Returns Information

Last updated: 20 January 2026

Please shop with confidence at Hardvance. This page explains how returns, cancellations, refunds, and
warranty support work for orders delivered within the United Kingdom. Nothing here affects your
statutory rights under UK consumer law.

1) Who we are

HARDVANCE LTD (Company No. 16616863)
Registered address: 182–184 High Street North, East Ham, London, England, E6 2JA
Email: [email protected]
Website: hardvance.com

2) Quick summary

• Return method: Returns are accepted by mail/courier only.
• Before you return anything: You must contact us at [email protected] first. We will provide the correct returns address and instructions.
• Online orders: You have a legal right to cancel within 14 days of delivery, and then a further 14 days to return the goods (unless an exemption applies).
• Our extra promise: We also offer a 30-day change-of-mind returns policy (separate from your legal cancellation rights) with conditions (see section 5).
• Change-of-mind: You pay return postage. A restocking fee applies (minimum 10%) to our 30-day change-of-mind policy (see section 5).
• Faulty / damaged / wrong item: Contact us and we’ll put it right as quickly as possible (see sections 7–8).
• Exchanges: We don’t offer direct exchanges for change-of-mind. If you want a different item, please return for a refund (where eligible) and place a new order. For faults, we may offer a replacement where appropriate.

3) How to request a return (all return types)

Email [email protected] with the subject:
Return Request – [Order Number]

Please include:

• Order number
• Item(s) you want to return
• Reason: Cancel (online order) / Change of mind / Faulty / Damaged in transit / Wrong or missing item
• Photos or a short video (required for transit damage; very helpful for faults)

We’ll reply with the correct return address and instructions.
Please don’t send items back before contacting us, as it can delay processing.

Important: Do not return items to our registered address unless we explicitly instruct you to do so.
The returns address may differ and will be provided by email.

4) Cancelling an online order (your legal right to cancel)

If you bought from us online (distance sale), you can cancel for any reason within:

• 14 days from delivery to notify us you want to cancel, and
• a further 14 days to send the goods back after you notify us.

How to cancel

You can cancel by emailing us a clear statement (the model form in section 12 is optional).

Return postage for cancellations

You are responsible for return postage unless we agree to cover it, or unless the law
requires otherwise (for example, if you were not informed that you must pay return costs).

Condition of goods / handling

You may handle the goods as you would in a shop to inspect them. If handling goes beyond
what’s necessary, we may make a deduction for diminished value where permitted.

Refund timing and delivery charges

• We refund within 14 days of receiving the goods back or receiving evidence you sent them back (whichever is earlier).
• We refund the standard outbound delivery cost you paid (premium upgrades like express delivery are not refundable beyond the standard rate).

5) Our 30-day change-of-mind returns (extra policy)

In addition to your legal rights, we accept change-of-mind return requests within
30 days of delivery, provided items are returned in a resaleable condition.

Eligibility (change-of-mind)

To qualify, the item must:

• be unused and in resaleable condition
• include all parts and accessories (cables, manuals, brackets, screws, etc.)
• include original packaging (and inserts where applicable)
• have serial numbers/labels intact and matching the returned product

If an item is missing parts, damaged, heavily handled, or shows signs of installation/use, we may
refuse the return or apply a reasonable deduction where permitted.

Return postage (change-of-mind)

For change-of-mind returns, you pay return shipping. We strongly recommend a tracked service.

Restocking fee (change-of-mind)

Goods that are returned for restocking under our 30-day change-of-mind policy will be charged a
restocking fee of at least 10% of the returned item’s price. The restocking fee may be
deducted from your refund.

The restocking fee does not apply to returns for faulty items, damage in transit,
or wrong/missing items where we are at fault.

6) Important note for PC components

PC parts are delicate. For motherboards, CPUs, GPUs, RAM, storage, PSUs, etc., for change-of-mind
returns “unused” means:

• not installed
• not powered
• not operated

Please return components with anti-static packaging and any protective inserts (where provided).
If a component has been installed/powered, it may no longer be eligible for a change-of-mind return,
and/or a deduction may apply where permitted (see section 4 on handling for legal cancellations).

7) Faulty items (warranty / consumer rights support)

If you believe an item is faulty, email us with:

• Order number
• Clear description of the issue
• Photos/videos and any error messages (if applicable)

We may ask for reasonable troubleshooting steps to confirm the problem.

Remedies (in line with UK consumer law)

Where goods are faulty / not as described / not fit for purpose, UK law may entitle you to remedies such
as refund, repair, or replacement, depending on timing and circumstances.

• First 30 days (typically): you may have a right to reject faulty goods for a refund.
• Up to 6 months: if you report a fault, we generally must repair/replace unless we can show it wasn’t faulty at purchase.

Testing outcomes / “no fault found”

If testing shows no fault found, or the issue is due to compatibility, configuration, misuse, or
physical/liquid damage, we may return the item to you. If any inspection/diagnostic charge could apply,
we will confirm it with you in advance.

8) Damaged in transit, wrong item, or missing items

If your order arrives damaged, incorrect, or incomplete, contact us as soon as possible and include
photos of:

• the outer box
• shipping label
• internal packaging
• the item(s)

We’ll investigate and arrange the best resolution (replacement / missing parts / refund as appropriate).

9) Packaging your return

You are responsible for packing returns securely to prevent damage in transit and for using an appropriate
courier/postal service. If an item is damaged during return transit due to inadequate packaging, it may
affect your refund.

10) Refunds

• Refunds are issued to the original payment method.
• We process refunds once the return is received and inspected (where required).
• Your bank/payment provider may take additional time to show the funds.
• If applicable, approved deductions (for example, diminished value or the restocking fee under section 5) may be deducted from the refund.

11) Business customers (B2B)

If you purchase on behalf of a business, consumer cancellation rights may not apply, and returns may be handled differently.

12) Model cancellation form (optional)

You can use this form to cancel, but you don’t have to. You may cancel by any clear statement (for example, email).

Contact

[email protected]
HARDVANCE LTD (Company No. 16616863)
182–184 High Street North, East Ham, London, England, E6 2JA