Returns and Refund Policy
Returns are subject to The Laptop Company Terms and Conditions of Sale
Please choose carefully.
Please note that items sold through our web sites are subject to our Terms and Conditions of Sale. When you place an order for an item sold through our web sites you are entering in to an agreement to purchase that item. We do not have to provide a refund or replacement if you have changed your mind about a particular purchase except in accordance with this policy so please choose carefully.
What items are covered by this policy?
This policy covers items (laptops and associated products) sold by The Laptop Company Limited.
This policy does not cover items leased or financed through a lease or finance provider. For enquiries regarding the return or refund of leased or financed items, please contact the applicable lease or finance provider.
Does The Laptop Company accept returns or exchanges?
Yes, but it depends on the reason for the return/exchange and how long you have had the item. Any unopened item can be returned within 5 working days of delivery - the packaging must be undamaged. You need to arrange any return using the process set out in this policy to limit your liability in the event a returned item is lost in transit.
What if I’ve received the wrong item?
If you have been sent the wrong item and it is returned unopened within 5 working days of delivery we will replace the item with the correct item and arrange collection of the incorrect item at our cost.
What if the item has been opened or used?
If a non-faulty item is returned together with the original retail packaging and all in-box contents within 5 days of delivery in original condition we will charge a 15% restocking fee plus all freight costs associated with the item. After 5 working days we will not accept returns for non-faulty items. Please note that an item is not considered to be faulty if it is incompatible with your other equipment.
What if the packaging has been thrown away?
If a non-faulty item isn't returned in its original retail packaging the restocking fee is 35%. It would therefore be wise to retain the packaging until you are sure you are going to keep the item.
What about if we want to return an item after 5 working days from delivery?
Unfortunately, we are unable to accept any request to return a non-faulty item after 5 working days from delivery. If you choose to return a non-faulty item after this period the item will be re-dispatched to your address and all additional freight costs we incur will be payable by you in addition to the original invoice price for the item.
But aren't you responsible for any incompatibility issues between the items you sell?
There are too many combinations of devices to know if a given item will conflict with other hardware, drivers or software. There may also be some people who do not have the necessary knowledge to get items working. If we notice any obvious incompatibilities in your order, we may query this with you, however you are responsible for your choice of items.
How can I find out whether an item is suitable before buying?
To assist you with this we work to provide information about the item and its compatibility at the time of sale on our web site. If you are in doubt about the compatibility of items you intend to purchase we recommend that you contact us on 0800 527 867. We can tell you if there are any known incompatibilities - however we cannot and do not guarantee the absence of conflicts. If you need more information than we are able to provide we will advise alternative supplier contact details to obtain further information. Not using the latest drivers, installing the drivers on a system with a less than perfect Windows installation and incompatible BIOS settings can also cause difficulties, and may make an item appear to be faulty when that is not the case. If you are using an unusual combination of items, you may need to do a little research first.
Why do you charge a restocking fee?
A restocking fee is necessary to recover the costs to us for handling and receiving items and the loss in value of used items.
What happens if I lose some of the box contents of a non-faulty item I am returning?
Any item returned must include everything that originally shipped with the item. You will be invoiced for the replacement cost for any missing contents.
The item is faulty. Can I just get a refund?
Any item which is faulty will be handled in accordance with our Terms and Conditions of Sale and the applicable manufacturer’s warranty.
Can I get a forward replacement?
We do not provide forward replacements as we are only able to ship replacement items upon the receipt of the returned item.
Who pays the cost of returning the item?
If we sent the wrong item or if it develops a fault AND you let us know within 5 working days of receiving the item, then we will either arrange to have the item picked up or send you a courier ticket. If you are returning the item after 5 working days or because you no longer want the item, because you made a mistake or because it is incompatible with your other equipment, then you are responsible for the cost of returning the item.
How do I arrange for an item to be returned?
Call us during business hours on 0800 527 867 – our customer service team will be happy to assist you with the return. We will contact you to confirm when a courier has been arranged and provide you with instructions regarding collection. If the item is not available for collection by the courier on the specified date, you will be invoiced for any further courier collection arrangements. To limit your liability for returned items which are lost in transit, returned items should not be couriered or posted to us using any alternative service.
How do I get a refund?
Your refund will be issued after we receive your item. The way your refund is provided will depend on your original payment method.
Credit card refunds will be sent to the card-issuing bank within three (3) business days of receipt of the returned item.
For direct deposit payments, you will need to provide us with the following bank details:
• Phone number
• Reference Number
• Account Holder Name
• Bank Name
• Bank Account Number
• Email Address
Please note that refunds can only be paid to a bank account where the bank account holder name is the same as the billing person named when placing the order. Please allow up to five (5) business days business after we receive this information (and your returned item) for your refund to be processed.
Please choose carefully.
Please note that items sold through our web sites are subject to our Terms and Conditions of Sale. When you place an order for an item sold through our web sites you are entering in to an agreement to purchase that item. We do not have to provide a refund or replacement if you have changed your mind about a particular purchase except in accordance with this policy so please choose carefully.
What items are covered by this policy?
This policy covers items (laptops and associated products) sold by The Laptop Company Limited.
This policy does not cover items leased or financed through a lease or finance provider. For enquiries regarding the return or refund of leased or financed items, please contact the applicable lease or finance provider.
Does The Laptop Company accept returns or exchanges?
Yes, but it depends on the reason for the return/exchange and how long you have had the item. Any unopened item can be returned within 5 working days of delivery - the packaging must be undamaged. You need to arrange any return using the process set out in this policy to limit your liability in the event a returned item is lost in transit.
What if I’ve received the wrong item?
If you have been sent the wrong item and it is returned unopened within 5 working days of delivery we will replace the item with the correct item and arrange collection of the incorrect item at our cost.
What if the item has been opened or used?
If a non-faulty item is returned together with the original retail packaging and all in-box contents within 5 days of delivery in original condition we will charge a 15% restocking fee plus all freight costs associated with the item. After 5 working days we will not accept returns for non-faulty items. Please note that an item is not considered to be faulty if it is incompatible with your other equipment.
What if the packaging has been thrown away?
If a non-faulty item isn't returned in its original retail packaging the restocking fee is 35%. It would therefore be wise to retain the packaging until you are sure you are going to keep the item.
What about if we want to return an item after 5 working days from delivery?
Unfortunately, we are unable to accept any request to return a non-faulty item after 5 working days from delivery. If you choose to return a non-faulty item after this period the item will be re-dispatched to your address and all additional freight costs we incur will be payable by you in addition to the original invoice price for the item.
But aren't you responsible for any incompatibility issues between the items you sell?
There are too many combinations of devices to know if a given item will conflict with other hardware, drivers or software. There may also be some people who do not have the necessary knowledge to get items working. If we notice any obvious incompatibilities in your order, we may query this with you, however you are responsible for your choice of items.
How can I find out whether an item is suitable before buying?
To assist you with this we work to provide information about the item and its compatibility at the time of sale on our web site. If you are in doubt about the compatibility of items you intend to purchase we recommend that you contact us on 0800 527 867. We can tell you if there are any known incompatibilities - however we cannot and do not guarantee the absence of conflicts. If you need more information than we are able to provide we will advise alternative supplier contact details to obtain further information. Not using the latest drivers, installing the drivers on a system with a less than perfect Windows installation and incompatible BIOS settings can also cause difficulties, and may make an item appear to be faulty when that is not the case. If you are using an unusual combination of items, you may need to do a little research first.
Why do you charge a restocking fee?
A restocking fee is necessary to recover the costs to us for handling and receiving items and the loss in value of used items.
What happens if I lose some of the box contents of a non-faulty item I am returning?
Any item returned must include everything that originally shipped with the item. You will be invoiced for the replacement cost for any missing contents.
The item is faulty. Can I just get a refund?
Any item which is faulty will be handled in accordance with our Terms and Conditions of Sale and the applicable manufacturer’s warranty.
Can I get a forward replacement?
We do not provide forward replacements as we are only able to ship replacement items upon the receipt of the returned item.
Who pays the cost of returning the item?
If we sent the wrong item or if it develops a fault AND you let us know within 5 working days of receiving the item, then we will either arrange to have the item picked up or send you a courier ticket. If you are returning the item after 5 working days or because you no longer want the item, because you made a mistake or because it is incompatible with your other equipment, then you are responsible for the cost of returning the item.
How do I arrange for an item to be returned?
Call us during business hours on 0800 527 867 – our customer service team will be happy to assist you with the return. We will contact you to confirm when a courier has been arranged and provide you with instructions regarding collection. If the item is not available for collection by the courier on the specified date, you will be invoiced for any further courier collection arrangements. To limit your liability for returned items which are lost in transit, returned items should not be couriered or posted to us using any alternative service.
How do I get a refund?
Your refund will be issued after we receive your item. The way your refund is provided will depend on your original payment method.
Credit card refunds will be sent to the card-issuing bank within three (3) business days of receipt of the returned item.
For direct deposit payments, you will need to provide us with the following bank details:
• Phone number
• Reference Number
• Account Holder Name
• Bank Name
• Bank Account Number
• Email Address
Please note that refunds can only be paid to a bank account where the bank account holder name is the same as the billing person named when placing the order. Please allow up to five (5) business days business after we receive this information (and your returned item) for your refund to be processed.