Refund policy

Returns Made Simple

At DLBuilds, we want every customer to be happy with their order. If something is not right, please contact us as soon as possible and we’ll help resolve it fairly.

This policy applies to products purchased directly from www.dlbuilds.co.uk.

Change of Mind Returns

For most online orders, you have 14 days from the day your order is delivered to let us know that you wish to cancel or return your order.

Once you have told us you wish to return an item, you then have a further 14 days to send the item back to us.

To start a return, please contact:

support@dlbuilds.co.uk

Please include:

  • your order number

  • your name

  • the item you wish to return

  • the reason for return, if you are happy to provide it

Return Condition

Items returned because you have changed your mind must be returned in a clean, complete and reasonable condition.

Returned items should include:

  • the original product

  • all accessories

  • manuals, cables, screws, brackets or extras supplied

  • original packaging where possible

You are allowed to inspect an item in the same way you would in a shop. However, if an item has been used, damaged, modified, installed incorrectly, or returned with missing parts, we may reduce the refund to reflect any loss in value.

This does not affect your statutory rights.

Gaming PCs & Built-to-Order Systems

Many DLBuilds gaming PCs are built to order. This means they are assembled, configured and tested before dispatch.

Standard built-to-order systems may still be eligible for return in line with your consumer rights. However, systems that have been specially customised, personalised, or built to a specific customer request may not be eligible for change-of-mind cancellation where the law allows.

This may include, for example:

  • highly customised specifications not normally offered on the website

  • personalised modifications

  • special-order parts requested specifically by the customer

  • custom work carried out outside our standard product options

If you are unsure whether your order is classed as customised, please contact us before placing your order.

Your rights regarding faulty, damaged or misdescribed goods are not affected.

Components, Bundles & Accessories

Components, motherboard bundles, cases, accessories and other hardware can usually be returned under our change-of-mind returns process, provided they are returned complete and in reasonable condition.

Please take care when opening, handling or installing components. We may not be able to offer a full refund for items that are returned damaged, incomplete, incorrectly handled, or with missing accessories.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible at:

support@dlbuilds.co.uk

Please include:

  • your order number

  • a clear description of the issue

  • photos or videos showing the problem

  • photos of the packaging if the item arrived damaged

For damaged deliveries, please keep all packaging until the issue has been reviewed. This helps us raise a claim with the courier if needed.

If the item is confirmed to be faulty, damaged, incorrect, or not as described, we will arrange an appropriate solution. This may include a repair, replacement, refund, or return depending on the situation and your legal rights.

Return Postage

For change-of-mind returns, the customer is responsible for the cost of returning the item unless we agree otherwise.

For faulty, damaged, incorrect, or misdescribed items, we will cover reasonable return postage costs or provide a suitable return method where appropriate.

Please do not send items back without contacting us first, as this may delay your return or refund.

Packaging Returns Safely

Returned items must be packaged securely.

Gaming PCs and fragile hardware must be packed carefully to prevent damage in transit. If you are returning a PC, please use the original packaging where possible, including any protective internal packaging if supplied.

Damage caused by poor return packaging may affect your refund.

If you are unsure how to package your return, contact us before sending it.

Refunds

Once your return has been received and checked, we will process your refund using the original payment method.

Refunds are usually processed within 14 days of us receiving the returned item, or within 14 days of you providing proof that the item has been sent back, whichever happens first.

Original standard delivery costs will be refunded where required by law. Any upgraded or premium delivery service chosen by the customer may not be fully refundable beyond the standard delivery cost.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Non-Returnable Items

Some items may not be eligible for change-of-mind returns where permitted by law. This may include:

  • customised or personalised items

  • special-order products requested specifically by the customer

  • digital products, licence keys or software once supplied, revealed, activated or redeemed

  • items damaged by misuse, incorrect installation, modification or neglect

  • items returned incomplete or missing essential parts

This does not affect your rights if an item is faulty, damaged, incorrect, or not as described.

Warranty & Repairs

Some products may include a DLBuilds warranty or manufacturer warranty. Warranty coverage depends on the product type and the terms stated on the product page or order documentation.

Warranty claims usually cover faults that occur under normal use. They do not cover accidental damage, misuse, unauthorised modifications, incorrect installation, or damage caused by third-party parts or software.

If you believe your item has developed a fault, contact us and we’ll advise the next steps.

Business Purchases

Consumer cancellation rights may not apply in the same way to business-to-business purchases.

If you are purchasing for a business, trade, resale, or commercial use, please contact us before ordering if you need clarification on returns.

How to Start a Return

To request a return, email:

support@dlbuilds.co.uk

Please include your order number and details of the item you wish to return.

We’ll reply with the next steps.

Policy Updates

We may update this Returns & Refund Policy from time to time. Any changes will be published on this page.