Refunds & Returns

For most products purchased online or by telephone, consumers may cancel their order from the date it is placed until 14 days after receiving the goods.

Customers do not need to provide a reason for cancelling.

To cancel, the customer must clearly notify Tech Repairs Dundee by emailing info@techrepairsdundee.co.uk or contacting the store.

After notifying us, the customer must normally return the goods within 14 days.

Returned products must, where reasonably possible:

• Be complete and include all supplied accessories
• Include the original packaging
• Be securely packaged for transportation
• Be accompanied by proof of purchase or the order number
• Not contain customer accounts, passwords or personal data
• Have activation locks, Find My, Google locks and similar security features removed

Customers may inspect goods as they would in a physical shop. We may reduce the refund if handling beyond what is reasonably necessary has diminished the product’s value.

Opening packaging does not automatically remove cancellation rights unless a lawful exception applies.

Unless the product is faulty, damaged, misdescribed or incorrect, the customer is responsible for return postage costs.

Customers should use a tracked and appropriately insured delivery service. Tech Repairs Dundee is not responsible for returned items lost or damaged before they reach us because of inadequate packaging or an unsuitable delivery service.

Where goods are faulty, damaged, misdescribed or supplied incorrectly, we will provide an appropriate return method or reimburse reasonable return costs where required by law.

Products may also be returned directly to:

• Tech Repairs Dundee
• 104 Strathmartine Road
• Dundee
• DD3 7SF

Once returned goods are received, we will inspect them and notify the customer of the outcome.

Approved refunds will be issued to the original payment method unless otherwise agreed or legally required.

For valid distance-sale cancellations, refunds will be processed within the period required by law—normally within 14 days after we receive the returned goods or receive acceptable evidence that they were sent back, whichever occurs first.

Where required, we will also refund the cost of the least expensive standard delivery option offered when the order was placed. Additional charges for premium or express delivery are not normally refundable unless the delivery service was faulty.

Bank and payment-provider processing times may affect when the refunded amount appears in the customer’s account.

We do not charge an administration fee for exercising statutory cancellation or faulty-goods rights.

There is no automatic legal right to return a fault-free product purchased in-store simply because the customer changed their mind, ordered the wrong item or no longer wants it.

We may choose to accept a change-of-mind return or exchange as a goodwill gesture, but this is discretionary and does not affect statutory rights relating to faulty, misdescribed or unsuitable goods.

Any goodwill return must be approved by Tech Repairs Dundee and may be subject to the product being unused, complete and in resaleable condition.

Products supplied by Tech Repairs Dundee must be:

• Of satisfactory quality
• Fit for their intended purpose
• As described
• Installed correctly where installation forms part of the contract

If a product is faulty, damaged, misdescribed or unsuitable, customers may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

Consumers generally have a short-term right to reject qualifying faulty goods within 30 days of delivery or purchase.

After that period, we may normally be entitled to offer a repair or replacement before a refund, depending on the circumstances and the customer’s statutory rights.

If a repair or replacement is unsuccessful, impossible, disproportionate or not completed within a reasonable time without significant inconvenience, the customer may be entitled to a price reduction or final right to reject.

Damage caused by accident, misuse, liquid exposure, unauthorised modification, malware, neglect, unsuitable installation by another party or normal wear and tear is not treated as an inherent product fault.

Customers should inspect deliveries as soon as reasonably possible.

If an order arrives damaged, incomplete or incorrect, the customer should contact us promptly with:

• Their order number
• A description of the issue
• Photographs of the item
• Photographs of the packaging and shipping label where relevant

Reporting transit damage promptly helps us investigate with the courier, but a delayed report does not remove rights that cannot legally be excluded.

The statutory right to cancel may not apply to goods that are genuinely made to the customer’s specifications or clearly personalised.

A gaming PC is not automatically excluded from cancellation rights merely because the customer selected standard options from a normal list. The cancellation exception will only be applied where the legal requirements are met.

Before starting a genuinely bespoke build during the cancellation period, we may request the customer’s express agreement and confirmation of the applicable cancellation position.

Deposits and authorised costs for bespoke work will be handled according to the agreed order terms and applicable law.

Cancellation restrictions never remove statutory rights where a custom PC is faulty, misdescribed or not built with reasonable care and skill.

Customers are responsible for checking that separately purchased parts are compatible with their system. We will provide reasonable assistance when the customer supplies accurate system information.

A fault-free component cannot normally be returned after an in-store purchase merely because it is incompatible with the customer’s equipment.

For online purchases, statutory cancellation rights continue to apply unless a valid exception applies.

A component is not considered faulty merely because:

• It is incompatible with other equipment
• The customer’s power supply is insufficient
• A BIOS or software update is required
• Drivers have not been installed correctly
• Another system component is defective
• Performance differs because of system configuration or settings

This does not affect rights where compatibility was expressly confirmed by us using accurate information supplied by the customer.

Cancellation rights may be lost for sealed computer software after the seal has been broken, where the customer was properly informed before purchase.

Digital content, activation keys and software licences may become non-refundable once supply or activation begins where the customer gave the legally required express consent and acknowledged the loss of cancellation rights.

Faulty digital content remains covered by applicable statutory rights.

Certain sealed products may be excluded from change-of-mind returns after opening where they are not suitable for return for health-protection or hygiene reasons and the legal requirements are satisfied.

This may apply to items such as in-ear headphones where hygiene seals have been removed.

This exception does not apply when the product is faulty.

Used and refurbished goods may show cosmetic wear consistent with their advertised condition or grade. Disclosed cosmetic marks, battery condition or signs of previous use are not faults if they were clearly described before purchase.

Faults that were not disclosed remain subject to statutory consumer rights.

Unless another period is stated on the order, refurbished devices supplied by Tech Repairs Dundee include a 12-month commercial warranty in addition to statutory rights.

Repair and diagnostic services are separate from product returns.

If a customer cancels before work begins and before parts are ordered, we will normally refund amounts paid, subject to any clearly disclosed and lawfully chargeable costs.

Where the customer authorised work to begin during a statutory cancellation period, they may be required to pay a proportionate amount for work already completed before cancellation.

Authorised diagnostic work, labour, data recovery attempts, unlocking assessments and specially ordered parts may remain chargeable where permitted by law and disclosed before work began.

Where a repair service has not been completed with reasonable care and skill, the customer may be entitled to repeat performance or an appropriate price reduction under the Consumer Rights Act 2015.

Our standard 90-day repair warranty is additional to statutory rights.

Phone or network unlocking is performed only for lawful owners or authorised users.

Fees already incurred for an authorised assessment, unlock code or network request may be non-refundable where the work was properly performed and the customer was informed beforehand.

If we fail to provide the agreed unlocking service, the customer may be entitled to an appropriate repeat performance, price reduction or refund.

We do not offer refunds where an unlock cannot proceed because the device:

• Is reported lost or stolen
• Is blacklisted
• Has unpaid finance or network restrictions
• Has an activation or account lock
• Is incompatible with the requested network
• Was inaccurately described by the customer

This does not limit rights where we failed to exercise reasonable care and skill.

Subject to applicable law, change-of-mind returns may be unavailable for:

• Genuinely personalised or made-to-specification goods
• Activated digital licences or download codes
• Unsealed software where the lawful exception applies
• Hygiene-sensitive sealed goods after unsealing
• Services fully performed after the required consent and acknowledgement
• Products damaged through misuse or handling beyond normal inspection

Faulty-goods rights remain unaffected.

Where appropriate, we may offer an exchange instead of a refund. Customers do not have to accept an exchange where the law entitles them to a refund.

If the replacement costs more, the customer must pay the difference. If it costs less, we will refund the difference.

We may request a receipt, order confirmation, bank record, invoice, serial number or repair ticket to locate and verify a transaction.

We may inspect and test returned goods before deciding the appropriate remedy. Testing will be completed within a reasonable time and without significant inconvenience.

Devices must be free from customer accounts, passwords and activation locks where these prevent lawful testing or processing.

Contact Tech Repairs Dundee before returning an online order:

Please provide the order or repair number, customer name, product details and reason for the request.