top of page

Refund Policy

At The Custom PC Bros, we strive to ensure that our customers are satisfied with their purchases. If you are not completely satisfied with your purchase, we are here to help. Please review our refund policy below to understand how we handle refunds, returns, and exchanges.

1. Eligibility for Refunds

Refunds are only eligible under the following conditions:

  • Defective Products: If the product is found to be defective or damaged during delivery.

  • Incorrect Products: If the product you receive is not what you ordered or is missing parts.

Please note that custom-built PCs and special orders are non-returnable unless defective or damaged.

2. Returns for Defective or Damaged Items

If your product is defective or damaged upon receipt, you must contact us within 14 days of delivery to request a return or replacement. Please provide the following information when contacting us:

  • Your order number.

  • A detailed description of the issue (with photos, if applicable).

  • Proof of the damage or defect.

We will review the issue and, if necessary, provide you with instructions on how to return the product. Shipping costs for returns of defective or damaged products will be covered by us.

3. Returns for Non-Defective Products

For non-defective products, such as standard items (excluding custom-built PCs or special orders), you may return them within 14 days of receiving the order. To be eligible for a refund:

  • The product must be in new, unused, and resalable condition, with all original packaging, accessories, and manuals included.

  • You must cover the return shipping costs, and we recommend using a tracked shipping method to ensure the product reaches us safely.

Please note that custom-built PCs and bespoke orders are non-refundable unless they are defective, damaged, or we have made an error in fulfilling your order.

4. Refund Process

Once we receive the returned product and verify that it meets the conditions above, we will process your refund. The refund will be issued to the original payment method used for the purchase. Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider.

5. Non-Refundable Items

The following items are not eligible for refunds:

  • Custom-built PCs or personalized orders (unless defective or damaged).

  • Opened or used products (excluding defective items).

  • Digital products or software.

  • Any item marked as “final sale” or “non-returnable” at the time of purchase.

6. Exchanges

If you wish to exchange an item for a different product, please follow the steps for a return. Once we receive your returned item and process the refund, you can place a new order for the desired product. Please note that return shipping costs are non-refundable.

7. Cancellation of Orders

If you wish to cancel your order, please contact us as soon as possible. If your order has already been processed and shipped, you will need to follow the return procedure for refunds. For orders that have not yet been processed, we will cancel the order and issue a full refund. Custom-built PCs or bespoke orders may not be canceled once the assembly process has started.

8. Shipping Costs

Shipping costs for returns and exchanges are the responsibility of the customer unless the product is defective, damaged, or incorrect.

9. Contact Us

If you have any questions about our refund policy or wish to initiate a return or refund request, please contact us:

The Custom PC Bros
info@thecustompcbros.com

bottom of page