I’ve included the relevant sections of our terms and conditions below however we feel that easier to understand language is the way to go here.
Our refund and returns policy is as follows:
You can cancel your order at any time before dispatch – for any reason, it’s up to you.
You can cancel an order up to fourteen days after dispatch – for any reason, it’s up to you.
If you need to send anything back to us, get in touch. We’ll pay the postage – within reason.
If your new PC develops a fault within the first thirty days you’re entitled to a repair, replacement or full refund – you choose.
If your new PC develops a fault after the first thirty days you’re entitled to a repair or replacement – you choose.
We want you to be a happy, returning customer so in the unlikely event that there’s a problem just get in touch and we’ll do our very best to sort you out!
1. Cancelling an Order
9(a). Cancellation of Order – Prior to dispatch by the company
The consumer may cancel their order at any time prior to dispatch by contacting the customer services department. Please note, email contact is subject to potential delay(s) and for expediency, we recommend contacting us via phone.
9(b). Cancellation of Order– After dispatch
The Consumer Contracts Regulation allows for a cancellation period of fourteen (14) calendar days, from receipt of the goods by the consumer under the legislation. Consumers may return specified goods without reason within this period for a refund. This excludes goods made to the consumer’s specifications. It does not apply to goods intended for everyday consumption. Video recordings, computer software unsealed by the consumer and processors/CPUs where packaging has been opened are also excluded. The cost of returning and appropriately insuring the goods until satisfactory receipt at the company will be borne by the consumer.
To cancel the contract under the terms of the Consumer Contracts Regulations, the consumer must, within fourteen (14) days of receipt of the goods, contact the customer services department.
The consumer will be required to return the goods to the company before a refund can be processed. The consumer will be issued a Product Return Number (RMA) number for use in returning the item. Cryo Gaming cannot be held responsible for any goods returned without first obtaining an RMA number. The goods remain the property of the consumer until received on premises at the company. Any delivery refunds will be at the most cost effective pricing for that item and will not cover enhanced delivery, additional or excess charges.
2. Damages, Shortages and Incorrect Goods
To expedite your redress, we recommend the consumer report any damage, shortage or incorrect goods to the company within seven (7) days of delivery.
Please note, email contact and post is subject to potential delay(s) and for expediency, we recommend contacting us via phone. Provided prompt notice of transit damage or loss is given and provided it is proved to the company’s satisfaction that such damage occurred in transit in the UK but not otherwise, the company will refund, repair or replace such equipment free of charge to the consumer. If any goods appear visually or otherwise damaged at the point of delivery to the consumer, the consumer should either sign for the goods as damaged or unchecked, or reject the goods for return to the company/supplier by the courier. In either instance, the consumer should contact customer services as soon as possible, within the aforementioned seven (7) working day period. All products returned to us must be as complete, including accessories and original packaging as received.
13. Warranty Returns, Repairs and Replacements
Approximately thirty (30) calendar days from the receipt of goods by the consumer, the consumer is entitled to a repair, replacement or refund of the goods which are faulty. After thirty (30) calendar days of receipt of the goods by the consumer, the consumer is entitled to a repair or replacement only. Any refunds offered after the thirty (30) day period may be proportionate.
We understand that our customers may want to upgrade components. Olease ensure that proper precautions are taken when carrying out any upgrades, and that the parts used are compatible and without any material defects. If you make a warranty claim and the fault can be attributed to the upgraded part, then you may be responsible for labour and other costs incurred.
All of our computers are covered by a standard 5 year warranty. Your PC will be supported by our trained support staff and technicians on a return-to-base basis. Here are our different warranty options:
|Warranty||Parts covered||Labour covered||Carriage covered|
|Bronze||2 year||5 years||6 months|
|Silver||2 years||5 years||1 year|
|Gold||3 years||5 years||2 year|
|Platinum||4 years||5 years||3 years|
If you live within close proximity to our office then you can bring your system for diagnosis and we can carry out on the spot repair. If you are outside the carriage cover period this is available at £40 to arrange collection from your premises and ship out the repaired system.
If you have a problem with your Cryo Gaming PC and require technical support you can contact us and we will do our best to resolve any reported issues as quickly as possible. We will reply with possible solutions, and if a hardware fault is confirmed by one of our technical support advisers we can proceed with collection process.