Returns Policy

1. Overview

At JOHNCOMPUTERS LTD, we want you to be completely satisfied with your purchase. We have designed a clear and simple returns process to give you peace of mind. Please note that different rules apply depending on whether you purchased a physical product, a software license, or a bespoke service. If you have any questions, our team is here to help.

2. Returns Eligibility

• Physical products — you may return most unused physical products within 14 days of delivery for a full refund.
• Returned items must be unused, in original packaging, and include all accessories, manuals, and documentation.
• Software licenses — non-refundable once the license key or activation code has been delivered, unless the license is defective or non-functional.
• Custom/bespoke software development — non-refundable once work has commenced, unless otherwise agreed in your individual project contract.
• Perishable or consumable items (e.g., thermal paste, cleaning kits) — non-refundable if opened or used.

3. How to Return

4. Refund Policy

• Full refund for faulty or incorrectly described items, and for returns within the 14-day cooling-off period (items must be unused and in original packaging).
• Partial refund may be issued if the item is used, damaged, or missing accessories, at our discretion.
• Refund method: refunds are issued to the original payment method used for the purchase.
• Refund timeframe: 5–14 business days after we receive the returned item, depending on your payment provider.
• Shipping costs: refunded for faulty or incorrectly sent items. For change-of-mind returns, original shipping costs are not refundable and you are responsible for return postage.

5. Faulty or Damaged Goods

• Please report faulty or damaged goods within 48 hours of delivery to ensure prompt resolution.
• We may request photographs of the damage or defect to assess the issue.
• You may choose between a replacement (subject to stock availability) or a full refund.
• We cover the cost of return shipping for faulty items.
• Beyond our 30-day guarantee, the manufacturer's warranty applies. We will assist you in contacting the manufacturer for warranty claims.

6. Software and Digital Products

• Software licenses are non-refundable once the license key or activation code has been delivered via email.
• Exception: if the license is defective or non-functional, we will either replace it or issue a full refund at your preference.
• Digital downloads are non-refundable once downloaded or accessed.
• We are not responsible for software compatibility issues. Please check the system requirements listed on the product page before purchasing. If you are unsure, contact us for advice.

7. Bespoke Services

• Custom software development and consultancy services are governed by the individual project agreement or proposal signed by both parties.
• Deposits are typically non-refundable once work has commenced, unless the project agreement states otherwise.
• Cancellation terms, milestone payments, and deliverables are specified in your project proposal.
• In the event of a dispute, we aim to resolve matters amicably through direct communication. If resolution cannot be reached, the dispute resolution mechanism in your project agreement will apply.

8. Exclusions

The following items are not eligible for return:

• Items damaged by misuse, accident, negligence, or unauthorised modification.
• Items missing original packaging, unless the item is faulty.
• Items purchased more than 14 days ago (except where covered by warranty or the Consumer Rights Act 2015).
• Gift cards or vouchers (if applicable).

9. Contact for Returns