Refund policy

How do I return something to Hardware Haven?

To return an item, you must first obtain an RMA (Return Merchandise Authorisation) number. Simply email returns@hardwarehaven.co.uk with your order number and details of the item you wish to return. Once your request has been reviewed, we will issue you with an RMA number and provide further return instructions.

If you're unsure whether your product is faulty, we recommend contacting our support team before arranging a return. Please have your order number and details of the item(s) available when you get in touch. You can contact us through our support portal to discuss the issue and determine the best course of action.

Returns may also be completed in person; however, these must be authorised in advance through our online help desk. Once approved, you'll receive an RMA number that must be quoted when dropping off your item. Any refund will be processed after the product has been inspected by our Returns Department and assessed in accordance with our Returns Policy.

Please note that if you arrive without prior authorisation and a valid RMA number, our team will be unable to accept the return. To avoid a wasted journey, ensure you have contacted Hardware Haven and received return approval before visiting us.

Returns: Packaging & Labelling

Please ensure all items are packaged securely and sent within a separate outer carton, with the RMA number clearly displayed on the outside.

You will be given an address to send the items to along with your RMA number. 

For your peace of mind, we strongly recommend using a tracked or signed-for delivery service.

For returns originating outside mainland UK, all required customs documentation must be completed prior to shipping.

 

30-Day Cancellation Period (UK & EU)

If you would like to cancel a product and return it for a refund, you have up to 30 days from receiving the final item in your order to notify us, provided the product remains in brand-new condition. If the packaging has been opened, you have 14 days to contact us.

Cancellation requests must be submitted in writing through our Help & Support section.

Once cancellation has been agreed, the goods must be returned within 14 days in the condition described during the cancellation process. Refunds will be processed within 30 days of receiving the returned items and will be issued using the original payment method.

As we cannot absorb every return-related expense, customers are responsible for the cost of returning unwanted items. Please ensure products are properly packed in a separate outer box and include all original packaging, manuals, drivers, cables, protective bags and any accompanying accessories.

You may be held responsible for any loss in value caused by handling beyond what would reasonably be expected when inspecting goods before purchase. Any such reduction in value may be deducted from your refund.

Please note that unsealed software products cannot be returned for cancellation. Any accessories, promotional items or bundled products must also be returned to qualify for a full refund. Complimentary game codes must remain unused and concealed.

 

30-Day Acceptance Period (UK & EU)

You have the right to reject products that are faulty, not as described, not of satisfactory quality, or unsuitable for their intended purpose. You have up to 30 days from receipt to inspect the goods and notify us of any qualifying fault.

In such cases, you may request either a full refund (including delivery costs) or a replacement product. Customers located outside mainland UK may be eligible for a refund only.

Where a refund is requested, all original packaging, manuals, drivers, cables and protective materials must be included. Promotional items and bundled accessories form part of the purchase and must be returned to receive the full product value. Complimentary game codes must remain unused and hidden.

 

After 30 Days: Warranty Period

Products can occasionally develop faults after the initial acceptance period but while still covered by warranty. Depending on the manufacturer’s policy and the nature of the fault, the item may either be repaired or replaced.

To minimise downtime, it may sometimes be quicker to deal directly with the manufacturer. Where this option is available, we will advise you accordingly and provide the relevant contact details.

If a direct manufacturer service is unavailable, or if you would rather Hardware Haven managed the process on your behalf, please contact us. We will arrange for the product to be sent to the manufacturer for repair or replacement under warranty.

Repair and replacement times vary depending on the manufacturer and product category. Hardware Haven works closely with suppliers to ensure products are returned as quickly as possible.

When sending an item back for repair or replacement, please include any components necessary for normal operation as supplied at purchase. For example, power supplies should include all modular cables, while AIO coolers should include mounting hardware, fans and relevant cables. Non-essential extras such as figurines, stickers and keychains do not need to be returned, as we cannot guarantee their safe handling during the warranty process.

Should the manufacturer be unable to resolve the issue within 28 days, we may offer a refund. Depending on the age and usage of the item, a deduction for prior use may apply in accordance with applicable consumer legislation.

 

Fault Testing

Before arranging a return, please ensure the reported issue is not being caused by third-party hardware or software configurations within your system. If you are uncertain, we recommend contacting our Technical Support team for assistance.

All products returned as faulty are inspected and tested by Hardware Haven technicians. If testing confirms that the item is functioning correctly or has been damaged through misuse, it will be returned to you. While no testing fee will be charged, you will be responsible for the return shipping costs. We will notify you by email before dispatching any non-faulty item back to you.

 

TV & Monitor Pixel Policy

Please note that all of our suppliers, and therefore Hardware Haven, adhere to the ISO 9241-302 standard regarding acceptable pixel defects based on display size and resolution.

Further details can be found by searching for "ISO 9241-302" alongside your monitor manufacturer. Displays with dead pixels that fall within the limits defined by the ISO 9241-302 standard will not qualify for return.

 

Statutory Rights

Nothing within this returns policy affects your statutory consumer rights. For further guidance on your rights, please consult Citizens Advice.