Returns & Cancellations

This website is primarily an informational and customer-care website. Direct purchases are agreed separately through quotations, invoices, email, telephone or another confirmed remote-order process.

This policy explains how Percepta Solutions Ltd handles cancellations, returns and refunds for computer hardware bought directly from us at a distance through one of those processes.

For the statutory cancellation provisions in this policy, a consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

The statutory change-of-mind cancellation right described in this policy does not apply to a purchase made wholly or mainly for business purposes. Business purchases are governed by the applicable quotation, order confirmation and business terms agreed with Percepta.

This policy applies to eligible consumer purchases of both new and used goods. The condition reasonably expected of a used product will take account of its description, age, price, previous use, disclosed condition and any defects or wear disclosed before purchase.

If you bought through eBay or another third-party marketplace, begin the request through that marketplace. Its returns procedure and buyer-protection rules may apply in addition to your statutory rights.

This policy should be read alongside:

• The relevant product description
• Your quotation or order confirmation
• Percepta's Terms of Sale
• Any product-specific warranty expressly included with the goods

Nothing in this policy excludes, restricts or replaces any statutory right that applies to your purchase.

An eligible consumer who buys goods from Percepta at a distance may cancel the purchase without giving a reason.

You must notify us of your decision to cancel no later than 14 days after the day on which you, or a person nominated by you other than the delivery carrier, receives the goods.

Where several goods were ordered as part of one order but are delivered on different days, the cancellation period will normally end 14 days after the day on which the final item is delivered.

You may also cancel before delivery. Where reasonably possible, we will stop the order before dispatch. If dispatch cannot be stopped, the goods will need to be returned in accordance with this policy.

How to cancel

To cancel an eligible distance purchase, you must clearly notify Percepta within 14 days after delivery.

The quickest way to do this is through our secure contact form or by email using the contact details supplied with your quotation, invoice or order confirmation. Please include your name, order or invoice reference and the item or items being cancelled.

You do not need to provide a reason or use any particular form.

We will acknowledge your cancellation and provide the correct return address, return reference and any applicable packaging instructions.

Your cancellation does not depend on Percepta issuing a return reference or approving the cancellation. However, please wait for the correct return instructions before dispatching high-value computer hardware.

Do not send hardware to our registered office, supplier or a manufacturer unless Percepta specifically instructs you to do so in writing.

An optional model cancellation form is supplied with eligible consumer order documentation, but you are not required to use it.

Returning the goods after cancellation

After notifying us of cancellation, you must send the goods back no later than 14 days after the day on which you notified us.

Unless a product page or order confirmation expressly provides a longer period, Percepta does not offer an additional discretionary change-of-mind return period beyond these statutory cancellation rights.

Cancelling part of an order

Where products were bought as separate order lines, you may normally cancel one or more of those products without cancelling the remainder of the order.

Where several components were sold together as one bundle, kit or commercial unit for a single price, a change-of-mind cancellation must normally include the complete bundle or kit. Individual components from a bundle cannot be returned separately as a change-of-mind return unless Percepta agrees otherwise.

Any promotional product, free item or accessory supplied specifically with a cancelled product must also be returned.

This does not restrict any separate right that may apply where an individual component is faulty, damaged, incorrect or not as described.

The statutory change-of-mind cancellation right does not apply where an exception under applicable law applies.

Relevant examples may include:

• Goods genuinely made to the customer's specifications or clearly personalised
• Sealed computer software where the seal has been broken after delivery
• Digital content supplied after the customer expressly agreed to immediate supply and acknowledged the loss of the cancellation right
• Other goods or services that fall within a statutory exception

Where Percepta intends to rely on an exception, the relevant product page, quotation or order process will identify the exception before the customer places the order.

A product will not automatically be treated as bespoke merely because Percepta assembles standard stock components after receiving an order. The exception will only be relied upon where the product is genuinely made to the customer's individual specifications or clearly personalised within the applicable legal definition.

An exception to the change-of-mind cancellation right does not remove any rights that apply where goods are faulty, damaged, incorrect, misdescribed or otherwise do not conform to the contract.

Your statutory right to cancel is not lost solely because you have opened the product or its packaging.

You may handle the goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly in the same way that you would reasonably be permitted to examine them in a shop.

Condition expected on return

To avoid any reduction in your refund, goods should, wherever reasonably possible, be returned:

• Unused and uninstalled
• In the condition in which they were supplied
• Complete with all components, accessories, cables, adapters, mounting hardware, manuals and promotional items
• With all serial numbers, security markings and identifying labels intact
• With protective films, seals and packaging intact where opening or removal was not reasonably necessary for inspection
• In the original retail packaging
• Protected inside suitable outer transit packaging

Do not write on, damage, tape or attach delivery labels directly to manufacturer or retail packaging.

An unopened, complete and undamaged item will normally qualify for a full refund.

Opening packaging solely to inspect the product does not, by itself, invalidate the cancellation or automatically result in a deduction.

Original packaging is not an absolute condition of exercising the cancellation right. However, retail packaging can form part of the value of new computer hardware, and its loss or unnecessary damage may result in a deduction where it causes an actual reduction in value.

Installation and powered testing

Depending on the product and the circumstances, installation, powered operation or extended testing may go beyond the handling reasonably necessary to inspect the goods.

Installation or testing does not automatically remove the right to cancel. However, it may reduce the value of the goods where it changes their condition from new to used or causes marks, residue, wear, contamination, missing consumables or other deterioration.

For example, installing a processor, applying thermal paste, fitting a motherboard into a case, inserting a graphics card into a system or operating hardware for an extended period may reduce its resale value even where the product remains functional.

Diminished-value deductions

Where permitted by law, Percepta may make a proportionate deduction from the refund for an actual reduction in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.

Depending on the product and circumstances, this may include an evidenced reduction in value caused by:

• Installation or removal that leaves marks, residue, wear or other evidence of use
• Powered operation or testing beyond what was reasonably necessary
• Application or removal of thermal paste, thermal pads or other installation materials
• Bent, broken, marked or contaminated pins, contacts, sockets or connectors
• Scratches, tool marks, damaged mounting points or cosmetic damage
• Removal of protective films, seals or labels where this was not reasonably necessary for inspection
• Missing components, accessories, manuals, cables or promotional items
• Modification, disassembly, repair or firmware alteration
• Damage to, writing on or loss of retail packaging where this causes an actual reduction in value
• Damage caused by inadequate return packaging
• Any other handling that causes a genuine reduction in resale value

Any deduction will reflect the evidenced reduction in value of the returned goods. It will not be a fixed restocking fee, cancellation charge or general administration fee.

Where a deduction is made, Percepta will explain its reason and basis.

Please contact Percepta before sending any goods. We will provide:

• A return reference
• The correct return address
• Product-specific packaging instructions where applicable
• Details of any return label or collection service being offered

Your cancellation is not conditional on obtaining a return reference. Waiting for the correct instructions does, however, help prevent high-value computer hardware from being sent to the wrong address or through an unsuitable delivery service.

Do not dispatch hardware until Percepta has supplied the correct return address and return instructions in writing.

Change-of-mind return costs

For a change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods.

Where Percepta offers a return label or collection service for convenience, the actual cost of that service will be stated before it is accepted. Where the customer agrees to use that service, the stated cost may be deducted from the refund.

Where goods cannot normally be returned using an ordinary parcel service, any estimated direct return or collection cost will be disclosed before purchase where required.

What must be returned

Please return:

• The exact product supplied, with matching serial and identifying numbers
• All supplied components, cables, adapters, brackets, mounting hardware and accessories
• Manuals and documentation supplied with the product
• Any promotional or free item supplied specifically with the returned product
• Original product packaging where reasonably possible

If the item or serial number returned does not match the product supplied by Percepta, it will not be treated as a valid return of the purchased goods.

Packaging requirements

Computer hardware must be protected against:

• Electrostatic discharge
• Impact
• Crushing
• Moisture
• Movement inside the parcel
• Damage to pins, sockets, contacts, connectors or circuit boards

Retail packaging must be protected within suitable outer packaging and must not be used as the sole outer shipping container unless Percepta expressly confirms that this is acceptable.

The customer remains responsible for taking reasonable care of the goods until they are sent back.

Damage caused by unsuitable packaging or handling during a customer-arranged return may be taken into account when assessing the condition and value of the returned goods.

We strongly recommend using a tracked service with appropriate compensation or insurance for the value of the goods and retaining evidence of dispatch.

Before returning a computer, storage device or other product capable of storing data, you should back up and remove personal information, passwords, accounts and encryption keys where reasonably possible.

Rights relating to faulty, damaged, incorrect or misdescribed goods are separate from:

• Change-of-mind cancellation rights
• Percepta's voluntary hardware warranty
• Any supplier or manufacturer warranty

Goods supplied by Percepta must meet the standards required by applicable consumer law, including being:

• Of satisfactory quality
• Fit for any particular purpose made known to and accepted by Percepta before purchase
• As described
• Consistent with the applicable contract

Please contact us as soon as reasonably possible if:

• The parcel or product was damaged in transit
• The wrong product was delivered
• A component or accessory is missing
• The product does not correspond with its description
• You believe the product has a hardware fault

Prompt notification of delivery damage helps us preserve evidence and pursue the delivery carrier. A failure to report the issue immediately does not, by itself, remove any statutory right.

Please retain the delivery packaging and provide clear photographs where delivery damage is alleged.

Statutory remedies

Where the applicable legal conditions are met, a consumer will normally have a short-term right to reject non-conforming goods during the first 30 days.

If the short-term right to reject is not exercised or has expired, repair or replacement will normally be the initial statutory remedy, unless the chosen remedy is impossible or disproportionate compared with the alternative.

A repair or replacement must be carried out:

• Within a reasonable time
• Without significant inconvenience to the consumer
• Without the consumer bearing necessary costs

A price reduction or final right to reject may apply where:

• Repair or replacement is impossible
• A repair or replacement does not bring the goods into conformity
• The remedy is not completed within a reasonable time
• The remedy causes significant inconvenience
• Another statutory condition for the remedy is met

The precise remedy depends on the circumstances and applicable law.

Where the relevant statutory presumption applies to a fault appearing within the first six months after delivery, Percepta will apply that presumption. After six months, the customer may be required to provide evidence that the underlying defect was present when the product was delivered.

The expiry of any voluntary warranty does not, by itself, end the customer's statutory rights.

Used goods

Statutory rights also apply to used goods.

The standard reasonably expected of a used product will take account of matters including:

• Its age
• Its price
• Its description
• Its previous use
• Its disclosed cosmetic and functional condition
• Any defect or wear clearly disclosed before purchase

A customer cannot ordinarily claim that a used item is defective solely because of a fault, limitation or degree of wear that was clearly disclosed before the contract was made.

Troubleshooting and evidence

We may request reasonable photographs, diagnostic information, logs, system specifications or troubleshooting before authorising a return.

Depending on the reported problem, we may ask the customer to:

• Confirm power and data connections
• Check supported settings, firmware or drivers
• Confirm the specifications of other system components
• Test an alternative supported cable, slot or port
• Test the item in another suitable system where reasonably practicable
• Provide photographs, error messages or diagnostic logs

A customer will not be required to perform a step that would be unsafe, disproportionately difficult or likely to damage the product.

Troubleshooting will not be used to unreasonably delay or prevent a statutory remedy.

Customer-caused damage

Damage or failure caused or materially contributed to after delivery by the following is not an inherent product fault:

• Accident, impact, crushing, dropping, fire or liquid exposure
• Contamination, corrosion, misuse or neglect
• Incorrect installation, removal or handling
• Bent or damaged pins, contacts, sockets, connectors or circuit boards
• Electrostatic discharge
• Unsuitable power supplies, incorrect cabling, incorrect voltage or electrical surge
• Inadequate cooling or incorrect thermal installation
• Operation outside manufacturer-supported conditions
• Unsupported overclocking or overvolting
• Unofficial or incorrect firmware
• Unauthorised modification, disassembly or repair
• Incompatible third-party hardware or software where the supplied product itself conforms to the contract

The presence of physical damage will not automatically determine every claim. Percepta will consider whether the damage caused or materially contributed to the reported failure.

Return costs for non-conforming goods

Where Percepta is legally responsible because the goods are faulty, damaged in transit, incorrect or not as described, Percepta will bear the necessary reasonable cost of returning them.

The customer must follow the reasonable return instructions provided by Percepta.

Premium, expedited, international or alternative carriage costs incurred without prior agreement may not be reimbursed where Percepta offered a suitable standard return method.

All product and component serial numbers may be recorded before dispatch.

Returned goods will be:

• Checked against Percepta's order and dispatch records
• Visually inspected
• Tested where appropriate
• Assessed to determine whether the reported issue can be reproduced
• Assessed for physical damage or other excluded causes

Percepta may arrange for a supplier, manufacturer or authorised repair provider to inspect or test the product on our behalf. The customer's relationship and communications will remain with Percepta unless we expressly instruct otherwise.

Where no fault is found

If reasonable testing establishes that:

• No hardware fault exists
• The reported problem cannot be reproduced
• The product operates materially in accordance with its specification
• The problem is caused by configuration, software or unsupported third-party compatibility
• The problem was caused or materially contributed to by customer damage or another excluded circumstance

then the goods will not be treated as inherently faulty solely because the customer no longer wishes to keep them.

If the change-of-mind cancellation period has expired and no other return right applies, there is no automatic right to a refund.

Percepta will explain the material findings and arrange for the product to be returned to the customer. The customer may be required to pay the reasonable actual cost of that return carriage.

Percepta does not impose an automatic diagnostic fee, restocking fee or penalty for a no-fault-found assessment.

A customer may provide further relevant evidence for consideration.

Change-of-mind refunds

Where the whole order is validly cancelled, the refund will include:

• The price paid for the cancelled goods
• The cost of the least expensive standard delivery method offered for the order

If the customer selected an enhanced, timed or expedited delivery service, Percepta is not required to refund the amount by which that service exceeded the cost of standard delivery.

Where only part of a multi-item order is cancelled, any original delivery charge will be refunded only to the extent that the delivery charge would have been lower had the cancelled item not formed part of the order.

The customer's direct change-of-mind return cost is not refunded.

Where Percepta has not offered to collect the goods, we may withhold the refund until:

• We receive the goods; or
• The customer provides satisfactory evidence that they have sent them back,

whichever occurs first.

The refund will be made without undue delay and normally no later than 14 days after that point.

Refunds will normally be made using the original payment method unless another method is expressly agreed. Percepta will not charge a fee for issuing the refund.

Any permitted diminished-value deduction or agreed return-label cost will be identified and explained.

Fault-related refunds

Where a refund is due because goods did not conform to the contract, it will be issued within the timescale required by applicable law.

A refund may relate only to the affected product or component where the purchase can properly be separated.

Where products were supplied as a commercial unit that cannot reasonably be divided without materially affecting its value or character, the legal rules relating to rejection of the unit will apply.

Any deduction from a statutory refund will be made only where permitted by law.

Bank or payment-provider processing times after Percepta issues the refund are outside our direct control.

Percepta does not charge a restocking fee.