Computerko Limited handles returns and refund requests in a structured way based on the type of product or service supplied, the timing of the request, the condition of the goods, and the extent to which the relevant item, software, warranty, or service has already been used, delivered, activated, performed, or consumed.

This website and the goods and services made available through it are intended for business use only.

1. Who we are

Computerko Limited is a company registered in England and Wales.
2. Purpose of this policy
The purpose of this policy is to explain how Computerko Limited handles return and refund requests for business customers.
This includes:
return requests for physical goods;
Registered office: 27 Old Gloucester Street, London, WC1N 3AX, United KingdomContact email: support@computerko.co.uk

• the refund position for software, warranties, and services;
• the difference between faulty, non-fault, and warranty-related matters;
• the process for requesting a return;
• the basis on which refunds, credits, replacements, or refusals may be considered; and

the relationship between this policy and other applicable Computerko Limited documents.

This policy is a customer-facing operational returns and refund policy. It does not replace any contract, Terms of Sale, Warranty & Manufacturer Responsibility Policy, Support Policy, or other service-specific written agreement.

3. Scope

This policy applies to business purchases made from Computerko Limited and relates to:
physical goods;
software;
warranties;
services;

• hosted or cloud-related service elements where relevant; and

other product or service categories supplied by Computerko Limited.

This policy applies only in a business-to-business context. It is not a consumer returns policy and does not create consumer-style cancellation rights.

4. General return and refund position

Computerko Limited applies the following general return and refund principles:

• Physical goods are subject to a standard 30-day return window, subject to this policy and the applicable sale terms.
• Software, warranties, and services do not have a standard refund policy.

Where Computerko Limited does not ordinarily offer a refund, we may still review the matter on a case-by-case basis with a view to considering whether a refund, partial refund, credit, or other commercial resolution is appropriate.

• Where work has already been carried out, a service has already been delivered, software has already been activated, provisioned, issued, downloaded, configured, accessed, or used, or a warranty has already been put into effect, this may make a refund difficult, limited, or unavailable.

5. Physical goods – 30-day return policy

Unless otherwise stated in writing, physical goods supplied by Computerko Limited may be considered for return within 30 days of delivery.
This 30-day return position applies subject to:
the goods being eligible for return;
the goods being returned in acceptable condition;

• the goods not being excluded under this policy or the applicable contract;
• the customer following the correct return authorisation process; and

Computerko Limited being satisfied that the return request is valid in the circumstances.

A return request within 30 days does not automatically guarantee a refund. The outcome may depend on the reason for return, the condition of the goods, whether the goods are faulty, whether they were specially ordered or configured, and whether they remain suitable for resale, replacement, inspection, or other resolution.

6. Software, warranties, and services

As a general rule, Computerko Limited does not operate a standard refund policy for:
software licences;
software subscriptions;
warranties;
cloud services;
hosted services;
domain-related services;
configuration services;
labour or professional services;
setup or implementation services; or
other non-physical service-based products.
This is because such items or services may be:
issued electronically;
activated or provisioned on receipt;
consumed on use;
dependent on third-party platforms;
non-returnable by nature; or
based on work already performed.
However, Computerko Limited may still review refund requests relating to such items on a case-by-case basis. Any such review will consider matters such as:
email services;

• whether the item or service has been used, activated, provisioned, or consumed;
• whether work has already been undertaken;
• whether third-party costs have already been incurred;
• whether the item or service can practically be reversed or withdrawn;
• whether there has been a supply, provisioning, or service error; and
• whether a credit, partial refund, or alternative resolution would be more appropriate than a full refund.

7. Effect of use, activation, provision, or work performed

Refund eligibility may be materially affected where:

• software has been activated, issued, provisioned, or accessed;
• a hosted or cloud service has already been provisioned or brought into service;
• a warranty has already been issued or placed into effect;
• a domain has been registered, renewed, or transferred;
• a service has already been delivered in whole or in part;
• labour, configuration, support, installation, setup, migration, implementation, or other work has already been carried out; or
• the value of the product or service has already been consumed in practice.

Where this has happened, a refund may be difficult, reduced, unavailable, or replaced by another form of resolution at Computerko Limited’s discretion.
8. Categories of returns
Computerko Limited may consider return requests under one or more of the following categories:
damaged on delivery;
short delivery or missing items;
incorrect goods supplied;
dead on arrival or failed on installation;
faulty goods;
warranty-related matters;
non-fault discretionary returns; and
other exceptional return scenarios considered by Computerko Limited on a case-by-case basis.

Different handling rules, evidence requirements, or outcomes may apply depending on the category.

9. Return authorisation required

No goods may be returned to Computerko Limited without prior authorisation.
Customers must contact Computerko Limited first and provide sufficient details for the return to be assessed.
Computerko Limited may:
approve the return;
reject the return;
request further information;
issue return instructions;

• issue a returns reference or other return authorisation; or
• direct the customer to an alternative route, such as a manufacturer warranty route.

Unauthorised returns may be refused, delayed, or returned to sender.

10. Inspection, condition, and packaging

Returned goods may be subject to inspection, validation, or testing.

Where goods are returned, customers may be required to ensure that:

• the goods are packaged appropriately;
• original packaging is retained where reasonably possible;
• included accessories, parts, cables, manuals, or bundled items are returned where relevant;
• the goods are not further damaged in transit; and
• the returned goods correspond to the approved return request.

If goods are returned in poor condition, incomplete condition, altered condition, or a condition inconsistent with the stated reason for return, this may affect the outcome of the return request.

11. Non-fault returns

Non-fault returns are not automatically accepted.

Where goods are not faulty and the customer simply wishes to return them, Computerko Limited may consider the request at its discretion, taking into account:
the condition of the goods;

• whether the goods were standard or specially sourced;
• whether the packaging has been opened or materially affected;
• whether the goods are suitable for resale or redeployment;
• whether supplier restocking or return constraints apply; and
• any costs already incurred.

In such cases, Computerko Limited may:
refuse the return;

• accept the return subject to a handling or restocking adjustment;
• offer a credit instead of a refund;
• offer an exchange; or
• agree another reasonable resolution.

12. Faulty goods and warranty-linked matters

Where the issue relates to a genuine fault, dead-on-arrival issue, or warranty matter, the correct route may depend on:

• the timing of the issue;
• the type of goods;
• the manufacturer’s procedure;
• the applicable warranty position; and
• the stage of the relevant warranty period.

In some cases, the matter may be dealt with under the Warranty & Manufacturer Responsibility Policy rather than as a standard refund matter.

A valid fault does not always mean the remedy will be a refund. Depending on the case, the appropriate outcome may instead be:

• repair;
• replacement;
• like-for-like exchange;
• equivalent replacement;
• credit;
• referral to manufacturer;
• Year 2 Computerko warranty handling; or
• another reasonable commercial resolution.

13. Return costs and transport

The handling of return costs may depend on the reason for return.

Computerko Limited may determine, depending on the circumstances, whether:
the customer is responsible for return shipping;
Computerko Limited will arrange collection or return instructions;
handling or inspection costs apply;

• the cost should remain with the customer in a non-fault or invalid return case; or
• an alternative arrangement is appropriate.

Customers must not assume that Computerko Limited will automatically pay all return or collection costs in every scenario.

14. Refund, credit, replacement, and other outcomes

Where a return request is accepted, the outcome may include one or more of the following:

• refund;
• partial refund;
• credit note;
• exchange;
• replacement;
• repair route;
• warranty route;
• rejection of the return; or
• another reasonable commercial solution.

The appropriate outcome will depend on:

• the product or service type;
• the reason for return;
• the timing of the request;
• the condition of the goods;
• whether the product or service has already been used, activated, provisioned, or consumed;
• whether work has already been carried out; and
• the practical and commercial position in the circumstances.

Computerko Limited does not guarantee that every accepted return will result in a cash refund.
15. Excluded or non-returnable items
Unless Computerko Limited agrees otherwise in writing, the following are generally non-returnable or not subject to a standard refund entitlement:

• software licences once issued, delivered, activated, or accessed;
• software subscriptions once started;
• cloud or hosted services once provisioned;
• domain registrations, renewals, transfers, or domain-related fees;
• email services once provisioned;
• warranties once issued or activated;
• labour, setup, configuration, migration, implementation, or other services once performed;
• bespoke, special-order, customised, or customer-specific items where return is not reasonably practicable;
• goods returned without authorisation; and
• goods that have been materially used, altered, damaged, or made unsuitable for return outside the accepted process.

16. Customer responsibilities

Customers are responsible for:

• inspecting goods promptly after delivery;
• raising return or refund issues as soon as reasonably possible;
• providing accurate and complete information about the issue;
• keeping proof of purchase, order details, and delivery information;
• following the authorised returns process;
• packaging goods appropriately where return is approved;
• not returning items without authorisation; and
• cooperating with troubleshooting, inspection, validation, or warranty direction where required.

17. Case-by-case review where no standard refund applies

Where Computerko Limited does not ordinarily offer a refund, we may still review the matter on a case-by-case basis.
This does not mean that a refund will always be given. It means that Computerko Limited may consider, acting reasonably, whether there is a fair commercial basis to offer:
a full refund;
a partial refund;
a credit;
an exchange;
a replacement;
a service adjustment; or
another practical resolution.

Where there has already been use of the software, service, warranty, or related work, a refund may be difficult because value may already have been delivered or consumed.

18. Relationship with other documents

This Refund & Returns Policy should be read together with other applicable Computerko Limited documents, including:

• Terms of Sale, which govern the legal and contractual basis of supply;
• Warranty & Manufacturer Responsibility Policy, which governs warranty routes and the Year 1 / Year 2 warranty structure;
• Support Policy, which governs operational support handling;
• Complaints Policy, which governs dissatisfaction and escalation;
• Payment & Billing Policy, which governs invoice, credit, and billing handling; and
• Third-Party Services & Dependency Policy, which explains reliance on suppliers, distributors, manufacturers, and other external providers.

If there is any conflict between this policy and a specific signed agreement or applicable contractual document, the relevant contractual document shall take precedence to the extent of that conflict.

19. Review and updates

Computerko Limited may update this policy from time to time to reflect:
changes in service model;
changes in return handling practice;
changes in supplier or manufacturer arrangements;
changes in operational experience;
legal or regulatory developments; and
lessons learned from return and refund handling.

Any updated version will be published with a revised date.

20. Contact

If you have any questions about this Refund & Returns Policy, or if you wish to request a return or discuss a refund-related matter, please contact:

Computerko Limited
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
Email: support@computerko.co.uk