The Consumer Contracts Regulations 2013 came into effect on 13th June 2014 and the majority of the below information is directly extracted from Schedule 3. Please read through the information which will help us provide the best possible service should you wish to complain about or cancel an order.

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us on 0333 011 7000 or by email on [email protected].

Right to cancel:

You have the right to cancel an order (the contract) within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). Our contact details are:

PC Specialist Ltd
Unit 12 Jubilee Business Park
Jubilee Way, Grange Moor
Wakefield, WF4 4TD
United Kingdom

Tel: 0333 011 7000
Email: [email protected]

If you are logged into your customer account area, you may use our RMA cancellation form but it is not obligatory. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation by e-mail without delay.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation:

If you cancel an order (the contract), we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). The supply of services (namely a Fast-track/priority build service - if ordered) will not be refunded if the goods have been dispatched because this service contract will have been fully completed within the cancellation period.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied, or (if earlier) 14 days after the day you provide evidence that you have returned the goods, or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

If we delivered the goods to the United Kingdom, we can collect the goods but you will bear the direct cost of services to return the goods. The cost for collections from most parts of the United Kingdom is £49.

If you have an issue

Many issues can be resolved informally. In the first instance contact our support team by email at [email protected] or call 0333 011 7000.

If you know who you have spoken to previously, you may wish to ask to speak to them again.

You can also ask to speak to a manager, they will always endeavour to rectify an issue or any other matter.

Making a formal complaint

If you are still unhappy you can make a formal complaint. You need to send the complaint in a durable medium such as a letter. Our contact details are:

PC Specialist Ltd
Unit 12 Jubilee Business Park
Jubilee Way, Grange Moor
United Kingdom

Tel: 0333 011 7000
Email: [email protected]

If you wish to complain by email, please indicate this by typing FORMAL COMPLAINT in the subject line so that your email is prioritised correctly.

When we receive your complaint we will acknowledge this by email to the account registered on our site and a task will be assigned to the complaints manager.

We will investigate and aim to reply within 7 working days, however in some circumstances this may be an update and not a final reply.

Our final reply will include a summary of the issue, our legal liability and will state what steps have already been offered/taken and if appropriate our plan to rectify the issue.

How to cancel

If you wish to cancel your order (the contract) the quickest way is to logon to your customer account area and complete our RMA cancellation form but this is not obligatory. Alternatively, please refer below to the model cancellation form which you can use to cancel the contract:

I/We [*] hereby give notice that I/We cancel my/our contract of sale of the following goods [*] / for the supply of the following service [*],

Ordered on: [*] / received on [*],

Name of consumer(s)

Address of consumer(s)

Date: 22-05-2024

[*] Delete as appropriate

If your complaint relates to your finance agreement

If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna Personal Finance. Novuna Personal Finance will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.

What to do if you can't reach an agreement

If you are not satisfied with the response to your complaint from Novuna Personal Finance, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna's final response letter to you.

They can be contacted in the following ways:

  • Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Telephone: 0300 123 9 123
  • E-mail: [email protected]

Further details can be found on the Financial Ombudsman Service website: