Returns Policy

Eligibility

Items are eligible for return within 30 calendar days of the delivery date, provided they:

• Are in their original, unopened packaging (sealed products only)
• Have not been installed, powered on, or used in any way
• Are accompanied by the original invoice or order reference
• Were purchased directly from protechhw.com (not a third-party marketplace)

Software licences, custom-configured servers, and special-order items are non-returnable unless faulty.

Faulty or Dead-on-Arrival (DOA) Items

If your item is faulty or arrives damaged, contact us within 7 days of delivery. We will:

1. Arrange a free collection via our courier (no cost to you)
2. Inspect the item at our returns facility within 2 business days
3. Issue a replacement or full refund, at your preference

How to Return an Item

1. Email support@protechhw.com with your order number and reason for return.
2. We will confirm eligibility and send you a Return Merchandise Authorisation (RMA) number within 1 business day.
3. Pack the item securely in its original packaging and include the RMA number on the outside of the box.
4. For non-faulty returns: drop the parcel at any DPD point using the prepaid label we email you (UK mainland only - £9.99 deducted from refund for non-faulty returns). For DOA/faulty items, a courier will collect at no charge.
5. Once received and inspected, your refund will be processed within 3–5 business days to the original payment method.

Refund Timeline

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. You have the right to cancel an order within 14 days of delivery without giving a reason (distance selling rules). To exercise this right, notify us by email before the 14-day period expires.