Refund policy

Tested & Verified Before Shipping

All hardware we sell is individually tested and verified before dispatch. CPUs and GPUs undergo industry‑standard stress tests to ensure they are fully functional with zero errors or warnings.

Because system errors can often be caused by other components or settings, we ask that you try the recommended troubleshooting steps before requesting a return. This helps resolve issues faster, avoids unnecessary shipping (saving CO₂ emissions), and ensures you don’t experience the same problem again with another component if the root cause isn’t addressed.

CPU Testing & Troubleshooting

Testing: Every CPU is stress‑tested using Prime95 prior to dispatch. Each unit passes with zero warnings or errors.

Troubleshooting before return:

  • Update your motherboard BIOS to ensure compatibility.

  • Clear the CMOS before installing a new processor.

  • Reseat RAM modules or try alternate slots.

  • Verify CPU power connections are secure.

  • Reboot multiple times — sometimes the motherboard needs extra cycles to recognize a CPU change.

GPU Testing & Troubleshooting

Testing: Every GPU is stress‑tested using FurMark (thermal and stability), 3DMark (performance validation), Unigine Heaven (long‑duration rendering stability).

Each card passes with zero errors or artifacts.

Troubleshooting before return:

  • Install the latest GPU drivers (NVIDIA or AMD).

  • Use a clean install option to remove old drivers.

  • Power down and reseat the GPU firmly in the PCIe slot.

  • Verify PCIe power cables are fully inserted (use separate cables for multi‑connector GPUs).

  • Update your motherboard BIOS and confirm PCIe slot is set to x16 mode.

  • Test with different display cables or monitors.

  • Ensure proper airflow and check for GPU sag.

  • Confirm your PSU meets the recommended wattage.

Why This Matters

By following these steps, you save time, reduce frustration, and help the environment by avoiding unnecessary returns and shipping. If issues persist after troubleshooting, please contact us — we’ll work with you to explore further options or arrange a return if needed.

Returns

  • Eligibility: Items may be returned within 60 days of delivery in the unlikely event they have a fault or are damaged in shipping. We provide a 60-day warranty on all used parts. If your item fails within this period, we will offer a replacement or refund. Warranty covers functionality only and does not extend to cosmetic wear.

  • Compatibility Disclaimer: It is the customer’s responsibility to ensure compatibility with their system before purchase. If you are unsure, please contact us for guidance. Items returned due to incompatibility may be subject to restocking fees.

  • Condition: Products must be returned in the same condition as received. For used PC parts, this means:

    • No physical damage or modifications.

    • Original packaging and accessories (if provided).

    • Serial numbers must match our records.

  • All items sold are pre-owned and may show cosmetic signs of use such as scratches, scuffs, or wear. Product images are stock photos and for illustration purposes only. The actual item you receive may differ in appearance, but all parts are tested to ensure full functionality.

    Change of Mind / Non‑Faulty Returns

      • Customers have 30 days from delivery to request a return for non‑faulty items.

      • For change‑of‑mind or non‑faulty returns, the following deductions apply:

        • The outbound shipping & handling fee (covers fulfilment, packaging materials, labour and dispatch costs)
        • Payment processing fees charged by the payment provider (these are non‑refundable to us).
      • Return postage for change‑of‑mind returns is the customer’s responsibility.

      • Items must be returned in unused condition, suitable for resale.

      • Installing or using components (e.g., CPUs, GPUs, RAM) goes beyond basic inspection and may result in deductions or refusal of the return.

    Non‑returnable Items

    • Items sold “as‑is” or sold as "faulty" or "For Parts".

    • Products damaged after delivery due to improper installation or handling.

    Refunds

    • Inspection: Once we receive your return, we will inspect the item.

    • Approval: If approved, refunds will be issued to your original payment method within 5–10 business days.

    • Partial refunds may be granted if:

      • The item shows signs of use beyond what was described or the item has received damage, including due to improper returns packaging.

      • Missing accessories or packaging reducing resale value.

    Exchanges

    • If you need a different item, please return your product for a refund and place a new order.

    Shipping Costs

    • Customer responsibility: Return shipping costs are the buyer’s responsibility unless the item was defective or incorrect. It is the customer responsibility to ensure the item is packaged safely and securely to avoid damage during return shipping.

    • Refundable shipping: If the return is due to our error (wrong item, not as described), we will cover return shipping.

    How to Start a Return

    1. Contact us at contact@pcpowerup.co.uk with your order number and reason for return.

    2. We’ll provide instructions and a returns label where appropriate.

    3. Ship the item back using a trackable method.

     

     

     

    1-Year Extended Warranty (available as a purchased add-on): Terms & Conditions

    1-Year Extended Warranty: Terms & Conditions

    1. What is Covered (Scope of Warranty)

    This Extended Warranty provides coverage for hardware failures occurring under normal operating conditions during the coverage period. It applies strictly to the specific internal computer component (e.g., Graphics Card, CPU, RAM) listed on your original purchase invoice.

    • Hardware Failure: Covers sudden component mortality, persistent artifacts (GPU), memory controller failures,  critical board-level defects, CPU failure.

    2. What is NOT Covered (Exclusions)

    This warranty does not cover damage resulting from improper use, external forces, or intentional modifications. Uncovered scenarios include, but are not limited to:

    • Improper Power Delivery: Damage caused by low-quality power supplies (PSUs), power surges, or using unrated/daisy-chained PCIe cables.

    • User Neglect & Physical Damage: Drops, cracked PCBs, broken fan blades, liquid spills, or excessive dust accumulation leading to thermal choke.

    • Modifications & Overclocking: Flashing custom VBIOS, physical modifications, removing or replacing factory thermal pads/paste without prior written approval, or damage caused by aggressive, non-factory overclocking or cryptocurrency mining configurations.

    • Software Issues: Operating system crashes, driver conflicts, game-specific bugs, or malware.

    • Cosmetic Wear: Minor scratches, discoloration, or natural fan noise progression that does not impact performance.

    • Natural Thermal Degradation: This warranty covers hardware failure, not routine preventative maintenance. Increased temperatures or thermal throttling over time due to dried-up thermal paste are considered normal wear and tear and are not covered. It is the buyer's responsibility to maintain their own system thermals. Opening a graphics card carefully to clean it or re-apply thermal paste will not void your warranty, provided no damage is caused to the card during your disassembly and reassembly.

    3. Our Resolution Process (Repair, Replace, or Credit)

    If a hardware defect is verified by our team, we will resolve the claim using the following tier structure:

    1. Repair First: We reserve the right to repair the component if the fault is fixable (e.g., replacing a failed cooling fan, re-seating a heatsink, or addressing minor board-level issues). 

    2. Replace Second: If the component cannot be repaired, we will replace it with the same model. If an identical model is unavailable due to stock levels, we will provide a component of equal performance, e.g. an RTX 2060 from MSI may be replaced with an RTX 2060 Gigabyte. 

    3. Store Credit Last: If a repair is impossible and a suitable replacement card cannot be sourced within a reasonable timeframe, a store credit will be issued equivalent to the component's current market value or the original purchase price, whichever is lower.

    4. Claim Limits and Cushion Policy

    To prevent policy abuse and ensure sustainable protection for our community:

    • Single Replacement Limit: A warranty purchase covers a one-time replacement claim. Once a component has been completely replaced under this warranty, the extended warranty contract for that specific item is considered fulfilled and concluded.

    • No Cash Refunds: If a replacement card cannot be sourced, a store credit equivalent to the component's current market value will be issued.

    5. How to File a Claim

    If your component exhibits hardware failure, follow these steps:

    1. Contact Support: Email our support team with your original Order Number and a description of the issue.

    2. Provide Troubleshooting Evidence: To help us diagnose the fault quickly, you may be asked to provide a brief video showing the issue (e.g., screen artifacting, system failing to POST with the card installed) or screenshots of temperature logs.

    3. Return Shipping: Once approved for testing, you will be issued a Return Merchandise Authorization (RMA) number. The customer is responsible for shipping the component safely back to our facility in anti-static packaging. Damage from improper packaging may result in deductions.

    6. Transferability and Governing Law

    • Non-Transferable: This warranty is bound strictly to the original buyer and the original order invoice. It cannot be transferred to a third party if the component is resold.

    • Limitation of Liability: We are not liable for any indirect, incidental, or consequential damages (including but not limited to loss of data, loss of business profits, or damage to other connected computer components) arising from the failure of the covered product.