Returns & refunds

Change of mind returns

If you change your mind about a new, sealed product, you can return it within 14 days of receiving it. The item must be unopened, unused, and in its original packaging with all accessories and documentation included. Once we receive and inspect the item, we will issue a refund to the original payment method within 5–7 working days.

Change-of-mind returns do not apply to software, digital downloads, or items that have been opened or used. Refurbished and pre-owned items are sold with the warranty cover described below rather than a 14-day change-of-mind period.

Faulty or not-as-described items

If an item is faulty, damaged, or not as described when you receive it, please contact us as soon as possible. We will repair, replace, or refund the item at our discretion, including the original delivery cost, provided the fault was not caused by accident, misuse, unauthorised repair, or normal wear and tear.

Warranty on refurbished devices

Refurbished laptops, desktops, and pre-owned devices are covered by a 12-month warranty unless otherwise stated at the point of sale. The warranty covers hardware faults that existed at the time of sale or develop during normal use.

The warranty does not cover accidental damage, liquid damage, screen damage, software issues, battery degradation beyond normal use, or problems caused by third-party modifications. Accessories and software may have shorter warranty periods or manufacturer warranty only, which will be confirmed before purchase.

How to return an item

1. Contact us by text on 07776 012431 or by post with your order details and the reason for the return.
2. We will confirm whether the return is accepted and provide a return address or collection arrangement.
3. Pack the item securely, including all accessories, manuals, and original packaging where possible.
4. Send the item back using a tracked service. For faulty items, we will cover the return postage cost; for change-of-mind returns, the return postage is the customer’s responsibility.
5. Once we receive and inspect the item, we will process the refund or exchange within 5–7 working days.

Refunds

Refunds are issued to the original payment method used for the purchase. We aim to process refunds within 5–7 working days of receiving the returned item, but it may take longer for the funds to appear in your account depending on your bank or card provider.

Delivery costs are only refunded where the item is faulty or not as described. If you return an item for a change of mind, the original delivery charge is not refunded unless the order qualified for free delivery.

Items excluded from change-of-mind returns

The following cannot usually be returned for a change of mind unless they are faulty:

• Opened or installed software and digital licences.
• Opened accessories such as headphones, mice, or keyboards for hygiene reasons.
• Custom-built or special-order PCs.
• Items damaged or modified after delivery.

Contact us

For any returns or warranty questions, contact us by text on 07776 012431 or by post at VIA LSE LTD, 67 Newbridge Street, Wolverhampton, WV6 0EQ.