Returns & Refund Policy

Your Satisfaction Matters

At TheCpuHub, we want you to be completely happy with your gaming PC. If something isn’t right, we’re here to help. This page explains your rights and how the returns process works.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your product, without giving any reason.

To start a return, contact us within 14 days of delivery:

You then have a further 14 days from the date you notify us to return the product.

2. Conditions for Returns

To receive a full refund, the product must be:

  • In its original condition, unused and undamaged
  • In its original packaging with all accessories, cables, and documentation included
  • Free from any physical damage, modifications, or missing components

We reserve the right to reduce the refund to reflect any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

3. Custom-Built PCs

Our gaming PCs are built to order. Whether you cancel before or after the build process has started, you will receive a full refund.

Once a build is complete, standard return conditions apply (Section 2 above).

4. How to Return

  1. Contact us at sales@thecpuhub.co.uk or call 0333 050 9072 to notify us of your return
  2. We will provide a returns authorisation number and return instructions
  3. Pack the product securely in its original packaging. Gaming PCs are heavy and fragile — inadequate packaging may result in transit damage which is not covered
  4. Ship the product to our Rotherham workshop using a tracked and insured delivery service
  5. We will inspect the product upon receipt and process your refund

5. Return Shipping Costs

  • Change of mind returns: You are responsible for the cost of return shipping. We recommend using a tracked and insured service as you are responsible for the product until it reaches us.
  • Faulty products: We will cover return shipping costs for products that are confirmed as faulty. Contact us to arrange collection or a prepaid shipping label.

6. Refund Processing

Once we receive and inspect the returned product:

  • Refunds are processed within 14 days of receiving the returned item
  • Refunds are issued to the original payment method (Visa, Mastercard, PayPal, etc.)
  • Klarna finance refunds are processed through Klarna directly
  • Bank processing times may add 3–5 working days after we issue the refund

7. Faulty Products

If your gaming PC develops a fault:

  • Within 30 days of delivery: You are entitled to a full refund, replacement, or repair
  • Within 6 months of delivery: We will repair or replace the product. If repair is not possible, you are entitled to a full refund
  • 6 months to 36 months: Covered by our 3-year warranty. We will repair the product; replacement or refund if repair is disproportionate

These rights are in addition to your statutory rights under the Consumer Rights Act 2015.

8. Exchanges

We do not offer direct exchanges. If you wish to exchange a product, please return the original item for a refund and place a new order for the replacement.

9. Non-Returnable Items

The following cannot be returned:

  • Products that have been physically damaged by the customer
  • Products with missing components or accessories
  • Products returned after the 14-day cooling-off period (unless faulty)
  • Software licences that have been activated (e.g. Windows keys)

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. For more information about your consumer rights, visit Citizens Advice or contact your local Trading Standards office.

Last updated: March 2026