Returns, Refunds & Cancellations

Last updated: 2 November 2026

This policy explains your cancellation and returns rights when buying from Rhys Brown trading as Build Rx Computers (“BuildRX”, “we”, “us”). It sits alongside our Terms & Conditions and Warranty policy. Your statutory rights under the Consumer Rights Act 2015 are not affected.

1. Two kinds of order (please read this first)

UK law treats “off-the-shelf” goods and goods made to your specification differently.

A. Standard catalogue builds

Fixed configurations sold as named products (for example a listed SFF or Full Tower SKU with a published parts list you did not customise beyond choosing a published platform option).

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have a 14-day cooling-off right to cancel a distance contract without giving a reason. For goods, that period usually ends 14 days after you receive them.

Important practical note: once we have started sourcing parts and assembling a made-to-order catalogue PC, the goods may become “made to your specifications”. Where that exemption applies, the 14-day right can fall away. We explain this clearly at checkout and in the order emails. If you change your mind, tell us as soon as possible and ideally before we start assembly — we will always try to help.

B. Bespoke / custom-specified builds

Builds where you (or we, on your instructions) choose a custom parts list — for example via the Custom PC Configurator, Specialist Studio commissions, sleeper / custom-loop projects, or any one-off specification agreed by email.

Goods made to the consumer’s specifications or clearly personalised are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013. Once we have accepted your order and begun procurement or assembly for a bespoke specification, you cannot cancel simply because you have changed your mind.

This exemption does not remove your rights if the PC is faulty, not as described, or damaged in transit because of our packing or the courier.

2. How to cancel (where the 14-day right applies)

Email info@buildrxcomputers.co.uk with your order number and a clear statement that you want to cancel.
If the PC has already been delivered, keep it safe and unused beyond what is needed to inspect it (as you would in a shop).
We will confirm the cancellation and give return instructions. You are normally responsible for the cost of return shipping unless we agree otherwise or the item is faulty.
We refund within 14 days of receiving the goods back (or of receiving proof of return), using the original payment method. We may deduct for diminished value if the PC has been used beyond reasonable inspection (for example installed software, worn packaging, missing accessories).

3. Faulty goods (Consumer Rights Act 2015)

Every PC we supply must be of satisfactory quality, fit for purpose, and as described.

Short-term right to reject (usually 30 days): if the PC is faulty at supply, you may reject it and claim a refund.
Repair or replacement: after 30 days (and within six months if the fault is presumed present at supply, unless we prove otherwise), you are normally entitled to a repair or replacement. If that fails, you may be entitled to a price reduction or to reject and claim a refund (which may take fair use into account after six months).

Email us with your order number, a description of the fault, and photos or short videos where helpful. Do not return the PC until we have agreed the next step — this avoids lost parcels and delays.

4. Damage in transit

Photograph the outer box before opening if it looks crushed or wet. Report suspected courier damage within 48 hours of delivery. We will arrange collection, repair, replacement or refund as appropriate once we have assessed the damage.

5. Change of mind after a bespoke build has started

If your order is exempt as made-to-specification and assembly or part ordering has begun, we cannot offer a change-of-mind refund. In exceptional cases we may, at our discretion, discuss a restocking arrangement for unused sealed parts only — this is never guaranteed.

6. How to return a PC (when we have authorised it)

Wait for our written return authorisation and packing / collection details.
Use the original packaging where possible, or an equivalent double-walled carton with foam. Follow any packing advice we give for heavy graphics cards.
Include all accessories that shipped with the order.
Ship only to the return address we give you in writing — we are delivery-only and do not offer customer workshop visits.

7. Refund timescales

Cancelled before dispatch (where allowed): refund within 14 days of cancellation, usually sooner.
After we receive an authorised return: refund within 14 days of receipt or proof of return.
Card and wallet refunds can take a few extra working days to show on your statement.

8. Contact

Build Rx Computers (Rhys Brown, sole trader)
Email: info@buildrxcomputers.co.uk
Contact form: buildrxcomputers.co.uk/contact/