Returns & Refunds

Last reviewed: 22 September 2026

Faulty goods

Your statutory rights are not affected. If goods are faulty, not as described or not fit for purpose, contact us promptly with proof of purchase so we can assess the appropriate repair, replacement or refund under UK consumer law.

Change-of-mind returns

For eligible unused goods bought in store, contact us within 30 days. Items should be complete, undamaged and in their original packaging with proof of purchase. Certain opened, personalised, hygiene-sensitive, digital or specially ordered items may not be eligible unless faulty.

Online and distance purchases

Consumers normally have 14 days from delivery to tell us they wish to cancel an eligible distance purchase, followed by 14 days to return it. You may be responsible for return costs unless the goods are faulty or we agree otherwise. Deductions may apply for handling beyond what is necessary to inspect an item.

Custom-built computers and special orders

Custom PCs and personalised or specially sourced items may be exempt from change-of-mind cancellation once work or procurement has begun. We will explain this before accepting an order. Faulty custom systems remain covered by statutory rights and any stated warranty.

Repair services

You may cancel before work begins. Once diagnosis, labour or specially ordered parts have been authorised, reasonable costs already incurred may be payable. If a repair is not successful or another fault is found, we will explain the available options. Data recovery and intermittent faults cannot always be guaranteed.

How to request a return or cancellation

Contact support@thetechsurgery.co.uk or call 0191 427 0857 before returning an item. Include the order or repair reference, purchase date and reason. Do not post devices containing lithium batteries without agreed safe-return instructions.

Refund method

Approved refunds are normally made to the original payment method. Processing time can depend on the payment provider.