Returns Policy

The following is a partial extract from our terms and conditions. Please refer to the whole policy for full details.

Terms and conditions

Your Statutory Rights

By law, you have the right to withdraw from your purchase of an item within 14 calendar days of the item's delivery to you. To exercise your right of cancellation, you must give us written notice by hand, post, fax or email, giving details of the goods ordered and (where appropriate) their delivery, please head this notice "contract cancellation". Notification by phone is not sufficient. Please note this policy does have some limitations and does not apply to:

Business Customers
Any product that is customisable / bespoke, such as configured PCs

Please note that you will be responsible for the cost and safety of returning the goods to us unless we delivered the item to you in error. The goods must be returned to the address shown on the invoice, and they must be in saleable as-new condition. You must take care to ensure the goods are not damaged in the meantime or in transit. For your protection, we recommend that you use an insured recorded-delivery service, or we can organise a collection using our courier for a £20 fee.

As soon as we receive notice of your cancellation of the order and its safe return, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge within 30 days - we cannot refund any priority, express build fee or postage charge. For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry's Web site here.

Description of Goods/ Warranty and Liability

Although we warrant that the Goods will at the time of delivery correspond to the description given by us all products we sell are of a technical nature and it is not practical to publish detailed specifications of all the products. All images, descriptive matter, specifications and advertising are for the sole purpose of giving an approximate description of the goods. Full details are available from the original manufacturers brochures & websites. Except where the Customer is dealing as a consumer (as defined in the Unfair Contract Terms Act 1977, section 12) all other warranties, conditions or terms relating to fitness for purpose, merchantability or conditions of the goods whether implied by Statute, Common Law or otherwise are excluded and the Customer warrants that the Customer is satisfied as to the Suitability of the Goods for the Customer's purpose. Goods are not sold on a trial basis.

If you buy goods which have no published technical specifications, it is your responsibility to establish the suitability of the goods for your intended purpose.

Time limitations for notification of delivery problems

Damaged in Transit

Should there be any damage to the delivered goods, it will be your responsibility to inform us immediately, but not later than within 3 working days. It is imperative that you take pictures as evidence of damage and do not dispose of any of the packaging, as this will be required to affect your claim against the carrier. We will make a claim against the carrier and arrange for the damaged goods to be collected and replacements to be sent to you.

Shortages

It is your responsibility to sign for the correct number of packages as shown on the delivery or carriers consignment note. If you suspect that there are items missing from the delivery, first check that the order has not been part shipped. Any shortages must be made known to us within 3 days of delivery.

Incorrect Goods

It is your responsibility to notify us of any incorrect goods supplied within 2 days of delivery. If the items are not what you ordered, you must not open the manufacturers packaging or use the item.

Non-Deliveries

We will not accept liability for goods lost in transit unless we are notified within 3 working days from the expected delivery date. We shall accept no liability for shortages, non-deliveries, incorrect goods and goods damaged on delivery outside the reported timescales. Except when extenuating circumstances have prevented notification within the reported timescale.

Product Guarantees

New orders for individual components and/or peripherals are covered by the terms and conditions of the Original Manufacturers Guarantee for a period of 12 months or longer if relevant (please note this does not necessarily apply to components fitted as part of a repair). For PC and laptop systems, products are supplied with a 5 year warranty at no charge, the first 3 years of which covers parts (please note laptop screens are covered for 12 months and laptop batteries are covered for 6 months - applies to all laptops purchased from 30/11/16) and labour and is operated on a collect and return basis (applies to UK addresses only),meaning we will arrange a courier collection at our cost and deliver the product back to you afterwards. The remaining 2 years covers labour costs only and operates on a return to base basis. Should you need to return your product during the last 2 years of the warranty we can organise a collection and return delivery by courier, the current cost for this service is £36.

For PCs and laptops sold in our "Outlet" section, marked as "Outlet" in the product name, we also provide a 5 year warranty. Customers can obtain further information from their local trading standards department. We also offer all customers an exclusive out-of-warranty upgrade or repair service with a single subsidised charge for collection/delivery/labour and discounted parts costs. This is done strictly on a pay as you go basis, so we never charge you for any extended warranty packages they may never need. We believe it to be the best warranty currently available and it comes as standard with all Chillblast PCs.

Monitors purchased from us are covered by the manufacturer's warranty - we have agreements with monitor manufacturers to provide a certain level of service (either collect and return or swap-out). If you experience a problem with your monitor please contact the manufacturer as this will be the quickest resolution.

In the event of hard disk failure or a software issue that necessitates a full software re-installation we are not liable for any loss of data, although we will try our best to recover data where possible.

In the very unlikely event of a full PC or laptop loss, either because of hardware failure which makes it uneconomical to repair the original hardware (within warranty),or because of a courier collection or delivery loss, we will replace the PC or laptop with equivalent hardware in terms of features and performance. We regret that we are unable to replace lost data or purchased software - we strongly recommend that a regular back-up to an external hard disk or an online cloud storage service is kept.

Any PC system returned to us under warranty which is found to have no fault, or the problem described is as a result of additional software installed since delivery, malware infection or virus infection, will be liable to a flat rate charge of £45 to fix the problem, plus £20 to cover our courier costs. In situations where the problem is caused by user damage, the replacement component(s) will be offered at a competitive price. Our technical support team may offer to take remote control of your computer to try to resolve a problem remotely - please note that in such situations we reserve the right to take a credit or debit card number for guarantee purposes; if our engineers then find that the problem is genuinely caused by the computer or product itself, no charge will be made as this will be covered by our warranty, however in any other situation there will be a flat rate charge of £45. All charges include VAT at 20%, unless otherwise stated.

These Regulations implement Directive 97/7/EC of the European Parliament and the Council of 20 May 1997 (O.J. No. L144, 4.6.97, p.19) on the protection of consumers in relation to distance contract...

Cancellation of Orders (Returns Policy - excluding custom built PCs)

If you wish to cancel your order and return it for a full refund, you have up to a total of 14 calendar days to contact us after the final receipt of your order.

You must inform us in writing (email is sufficient) if you wish to cancel your order.

You must return the goods within 14 days of notifying us of the cancellation. We will reimburse you within 14 days of receipt of the goods using the same means of payment as you used when placing the order. We can organise a courier collection (from UK addresses) if you are unable to arrange return by other means, the cost of which will be deducted from the refund. The current cost of courier collection is £20. The refund will include the original delivery charge however if a special service was chosen, such as a Saturday delivery then you will be refunded the value of the standard delivery service. If an order was placed with our express build expedited service we will not refund the cost of this service.

You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. For example, if it goes beyond the sort of handling that might reasonably be allowed in a shop. We will deduct this amount from the value of the refund.

We regret that we cannot accept cancellations of computer software if it is unsealed. Accessories and promotional items are part of the order and must be returned to ensure a full refund is given.

The above terms apply to consumer orders only. For business orders we reserve the right to charge a 25% restocking fee for cancelled or rejected orders.

Changes and Cancellation of Orders (Customisable / Bespoke products such as custom built PCs)

For most products bought online, you have a legal right to change your mind within 14 days, however this does not apply to certain items such as customised / bespoke products built to a customer’s requirements. For custom built PCs (purchased via our online configurator or our customer service team) we reserve the right to charge a £100 change fee if you decide to make a change to your order once it has been placed, and if you decide to cancel your order we will deduct a 10% restocking fee from the refunded amount. It is vitally important that when you place your order that you check all details are correct. Should you notice any issue please call us as soon as possible on 0330 390 4163 or alternatively email [email protected].

Faulty Goods

If you think that the product you have purchased is faulty or incompatible with your computer system we may refer you to the manufacturer, due to their extensive knowledge of their product. If the manufacturer agrees that the product is faulty, in most cases they will be able to authorize a replacement/repair of the product direct to you.

A restocking fee of up to 25% is charged on returns, which prove to be non-defective.

Opened software shall not be accepted for credit. If any discs are found to be faulty you may be asked to contact the manufacturer directly.

Delivery of Systems and Maintaining your PC

While we do everything possible to make sure that your new computer system arrives in exactly the same perfect state as it leaves us in, occasionally items arrive damaged or items of an order go missing. For this reason we ask you to check the entire contents of your order as soon as possible after signing for it. In the event the courier fails to deliver a system on the scheduled date, we will in no way be responsible for any lack of earnings resulting from the delay.

Damaged items must be reported to us within 3 working days of receipt, otherwise we may not be able to assist you. In the event that your delivery is made at the weekend and you cannot contact us by phone, please send an email to [email protected] with your original order ID, or name and address, giving details and we will contact you on the following Monday.

You must keep the original box and packaging (including all foam or polystyrene inserts) for your computer tower, please!

Just like any other piece of electronics equipment, a computer system tends to attract dust. You MUST make an effort to periodically check for a build up of dust, as this can cause the system to overheat, and may cause premature failure of hardware components.

If your computer is returned to us and we find a large build up of dust or other dirt inside the tower, then we reserve the right to charge for the repair costs. For this reason we suggest keeping the area your computer tower is in clean and tidy, and if you are concerned about dust build up then we suggest taking your computer to a local computer store twice a year for a hardware inspection / clean.

Tobacco smoke leaves greasy deposits on hardware components and can cause premature component failure. Excessive build ups of grime due to smoke damage (including from e-cigarettes and vaping) not covered by your warranty and we reserve the right to charge for replacement components damaged in this manner.

Delivery of Systems and Maintaining your PC

You must keep the original box and packaging (including all foam or polystyrene inserts) for your computer tower, please!

PC Systems Warranty Service

In the event that your Chillblast PC system is returned for warranty repair work, it is recommended that you have an up to date backup of your data and programs before arranging the return. Although we always try to resolve problems without formatting hard disks and reinstalling Windows, occasionally this is unavoidable and in such situations we are not liable for any loss of data or programs.

Issue of Advance RMA Replacements

If we diagnose a fault which relates to a component that can easily be replaced by you (e.g. memory/RAM, graphics cards, DVD drives etc.) we will offer to issue an advance RMA replacement. This means we will send a replacement component for you to fit before you send your faulty component back to us. If you agree to an 'advance RMA replacement' we will take a credit/debit card number which will be used to pre-authorise (but not actually charge) the cost of the replacement item. If you do not return the faulty item(s) within 7 days of receiving the replacement, we will charge your credit/debit card for the amount which was pre-authorised during the original request for the advance RMA replacement. If you then return the faulty item(s) at a later date, we will refund this charge minus a 5% card transaction fee and £10 administration fee. If your circumstances make it impossible to return the item within this period, you must phone within 7 days to inform us of any expected delay. Please note that it is your responsibility to ensure that items returned are suitably packaged to avoid any damage during transit; we will check all items received for user damage and shipping damage before cancelling your credit/debit card pre-authorisation amount. If an item is found to have user damage, or is found to have been damaged during transit as a result of poor packaging, we reserve the right to charge your credit/debit card for the full amount which was pre-authorised.

Assuming all faulty items are returned to us within 7 days of receiving the replacement, we will cancel your credit/debit card pre-authorisation within 5 days of receipt. If you returned the faulty item by Royal Mail, please let us know the postage cost and we will be happy to provide a full refund for this – postage costs will be checked against the postmark on the package that we receive from you and a refund will be issued to the card on your original order (if still valid) or alternatively by PayPal or Bank Transfer.

If you do not wish to take advantage of our advance RMA replacement offer, we will issue a returns number and you may return the faulty item to us in your own time. Once the faulty item has been received and checked for any user damage or shipping damage as a result of poor packaging, we will send you a replacement as soon as we can, stock permitting. Again we are happy to refund your postage cost, or for larger / expensive items we will arrange a courier collection.

Waste Electrical and Electronic Equipment (WEEE)

The products we sell may contain substances that can be hazardous to the environment if not disposed of properly. Electrical and electronic equipment should never be disposed of with general household waste but must be separately collected for their proper treatment and recovery.

The crossed-out bin symbol, placed on the product, reminds you of the need to dispose of the product correctly at the end of its life. In this way you will assist in the recovery, recycling and reuse of many of the materials used in this product.

At the end of the life of your computer system you may return it to us for proper treatment and disposal. When buying a new computer system from us you also have the possibility to return another end of life computer system for proper disposal. Please either return your old computer to our address (Chillblast, Inmoor Road, Birkenshaw, Bradford, BD11 2PS),or please call us to arrange a collection by courier.

Refunds

If for any reason you are issued with a refund, please note the following:

All refunds will be issued to the same payment method as on the original order. A refund will usually reach your credit card account within 4 working days, please allow up to 10 working days for it to be credited. If the goods are found not to be faulty or they have been damaged by misuse, they will be returned to you and no refund will be issued. The relevant manufacturer will process all offers of "Money Back" guarantees and you should contact them directly to arrange return and refund.

Liability

Except as may be implied by law and except in the case of death or personal injury where the Customer is dealing as a consumer, in the event of any breach of these Terms and Conditions by us the remedies to you shall be limited to damages which shall in no circumstances exceed the price of the Goods and we shall under no circumstances be liable for any indirect, incidental or consequential damages.

Force Majeure

We will not be under any liability whatsoever in the event that we are prevented or delayed from supplying or making delivery of any Goods by any reason or cause beyond our control.

No Waiver

Our failure to insist upon strict performance of any provision of these Terms and Conditions shall not be deemed to be a waiver of our rights or remedies in respect of any present or future default of the Customer in performance or compliance with any of these Terms and Conditions.

Severability

In the event that any or any part of these Terms and Conditions shall be determined invalid, unlawful or unenforceable to any extent such term, condition or provision shall be severed from the remaining Terms and Conditions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

These Terms and Conditions shall be construed in accordance with English Law.