Overview
At PhoenixPC, every system is built to order and stress-tested before it leaves our workshop. If something isn’t right with your order, this policy explains how returns, refunds, and warranty claims work.
Return Eligibility
- Individual components and accessories may be returned within 7 days of delivery if unused, in original packaging, and with all accessories and documentation included.
- Custom-built PCs may be returned within 7 days of delivery only if the system is defective, damaged in transit, or does not match the configuration you ordered. Because each build is assembled to your specification, custom PCs cannot be returned simply for change of mind once assembly has started.
- To start a return, contact us via the Contact Us page with your order number and a description of the issue.
Non-Returnable Items
- Software licences and digital downloads once activated.
- Items marked as final sale or clearance at the time of purchase.
- Products with a broken warranty seal that were not defective on arrival.
Damaged or Defective Items
If your order arrives damaged or with a fault, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a free replacement, repair, or refund, and cover return shipping in these cases.
Payment Terms for PC Builds
These terms apply to prebuilt PhoenixPC systems and to custom builds configured through the Build Your PC tool. At checkout you may choose one of two payment options:
- Pay 100% now — the full order value is charged at checkout.
- Pay 20% now, 80% before delivery — a 20% deposit confirms your order and reserves your components. The remaining 80% becomes payable once your build has been assembled and stress-tested.
Where the part-payment option is used, the following applies:
- The 20% deposit is a booking amount against the exact configuration and price confirmed in your order. It secures component pricing and availability for that order.
- We will contact you with a payment link for the outstanding 80% once your build has passed stress-testing and is ready for dispatch.
- The 20% deposit is calculated on the full order value, including shipping charges.
- The balance must clear within 7 days of the date we request it. If it does not, the order is cancelled and the 20% deposit is non-refundable.
- If you need more time, email us before the 7-day deadline and we will grant one 7-day extension. Only one extension is available per order and it must be requested in writing within the original 7-day window.
- No order is packed, dispatched or delivered until 100% of the order value has been received. A build that is fully assembled and tested will be held with us until the balance clears.
- Delivery timelines begin from the date the final payment clears, not from the date the deposit was paid.
- The part-payment option is available on PC builds only. Individual components and accessories are payable in full at checkout.
- Any refund or cancellation involving a deposit is handled under our Refund and Cancellation Policy.
Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds are credited to your original payment method within 5–7 business days. Shipping charges are non-refundable unless the return is due to our error or a defective product.
Exchanges
We only replace items if they are defective, damaged, or do not match your order. If you need an exchange for the same item, contact us via the Contact Us page.
Warranty Claims
All PhoenixPC builds come with a manufacturer warranties on all included components. PhoenixPC provides post-sales technical support and helps you raise and follow up on warranty claims with the component manufacturer. See our FAQ and Shipping & Returns pages for more detail, or contact support to start a warranty claim.
Contact Us
Questions about a return or refund? Reach out any time via our Contact Us page.