Returns Policy
6, CANCELLATION AND RETURNS
6.1, If you are contracting as a consumer, you may cancel a Contract at any time within 14 calendar days, beginning on the day you received the Products. You must notify us via durable medium (email / letter) and quote your order number in any communication. Notification by phone is not sufficient.
6.2, If you are contracting as a Business / Trade customer, clause 6.1 does not apply. Any orders by or on behalf of a business cannot be cancelled once they have been placed. An order will be deemed to be a Business Order, if it is paid via business bank account or business debit / credit card, or a company address or purchase order number has been provided.
6.3, You must also return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
6.4, If required we can arrange collection using our courier, who can collect from most areas of Europe apart from Greece, Croatia, Iceland, Cyprus and Norway. The cost for collections varies from location to location. The price will be confirmed via email prior to any collections being made and subsequent charges applied.
6.5, Once the cancelled Products are received by us, we will refund your debit or credit card or issue a cheque or bank transfer for the full amount paid within 14 days including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) less the collection charge we paid for the collection of the Goods if applicable.
6.6, Except in the case of faulty or miss-described goods, if you do not return the goods as required, we may charge you a sum not exceeding the direct costs of recovering the goods. All original items delivered must be returned with the refund request. This includes but is not limited to welcome packs, software discs, cables, digital download codes such as games, chassis accessories and peripherals.
6.7, Any software or consumable goods that have been unsealed or activated do not have the right of cancellation and will not be refunded. Please see section 28(3)(b) of the Consumer Contracts Regulations 2013 for further information.
6.8, A full statement of your legal rights under The Consumer Contracts Regulations 2013 may be obtained in the UK from your local Citizen’s Advice Bureau or Trading Standards Office.
6.9, If the goods supplied to you are incomplete/incorrect or physically damaged then you should notify us via email, letter or phone call within 72 hours of receipt. Failure to notify us with 72 hours of receipt will result in the determination that any physical damage occurred whilst in your care and that the goods were supplied correctly and in full.
6.10, If you suspect that the Goods are faulty and wish to return them you must contact us within 72 hours of discovering the fault and submit an RMA (Return Material Authorisation) request. We will examine the returned Product and if you are entitled, we will notify you of your options (which may be to either repair, replace or refund) via e-mail within a reasonable period of time. We will process a repair, replacement or refund as soon as possible and, in any case, within 30 days of the day you confirm whether you opt for repair or replacement, or within 14 days of the day you opt for a refund for the defective Product.
6.11, For refunds, we will make the reimbursement without undue delay, and not later than: 14 days after the day we receive back from you any goods supplied, or(if earlier) 14 days after the day you provide evidence that you have returned the goods, or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
6.12, For any returns due to damage or suspected faults, we will arrange for collection at our cost within the first month after receipt or as extended by your warranty provision. Should the product be found not defective then you will be liable for the costs of collection, re-delivery, labour and new packaging if required. We do not offer a collection for orders delivered to the Channel Islands, Norway, Iceland or Switzerland.
6.13, Peripheral items (any item that is not a computer or laptop) must be returned to us using your own delivery method. We will not arrange for collection of any peripheral items within the first month after receipt or at any time after this date.
6.14, Where collections are arranged by us, you still have a duty of care to ensure the Products are packaged sufficiently, for the type and value of goods being returned. Due to the nature of the goods supplied, we recommend original packaging is used. If original packaging is not available, new specialty packaging can be ordered from us. Where you use your own packaging, liability for the cost of repairing damage resulting from inadequate packaging rests with you. We will only confirm that the item has arrived back to us in a satisfactory condition once we have opened and inspected the item.
6.15, When returning goods under the 14 day cooling off period, if the goods are not in a resaleable condition or if the goods have been unnecessarily handled we reserve the right to offer only a partial refund.
6.17, If you wish to return the system in the original packaging and you either find your packaging to not be suitable for return, or you didn’t keep the original packaging, then please feel free to contact us for replacement packaging at a cost.
6.18, Consumers have the statutory warranty rights for goods at their disposal.
6.19, We are not obligated and unwilling to participate in a dispute settlement procedure before a consumer arbitration board. The European Commission offers an online dispute resolution platform, available here: http://ec.europa.eu/consumers/odr/
6.2, If you are contracting as a Business / Trade customer, clause 6.1 does not apply. Any orders by or on behalf of a business cannot be cancelled once they have been placed. An order will be deemed to be a Business Order, if it is paid via business bank account or business debit / credit card, or a company address or purchase order number has been provided.
6.3, You must also return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
6.4, If required we can arrange collection using our courier, who can collect from most areas of Europe apart from Greece, Croatia, Iceland, Cyprus and Norway. The cost for collections varies from location to location. The price will be confirmed via email prior to any collections being made and subsequent charges applied.
6.5, Once the cancelled Products are received by us, we will refund your debit or credit card or issue a cheque or bank transfer for the full amount paid within 14 days including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) less the collection charge we paid for the collection of the Goods if applicable.
6.6, Except in the case of faulty or miss-described goods, if you do not return the goods as required, we may charge you a sum not exceeding the direct costs of recovering the goods. All original items delivered must be returned with the refund request. This includes but is not limited to welcome packs, software discs, cables, digital download codes such as games, chassis accessories and peripherals.
6.7, Any software or consumable goods that have been unsealed or activated do not have the right of cancellation and will not be refunded. Please see section 28(3)(b) of the Consumer Contracts Regulations 2013 for further information.
6.8, A full statement of your legal rights under The Consumer Contracts Regulations 2013 may be obtained in the UK from your local Citizen’s Advice Bureau or Trading Standards Office.
6.9, If the goods supplied to you are incomplete/incorrect or physically damaged then you should notify us via email, letter or phone call within 72 hours of receipt. Failure to notify us with 72 hours of receipt will result in the determination that any physical damage occurred whilst in your care and that the goods were supplied correctly and in full.
6.10, If you suspect that the Goods are faulty and wish to return them you must contact us within 72 hours of discovering the fault and submit an RMA (Return Material Authorisation) request. We will examine the returned Product and if you are entitled, we will notify you of your options (which may be to either repair, replace or refund) via e-mail within a reasonable period of time. We will process a repair, replacement or refund as soon as possible and, in any case, within 30 days of the day you confirm whether you opt for repair or replacement, or within 14 days of the day you opt for a refund for the defective Product.
6.11, For refunds, we will make the reimbursement without undue delay, and not later than: 14 days after the day we receive back from you any goods supplied, or(if earlier) 14 days after the day you provide evidence that you have returned the goods, or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
6.12, For any returns due to damage or suspected faults, we will arrange for collection at our cost within the first month after receipt or as extended by your warranty provision. Should the product be found not defective then you will be liable for the costs of collection, re-delivery, labour and new packaging if required. We do not offer a collection for orders delivered to the Channel Islands, Norway, Iceland or Switzerland.
6.13, Peripheral items (any item that is not a computer or laptop) must be returned to us using your own delivery method. We will not arrange for collection of any peripheral items within the first month after receipt or at any time after this date.
6.14, Where collections are arranged by us, you still have a duty of care to ensure the Products are packaged sufficiently, for the type and value of goods being returned. Due to the nature of the goods supplied, we recommend original packaging is used. If original packaging is not available, new specialty packaging can be ordered from us. Where you use your own packaging, liability for the cost of repairing damage resulting from inadequate packaging rests with you. We will only confirm that the item has arrived back to us in a satisfactory condition once we have opened and inspected the item.
6.15, When returning goods under the 14 day cooling off period, if the goods are not in a resaleable condition or if the goods have been unnecessarily handled we reserve the right to offer only a partial refund.
6.17, If you wish to return the system in the original packaging and you either find your packaging to not be suitable for return, or you didn’t keep the original packaging, then please feel free to contact us for replacement packaging at a cost.
6.18, Consumers have the statutory warranty rights for goods at their disposal.
6.19, We are not obligated and unwilling to participate in a dispute settlement procedure before a consumer arbitration board. The European Commission offers an online dispute resolution platform, available here: http://ec.europa.eu/consumers/odr/
7, WARRANTY
7.1, In addition to any warranty that you may have purchased with your Goods, all Goods that we supply are warranted free from defects for 24 months from the date of supply. This warranty does not affect your statutory rights as a consumer.
7.2, Subject to clause 7.3, goods found by us to be defective during the warranty period will be repaired or replaced with an item of an equal or better performance and equal or better value at the time a return material authorisation (“RMA”) is generated. All Products being returned under warranty must have been issued with a valid RMA number. Any goods received by us without a valid RMA number will be rejected and returned to sender.
7.3, If you order a dedicated graphics card and the AIB (add-in-board) manufacturer name is not specified in the product description or on the final invoice, then you will receive a graphics card that meets the specification of the model/version stated. If the graphics card is exchanged under the warranty, then we will supply a graphics card that meets or exceeds the specification of the model/version stated. This model may be from a different AIB manufacturer and as a result the actual performance may be slightly higher or lower than the original model.
7.4, This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party (e.g. not using a surge protector), use otherwise than as recommended by us or the manufacturer (e.g. in an unventilated / hot or dusty environment), failure to follow the manufacturer’s instructions, or any alteration or repair carried out without the manufacturer’s approval.
7.5, Unless otherwise stated, all LCD/LED panels should be considered as class 2, which comply with ISO ISO-9241-302, 303, 305, 307:2008 pixel defects. Dead pixels on LCD/LED panels are covered under the manufacturers’ warranty terms and conditions. We do not guarantee that you will receive a replacement screen should your screen develop one or more dead pixels.
7.6, 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 reinstate if a loss occurs. 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.
7.7, Laptop Batteries come with a maximum 6 month warranty, regardless of which warranty option is purchased.
7.8, Unlike with most computer companies, we allow you to open your case and install your own components without voiding your warranty on the following conditions:
If the actions of the person installing the components cause damage to the computer, your warranty will be void; If you install components that are not purchased from us and they cause problems with your computer, your warranty will be void; If you install components that are not purchased from us we will in no way support you in installing them or with any problems you have relating to the components you have installed. We will support you in installing components purchased from us providing you have purchased them through the upgrade service available on your online account.
7.9, We reserve the right to suspend the warranty or refuse service if your Case, Motherboard, CPU or BIOS have been replaced without authorisation. Any tampering, repair or modification by unauthorised personnel voids the warranty.
7.10, Should you take any goods purchased from us to a 3rd party and have them attempt to diagnose or repair a fault on the computer, you may VOID all warranties on the order and we will not cover the costs of any onsite or call out charges as we do not provide or charge you for onsite warranties. If you have any problems with your order you must contact us for advice and if necessary obtain an RMA number and return the item to us through the specified returns procedure.
7.11, In the event of any failure of software or hardware, we will not be held liable to replace, re-install or compensate for any software that is lost, damaged or corrupted. This exclusively applies to software provided free of charge by us or any third party software that was installed by you.
7.12, Dead Pixel Guarantee – If you order a dead pixel guarantee and you report a dead pixel within the specified time period on the dead pixel guarantee, we will collect the device from your premises and replace the screen with a defect free model of equal or better specification. Collection and re-delivery is included along with all labour fees, and the service can be used an unlimited number of times during the guarantee period.
The dead pixel guarantee commences on the day you receive your order and any dead pixels must be reported within the guarantee time period in order to qualify for replacement. Screens that are cracked, damaged or broken are not covered under the dead pixel guarantee regardless of how many pixels are not functioning.
Unfortunately, we cannot arrange collections from the Channel Islands, Norway, Iceland or Switzerland, however we can reimburse up to £35 towards your shipping costs.
7.13, If a product is repaired outside of the warranty period specified on your order, unless otherwise specified the warranty provided on any replacement parts is capped at a maximum of three months.
7.14, Should you refuse for the Goods to be returned to you (for any reason) or refuse any delivery/re-delivery attempts, the Goods will be held for up to 12 calendar months from the point the Goods were first received. Once this time frame has expired we will re-attempt to contact you to arrange for any outstanding payments to be settled and/or re-arrange a suitable time to return the Goods to you.
If you do not agree for us to return the Goods or we do not receive a response to any communication (by email and/or post) and you do not settle any outstanding payments due and you do not provide us with a suitable re-delivery date within 14 calendar months from the point the Goods were first received, the Goods will be destroyed and/or disposed of. We will not accept any responsibility for any leakage or loss of data and/or earnings and/or any loss or damage in transit. You are free to arrange for your own courier to collect the Goods if preferred. For the avoidance of doubt, a suitable re-delivery date is a working day within 30 calendar days of your response to any communication received.
7.2, Subject to clause 7.3, goods found by us to be defective during the warranty period will be repaired or replaced with an item of an equal or better performance and equal or better value at the time a return material authorisation (“RMA”) is generated. All Products being returned under warranty must have been issued with a valid RMA number. Any goods received by us without a valid RMA number will be rejected and returned to sender.
7.3, If you order a dedicated graphics card and the AIB (add-in-board) manufacturer name is not specified in the product description or on the final invoice, then you will receive a graphics card that meets the specification of the model/version stated. If the graphics card is exchanged under the warranty, then we will supply a graphics card that meets or exceeds the specification of the model/version stated. This model may be from a different AIB manufacturer and as a result the actual performance may be slightly higher or lower than the original model.
7.4, This warranty does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party (e.g. not using a surge protector), use otherwise than as recommended by us or the manufacturer (e.g. in an unventilated / hot or dusty environment), failure to follow the manufacturer’s instructions, or any alteration or repair carried out without the manufacturer’s approval.
7.5, Unless otherwise stated, all LCD/LED panels should be considered as class 2, which comply with ISO ISO-9241-302, 303, 305, 307:2008 pixel defects. Dead pixels on LCD/LED panels are covered under the manufacturers’ warranty terms and conditions. We do not guarantee that you will receive a replacement screen should your screen develop one or more dead pixels.
7.6, 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 reinstate if a loss occurs. 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.
7.7, Laptop Batteries come with a maximum 6 month warranty, regardless of which warranty option is purchased.
7.8, Unlike with most computer companies, we allow you to open your case and install your own components without voiding your warranty on the following conditions:
If the actions of the person installing the components cause damage to the computer, your warranty will be void; If you install components that are not purchased from us and they cause problems with your computer, your warranty will be void; If you install components that are not purchased from us we will in no way support you in installing them or with any problems you have relating to the components you have installed. We will support you in installing components purchased from us providing you have purchased them through the upgrade service available on your online account.
7.9, We reserve the right to suspend the warranty or refuse service if your Case, Motherboard, CPU or BIOS have been replaced without authorisation. Any tampering, repair or modification by unauthorised personnel voids the warranty.
7.10, Should you take any goods purchased from us to a 3rd party and have them attempt to diagnose or repair a fault on the computer, you may VOID all warranties on the order and we will not cover the costs of any onsite or call out charges as we do not provide or charge you for onsite warranties. If you have any problems with your order you must contact us for advice and if necessary obtain an RMA number and return the item to us through the specified returns procedure.
7.11, In the event of any failure of software or hardware, we will not be held liable to replace, re-install or compensate for any software that is lost, damaged or corrupted. This exclusively applies to software provided free of charge by us or any third party software that was installed by you.
7.12, Dead Pixel Guarantee – If you order a dead pixel guarantee and you report a dead pixel within the specified time period on the dead pixel guarantee, we will collect the device from your premises and replace the screen with a defect free model of equal or better specification. Collection and re-delivery is included along with all labour fees, and the service can be used an unlimited number of times during the guarantee period.
The dead pixel guarantee commences on the day you receive your order and any dead pixels must be reported within the guarantee time period in order to qualify for replacement. Screens that are cracked, damaged or broken are not covered under the dead pixel guarantee regardless of how many pixels are not functioning.
Unfortunately, we cannot arrange collections from the Channel Islands, Norway, Iceland or Switzerland, however we can reimburse up to £35 towards your shipping costs.
7.13, If a product is repaired outside of the warranty period specified on your order, unless otherwise specified the warranty provided on any replacement parts is capped at a maximum of three months.
7.14, Should you refuse for the Goods to be returned to you (for any reason) or refuse any delivery/re-delivery attempts, the Goods will be held for up to 12 calendar months from the point the Goods were first received. Once this time frame has expired we will re-attempt to contact you to arrange for any outstanding payments to be settled and/or re-arrange a suitable time to return the Goods to you.
If you do not agree for us to return the Goods or we do not receive a response to any communication (by email and/or post) and you do not settle any outstanding payments due and you do not provide us with a suitable re-delivery date within 14 calendar months from the point the Goods were first received, the Goods will be destroyed and/or disposed of. We will not accept any responsibility for any leakage or loss of data and/or earnings and/or any loss or damage in transit. You are free to arrange for your own courier to collect the Goods if preferred. For the avoidance of doubt, a suitable re-delivery date is a working day within 30 calendar days of your response to any communication received.
https://skull-gaming.com/terms-conditions/