Warranty & Returns

The condition for all the products we sell are clearly stated in the description. Some are brand new and come with a full manufacturer’s warranty or one year collect and return warranty where we will collect your item and deliver it back to you for FREE if covered. The rest are a mix of Grade A and B items that come with manufacturer warranties or one year return to base (RTB) warranties, please read the description on each item individually for full details.

Consumer & Business Customers

All purchases from TEKshop comply with the Consumer Contract Regulations (CCR) and sales of goods act. You are able to return any product for a full refund if you change your mind within 30 days of purchase. Please note, any products returned must be unused, If your product develops a fault within the 30 Days of purchase, we will collect or provide a prepaid return label for the faulty unit, test it to confirm the reported fault, and then refund or replace (at customer’s request and product availability).

If your product develops a fault within the Manufacturers D.O.A period, we will collect the faulty unit, test it to confirm the reported fault, and then refund or replace (at customer’s request and subject to availability). Each manufacturer has a specified Dead On Arrival (D.O.A) period. If your product develops a fault after the D.O.A period, you will need to contact the manufacturer's own customer care team.


What to do when your order arrives?

When your order arrives please keep all packaging and accessories and open it as carefully as possible in case there is a problem. Please test your item when it arrives and make sure there are no faults or issues. If it is a gift, to be given at a later date, we still recommend opening and testing it on receipt.


Products Dead On Arrival (Up to 30 Days)

If you feel your item is faulty on arrival, we would advise contacting the manufacturer to trouble shoot the issue before organising a return with ourselves. Whilst we are happy to assist with items that fail within the units DOA period, in most cases goods that are at first thought to be faulty actually work. Often instruction books are poorly written or an item is slightly complicated to use, therefore are diagnosed as faulty by the end user incorrectly. Goods returned with no fault found are subject to a handling fee, so we wish to rule out this happening by performing trouble shooting with the manufacturer first.

The handling fee can be avoided by running diagnostics with the manufacturer and if a fault is actually confirmed, obtaining the return to vendor authorisation or DOA code. As handling fees are the last thing we want for our customers, the call to the manufacturers technical helpline can often resolve the issue and prevent any unnecessary returns or inconvenience, saving you both time and handling fees for items found to be in full working order.

Once the trouble shooting has been completed, please get in touch to request a return if still required. All items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method.


Products Faulty Within The Warranty Period (After 30 Days)

If unfortunately your item(s) become faulty outside of the 30 days return period, but is still within the warranty period of the unit, the quickest resolution would be to contact the manufacturer directly. On most occasions, they will arrange a collection and repair at no cost to yourself. It can take up to 30 days for the issue with your item to be resolved and the unit returned to yourself, but please be aware it can take longer depending on the manufacturer and the complexity of the problem.

We are no longer allowed to deal with the manufacturer on your behalf due to the GDPR regulations. We advise the quickest route for repair is to contact the manufacturer and arrange repair or replacement under warranty. Then to send it directly to the manufacturer. 


Pixel Faults for LCD Screens

Our displays adhere to ISO 13406-2.


If You Change Your Mind (CCR)

You may cancel the contract under the Consumer Contract Regulations by notifying us in writing, no later than 30 calendar days after we deliver the goods that you are cancelling the contract for.

You may not cancel your contract with us under the Consumer Contract Regulations where any computer software has been unsealed by you. We will not accept the return of software where the cellophane on software has been opened or software has been installed. Unless the software is part of a package (e.g. the software is included by the manufacturer in the box of a PC and the PC is faulty).

The item must not be used and must be 'as new' when returned to us. If the item does not include the original packaging a charge may be made. We reserve the right to make a minimum charge of £50 to restore a used computer back to factory default settings. Please note you cannot return a used computer to us under the Consumer Contract Regulations.

Under the Consumer Contract Regulations, you have a statutory duty throughout the period of cancellation, to retain possession of the goods that have been delivered and take reasonable care of them.

If you cancel the contract under the Consumer Contract Regulations you must return the goods to us at your own expense. You must take reasonable care to ensure that Save On Electronics Limited receives the goods and the goods are not damaged in transit. Failure to do so might result in a breach of your statutory duty to take reasonable care and Save On Electronics Limited will have a right of action against you to withhold a refund. If you cancel the contract under the Consumer Contract Regulations and do not return the goods as required, we may charge you our direct costs of recovering the goods.

Please note: Consumer Contract Regulations do not apply to businesses or Trade sales.


How To Organise A Return

You can request a return by dropping us a message through the contact us page

Alternatively, you can contact us by email (info@tekshop.co.uk) or by phone: 0800 612 614 0

Please include the following information with your return request;

Your Full Name:

Address:

Phone Number (Mobile if possible):

E-mail Address:

Product Serial Number:

Description of the problem:

Date purchased:

Reason for return:


How to package items to return to us

Shipping with original Manufacturer’s Packaging:

Original packaging is usually designed to ship the product once, not multiple times. Reuse can weaken the packaging and place the inside product at risk. Overboxing provides extra integrity for the weakened original manufacturer’s packaging.

Inspect the original packaging to ensure that the cushioning material and box are intact and unbroken. Make any repairs with pressure-sensitive adhesive plastic tape that is at least 2” wide. Pack the product using all the original packaging components.

Place outer carton into a black polythene bag so as to conceal the identity of the item you are returning, and place shipping label on the outside of this bag once taped up securely.

Image showing how to package a return using the original manufacturers packaging. Image showing how to package a return using the original manufacturers packaging.
Image showing how to package a return if you no longer have the original manufacturers packaging. Image showing how to package a return if you no longer have the original manufacturers packaging.

Shipping back without Manufacturer’s Packaging:

Wrap the computer or peripheral with at least 3” to 4” of air-cellular cushioning material such as bubble wrap.

Place the wrapped item inside a sturdy outer box. Accessories that are wrapped in appropriate amounts of cushioning can also be placed in any open spaces of the box.

Fill all spaces with additional cushioning so that the wrapped item fits tightly inside the box.

Close and seal both the top and bottom of the box with 3 strips of pressure-sensitive plastic tape that is at least 2” wide.

Tape all seams or flaps.

Place outer carton into a black polythene bag so as to conceal the identity of the item you are returning, and place shipping label on the outside of this bag once taped up securely.


Returns Procedure Quick Steps (Faulty):

1) Let us know about the issue

2) Perform troubleshooting steps we/or the manufacturer will provide

3) If issue continues, we will authorise the return and you can send the item back or we'll collect if required.

**Please ensure you have a full backup of your system as we will likely wipe the device. This ensures no issues with GDPR as well as ruling out faults with system files or viruses etc on the computer**

4) We will get the device back, repair and return to you.

5) If we are unable to repair or you would prefer a refund we can apply that for you as well.

6) In some cases, if you want to we can arrange for the item to be send off for repair under manufacturer warranty.