Delivery, Returns & Refunds Policy

Last updated: May 2026

At House of Computers Ltd, we aim to provide a clear, fair and professional service for all customers purchasing online, by phone, or in-store.

This policy explains our delivery, returns, refunds, exchanges and warranty process for products purchased from House of Computers Ltd.

House of Computers Ltd
48 Tottenham Court Road
London
W1T 2EF
United Kingdom

1. Delivery Information

We deliver products across the UK and may also offer delivery to selected international destinations, subject to availability, courier acceptance and additional checks.

Delivery options and charges may vary depending on the item, value, size, weight, destination and courier service selected.

UK Delivery

Most UK orders are dispatched using a tracked courier service. High-value items such as laptops, graphics cards, custom PCs, workstations and other expensive electronics may require a signature on delivery.

Estimated delivery times are provided as a guide only. While we make every effort to dispatch orders promptly, delays may sometimes occur due to courier issues, stock availability, payment checks, address verification or circumstances outside our control.

Collection from Store

Customers may choose to collect eligible items from our store at:
House of Computers Ltd
48 Tottenham Court Road
London
W1T 2EF

Please wait for confirmation that your order is ready before visiting the store. Proof of purchase and valid identification may be required for collection.

Failed Delivery or Incorrect Address

Customers are responsible for providing the correct delivery address and contact details at the time of ordering. If a delivery fails because incorrect or incomplete details were supplied, additional delivery charges may apply.

If an item is returned to us by the courier due to failed delivery, refusal, non-collection or incorrect address details, we may deduct the courier charges and any related costs from the refund.

Delivery Damage

Please inspect your parcel as soon as it arrives. If the outer packaging appears damaged, please take clear photos before opening the parcel.

Any delivery damage, missing items or incorrect items must be reported to us as soon as possible, preferably within 24–48 hours of delivery, so we can raise the issue with the courier and investigate promptly.

2. Online Returns – Change of Mind

For most online, phone or distance purchases, customers have the legal right to cancel their order within 14 days of receiving the goods. After notifying us of cancellation, customers then have a further 14 days to return the goods.

To request a return, please contact us before sending anything back. We may provide return instructions and a return reference.

Returned goods must be:

• Unused, except for reasonable inspection;
• Complete with all original packaging, accessories, manuals, cables, adapters and free gifts;
• In a condition suitable for resale as new;
• Free from customer damage, marks, scratches, liquid damage, misuse or modification;
• Returned with matching serial numbers and proof of purchase.

Customers are responsible for return postage costs for change-of-mind returns unless we have supplied the wrong item or the item is confirmed faulty.

We strongly recommend using a tracked and insured delivery service. The customer is responsible for the item until it is safely received by us.

3. Condition of Returned Goods

Customers may inspect goods in the same way they would reasonably inspect them in a shop. However, if goods have been used beyond what is necessary to inspect them, we may reduce the refund to reflect any loss in value. Government guidance allows businesses to reduce refunds where goods have been handled more than necessary.

A deduction may apply where an item is returned:

• Used or marked;
• Missing original packaging or accessories;
• With damaged packaging;
• With activated software, registered accounts or removed security seals;
• With personal data, passwords, Apple ID, Google account, BIOS password or other locks still present;
• With missing or mismatched serial numbers;
• Damaged due to misuse, incorrect installation or customer handling.

For technology products, customers must remove all personal data, accounts, passwords and device locks before returning the item.

4. Items That Cannot Be Returned for Change of Mind

Some products cannot be returned for change of mind once opened, used, customised, activated or specially ordered, unless they are faulty or not as described.

This may include:

• Custom-built PCs or workstations built to customer specification;
• Upgraded, modified or configured laptops, desktops or servers;
• Special order items sourced specifically for the customer;
• Opened software, licence keys, digital products or activated subscriptions;
• Items with manufacturer registration completed;
• Used, refurbished or clearance items where sold as described;
• Products damaged, altered or installed by the customer;
• Components damaged due to incorrect installation, overclocking, misuse or physical damage.

This does not affect your statutory rights if an item is faulty or not as described.

5. Faulty Products

If you believe an item is faulty, please contact us with your order details and a clear description of the issue.

We may ask for photos, videos, serial numbers or troubleshooting information before confirming the next step.

For faulty products, we reserve the right to inspect and test the item before confirming whether a repair, replacement or refund is applicable. Retailers commonly reserve the right to inspect products before confirming a fault, especially for electronics.

If the fault is confirmed and is not caused by misuse, accidental damage, incorrect installation, liquid damage, customer modification, software issues or third-party repair attempts, we will offer a suitable remedy in line with your statutory rights.

Depending on the circumstances, this may include:

• Repair;
• Replacement;
• Exchange;
• Refund.

If no fault is found, or if the issue is caused by software, settings, misuse, accidental damage or customer installation, the item may be returned to the customer and inspection, labour or delivery charges may apply.

6. Custom PCs, Gaming PCs & Workstations

Custom-built PCs and workstations are built or configured to customer requirements. These systems may include specially sourced components, BIOS configuration, Windows installation, driver setup, stress testing and cable management.

Because custom systems are made to order, they cannot normally be returned for change of mind once the build has started or the system has been completed, unless faulty or not as described.

Before delivery or collection, our custom systems are professionally assembled and tested where applicable. This may include:

• Hardware assembly;
• BIOS configuration;
• Firmware or driver updates;
• Windows installation where purchased;
• Memory profile setup such as XMP or EXPO where suitable;
• CPU, GPU, RAM and storage testing;
• Temperature and stability checks;
• Final quality control.

Any warranty claim on a custom PC must be inspected by House of Computers Ltd or an authorised service partner. Warranty may be affected if the system is opened, modified, damaged, overclocked incorrectly, repaired by a third party, or used outside normal operating conditions.

7. In-Store Purchases

For items purchased in-store, change-of-mind returns are accepted only at our discretion and subject to the item being unused, complete, in original packaging and suitable for resale.

This does not affect your statutory rights if an item is faulty, not as described or not fit for purpose.

For in-store purchases, we may offer an exchange, credit note or refund depending on the product condition and circumstances.

8. Used, Refurbished or Clearance Products

Used, refurbished, open-box or clearance products are sold according to their stated condition at the time of sale.

These items may show signs of previous use, cosmetic marks, reduced battery health or missing original packaging, where this has been made clear before purchase.

Change-of-mind returns for used, refurbished or clearance items may be limited and are assessed case by case. Faulty items remain covered by your statutory rights and any warranty specifically provided at the time of sale.

9. Repairs and Service Work

Repair services, diagnostics, labour charges, installation work, software work and data recovery services are separate from product returns.

Diagnostic and labour charges are generally non-refundable once work has started or the service has been carried out.

Where parts are specially ordered for a repair, a deposit may be required. Special-order parts may not be refundable once ordered unless faulty or incorrectly supplied.

Customers are responsible for backing up their data before any repair or service work. House of Computers Ltd is not responsible for data loss unless separately agreed in writing.

10. Refunds

Once we receive and inspect the returned item, we will confirm whether the return has been accepted.

Approved refunds will normally be processed back to the original payment method. Banks and payment providers may take additional time to show the refund in your account.

For online cancellations, refunds will be processed in line with applicable UK consumer law. We may withhold the refund until the goods are returned to us or until the customer provides evidence that the goods have been sent back.

Original standard delivery charges may be refunded where required by law. Premium delivery charges, additional services, installation charges, diagnostic fees or return postage costs may not be refundable unless the item is confirmed faulty or incorrectly supplied.

11. Exchanges

Exchanges may be offered depending on stock availability and product condition.

If the replacement item is more expensive, the customer must pay the difference. If the replacement item is cheaper, we may refund the difference or issue store credit, depending on the circumstances.

12. Serial Numbers and Fraud Prevention

For security and fraud prevention, we record serial numbers for many products before dispatch or collection.

Returned items must match the serial numbers supplied by House of Computers Ltd. We may refuse a return if:

• The serial number does not match our records;
• The serial number has been removed, altered or damaged;
• A different item has been returned;
• The item has been tampered with, modified or damaged.