Returns & Refunds Policy – PCHeaven
At PCHeaven, we are committed to providing a smooth and reliable shopping experience. As an online-only retailer with our own UK-based warehouse, we strive to ensure all orders are processed efficiently and arrive in perfect condition. However, we understand that sometimes things don’t go as planned. That’s why we offer a transparent and customer-friendly returns policy.
This policy outlines your rights and what to expect when returning items to us.
1. 30-Day Return Policy (Change of Mind)
You have 30 calendar days from the date you receive your item(s) to request a return, in accordance with the Consumer Contracts Regulations 2013.
To qualify for a full refund:
The item must be in unused, resalable condition.
All original packaging, accessories, and manuals must be returned.
You must notify us within 30 days of receiving the product.
Once we receive and inspect the returned item, a full refund will be issued within 3–5 working days (excluding delivery costs unless the entire order was incorrect or faulty).
Return postage costs are the buyer’s responsibility unless the item is faulty, damaged, or incorrect.
2. Faulty, Damaged, or Defective Items
If your product is faulty or damaged on arrival:
Please contact us within 7 calendar days of delivery.
Include a description of the issue and, if possible, attach clear photos or videos.
We will arrange a free return or replacement.
If a fault develops later:
Most products include a 12-month manufacturer’s warranty or longer.
We will support your claim with the manufacturer or handle it directly where applicable.
All returned items will be tested. If no fault is found or the item shows signs of misuse, we may refuse the return or apply a restocking fee.
3. Incorrect or Missing Items
If you receive the wrong item or an item is missing from your order:
Please notify us within 48 hours of receiving your delivery.
We will investigate and arrange the correct item to be sent or the missing item to be delivered promptly.
In the case of an incorrect item, we’ll provide a pre-paid return label or arrange a courier collection.
4. Returns Process
To start a return, please contact our support team with:
Your full name and order number
The product(s) you wish to return
The reason for return
Photos or videos, if applicable
After approval, we will issue:
A Return Merchandise Authorisation (RMA) number
Instructions for safely packaging and returning the item
Return labels or courier info (if applicable)
⚠️ Do not return products without contacting us first, as this may cause delays or invalidate your return.
5. Non-Returnable Items
Unless faulty or damaged, we do not accept returns on the following:
Software, digital products, or license keys
Opened or activated products with broken seals
Custom-built PCs or made-to-order systems
Products returned after 30 days (unless under warranty and faulty)
Items that are used, damaged, or not in resalable condition (for change-of-mind returns)
6. Refund Timeframes
Once your return is received and inspected:
Refunds are processed within 3–5 working days
Funds are returned to the original payment method
A confirmation email will be sent when your refund is issued
Depending on your bank, it may take a few additional days for the refund to appear.
7. Contact Information
We’re here to help with any issues or questions regarding returns.
Email: [email protected]
Phone: +44 7835 901071
Business Hours: Monday – Friday, 9:00 AM – 5:30 PM
Company Name: PCHeaven Ltd
Company Number: SC836693
Registered Address: 21/6 Calder Grove, Edinburgh, EH11 4LX, United Kingdom
At PCHeaven, we are dedicated to fair trading practices and comply with all UK consumer protection laws. We aim to resolve all return matters quickly and professionally, ensuring your satisfaction every step of the way.