Showroom Open - Service Updates

Returns Policy

Returns policy - online consumer sales only

If you have bought products from us through Amazon or eBay, please refer to the returns information on the Amazon or eBay site. Business customers please contact us.

Nothing in this Returns policy will affect your legal rights.

If you change your mind

For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. If you wish to return unwanted products, you must let us know that you want to return them within 14 calendar days from the day after delivery. Please see ‘I want to cancel my order’ (https://www.cclonline.com/help/pre-delivery-help/i-want-to-cancel-my-order/) for more information. If your products are split into several deliveries over different days, you have 14 days from the date of the last delivery.   

Returned products must be in their original packaging, include all accessories, be in "as new" condition and must not have been used, installed or had any data input onto them.

Any free gifts which were included with your order must also be returned.

When the right to change your mind does not apply

The right to change your mind does not apply:

  • if the seal has been broken on any DVDs, CDs, memory cards or software (including games)
  • if the silver strip on the back of your Software Product Activation Key card has been partially or completely damaged or removed
  • to unsealed headphones/headsets, for hygiene reasons
  • if you have asked us to order a product for you specifically, and the product is not in the range of products we generally offer.

Please note that the right to change your mind also does not apply to products that are specially made to your specification. As such, you do not have the right to change your mind if you have used our customisation options to customise your PC system or motherboard bundle by selecting particular components.

Refunding you when you have changed your mind

Once we have received the products back from you, we will give you a refund for the cost of the product by the method you used for payment. You will receive your refund within 14 days from the day on which we receive the product back from you.

We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. For example, if you have opened the packaging of a product and as a result we cannot re-sell the product at full price. 

The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option. If your order was eligible for free delivery, then no refund for delivery will be made.

Please also note that charges for services that have already been provided (such as priority build charges) will not be refunded.

If the returned item(s) affect any promotional discount or offer then this will be adjusted in your refund. Accessories and promotional items are part of the order and must be returned to ensure a full refund is given. Free games codes should be unused and still hidden.

If products are faulty 

Standard items

All products are guaranteed against hardware faults for a period of 12 months from the date of delivery. If an item is faulty please return it to us so that we can inspect and test it. Please see “How to Return Products” below. If the fault relates to bright or dark/dead pixels, please contact Customer Services so that we can advise you further. This is because not all pixel defects are necessarily considered to be faults, and different manufacturers have different polices in relation to pixel defects.  All LCD displays sold at cclonline.com adhere to the ISO 13406-2 Standard in relation to pixel faults.

Please note that this guarantee does not extend to damage caused by you or another user to the products, and such damage will invalidate your warranty.  If also does not cover software or faults that arise as a result of the use of software.

Before you return a product for testing, please make sure that you have backed-up your data. If it is not possible to repair the defect, your data may be lost.

If you let us know about the fault within 30 days of delivery, and inspection and testing shows that the item is faulty, you have a choice of a full refund, or to have the product repaired or replaced.

If a fault arises between 30 days and 12 months of the date of delivery, again please return the product to us so that we can inspect and test it. If faulty, in most cases it will be proportionate for us to repair it. If it is disproportionate to repair it, we will replace it instead.

If it’s not possible for us to offer a repair or replacement, or if after a repair or a replacement the fault is not resolved, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.

Sometimes manufacturers provide support direct to end users. The main reason for this is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your issue will invariably be dealt with a lot quicker.

PC Bespoke systems and motherboard bundles

Your rights are the same as set out in “Standard Products” above, with the exception that PC bespoke systems and motherboard bundles are guaranteed for 3 years from the date of delivery. Your welcome pack will contain details of who to contact if there is a problem.  Please provide as much information as possible to help us replicate the fault.

If products are misdescribed

If the product does not meet its description, you can choose either a replacement or full refund (via your original payment method), which we will process once we receive the product back from you.

How to return products

To return products please obtain an RMA number from Customer services on 01274 471206. You must enclose the RMA with your return for us to refund it. For PC bespoke systems and motherboard bundles, please contact our PC sales team on at pcsales@cclonline.com or on 01274 471210.

If you are returning products because you have changed your mind, you must return the products to us within 14 days of telling us you no longer want them. The return is at your cost. You have the option of using our courier at discounted rates. DPD can pick up from your home for £15 for a parcel up to 20kg or you can drop off at one of 2,500 DPD locations for £5.99. Please ask Customer Services for a pre-paid label, the cost of which we will deduct from your refund. If you choose to use your own courier, please ensure you use a reputable provider and a recorded delivery service as you are responsible for the products until we receive them. We will not be responsible for products that are damaged in transit before they reach us. You may wish to insure more expensive items.

If you are returning faulty or misdescribed goods, please contact Customer Services for a pre-paid returns label. You can drop off at any one of 2,500 DPD locations throughout the UK. If it is not convenient for you to use the pre-paid returns service, you can return the products at your own cost. If you choose to do this, once we have verified that the product is faulty, we will reimburse your reasonable return carriage costs.

If you do use your own courier, please return your products to CCL Computer Limited, Inmoor Road, Off Cross Lane, Tong, West Yorkshire, BD11 2PS. Your RMA number should be clearly visible on the outer packaging to avoid any processing delays.

When returning products to us (regardless of the reason), it is your responsibility to make sure that the products are properly packaged (ideally in the original packaging).  Products should be returned with all accessories and documentation. Please see our Packaging Guidelines for instructions on how to repackage the products to make sure they are not damaged in transit (https://www.cclonline.com/help/packaging-guidelines/)

Unfortunately we cannot accept any returns where the serial number and/or other identifying marks have been removed.  Without these, we are unable to confirm that the product that is returned was purchased from us.

Returning items that have been tested and are not faulty

If we test a returned item and it is found not to be faulty, we will return the item to you at your cost.

For customers located outside the UK, it is often not cost effective for us to return a non-faulty product to you, due to additional import and other charges we will have to pay. If this is the case, we will provide you with a full refund, but we will deduct any delivery costs that we covered when you returned the product to us for testing.

For PC bespoke systems, if you do not agree with the outcome of an inspection, our PC sales team may provide you with evidence of the machine in working order through viewable media or testing logs. If you are still not satisfied with the outcome of the inspection, please raise a complaint with our complaints team. The complaints team can be contacted by emailing complaints@cclonline.com.

Damage in Transit

If any items were damaged in transit, we ask that you report it to us as soon as reasonably possible and within 5 working days. (This is the timescale within which we must report damage to our courier partner). If the items are visibly damaged on receipt, please refuse the delivery and contact us to let us know. Please see www.cclonline.com/help/returns/i-have-received-a-damaged-item/ for how to notify us. Please return the products as set out in “How to return products” above. You can choose either a replacement or full refund (via your original payment method), which we will process once we have received the products back from you.

Item Missing or Incorrect Item

If there is an item missing from your order or the wrong item has been sent, then please contact Customer Services on 01274 471206 as soon as possible, and we will do our best to resolve the problem.

Last revised on 23/07/2021