Returns and Warranty

PC36 Returns & Warranty Policy

Last updated: 04/10/2025

Key Points (Summary)

  • Physical Products:
    • 14-day cooling-off period from delivery.
    • Must be returned in as new condition with packaging.
    • Buyer pays return shipping to us (we recommend insured DPD); PC36 pays shipping back.
    • Configurator/Custom PCs: 10% restocking fee applies unless faulty.
    • Ready-to-Go PCs: no restocking fee if returned mint.
    • Returns refused if tampered with or serials don’t match.
  • Digital Products:
    • Educational products (guides) refundable within 7 days of purchase.
    • Software keys, gift cards, personalised items, and hygiene items (once opened) are non-refundable.
  • Warranty:
    • 3 years return-to-base warranty on most PCs (check product listing).
    • Standard: you pay shipping to us, we pay shipping back.
    • Premium: PC36 pays all shipping, plus priority turnaround.
    • Covers parts & labour; excludes accidental damage, tampering, 3rd-party repairs, software issues, and normal wear.
  • Process:
    • Start a return or claim via info@pc36.co.uk or Live Chat.
    • Remote support comes first; return-to-base address provided if needed.
    • Repairs: 10–14 days standard, 2–5 days premium (subject to OEM lead times).
    • After warranty expires, we can still repair for a fee.

1. Returns & Refunds

Cooling-Off Period – Physical Products

  • You have the right to cancel your order within 14 days of receipt.
  • “Receipt” means the order has reached the point of delivery, which may be your residence, business address, or a designated pickup point.
  • You must notify us within 14 days of receipt that you wish to return the item. You then have a further 14 days to return it to us.

Condition of Returns

  • Items must be returned in as new, resaleable condition, showing no signs of use.
  • All original packaging and accessories must be included to ensure safe transit.
  • Returns may be refused, or a deduction applied, if items are returned in a diminished condition.

Responsibility During Return

  • Returned goods remain your responsibility until received by us.
  • We recommend using a tracked and insured courier service such as DPD with appropriate cover, although this is not mandatory.
  • Refunds will only be processed once the item has been received and inspected.

Restocking Fees

  • Configurator and Custom Spec PCs: subject to a 10% restocking fee if returned (unless faulty).
    • This covers labour, inspection, and the reduced resale value of a built system.
  • Ready-to-Go PCs: no restocking fee applies if returned in mint condition.

Rejection of Returns

Returns will be rejected if:

  • Serial numbers or hardware IDs do not match those originally supplied.
  • There is evidence of tampering, modification, hacking, or cheating software being used on the item.

Faulty Goods

  • You have a statutory 30-day right to reject faulty goods for a full refund.
  • After 30 days, your rights are to a repair or replacement, and only a refund if these are not possible.
  • Please see the Warranty Coverage section below for further details.

Digital Products

  • For educational products (e.g. PC36 Digital Build Guides), you may request a refund within 7 days of purchase, even if the product has been accessed.
  • After this period, refunds are no longer available.

Exclusions – not returnable/refundable:

  • Windows license keys and other single-use software licenses.
  • Gift cards.
  • Personalised/custom items (such as clothing or engraving).
  • Hygiene-sensitive items (such as earphones or headsets) if packaging has been opened.

Refunds

  • Refunds are issued to the original payment method only.
  • Refunds will be processed within 14 days of us receiving your returned item (or within 14 days of cancellation confirmation for eligible digital products).

2. Warranty Coverage

Warranty Tiers

Standard Warranty (included with all PCs):

  • Duration: Most PCs include 3 years return-to-base warranty as standard (check individual product listings for details).
  • Process: Customer pays for shipping the PC to us; PC36 pays for return shipping back to the customer.
  • Turnaround: Repairs are normally completed within 10–14 working days.

Premium Warranty (optional upgrade):

  • PC36 pays for all shipping, including collection from your address.
  • Queue-jump and priority repair service.
  • Turnaround: Repairs normally completed within 2–5 working days.

Manufacturer (OEM) Warranty

Some components may carry an additional manufacturer (OEM) warranty beyond the PC36 coverage. In such cases, you may deal with the manufacturer directly, or PC36 can assist on your behalf for the duration of their warranty.

What the Warranty Covers

  • Parts and labour for repairs or replacements due to hardware failure.
  • Shipping (as above — return-to-base for Standard, full coverage for Premium).
  • Remote support for diagnosing and resolving software or configuration issues. Customers must attempt remote assistance with our team before returning the PC.

If components need to be returned to the manufacturer for repair, we are bound by their lead times and cannot guarantee turnaround time.

Exclusions

The warranty does not cover:

  • Accidental damage (drops, liquid spills, electrical surges).
  • Modifications, tampering, overclocking, BIOS alterations, or non-PC36 repairs.
  • Work, upgrades, or repairs carried out by anyone other than PC36.
    • If such work has contributed to or caused the fault, warranty coverage may be refused.
  • Consumables (e.g. thermal paste, batteries, fans after normal wear).
  • Software problems (malware, corrupted operating systems, driver conflicts).
  • Normal wear and tear (dust build-up, cosmetic scratches, thermal pad wear).
  • Networking issues, unless caused by defective hardware.
  • User error, improper handling, or use outside manufacturer guidelines.
  • Digital products, gift cards, and license keys.

Claim Process

  • To make a warranty claim, contact us via:
  • Our support team will first attempt a remote repair where possible.
  • If a return is required, the PC must be shipped to our return-to-base address (provided once your claim is approved).
  • Replacement parts will be supplied with equivalent performance, though not always identical model or brand.
  • Refunds are only offered at PC36’s discretion, and if granted, will be adjusted to reflect the cost of achieving equivalent performance with parts available at the time of refund.

After Your Warranty Ends

If your PC develops a fault outside the warranty period, we may still be able to help. Repairs and parts will be offered on a chargeable basis, with costs confirmed in advance.

Important Notes

  • Refunds are not a guaranteed remedy under warranty; repair or replacement is the primary solution.
  • All returns remain the customer’s responsibility until received by PC36, unless covered by Premium Warranty.
  • Any system showing evidence of tampering, modification, third-party repair, or software-based cheating tools will have its warranty voided immediately.