Refund & Return Policy

1) Summary (EU consumer rules)

• 14-day right of withdrawal for non-custom items purchased online, starting from the day you receive the goods.
   

• Custom-built PCs (made to your specifications): excluded from the 14-day right of withdrawal.
   

• Return shipping for change-of-mind returns is paid by the customer.
   

• We refund the outbound shipping up to the standard delivery cost (premium delivery supplements are not refunded).
   

• Faulty/DOA: we repair/replace or refund as required by law, and we cover return costs.
   

 

2) How to start a return (withdrawal)

Email helpcraftpc@gmail.com within 14 days of delivery stating your order number and that you wish to withdraw. We will reply with instructions and (if applicable) an RMA number.

 

3) Condition & diminished value

You may inspect the product as you could in a shop. If the item is used beyond that (e.g., extensive runtime, missing packaging/accessories, personal accounts/software left on the device, visible wear), we may reduce your refund to reflect diminished value. This is not a restocking fee; any reduction is proportionate and evidence-based. Your statutory rights are unaffected.

 

4) What can be returned

We accept returns only for items purchased directly from CRAFT PC. If you bought via a marketplace or partner, please contact them. Use protective packaging (original where reasonably possible) and a trackable courier; keep proof of dispatch.

 

5) Custom builds & deposits

• Custom-built PCs (configured to your request) are not eligible for change-of-mind returns (EU CRD Art.16(c)).
   

• A 20% deposit for custom builds is non-refundable once we have ordered the parts. (Your statutory rights on defective goods remain unaffected.)
   

 

6) Refund method & timing

• Send the goods back within 14 days after notifying us of withdrawal.
   

• We may withhold the refund until we receive the goods and inspect their condition.
   

• Refunds are made to the original payment method within 14 days of receipt/inspection.
   

• We refund the outbound shipping up to the standard delivery cost; premium delivery upgrades are excluded.
   

 

7) Faulty, DOA, or warranty issues

If the product arrives damaged/faulty or develops a defect under warranty, contact us immediately (and in any case within 24h for DOA). We will arrange repair/replacement or refund as required by law and provide a return label where applicable.

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8) Non-returnable items (by law or hygiene)

Software licenses/activation keys once revealed/used; intentionally altered/modified goods; data-bearing devices with sensitive personal data that cannot be securely wiped by the customer. (This does not limit your statutory rights for defective goods.)

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9) Address for returns

CRAFT PC

Haasstrasse 64, 4700 Eupen, Belgium

+32 473 34 09 01

helpcraftpc@gmail.com

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Please include your order number and any RMA provided by our support.

 

10) EU Withdrawal Form

You may use this template (click here to get FORM).

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