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Returns Policy

If the device isn't quite right for you, our 30 days returns policy has got you covered!

This page contains important information about how to return your item so please read carefully.

Extended Christmas Returns Policy

We’ve extended our usual 30 Day Returns Policy limit for the festive season. Any item bought between 20th November and the 14th December 2023 can be returned up until the 12th January 2024

We pride ourselves on providing the best customer service experience we can. If for any reason you are not fully satisfied with your system, we would like to work with you to get the issue resolved.

We want your full customer service experience to be great!

There are two reasons for returning your item - it is faulty, or it is not right for you - please select the appropriate one below.

How to Return Your Item if You’ve Changed Your Mind

30 Day Return Policy

You can return an item to us within 30 days from the day after your order was delivered for a full refund.

You can examine the goods as you would in a shop but to obtain a full refund you must not start using them, install them or input any data/software.

The goods must be returned in the condition they were sent to you in, with all the accessories that came with it, any free gifts or promotional items and ideally the original packaging.

You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. For example, if it goes beyond the sort of handling that might reasonably be allowed in a shop. We will deduct this amount from the value of the refund.

If you want to return an item, you should do so without undue delay and not later than 30 days from the day on which you informed us of your decision to cancel the order.

If you have changed your mind about a product, you are responsible for paying the return postage.

 

Returns Process

  1. Complete the Returns Form
    Please complete the returns form with your order number, and the other details required so we know who has returned the item.
    If this is not included there will be a delay in processing your refund.

    Complete Returns Form »
  2. Package your Item
    Please then securely package the item, including the returns form inside, and add the following adddress:

    Stone Refurb Returns
    Stone Group
    Granite One Hundred
    Acton Gate
    Stafford
    ST18 9AA

  3. Send Your Item
    We strongly recommend that you use an insured and tracked service.
    If you have changed your mind about a product, you are responsible for paying the return postage.
    Please keep a note of the tracking information provided by Royal Mail or the delivery company.

When we receive your package, it will be processed and checked by our returns team. Refunds are then made within 7 working days to the payment method originally used. This does not affect your statutory rights.

How to Return Your Item – If Your Device Is Faulty

If your device is within its Warranty Period

Your computer comes with a 1 year warranty* so in the unlikely event that a fault occurs within this period, please contact us so we can help resolve the fault.

Please read about the Warranty before contacting us.

If the fault cannot be rectified over the phone, we will arrange collection of your device so it can be returned to our repairs centre.

Before this collection, please make sure all data is backed up as we are not liable for any data loss.

We will then repair/replace any faulty components, test, and return the device to you using a next day courier service at no extra cost. Repairs can take up to 10 working days once the item has been received back.

If we are unable to repair your device for any reason, we would then offer to replace your item for a like-for-like device. If we are out of stock of this item, we would then offer you an alternative or a device of your choosing, up to the value that you paid for your original order.

In the first instance, please contact our Technical Support team who will help you with your query and can create an RMA number if required.

Important Information

Important Information about your Data

We cannot be held responsible for loss of data, or need to remind you about backing up your data. Your data is your responsibility and you should take all necessary precautions to safeguard your data. It is possible that hard drives and/or solid state drives may be formatted or replaced when returned under warranty, regardless of any correspondence stating otherwise.

More information about what is and is not covered by the Warranty can be found on the Warranty Information page.

Software and Consumable Goods

If you have purchased a Windows 10 Pro upgrade, and return the device under the 30 day Returns Policy, we are unable to refund the additional upgrade cost paid and will deduct the price of this package from the refund.

We are unable to refund or accept returns on Microsoft Office 365 Subscriptions or other software purchased through the site if it has been activated, downloaded, the package opened, or the product key made visible on the Product Key Card. Your Microsoft Office package ot other software is a redeemable product so can be used on another device.

In the case of a contract for the supply of digital download software, the cancellation period will expire after 14 days from the day of the conclusion of the contract. If you consent to a digital download starting within the 30 day cancellation period and acknowledge the right to cancel will be lost, you will not be able to request a refund.

Exchanges

We are not able to offer exchanges on returned items. All returned items will be refunded once they've been received by our warehouse. If you want a different device, please place a new order.

Devices taken outside the UK

We only deliver to UK addresses and can only collect faulty items from a UK address. If you have taken your device outside the UK temporarily or permanently, you will need to return it to a UK address for collection in the event of a fault.

* Warranty Period

* The warranty period was 6 months if purchased before 22nd March 2022, and 90 days if you purchased before 1st March 2020, or 12 months if you purchased the extended warranty