Returns policy
This policy applies to goods bought as a consumer through our online shop at stokesleycomputerconsultants.uk/shop/. Business customers may be offered different arrangements — contact us if you are buying for trade.
Your rights at a glance
- Faulty or not as described: under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. You have short-term rights to reject (normally within 30 days) and further rights to repair or replacement.
- Change of mind (distance sales): for most goods bought online you have a 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, counting from the day you receive the goods.
How to cancel or return
- Contact us within the relevant period with your order number: info@stokesleycomputerconsultants.uk or 01642 988424.
- We will confirm how to return the item(s) and, where relevant, the address for returns.
- For change-of-mind returns, goods should be unused, in original packaging where practical, and returned at your cost unless we agree otherwise or the law requires differently.
- Once we receive and check the return, we refund using the same payment method where possible (normally within 14 days of receiving the goods or proof of return, as required).
Faulty goods
If an item is faulty, not as described, or fails shortly after delivery, contact us as soon as possible. We will arrange repair, replacement, or refund in line with your Consumer Rights Act rights. Do not attempt to alter or dispose of the item until we have agreed next steps.
Items that may not be returnable for change of mind
The 14-day cooling-off right does not always apply, including (where the Regulations allow) to:
- Sealed software, audio, or video that has been unsealed after delivery
- Digital software licences (for example Bitdefender activation codes) once we have supplied the licence code or download access — these are digital content supplied early with your agreement that the cooling-off right ends when supply begins, except where consumer law still requires a remedy (for example if the licence is faulty or not as described)
- Goods made to your specification or clearly personalised
- Goods that by their nature cannot be resold after opening for hygiene or sealed electronic contents reasons (where exemptions apply)
We will tell you at the time of sale if a product is likely to fall outside the cooling-off right.
Delivery charges on return
For change-of-mind cancellations we normally refund the standard delivery charge where required by law (or the cheapest delivery option we offered). Return postage for change of mind is usually yours to pay. For faulty or misdescribed goods we will cover reasonable return costs.
Damaged in transit
Please inspect parcels on arrival and report damage or shortages within a reasonable time (ideally within 48 hours) with photos of the packaging and product. We will liaise with the courier / supplier as needed.
How this sits with the law
Nothing in this policy reduces your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations. If there is any conflict, your legal rights take priority.