Returns & Refund Policy

This Returns & Refund Policy explains the circumstances in which CraftCore accepts returns, offers repairs, replacements or refunds, and how Customers should notify us of any issues with Goods supplied by CraftCore. Nothing in this Policy limits or excludes any statutory rights available under applicable consumer legislation.

1. Scope

This Policy applies to custom-built desktop computers, complete computer systems, pre-configured systems (if offered), accessories supplied as part of a complete system, and warranty returns.

2. Reporting a Problem

Customers who believe their Goods are faulty, damaged or incorrect should contact CraftCore as soon as reasonably practicable. To help us investigate efficiently, please provide:

• order number;
• name and contact details;
• description of the issue;
• photographs and videos where appropriate;
• any relevant error messages.

3. Goods Damaged in Transit

If packaging appears damaged on delivery, Customers should inspect the parcel carefully before opening, take photographs of the outer packaging, retain all packaging materials, and notify CraftCore as soon as reasonably practicable. Where transit damage is confirmed, CraftCore will work with the courier to resolve the matter.

4. Incorrect Goods

If the Customer receives Goods that do not materially match the confirmed order specification, they should notify CraftCore promptly. Where an error is confirmed, CraftCore will arrange an appropriate remedy, which may include collection of the incorrect Goods, repair or reconfiguration, replacement, or refund where appropriate.

5. Faulty Goods

If a fault develops, CraftCore will assess the issue in accordance with the Warranty Policy and applicable consumer legislation. CraftCore may provide remote diagnostic assistance, arrange collection, repair the Goods, replace defective components, replace the system, or provide another appropriate remedy required by law.

6. Custom-Built Systems

Most CraftCore systems are built specifically to the Customer's chosen specification. Returns based solely on a change of mind may not always be available once production has commenced, subject to applicable consumer legislation. Where cancellation or return rights exist under law, nothing in this Policy removes or restricts those rights.

7. Order Cancellations

Customers may cancel an order within 24 hours of placing it, provided assembly has not commenced. Where cancellation is accepted, the order will be cancelled, any payment received will be refunded using the original payment method, and no cancellation fee will normally apply. If assembly has already begun, different rules may apply. CraftCore will consider each request in accordance with applicable consumer law.

8. Return Authorisation

Customers should contact CraftCore before returning any Goods. Where a return is appropriate, we will provide instructions on packaging, the collection or return process, any documentation required, and a return reference number if applicable. Unauthorised returns may result in delays.

9. Packaging Returned Goods

Where reasonably possible, returned Goods should be packaged using the original packaging. If unavailable, Customers should ensure the Goods are packed securely to minimise transit damage. CraftCore may provide guidance on suitable packaging.

10. Inspection of Returned Goods

Returned Goods will be inspected to determine the reported fault, whether transit damage has occurred, whether the issue is covered by the Warranty Policy, and whether another legal remedy applies. Testing may include hardware diagnostics, stress testing and visual inspection.

11. Repairs

Where repair is the most appropriate remedy, CraftCore will aim to complete repairs within a reasonable period. Repair times may vary depending on availability of replacement parts, supplier lead times, complexity of the fault, and diagnostic testing.

12. Replacements

Where repair is not practical or proportionate, CraftCore may replace individual components or the complete system. Replacement components may be identical, equivalent, or newer models providing comparable or improved performance where the original is no longer available.

13. Refunds

Where a refund is appropriate, it will normally be processed using the original payment method. CraftCore aims to process approved refunds promptly after receiving returned Goods (where applicable) or confirming the Customer's entitlement to a refund. The time taken for funds to appear may vary depending on the payment provider.

14. Exclusions

This Policy does not apply to issues caused by: accidental damage, liquid damage, misuse, unauthorised repairs, unauthorised modifications that cause or contribute to the fault, malware or viruses, software corruption, third-party software, normal wear and tear, or damage resulting from failure to follow reasonable operating instructions. Such issues may still be eligible for a paid repair service, subject to inspection and quotation.

15. Customer Responsibilities

Customers should inspect Goods promptly after delivery, report faults as soon as reasonably practicable, back up important data before returning Goods, package returned Goods securely, and follow any reasonable return instructions provided by CraftCore. CraftCore cannot guarantee that data stored on returned devices will be preserved during repair or replacement.

16. Statutory Rights

Nothing in this Returns & Refund Policy limits or excludes any rights available to Consumers under applicable legislation, including the Consumer Rights Act 2015. Where this Policy conflicts with mandatory legal rights, the law shall prevail.