Warranty Information

New Computers

All brand-new computers purchased from PC Guy come with a 1-year onsite hardware warranty. In some cases, we may need to collect and return your PC to you.

I take pride in building high-quality computers, but occasionally, hardware issues can arise. If you experience a problem within the first year, just get in touch. If you’re local, I’ll visit you onsite to investigate the issue. If the hardware is found to be faulty, I’ll replace the defective part.

Refurbished Computers & Laptops

All refurbished computers and laptops come with a 60-day hardware warranty unless otherwise stated, or if an extended warranty has been purchased. Every system is fully tested before sale, but as with any used hardware, failures can occur.

If your refurbished laptop develops a fault within 60 days of purchase, we will attempt to repair the item free of charge. However, if the repair is deemed uneconomical (for example, if the cost of repair exceeds the value of the laptop) or parts are unavailable, we will offer you a replacement product or a partial/full refund, depending on the circumstances.

Warranty exclusions

Environmental and accidental damages:
This warranty does not cover damage caused by environmental factors beyond my control. This includes, but is not limited to, fire, flood, lightning, power surges, extreme temperatures, moisture, smoke, dust buildup or other natural disasters. Additionally, damage resulting from accidental spills, improper ventilation or exposure to hazardous materials is not covered. Customers are responsible for ensuring their devices are kept in a safe and suitable environment.
Unauthorised repairs and modifications:
This warranty will be void if the device has been repaired, modified, or tampered with by any person or business other than myself without prior written consent. This includes, but is not limited to, hardware replacements, software alterations or attempts to repair internal components. Any damage or faults resulting from unauthorised repairs will not be covered under this warranty and I will not be liable for any further issues arising from such actions.
Batteries:
Batteries are considered consumable components and are not covered under this warranty. Due to their limited lifespan and natural degradation over time, issues such as reduced capacity, failure to hold charge, or wear from normal use are not eligible for warranty claims. Customers are responsible for proper battery care, including following manufacturer guidelines for charging and storage.
Software exclusions:
This warranty does not cover issues related to software, including but not limited to operating system failures, software corruption, viruses, malware, spyware, or any other malicious software infections. Customers are responsible for maintaining up-to-date antivirus protection and ensuring safe browsing and download practices. If a software-related issue occurs, I may offer assistance at my standard service rates, but it will not be covered under warranty.
Improper use:
This warranty does not cover damage or faults caused by improper use, neglect, or misuse of the device. This includes, but is not limited to, physical damage from drops or impacts, liquid spills, improper handling, unauthorised modifications, overloading components beyond their intended capacity or failure to follow manufacturer guidelines. Customers are responsible for using their devices in a safe and appropriate manner. Any repairs required due to improper use will be chargeable at standard service rates.
Data Loss:

While we take all reasonable precautions to protect your data during repairs, we are not responsible for any data loss that may occur, including files, documents, applications, or settings during the repair process. It is your responsibility to back up all important data regularly. Hard drives can fail at any time, if they fail during the warranty period, we will replace the hardware, but this warranty does not cover any data loss or subsequent losses as a result. Data recovery, if possible, would be chargeable at the standard service rates

Warranty on repairs:

Any repair work carried out under warranty is covered for a period of 60 days from the date of the repair. This warranty covers the specific repair only and does not extend to other parts of the device that were not involved in the repair. Any issues arising with components not related to the repair will be covered under the original purchase warranty, if still valid.

Please note that if the device is within the original warranty period (e.g., 1 year), the repair itself will be covered for 60 days from the repair date, regardless of the remaining term on the original warranty. After the 60-day repair warranty expires, the device will revert to the original warranty terms, if applicable

Returns

For items purchased in person that are kept in stock, customers have a 7-day cooling-off period from the date of purchase to return the item for a full refund, provided the item is returned in its original condition. However, a £30 restocking fee will apply to cover the cost of clearing any data and making the item fit for resale.

Please note that custom orders, including bespoke gaming machines or any products made to the customer’s specifications, can only be returned if they are faulty or not as described, in accordance with your legal rights under the Consumer Contracts Regulations. Custom orders are excluded from the cooling-off period and are not eligible for return for any other reason. Please ensure when placing an order for a custom designed computer that you are happy with the details before paying your deposit.

Software purchases are non-refundable.

If you need to return a laptop or computer but you are no longer local (Chester and Wirral areas), please ensure it is well-packaged and insured for transit, as PC Guy is not liable for any damage during shipping. Before returning a product, please email info@ellesmereportpcguy.co.uk to log your return request.

If a refurbished laptop or computer still has an existing manufacturer’s warranty, any issues should be handled directly with the manufacturer.

Timescale

We aim to complete all repairs within 7 working days; however, please note that delays may occur if we need to wait for specific parts to arrive or if we need to liaise with the manufacturer regarding an existing manufacturers warranty or a faulty part to arrange for a replacement. While we strive to minimise any inconvenience, these factors may extend the repair time. We will keep you informed of any significant delays and provide updates on the status of your repair.

If you have any questions, feel free to ask! 😊