Last Updated: 23 July 2026
At CUSTM, we want you to be completely satisfied with your purchase. This policy explains your rights and our returns process in accordance with UK consumer law.
1. Change of Mind
If you purchase online, you have the right to cancel your order within 14 days of receiving your item under the Consumer Contracts Regulations 2013.
You then have a further 14 days to return the item.
To qualify for a full refund:
- The item must be returned in its original condition.
- All accessories, cables, manuals and packaging must be included where possible.
- The item must not show signs of excessive use beyond what is necessary to inspect it.
Unless the item is faulty, you are responsible for the cost of returning the item.
Please note that customised or made-to-order PCs built to your specific requirements may not be eligible for cancellation once production has begun, as permitted by UK law.
2. Faulty or Damaged Items
If your item arrives damaged, develops a fault, or is not as described, please contact us as soon as possible.
Under the Consumer Rights Act 2015:
- Within 30 days of receiving your item, you may be entitled to reject it for a full refund if it is faulty.
- After 30 days, we will usually offer a repair or replacement before considering a refund, where required by law.
We may ask for photographs, videos or further information to help diagnose the issue before arranging a return.
3. Custom Built PCs
Every custom PC is assembled and fully tested before dispatch.
Because custom-built systems are built specifically for each customer, cancellation rights may not apply once assembly has started.
If your custom PC develops a fault, your statutory rights remain fully protected under UK consumer law.
4. PC Parts & Accessories
Unused parts and accessories may be returned within the 14-day cancellation period if they are:
- In their original condition
- Complete with all packaging and accessories
- Suitable for resale
Items showing signs of misuse, accidental damage or modification may not qualify for a refund unless they are faulty.
5. Return Process
To request a return, please contact us with:
- Your order number
- Your name
- A description of the issue (if applicable)
We'll provide instructions for returning your item.
Please do not return products without contacting us first.
6. Refunds
Once we receive and inspect your return, we'll notify you of the outcome.
Approved refunds are normally processed using the original payment method within 14 days.
7. Return Shipping
If the return is due to:
- A faulty item
- An item sent in error
- An item that is not as described
CUSTM will cover reasonable return postage costs.
If you are returning an item because you've changed your mind, you are responsible for the return postage.
8. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
