Returns & warranty

Your statutory rights

Nothing in this policy reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Goods must be as described, of satisfactory quality and fit for purpose - and if they aren't, you're entitled to a repair, replacement or refund as the law sets out.

Changed your mind? 14 days

For any build ordered from a shop listing as specced, you have 14 days from the day you collect it to cancel for any reason, and a further 14 days to return the machine. Bring it back complete and undamaged, with its packaging, and I'll refund the full price within 14 days of getting it back. Before collection you can cancel at any point at no cost, because nothing has been paid.

Fully bespoke commissions - machines specced to your personal requirements through a custom enquiry - are made to your specification, so the 14-day cooling-off right doesn't apply to them in the same way. I'll make that clear in writing before you pay for any custom work, and your statutory rights about faults always apply regardless.

Faults: the 2-year labour warranty

Every build carries a 2-year labour warranty: if it develops a fault, diagnosis and repair work costs you nothing for two years from collection. Individual components are additionally covered by their manufacturers' warranties (typically 2–5 years depending on the part), and I'll handle those claims for you - you deal with me, not a parts maker's support line.

Within the first 30 days, a genuine hardware fault entitles you to a full refund if you'd rather not have a repair - that's your short-term right to reject under the Consumer Rights Act, and I won't argue with it.

What the warranty doesn't cover

Physical damage, liquid spills, overclocking beyond the settings the machine shipped with, modifications that damage other components, and software issues unrelated to hardware (those I'll still help with - there just might be a service charge). Opening the case to add storage or RAM does not void anything; it's your machine.

Repairs & servicing work

Repair work is guaranteed for 90 days: if the same fault returns within that window, the follow-up labour is free. Parts fitted during repairs carry their manufacturer warranties.

How to start a return or claim

Email hello@ochilpcs.co.uk with your order details and what's happened, or use the enquiry form. You'll get a reply from me, usually within one working day, with the next steps.