Returns & refunds
Last updated 2026-08-28.
[bracketed] item and confirm it matches how you actually handle returns.
Changed your mind (14-day right to cancel)
If you are a consumer you can usually cancel within 14 days of receiving your order, without giving a reason. Email hello@nexuspcbuilds.co.uk with your order reference within that time. You then have 14 days to send the goods back, at your own cost, in a resalable condition with all packaging and accessories.
- We refund the price paid plus the basic outbound delivery charge (not any upgrade to a faster service) within 14 days of receiving the goods back, or evidence you have sent them.
- We may reduce the refund to reflect any loss in value if the goods have been used or handled more than needed to check them.
- Refunds go back to the original payment method.
Custom-built PCs
A PC configured to your own specification through The Forge is made to your specification, so the 14-day change-of-mind right does not apply once we have started building it. Before assembly starts you can still amend or cancel — see our terms. This does not affect your rights if the PC arrives faulty or not as described.
Faulty, damaged or wrong item
Contact us as soon as you notice a problem at hello@nexuspcbuilds.co.uk with your order reference and, if you can, a photo or short description of the fault. Under the Consumer Rights Act 2015:
- within 30 days of delivery you can reject faulty goods for a full refund;
- after 30 days and within 6 months we will repair or replace; if that fails you are entitled to a refund, which may be reduced for use after the first six months;
- custom builds are additionally covered by our [X]-year workmanship warranty, and individual components by their manufacturer's warranty.
For faulty or incorrect items we cover return postage — we will send a prepaid label or arrange collection.
How to send something back
- Email us first for a return authorisation and the return address.
- Pack the item securely, ideally in its original box, with all cables and accessories.
- Use a tracked, insured service — until it reaches us the item is your responsibility.
- Include a note with your order reference inside the parcel.
Non-returnable
- Software and operating-system licences once the key has been revealed or activated.
- Items that have been physically modified, damaged by misuse, or are missing parts, unless faulty.
None of this affects your statutory rights.