Returns & refunds

Change your mind about an online order

For an eligible online consumer purchase, tell us within 14 days after delivery that you wish to cancel. Then return the goods within a further 14 days. You may use our model cancellation form, but any clear statement telling us you wish to cancel is enough.

For a change of mind, you normally pay the direct return postage and must package the PC securely. Because desktop PCs are high-value and fragile, obtain a tracked, adequately insured quote before sending one back. Contact us first so we can provide the correct return address and safe packing instructions.

We do not apply a blanket “custom PCs are non-returnable” rule. Before components are ordered, direct customers may cancel for a full refund. If sourcing has started and self-service cancellation is unavailable, contact support; sourcing commitments do not automatically remove statutory cancellation rights.

Faulty, damaged or misdescribed goods

Your statutory rights are separate from a change-of-mind return. If a PC is faulty, damaged, not as described or incorrectly supplied, contact us so we can agree the appropriate remedy and return arrangements. FlipFlop pays reasonable necessary return costs in those circumstances. Do not send a desktop PC before we have confirmed the safe return route.

The 12-month FlipFlop warranty is additional to your statutory rights. See Warranty & support for warranty coverage and aftercare. Delivery damage reporting and packaging advice are on our Delivery page.

Refunds

For an eligible cancellation, we refund the product price and any separately charged standard outbound delivery within 14 days after receiving the goods back or receiving adequate evidence that you sent them, whichever occurs first. We use the original payment method unless you agree otherwise and do not charge a refund fee.

Where the law allows, we may make a deduction for loss in value caused by handling beyond what would reasonably be allowed in a shop. If you chose a more expensive outbound delivery service, the additional delivery cost need not be refunded for a change of mind. This does not limit remedies for our breach or faulty goods, or automatically make every element of a Fast Track service fee non-refundable.

Need to cancel or ask about a return?

Use the model cancellation form or contact us using the details on our Business details page. We will confirm the next steps and any applicable refund information.