new parts you add (not supplied by us) are obviously not covered by our warranty, and if that new part causes a problem (e.g., a bad PSU you install fries the system), that damage would not be covered.
• Normal Wear and Tear: Gradual deterioration from normal usage is not covered. For instance, cooling fans becoming a bit noisier over time, or the gradual decline of a battery in a laptop (if applicable) is expected over the product’s life. Our desktops typically don’t have batteries, but if your system included a UPS or accessory, its normal wear (like battery capacity loss) isn’t covered beyond any initial defect. Cosmetic imperfections (like minor scratches on the case) that do not affect functionality are also excluded. The warranty addresses functional defects, not aesthetics.
• Consumables and Accessories: Items with finite life or which are expected to be replaced periodically are not covered, unless failure occurs due to a defect. For example:
  • CMOS batteries on motherboards, case fans, LED lights, etc., might be considered consumable over longer periods.
  • External peripherals like keyboards, mice, monitors are not covered by the PC’s warranty if they were separate purchases (they may have their own manufacturer warranties).
  • Software (including the operating system and any pre-installed programs) is not covered by hardware warranty – software issues or bugs are not a hardware defect. We provide support for OS reinstalls or basic troubleshooting, but not a warranty guarantee on software stability.
  • Any data on storage drives is not covered. We strongly advise regular backups; data loss or corruption itself is not something a hardware warranty covers. (If a drive fails, we replace the drive, but we do not recover your data as part of the warranty.)
• Third-Party Repairs or Tampering: If the PC has been opened and serviced by someone else during the warranty period without our authorisation, and that leads to or complicates a fault, we may consider the warranty void for that issue.
  • For instance, if you take the PC to a local shop for repair and they damage it further or use incorrect parts, we cannot be responsible for fixing those problems under warranty.
  • However, upgrading parts like adding RAM or storage is generally fine (as mentioned above) – but if in doubt, contact us first. We reserve the right to suspend warranty coverage if unauthorised repairs/modifications cause issues.
• Damage in Transit (Return Shipping): If you are sending a PC back to us for warranty service, you must pack it properly. We strongly recommend using the original packaging. Any damage caused by improper packaging during return shipping is not covered by the warranty. (We’ll treat that as shipping damage due to not following guidelines, and you may have to claim with the courier if insured, or bear the cost, so please pack carefully. We can provide advice or even send packaging materials if needed.)
• Other Specific Exclusions:

• Virus/Malware or Software Issues: Issues like viruses, malware, or problems caused by incompatible software or driver updates are not hardware defects and thus not covered under this warranty. We can assist with tech support to an extent (remotely troubleshooting), but fixing OS corruption or removing viruses is not a warranty claim.
• Data Recovery: As mentioned, recovering or backing up your data is your responsibility. Loss of data due to drive failure or any other reason is not something we compensate for.
• Compatibility of User-Added Hardware/Software: If you install third-party hardware or software that causes conflicts (for example, adding a component that isn’t compatible and causes system instability), that is not covered. We’ll support the original configuration.
• Personalised Settings: Any custom BIOS settings or software configurations you apply (e.g., custom fan curves, manual BIOS tweaks) are your choice. If such settings are inappropriate and lead to issues, that would be outside warranty coverage. (Restoring default settings is often the first troubleshooting step.)
• Commercial Use Excess: Our PCs are designed for high performance, but if used in certain stress conditions beyond normal usage (like continuous 24/7 operation in an inadequately cooled environment, or for crypto-mining if not designed for it), resulting failures may be considered outside normal consumer use. We honour the warranty for all normal home or office use and heavy gaming use – but extreme use-cases might be evaluated for whether reasonable usage guidelines were followed.

In summary, the warranty covers you for faults inherent to the PC itself, but not for damage or problems caused by external factors, user actions, or usage beyond intended design. If you’re unsure whether an issue is covered, our support team can help determine that when you contact us.

(For a quick reference: other PC builders similarly exclude accidental damage, misuse, and unauthorised modifications from their warranties. We follow the same logical standard to keep the warranty fair.)

Claim Procedures

In the event that you encounter a problem with your Vortex PC during the 2-year warranty period, follow these steps to make a warranty claim and get service:

1. Troubleshoot & Contact Support: The moment you suspect a fault, please contact our support team. You can reach us via:

• Phone: UK number 01603 975440 (Mon–Fri, 9am–5pm).
• Email: support@vortexpcs.com.
• Live Chat: Available on our website.

Our team will guide you through initial troubleshooting. Many issues can be resolved remotely by adjusting settings or reinstalling a driver. We might ask you to perform some diagnostics (for example, running hardware tests). This step can save time – if a simple fix is possible, it spares you from shipping the PC. If the support agent confirms that the issue likely requires repair or part replacement, they will authorize a warranty service request and issue you a Return Merchandise Authorization (RMA) number.

2. Provide Necessary Information: When contacting us, be ready with:

• Proof of Purchase: Usually your order number or invoice. We may verify your purchase date to confirm warranty status. Keep your purchase receipt or order confirmation as proof (this is important as warranties often require proving date of purchase).
• PC Serial Number or ID: If applicable, provide any product serial or identification number (some of our systems have an ID label).
• Description of the Issue: Explain what’s wrong, when it started, and any troubleshooting already attempted. The more details the better (e.g., “PC fails to power on, power light blinking orange, occurred after a normal shutdown last night.”).
• Environment Info: Sometimes we may ask about the usage environment (for instance, if multiple components failed, we might ask if there was a power surge or something).
• Photos/Videos (if relevant): For physical damage or error screens, pictures can help assessment.

3. Shipping/Return for Repair: If a return is necessary, our support will guide you on logistics:

• Return-to-Base (RTB) Service: Typically, you will need to send the PC or the faulty component back to our repair centre. During the first 12 months, we cover the cost of the return shipping. We will either arrange a courier to collect from you or send you a prepaid shipping label. After the first year, from month 13 to 24, you may be responsible for shipping the PC to us, while we will cover the cost of sending it back to you after repair. We will clarify this when you contact us:
  • If within year 1: we’ll arrange collection or reimburse standard postage.
  • If within year 2: we’ll advise you on shipping. Usually, you pay to send it in; we pay to send it back.
• Packing the PC: Use the original packaging if possible (including protective foam inserts). If you don’t have it, we can advise on safe packing (use a sturdy box, plenty of cushioning, especially around heavy components like the GPU). Remove or secure any heavy graphics card or aftermarket coolers internally if instructed (sometimes large GPUs should be removed and cushioned separately to avoid damage in transit). Include all requested components: generally we need the PC base unit, not peripherals. But if the issue could be with a specific part (like the power cable or an external brick), send those as well if asked. Do not include accessories we didn’t ask for (e.g., don’t send your monitor or keyboard). Clearly mark the RMA number on the outside of the box or on a label inside, as instructed, to identify your package on arrival.
• Insurance: For your peace of mind, ensure the shipment is insured to the value of the system, especially if you are arranging the shipment. (If we arrange the collection via our courier, it will be insured.)

4. Repair Process: Once we receive the PC:

• Our technicians will diagnose the issue based on your description and their own testing. We aim to identify and fix faults as quickly as possible, typically within 5-10 working days at our service center, depending on complexity and parts availability.
• If the fault is covered by the warranty (which, if all conditions are met, it should be), we will proceed to repair or replace the defective components at no charge. If a component needs replacement and an identical part is not in stock, we will use an equivalent component of equal or greater performance that is compatible.
• After repair, the system is tested thoroughly to ensure the issue is resolved and that the PC is fully functional.
• We then arrange return shipment back to you. Usually, we return the entire PC (even if only one part was faulty, we reinstall it so you receive a working system). You’ll be notified of the return tracking information.

If during diagnosis we find that the issue is not covered under warranty (for example, if we find the cause was liquid damage or an unauthorised modification), we will contact you with the findings:

• In such a case, we can still offer to repair the item at your cost (a quote will be provided). You have the choice to proceed or have the item sent back as-is. If the warranty claim is rejected due to exclusions, you might be charged for shipping and repair costs. We will never proceed with chargeable repairs without your approval.
• If you decline a chargeable repair on an out-of-warranty issue, we can send the PC back to you (you may need to cover return shipping in that scenario).
• Note: It’s our intention to be fair – if the issue is borderline (e.g., uncertain cause), we often err on the side of helping the customer. Warranty rejections are only for clear cases outside terms (like obvious accidental damage).

5. Status Updates: Throughout the process, our team will keep you updated. You can always email or call for a status update with your RMA number. We know being without your PC can be disruptive, so we strive to minimize turnaround time.

6. After the Service: When you get your PC back:

• The repair documentation will indicate what was done (e.g., “Replaced graphics card” or “Reseated RAM and tested clear”).
• The remaining warranty continues until the original expiry date. For example, if your PC was at 15 months old when repaired, you still have 9 months of warranty left on the system (and on the new part as part of that system’s warranty).
• If any issue persists or you have concerns, notify us immediately. We stand by our repairs and will make it right if something was not fully resolved.

Service Outside the UK: If you move abroad or are using the PC outside the UK, our standard warranty service (free UK shipping) only covers within the UK. International shipping for warranty service would have to be arranged by the customer (both ways) and any customs or duties are the customer’s responsibility. We can often troubleshoot remotely and might send parts for local installation if feasible to avoid international returns, but this would be handled case-by-case.

Additional Option – On-Site or Collect Service: We are primarily offering RTB service, but for certain situations or premium warranty packages (if you purchased an upgraded warranty), a collect-and-return or even on-site repair might be available:

• Collect-and-Return: We arrange courier pickup and return at no cost even after the first year (if your plan covers it).
• On-Site Repair: Very rare for custom PCs, but if you have an on-site warranty extension, a technician could possibly come to you to replace a part (this typically applies only if explicitly included in a higher-tier warranty plan and within certain geographic areas). By default, on-site is not included in the standard 2-year warranty.

Finally, remember that you also have the option under UK consumer law to seek a remedy from the retailer if something goes wrong, but since we are the retailer/manufacturer in this case, we are handling it via this warranty process for you. If the purchase was through a third-party retailer, you could initially go to them or to us – either route should get you service, although going directly through Vortex (manufacturer) via this warranty is often simplest if it’s a straightforward warranty claim.

Keep in mind: Always keep your proof of purchase and any warranty paperwork safe. Only the original buyer can claim warranty service, as guarantees typically apply to them unless “third-party rights” are mentioned (which in our case, they are not transferable). So if you gift or resell the PC, the new owner might not be able to claim under our warranty (unless we explicitly agree to transfer, see Customer Responsibilities).

Customer Responsibilities

To ensure your 2-Year Warranty remains valid and to facilitate smooth service, we ask you to uphold a few responsibilities as the customer:

• Proper Use and Care: Use your Vortex PC as intended – follow the user manual and any setup guides provided. Keep the PC in a safe operating environment (clean, well-ventilated area, away from liquids or excessive dust). Perform basic maintenance like:
  • Cleaning Dust: Periodically (every few months) check that fans and vents are not clogged with dust. Gently clean with compressed air or a soft brush, after shutting down and unplugging the PC. Overheating due to dust build-up can cause issues not covered by warranty, so proactive care helps both you and us.
  • Avoiding Physical Abuse: Don’t expose the PC to physical shocks. When moving it, do so carefully. Keep food and drinks away from the PC to prevent spills.
  • Surge Protection: It’s advisable to use a surge protector or UPS to guard against electrical surges, which are outside our control (power surges can damage components and are not a manufacturing defect).
  • Software Hygiene: Use reputable antivirus software and keep your operating system updated. While software issues aren’t covered, preventing malware helps ensure the hardware runs as intended.
• Following Instructions for Warranty Claims: If something goes wrong, follow the claim procedure outlined. This includes contacting us promptly, providing accurate information, and following any RMA instructions. Do not attempt extensive self-repair if you’re not confident, as this could inadvertently void the warranty (e.g., damaging a component during a DIY repair could count as misuse). We encourage basic troubleshooting, but for internal hardware fixes, let our experts handle it under warranty.
• No Unauthorised Repairs: As noted in Exclusions, do not have the PC repaired by a third party or attempt modifications that involve soldering, BIOS flashing with unofficial firmware, etc., without guidance from our support. If you suspect a hardware issue, use our warranty services rather than going elsewhere, to keep the warranty intact.
• Retention of Proof of Purchase: Keep your invoice or order confirmation email for the full 2-year period (and even beyond, for proof of original purchase date). We may require it for validating warranty status, especially if our systems have any data issue at the time of claim. This proof ensures you won’t be denied service due to any clerical error.
• Warranty Registration (if required): Some companies require customers to register their product for the warranty to be valid. At Vortex PCs, we automatically consider your warranty active from purchase, and registration is not strictly required for standard coverage. However, if we provided a warranty registration card or online form, it’s good to fill it out. It helps us have your details and purchase on file which can speed up support. (If a registration was offered and you did not complete it, don’t worry – under UK law, a warranty should still be honoured as long as you have proof of purchase, but registration can streamline the process.)
• Backing Up Data: We strongly advise that you regularly back up your important data. Before sending a PC in for service, back up any needed files and then remove any sensitive data if you wish. While we aim to repair without affecting your data, sometimes a solution may involve a drive replacement or reinstallation of OS. Customer is responsible for data backup; we cannot guarantee data preservation and are not liable for data loss. Also, if you have encryption or security locks (like BitLocker or BIOS passwords), disable or provide the keys before service – otherwise our techs may not be able to test the PC.
• Software Licensing: Ensure that any software you install is properly licensed. If we have to reinstall Windows or other software, having your license keys (e.g., Microsoft Office, etc.) will be necessary for reactivation. We are not responsible for providing new licenses for software as part of hardware warranty service.
• Original Configuration: Where possible, keep the PC in its original configuration during the warranty period, or use compatible upgrades. If you choose to upgrade components on your own:
  • Use components that are known compatible with the system (you can ask us if unsure).
  • Retain the original parts in case of troubleshooting. For example, if you upgrade the GPU and later the system has issues, we may ask you to put the original GPU back in to see if the new GPU is at fault.
  • The warranty covers original components – if you replace the original part with another part, the new part isn’t covered by our warranty (unless purchased from and installed by us as an official upgrade).
  • If an upgrade you performed caused damage (e.g., static shock to the motherboard while installing new RAM), that would not be covered, as per exclusions.
• Transferring Ownership: The 2-Year Warranty is provided to the original purchaser. If you sell or gift the PC within the warranty period, the warranty may not automatically transfer to the new owner without our consent. Typically:
  • If you plan to transfer the PC to someone else, you can contact us to discuss transferring the warranty. We may allow a one-time transfer as a goodwill gesture, especially if notified in writing with new owner details, but this is at our discretion.
  • If you do not inform us, we will treat warranty claims based on the original purchaser’s information. New owners might need the original proof of purchase and perhaps a note from you authorizing them to use the warranty.
  • This policy is to prevent fraud and ensure we know who currently has the machine for support purposes. It also aligns with standard practice: many warranties are explicitly non-transferable without permission. At present, consider this warranty non-transferable unless we agree to update the registration to a new owner.
• Follow Any Specific Care Instructions: If certain high-end components come with special maintenance advice (for example, custom liquid cooling might require the coolant to be checked or changed after a year), follow those instructions. We cover the component failures, but if the failure is simply due to not following required maintenance (like never topping up coolant and the pump running dry in a custom loop), it might not be covered.
• Fair Use: Use the support and warranty service fairly. Our warranty is there for genuine faults; it’s not an on-demand upgrade or tune-up service. For example, avoid sending the PC in repeatedly for very minor issues that could be solved easily with guidance, or expecting new parts if not necessary. We happily honour all valid claims, but the warranty isn’t a substitute for buying upgrades or covering accidental mishaps outside terms.

By adhering to the above responsibilities, you help ensure that any warranty claim can be processed quickly and smoothly. We rarely have to refuse a warranty service, and when customers take reasonable care of the products, it helps us deliver the best service to you.

Compliance with UK Law

Vortex PCs Ltd’s 2-Year Warranty is designed to comply fully with UK consumer protection laws. We want to highlight how these terms align with or exceed legal requirements:

• Does Not Affect Statutory Rights: As a consumer, you have inalienable rights under laws such as the Consumer Rights Act 2015. Our warranty adds to those rights. For instance, even outside this 2-year warranty, you might be entitled to remedies if a product was inherently faulty. All statements in our warranty should be read with the understanding that “nothing contained herein will affect your statutory rights”. Many warranty documents include this phrase explicitly, and we affirm it here. If any term in our warranty were found to contradict consumer law or be unfair under the Unfair Contract Terms provisions, that term would be disregarded in favour of your legal rights.
• Transparency in Terms: UK law requires that warranty terms be clear and written in plain English. We have structured and written this document to be understandable and free of unnecessary legal jargon. The coverage period, procedure, and exclusions are all explicitly stated so you know exactly what you’re getting.
• Length of Warranty: Consumer electronics often come with a 1 or 2-year warranty. There is no law requiring a manufacturer’s warranty of a certain length in the UK (unlike some EU rules for a 2-year guarantee, which no longer directly apply post-Brexit). Vortex PCs offers 2 years as a commitment to quality. This is competitive and in line with industry practice for custom PCs (some offer 1 year standard, others 2 or more).
• Additional Paid Warranties: We may offer extended warranty packages for purchase (for example, a 3-year or 5-year extended plan, or enhanced “collect & return” coverage). Such offerings will comply with the UK regulations on extended warranties, including providing cancellation rights if sold (note: extended warranties sold for additional cost often allow cancellation within a cooling-off period, etc., as per UK law). Any extended plan will also explicitly state it doesn’t diminish statutory rights.
• Insurance-Backed Guarantee: Our standard warranty is a manufacturer’s guarantee. UK law encourages, for longer-term guarantees, an insurance backing in case the company ceases trading. As a newly established company, we are not anticipating going out of business, but to reassure customers, our warranty’s protection is primarily directly with us. We do not currently have an insurance-backed scheme (those are more common in home improvement guarantees, etc.). If Vortex PCs Ltd were to cease trading, customers would still have their statutory rights to pursue remedies from the retailer or potentially through any administrators, though it could be more complicated. This scenario is unlikely, but we mention it for completeness. (We can explore insurance backing as we grow, to align with best practices on guarantees.)
• Unfair Terms: We have avoided any terms that would be considered unfair under the Consumer Rights Act. For example, we don’t require you to use only our paid services to maintain the warranty (some products require paid servicing to keep warranty – we do not). We don’t exclude liability for death or personal injury (which by law you cannot exclude if caused by negligence, though that’s not really relevant to a PC warranty). We are not limiting your legal rights if the product was mis-sold or not fit for purpose.
• Making Claims Easy: The law (and good practice) says warranty claims should not put undue burden on consumers. We strive to make the process straightforward (single point of contact, instruction on shipping, etc.), and we bear costs as outlined, particularly in the early period where the fault is clearly ours. UK guidance often expects that if a product is faulty within the first 6 months, the assumption is it was sold faulty unless proven otherwise. Our warranty goes beyond that period, but in spirit, we similarly make it easy in the initial period (covering all shipping, etc).
• Time to Repair/Replace: UK consumer law says repairs or replacements should be done within a reasonable time and without significant inconvenience. We adhere to that by aiming for quick turnaround and keeping you informed. If a repair under warranty took an unreasonably long time, you might have the right to other remedies (like a refund or replacement) under the law. While our warranty text doesn’t specify an exact time limit for repair, we commit to reasonable prompt service, generally within days or a couple of weeks at most. We will communicate if any unusual delay occurs (such as a part on back-order).
• Liability Limits: Our warranty focuses on repairing/replacing your product. We do not cover consequential losses (like lost work or time due to a computer fault) – this is standard, and generally, under law, such consequential damages from a faulty product are not claimable unless the consumer could argue negligence or similar. However, we don’t include any overly broad disclaimer to avoid responsibility for our product failing; we plainly commit to fix or replace the PC. We just clarify we don’t cover data loss or peripheral damage, etc., as per exclusions. This positions our liability consistent with warranty norms.

In conclusion, our 2-Year Warranty is there to give you confidence in your purchase and provide hassle-free support if things go wrong. We value our customers and our reputation, so we aim to resolve any issues within the scope of this warranty quickly and fairly. This warranty exists to enhance your ownership experience, not to trap you in fine print. And remember, your UK statutory rights remain intact and are always the baseline level of protection.

Should you have any questions about these terms or need clarification on any point, please contact Vortex PCs customer service. We are committed to transparency and customer satisfaction, and we hope your Vortex PC serves you excellently throughout and beyond the warranty period.

Thank you for choosing Vortex PCs Ltd.

Customer Support Contact:
Vortex PCs Ltd Support – Tel: 01603 975440 – Email: support@vortexpcs.com
Address: 6 Mallard Way, Dereham, Norfolk, NR19 1FJ, United Kingdom.

(These Terms & Conditions are effective as of June 2025 and apply to Vortex PCs Ltd’s 2-year warranty on systems purchased from this date onwards. Vortex PCs Ltd reserves the right to update or modify the warranty terms for future sales as needed, in line with applicable laws. Any such changes will not retroactively affect existing purchases without the customer’s consent.)