RETURNS & REFUNDS POLICY

This policy applies to consumer distance sales, faulty or misdescribed goods under the Consumer Rights Act 2015 and transit damage reports. Cryotech sells both fixed and custom specification, pre built systems. No substitutions or configuration changes are offered unless explicitly stated or authorised beforehand.

Risk and Delivery

Risk transfers to the buyer upon delivery confirmation to the address provided at checkout, this includes a safe place or neighbour delivery where authorised. Buyers are strongly recommended to inspect goods promptly upon receipt, especially if it is a gift to be given at a later date.

Change Of Mind Returns

You, the consumer have the right to cancel within 14 calendar days of receiving a pre build computer. This does not apply to custom built orders and we may refuse cancellation once parts procurement has begun.

Cancellation Window

Notice must be provided within 14 days of delivery. The goods must be returned within 14 days of the cancellation notice.

Condition Requirements

Returned systems must:

• Be in original condition
• Include all accessories, documentation, packaging and peripherals
• Contain all originally installed components
• Show no signs of misuse, internal modification or physical damage

We may deduct from the refund an amount that reflects diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functionality of the goods.

Shipping Responsibility

The consumer (buyer) is responsible for return shipping costs.

Faulty Goods

If a system develops a confirmed fault:

First 30 Days — Short Term Right to Reject

If a fault is confirmed within 30 days of delivery, you may be entitled to:

• A repair
• A replacement
• A full refund where legally applicable

Cryotech reserves the right to inspect and verify the fault before issuing a refund.

After 30 Days — Up to 6 Months

Cryotech is entitled to offer a repair or replacement first. If a repair or replacement fails, you may be entitled to a refund (which may be reduced to reflect use).

After 6 Months

The burden of proof may shift to the consumer (buyer) to demonstrate that the fault was present at time of delivery.

Mandatory Troubleshooting Before RMA

Before an RMA is issued, the following diagnostic steps are required where applicable:

• Check power cable is fully inserted and PSU switch is to the ON position
• Check monitor cables are in the correct port(s), and the monitor is on the correct source
• Try a different plug socket
• Remove USB peripherals
• Power cycle (hold power button 10–15 seconds unplugged)

All provided guidance will be documented. Failure to complete troubleshooting may delay return authorisation.

Transit Damage

Suspected transit damage must be reported within 48 hours of delivery, failure to report within this window may affect courier claims. Regardless of purchasing circumstance we strongly recommend you open and inspect the system upon arrival.

If there is transit damage we may require some evidence, so please be prepared to provide:

• Photos of outer box
• Photos of internal packaging
• Photos of damage

Refund Processing

Refunds are issued via the original payment method. Marketplace rules may override refund processing mechanics.

Refunds will be processed within 14 days of receiving returned goods or evidence of return, whichever is earlier.

Exclusions

The following are not considered faults:

• Buyer’s remorse outside 14 day window
• Incompatibility with third party peripherals
• Software configuration issues
• Performance expectations beyond listed specification
• User installed component instability

Warranty exclusions are detailed in the Warranty Policy.

Business Customers

Business to Business transactions do not include statutory cooling off rights unless expressly agreed in writing.

Start a Return

To begin a return, complete the form below. We will review your request and respond within 1 to 2 business days.