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Refund & Returns Policy

At PCHeaven, we want you to shop with confidence. We understand that sometimes things don’t go as planned—whether it’s a change of mind, an issue with compatibility, or a faulty product. That’s why we’ve created a clear and fair Returns & Refunds Policy to support our customers.

This policy outlines your rights, our responsibilities, and what to expect when returning a product to us.

1. Your Right to Cancel (Change of Mind)

As a UK-based business, we fully comply with the Consumer Contracts Regulations 2013, which give you the right to cancel your order within 14 calendar days of receiving your goods.

To qualify:

  • The item must be in unused, resalable condition.

  • All original packaging, accessories, manuals, and seals must be intact.

  • You must notify us within 14 days of delivery that you wish to cancel and return the item.

Once we receive the item back and inspect it, we will issue a full refund within 5 working days (excluding original delivery charges unless the entire order was faulty or incorrect).

Please note: You are responsible for the return shipping costs unless the product is faulty or incorrect.

2. Faulty or Damaged Items

If you receive a product that is faulty, damaged, or develops a fault within the warranty period, we’re here to help.

If an item is faulty on arrival:

  • Contact us within 7 calendar days of delivery.

  • Provide a description of the issue, along with clear photos or videos where applicable.

  • We will arrange a free return or replacement at no cost to you.

If a fault develops later:

  • Most products are covered under a manufacturer’s warranty (typically 12 months or more).

  • We will help facilitate the warranty claim process with the manufacturer or supplier, or where appropriate, handle it directly.

All returns of faulty goods are tested. If no fault is found, or if the item shows signs of misuse, a restocking fee may apply, or the return may be refused.

3. Incorrect or Missing Items

If you receive the wrong item, or your order is incomplete:

  • Contact us within 48 hours of receiving your order.

  • We’ll investigate the issue immediately and arrange for the correct item to be sent, or the missing items to be delivered.

In the case of an incorrect item, we may arrange a courier collection or provide a pre-paid label for you to return it.

4. Returns Process

To initiate any return, please contact our customer support team with:

  • Your full name and order number

  • The product(s) you wish to return

  • The reason for return

  • Supporting photos (if applicable)

Once your return is approved, we’ll provide you with:

  • A Return Merchandise Authorisation (RMA) number

  • Full instructions for packaging and sending the item safely

  • Any return labels or courier arrangements (if applicable)

Please do not send items back without contacting us first, as this may delay or invalidate your return.

5. Non-Returnable Items

We regret that we cannot accept returns for the following (unless faulty):

  • Software, digital licenses, and downloadable products

  • Products with activated, registered, or broken seals

  • Custom-built PCs or systems made to order

  • Items received more than 30 days ago (unless within warranty and faulty)

  • Items returned in used or non-resalable condition (for change-of-mind returns)

6. Refund Timeframes

Once your return is received and inspected, refunds will be processed within 3–5 working days, using the original payment method. We’ll email you confirmation once your refund is issued.

Depending on your bank, it may take an additional few days for the funds to appear in your account.

7. Contact Us

We’re here to support you throughout the returns process. If you have any questions or need help, please get in touch:

  • Email: [email protected]

  • Phone: +44 7835901071

  • Business Hours: Monday to Friday, 9:00 AM – 5:30 PM

  • Company Name: PCHeaven Ltd

  • Company Number: SC836693

  • Registered Address: 21/6 Calder Grove, Edinburgh, EH11 4LX

We are committed to fair and transparent trading, and we comply with all applicable consumer protection laws in the United Kingdom. Our goal is always to resolve issues quickly and professionally, and ensure that you’re satisfied with your experience at PCHeaven.