Returns Information

Last updated: 4 October 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: Unit A, 82 James Carter Road, Mildenhall, England, IP28 7DE
Email: [email protected]
Website: hardvance.co.uk

Returns address: our returns address may differ from our registered address, and it is always provided by our support team.

2) Quick summary

• Where this applies: orders delivered in the United Kingdom.
• What we accept: returns of both faulty and non-faulty items.
• Return window: 14 days from delivery. Tell us within 14 days, then you have a further 14 days to send the item back (unless an exemption applies).
• Condition: new items only: unused, with all accessories, manuals and the original packaging. Faulty, damaged or wrong items are accepted as they arrived.
• Return method: by post or courier only.
• Return label and postage: contact us first at [email protected]. We email you the returns address to download and print as your return label. Return postage is your responsibility. If the item is faulty, damaged in transit or wrong, we refund your reasonable return postage.
• Restocking fee: none. Returning an item costs you nothing beyond the postage.
• Refund time: within 14 days of receiving the item back, or evidence that you sent it, whichever is earlier.
• After the 14-day cancellation period: we accept returns only for items that are faulty, damaged in transit, or wrong/incorrectly supplied, and only after you contact Hardvance support first (see sections 5, 7 and 8).
• Faulty / damaged / wrong item: Contact us and we’ll put it right as quickly as possible (see sections 7–8).
• Exchanges: not accepted. If you want a different item, return the one you have for a refund and place a new order. This does not affect your legal right to a repair or replacement when an item is faulty.

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; a standard cancellation form 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

Items must come back in new condition: unused, complete with all accessories, manuals and the original packaging. 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.
• We do not charge a restocking fee.

5) Returns outside the 14-day cancellation window

Once your 14-day cancellation period has ended, we accept returns only for items that are faulty, not as described, damaged in transit, or wrong or incorrectly supplied, in line with your rights under the Consumer Rights Act 2015 (see sections 7 and 8). We do not accept change-of-mind returns after the cancellation period. As always, please contact Hardvance support before returning anything so we can confirm the issue and give you the correct return address.

6) Important note for PC components

PC parts are delicate. For motherboards, CPUs, GPUs, RAM, storage, PSUs, etc., when you cancel under your 14-day right,
“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 cancellation,
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 issue your refund within 14 days of receiving the item back, or evidence that you sent it, whichever is earlier.
• We do not charge a restocking fee on any return.
• Your bank/payment provider may take additional time to show the funds.
• If applicable, approved deductions (for example, a diminished-value deduction where permitted) may be deducted from the refund.

11) Business customers (B2B)

When you register and when you check out, you tell us whether you are buying as an individual customer or a business customer. Sections 1 to 10 above are written for individual customers. This section sets out what is different where you told us you were buying for a business, and it applies only to those orders.

Why there is no 14-day cancellation right

The 14-day right to cancel in section 4 comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Those regulations protect consumers, meaning people buying wholly or mainly outside a business. They do not apply to a purchase made for a business, so a business order does not carry that statutory cancellation right.

Change-of-mind returns on a business order

Because there is no statutory cancellation right on a business purchase, a change-of-mind return is accepted at our discretion and may be refused. Do not send anything back before we have agreed the return in writing and given you a return reference.

Where we do accept one, all of the following apply:

• you email [email protected] within 14 days of delivery to request the return, following section 3;
• the goods are unused and in their original sealed packaging, with all accessories and documentation. For PC components, “unused” means the same as in section 6: not installed, not powered, not operated;
• no restocking fee is charged;
• carriage back to us is arranged and paid by you, and the goods are packed as described in section 9;
• outbound delivery charges are not refunded.

We may decline a business change-of-mind return outright. That includes, but is not limited to, goods ordered specially or to your specification, goods whose sealed packaging has been opened or damaged, software and licence keys once supplied, and items we no longer stock.

None of this affects a faulty, damaged or wrongly supplied item. Those are dealt with in the next heading and cost you nothing.

Faulty, damaged or wrongly supplied goods

Nothing changes here. Goods sold to a business must still match their description, be of satisfactory quality and be fit for purpose under the Sale of Goods Act 1979. If an item is faulty, arrives damaged in transit, or is not what you ordered, tell us under sections 7 and 8 and we put it right at our cost. The manufacturer warranty is the same for every customer.

Paperwork on a business order

Business orders carry a full VAT invoice showing your company name, plus your VAT number and purchase order reference where you gave them to us at checkout. UK orders are charged UK VAT at 20% whether you are a business or not. Giving us a VAT number does not change your total, it only puts the number on your invoice.

If you picked the wrong option

The option you choose at checkout is what you have told us, not a legal ruling. If you selected “Business customer” but you were in fact buying wholly or mainly for yourself, email [email protected] quoting your order number and we will treat the order under the consumer terms in sections 1 to 10. Nothing on this page removes a right you have under UK consumer law.