This return policy is for consumers only, and does not apply to business customers. Both eBay and Amazon customers are also advised to check their buyer rights through their respective platforms.
1. Talk to us!
Ensuring that your purchase is right for you is our top priority, however we understand that in some circumstances a return may be necessary. You are strongly advised to enter an informal discussion with our PC sales team regarding any technical issues or order concerns you may have before entering the returns process. They can be contacted via email at email@example.com or via telephone on 01274 471210.
2. Returning goods to CCL Computers
You are required to obtain an RMA number for your goods before you will be able to return them. For PC systems and motherboard bundles we ask that you contact our PC sales team directly to discuss your issue, and full instruction will be provided to you as per your individual RMA.
In any event wherein you use your own courier, you should return your goods to the below address unless otherwise advised, ensuring you are using a recorded delivery service for your protection. Your RMA number should be clearly visible on the outer packaging to avoid any processing delays.
CCL Computers LTD
Off Cross Lane
For any returns from outside of the UK mainland, all customs declarations are required to be completed by the customer.
Regardless of the choice of the courier and/or shipping service, it is the customer’s responsibility to ensure that the returned goods are packaged in a sufficient manner to minimise the possibility of transit damage. In any event wherein improper or insufficient packaging is used for a return which leads to transit damage, the return may be rejected.
3. Returns Inspection/Testing
All inbound CCL returns are subjected to an inventory check and quality inspection, after which the item is tested to assess the existence of hardware faults. These tests are completed by both our returns team and system repairs department. CCL Computers LTD do not accept faults caused by the usage of software, or the software itself. In an instance wherein returned goods that have undergone our inspection and testing procedure and no faults can be found, the return will be closed without refund and customer will be charged for return carriage, insurance and administration.
4. Unwanted Goods (Consumer Contracts Regulations 2013)
In accordance with your rights when you purchase stocked goods online, unwanted goods can be returned. In this instance you must contact our PC sales team via a durable medium (such as email) and express your intent to cancel your contract, within 14 calendar days from the day of delivery. Any unwanted return must include all original packaging and accessories, be in "as new" condition and must not have been used, installed or had any data input on them. We reserve the right to make a deduction to any refund if the value of the goods has been reduced as a result of you handling them.
You must return the goods to us within 14 days of telling us you no longer want them. We are happy to provide a mainland UK collection service for computer systems, or prepaid labels for motherboard bundles for your convenience, the costs of these services are (including VAT) £15 for a collection and £6.99 for a prepaid label and will be deducted from any refund amount. By contrast, non-UK mainland customers may request a collection for £30 including VAT. You are also welcome to use your own courier using the information provided in section 2.
Once we have received the goods back from you, we will inspect your item as outlined in section 3. Once completed, we will raise a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us). Individual service charges that have already been fulfilled (such as priority build charges) will not be refunded.
Some items within your return are not eligible for an unwanted return and deductions may be made for these items. Examples of these items may include used software codes, such as Windows license keys or free game/software promotions.
5. Faulty Goods
All CCL PC systems and motherboard bundles are provided with a 3-year warranty as standard. In the event that your item develops a hardware fault, you can contact our PC sales team for instruction on how to arrange a warranty repair.
5.1 Within 30 days
For any goods that arrive faulty, or develop faults within 30 calendar days of delivery, you have the option for a replacement or refund. You should inform our PC sales team of such faults within 30 calendar days of delivery using a durable medium, such as email. Items should be returned in their original packaging complete with all accessories and documentation. If we have verified the fault after our inspection as outlined in section 3, we'll issue a replacement or full refund to you via your original payment method. Alternatively, CCL Computers LTD may offer a price reduction of the item’s original purchase cost along with a warranty repair if this is in the interests of both the customer and CCL Computers LTD.
5.2 After 30 days
If your item develops a fault after 30 days, you are expected to raise a claim on your warranty package. If an item is returned to CCL after a warranty repair has already been undertaken, and the return testing outcome would show that a single repair attempt has failed within 6 months of the purchase date, you are eligible to reject the item for a full refund under the terms of the Consumer Rights Act 2015. Alternatively, CCL Computers LTD may offer a price reduction of the item’s original purchase cost along with a warranty repair if this is in the interests of both the customer and CCL Computers LTD.
6. Fault Disputes
Our PC sales team will endeavour to work with you in locating any faults with your machine, as such it is highly recommended that you aid us by providing as much information as possible about how we may replicate a fault. In instances wherein a customer may dispute the outcome of a return inspection, our PC sales team may provide evidence of the machine in a working order through viewable media or testing logs, after which we may deem the outcome as final. If you are still not satisfied with the outcome of the inspection, you are advised to escalate your query using the information provided in section 7.
7. Escalation procedure
Our PC sales team are trained to offer an exceptional level of after-sales support on our assembled products, and will always strive to assist wherever possible. In the unlikely event that this service, or our products prove unsatisfactory, we advise you contact our complaints department wherein a member of the management will aim to review and respond your issue within 3 working days. You can contact this department by emailing firstname.lastname@example.org