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Refund and Returns Policy

1. Overview

This Returns & Refunds Policy explains how we handle returns, exchanges and refunds for orders placed through ace-computers.co.uk. It is designed to be clear and fair, and should be read together with our Terms & Conditions and Delivery Policy.

Nothing in this policy affects your statutory rights under UK consumer law.

2. Change‑of‑mind returns (online consumer orders)

If you are a consumer (not a business customer) and you purchase online, you generally have the right to change your mind within 14 days of receiving your goods.

  • • You must notify us in writing (email or letter) within 14 days of delivery that you wish to cancel.
  • You then have a further 14 days to return the goods to us.
  • Goods must be returned in as‑new condition, with all original packaging, accessories, manuals and any promotional items.

Some items are excluded from change‑of‑mind returns, such as:

  • Software, downloadable products and licence keys once activated or unsealed
  • Custom‑built or personalised systems (see section 4)
  • Items that cannot be returned for hygiene or safety reasons if unsealed (e.g. certain headsets/earbuds)

We will refund the price you paid for the goods, excluding our standard delivery cost, within 14 days of receiving the returned items or proof of posting, whichever is earlier. We may deduct an amount if the value of the goods has been reduced by your handling beyond what is necessary to inspect them.

Unless we have agreed otherwise, you are responsible for the cost of returning items to us for change‑of‑mind cancellations.

3. Faulty or damaged items

If an item arrives damaged or develops a fault:

  • Contact us as soon as possible with details and your order number.
  • If the item is faulty or damaged within 30 days of delivery, you may be entitled to a refund or replacement, subject to inspection.
  • After 30 days, we will normally arrange a repair or replacement in line with manufacturer warranty and your statutory rights.

We may ask you to return the item for inspection or to work with the manufacturer/our suppliers to diagnose the issue. If the item is confirmed faulty, we will cover reasonable return postage costs or provide a prepaid label.

This sits alongside our 1‑year warranty coverage on PC parts and builds and specific coverage for inks and printing supplies, as described below.

4. Custom‑built PCs and special orders

All PC components and custom‑built PCs (including all installed parts) are covered by our 1‑year warranty from the date of purchase, in addition to any manufacturer warranties. Because custom systems are built to your specification:

  • They may not be eligible for change‑of‑mind cancellation once build has commenced, except where required by law.
  • Where we agree to a return of a non‑faulty custom system, we may apply a reasonable restocking or configuration fee to cover build and testing time.

If a component fails within the warranty period, we aim to diagnose and replace the part and have the system back to you as quickly as possible, typically within around 7 working days, subject to parts availability.

5. Ink & printing supplies

All printer inks purchased from us are covered by a 1‑month warranty from the date of purchase.

  • If an ink product does not work as expected, please contact our technical support team first; we may be able to resolve compatibility or usage issues without needing a return.
  • If the product is faulty, we will arrange a replacement or other suitable remedy in line with your rights.

6. Labour & repairs

Where labour is required outside of standard warranty coverage:

  • We offer reduced‑price labour on computers and products purchased from us as a thank you for shopping with Ace Computers.
  • Our technicians can repair a wide range of electronics; we will provide a quote before carrying out any chargeable work.

7. How to request a return or refund

To request a return or refund:

1. Contact us with your order number and details of the issue:

  • Email: support@ace-computers.co.uk
  • Phone: 01524 411666

2. We will advise you of the next steps, including:

  • Whether the item needs to be returned
  • The return address and any reference numbers
  • Whether we will provide a prepaid label or whether you should arrange postage

3. Please pack items securely to avoid damage in transit and include any accessories, manuals and original packaging where possible.

We recommend using a tracked and insured service for returns you arrange yourself. We cannot be responsible for items lost or damaged in transit.

8. Refund method

Where a refund is due, we will process it using the original payment method wherever possible.

If this is not possible, we will agree an alternative method with you.

9. Business customers

Different terms may apply for business customers and trade accounts. Please contact us to discuss any returns or warranty issues relating to business purchases.