Returns & refunds

1. Your right to cancel

If your order has not yet entered the build stage, you may cancel it within 14 days of placing your order for a full refund under the Consumer Contracts Regulations 2013.

As all Forge PC systems are custom-built to your specification, you acknowledge and agree that once assembly has begun, your right to cancel may be lost under the “made to consumer's specifications” exemption.

This does not affect your rights in relation to faulty or not-as-described goods.

We do not accept returns for change of mind once a custom build has commenced.

2. Faulty or not as described

If your PC is faulty, damaged in transit, or not as described, you have rights under the Consumer Rights Act 2015.

• Within 30 days of delivery: you are entitled to a full refund, repair, or replacement.
• 30 days to 6 months: we are entitled to offer a repair or replacement. If this is unsuccessful, you are entitled to a refund.
• After 6 months: you may be required to provide evidence that the fault was not caused by misuse, damage, or normal wear and tear.

Where a fault is confirmed, we will cover the cost of return postage. You must not return goods without prior authorisation.

3. Warranty returns

All systems include a 12-month return-to-base warranty covering hardware faults under normal use.

If a fault develops within this period:

• Contact us to arrange a return.
• You are responsible for the cost of sending the system to us.
• We will cover the cost of return delivery after repair or replacement.

This warranty is in addition to your statutory rights.

If an identical replacement component is unavailable, we will provide an equivalent or better alternative where possible.

4. Reporting issues

You should notify us of any faults or issues as soon as reasonably possible after delivery.

Any visible damage in transit should be reported within 48 hours of delivery where possible.

We may request that you carry out basic troubleshooting steps before authorising a return.

5. How to request a return

1. Email hello@forgepc.co.uk with your order number and a description of the issue.
2. We will issue a Returns Authorisation (RA) number and instructions.
3. Package the PC securely (see below) and send it to the address provided.

Returns without an RA number may be refused.

6. Packaging and shipping

You are responsible for ensuring that returned goods are securely packaged.

We strongly recommend using the original packaging. We are not responsible for damage caused by inadequate packaging.

7. Inspection of returned goods

All returned systems are inspected upon receipt. The outcome of this inspection will determine how your return is handled.

A. As-new condition

Returned goods are unused, undamaged, complete, and pass all diagnostic testing.

→ A full refund will be issued where a refund is applicable.

B. Used or minor cosmetic wear

Returned goods show signs of light use (e.g. minor cosmetic marks or dust) but remain fully functional.

→ We may make a reasonable deduction from any refund to reflect the reduced value of the goods.

C. Damaged, misused, or altered

Returned goods show signs of damage, misuse, unauthorised modification, missing components, or tampering.

→ We may:

• deduct the cost of repair or replacement from any refund, or
• refuse the return and send the goods back to you.

D. Faulty goods (not caused by you)

Where a fault is confirmed and is not due to misuse, damage, or unauthorised modification:

→ You will be entitled to a repair, replacement, or refund in accordance with your rights under the Consumer Rights Act 2015.

No deductions will be made where goods are returned due to a confirmed fault.

8. Refunds

Approved refunds will be issued to your original payment method within 5–10 business days of us receiving and inspecting the returned goods.

We aim to process returns within 5 business days, though this may vary depending on the nature of the issue.

You will receive confirmation once your refund has been processed.

9. Data responsibility

We are not responsible for any loss of data.

You must ensure all data is backed up before returning your system or allowing any work to be carried out.

10. No fault found

If a returned system is found not to be faulty, or the issue is due to user configuration, software, or external factors, we reserve the right to:

• charge a reasonable inspection fee, and/or
• charge return shipping costs.

We will inform you before applying any such charges.

11. Exclusions

Returns or warranty claims may be refused where faults are caused by:

• Physical damage (including drops or impact).
• Liquid damage.
• Unauthorised modifications or upgrades.
• Use contrary to provided instructions.

12. Contact

For all returns and support queries, contact hello@forgepc.co.uk.