01Changed your mind: 14 days
Under the Consumer Contracts Regulations you can cancel an online order for any reason within fourteen days of receiving it. Tell us by email within that period, then post the item back within a further fourteen days.
We refund the price and the standard delivery charge within fourteen days of receiving the item back. Return postage for a change of mind is paid by you, and we recommend a tracked service because the item remains your responsibility until it reaches us.
You may handle the item as you would in a shop. If it comes back used beyond that, with missing parts, or with a security seal broken on sealed software, we may reduce the refund to reflect the loss in value.
02Faulty or not as described: 30 days and beyond
Under the Consumer Rights Act 2015 you can reject an item that is faulty, not as described or not fit for purpose within thirty days of delivery and receive a full refund including the return postage. After thirty days and within six months you are entitled to a repair or replacement; if that fails, a refund.
Because we are a repair bench, our first offer is usually to fix the item and return it to you. You are not obliged to accept a repair within the first thirty days.
03What "as tested" covers
Pre-owned items are listed with the condition we found on the bench. Cosmetic wear described in the listing or visible in the photographs is not a fault. A region mismatch with your own equipment is not a fault. A fault we failed to spot, or one that appears within the periods above, is our responsibility.
Original packaging is not required for a return, but please pack hardware well; we can advise on packing by email.
04How to return an item
- Email [email protected] with your order number and a short description of the issue. Photographs help with transit damage.
- We reply within one working day with a returns reference and, for faults, a prepaid label.
- Post the item to 5 PARK AVENUE, THATCHAM, ENGLAND RG18 4NN, with the returns reference inside the parcel.
- We test the item on the bench within two working days of arrival and confirm the outcome by email.
05How refunds are paid
Refunds go back to the payment method used for the order. Card refunds usually show within five working days of our confirmation; PayPal, Apple Pay and Google Pay are typically faster. We cannot refund to a different card or account.
06Repair work
Repairs we carry out, whether on an item bought from us or one you brought in, carry a twelve-month warranty on the parts fitted and the labour. The warranty does not cover unrelated faults that appear later or damage caused after the repair.
Company details
- Company:
- CRACK CARDS LTD
- Company Number:
- 16015643
- Registered address:
- 5 PARK AVENUE, THATCHAM, ENGLAND RG18 4NN
- VAT Number:
- 477585237