Refund policy

Refund & Returns Policy

Last updated: 25 August 2026

At The Business End Online, we want the returns process to be straightforward.

This policy explains your rights when returning products purchased directly from our website, including unwanted goods, faulty products, computer hardware and software.

Nothing in this policy affects your statutory rights under UK consumer law.

1. 30-Day Returns Policy

In addition to your statutory rights, we offer a 30-day returns period on eligible products purchased from our website.

If you change your mind about a purchase, please contact us within 30 days of receiving your order.

To qualify for a change-of-mind return under our 30-day policy, the product should normally be:

  • In the same condition as received

  • Complete with supplied accessories and components

  • Returned with its original packaging where reasonably possible

  • Free from damage caused after delivery

You may inspect a product to establish its nature, characteristics and functioning in a similar way to how you could reasonably inspect it in a shop.

If a product has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.

Different rules apply to certain software and digital products, as explained below.

2. Your Statutory Cancellation Rights

If you purchase online as a consumer, you will normally have a legal right to cancel your order without giving a reason.

For most physical goods, you have 14 days from the day you receive the goods to tell us that you wish to cancel.

After notifying us, you normally have a further 14 days to return the goods.

Our 30-day returns policy is offered in addition to these statutory rights and does not replace or restrict them.

3. How to Start a Return

Before returning an item, please contact us at:

info@thebusinessendonline.co.uk

Please include:

  • Your name

  • Order number

  • Product being returned

  • Reason for the return

  • Details of any fault, where applicable

If the product is faulty, photographs or other information may help us diagnose the problem and arrange the appropriate solution more quickly.

We will provide the appropriate return instructions.

Please do not send products to us without sufficient information to identify the order and customer.

4. Change-of-Mind Returns

If you simply change your mind and the product is not faulty, you may return eligible products within our applicable returns period.

Unless otherwise agreed or required by law, you are responsible for the direct cost of returning change-of-mind purchases.

We strongly recommend using a tracked delivery service.

You remain responsible for the returned product until it reaches us.

5. Faulty, Damaged or Incorrect Products

If your product:

  • Arrives damaged

  • Is faulty

  • Is not as described

  • Is materially different from what you ordered

  • Does not perform as it reasonably should

please contact us as soon as possible.

Where the product does not conform to the contract, we will deal with the matter in accordance with your rights under UK consumer law.

Depending on the circumstances, this may include:

  • Refund

  • Repair

  • Replacement

  • Price reduction

Where goods are faulty, incorrectly supplied or not as described, we will deal with reasonable return costs in accordance with our legal obligations.

6. 30-Day Right to Reject Faulty Goods

Under the Consumer Rights Act 2015, consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the requirements and exceptions contained in the legislation.

If applicable, you may be entitled to reject the goods and receive a refund.

After the short-term right to reject has expired, you may still have statutory rights to repair or replacement and, in certain circumstances, a price reduction or refund.

These rights are separate from our change-of-mind returns policy and any warranty supplied with the product.

7. Computer Hardware and Components

Computer hardware and replacement components can be particularly sensitive to incorrect installation, handling and compatibility.

Before purchasing replacement components, please check the product description, model number, part number and compatibility information carefully.

Products such as:

  • Motherboards

  • Processors

  • Memory

  • Screens

  • Storage devices

  • Cooling components

  • Laptop components

  • Internal cables and connectors

  • Other replacement parts

should be installed by someone with appropriate technical knowledge.

Where reasonably necessary, we may inspect returned hardware to determine whether a reported fault existed with the product or resulted from damage, incorrect installation or misuse after delivery.

This does not affect your statutory rights where a product was faulty when supplied.

8. Security Marking and Serial Numbers

Some products may be photographed, serial-number recorded or security marked before dispatch.

This helps us identify products if they are subsequently returned.

Returned products must be the same products originally supplied by us.

We reserve the right to investigate returns where serial numbers, security markings or other identifying characteristics do not correspond with our dispatch records.

This does not affect legitimate returns or your statutory consumer rights.

9. Used and Refurbished Products

Some computer hardware sold by The Business End Online is used or refurbished.

The condition of these products will be stated in the relevant listing.

Reasonable cosmetic wear consistent with the product's advertised condition is not itself considered a fault.

However, used and refurbished products must still conform to the description and meet the standards required by applicable consumer law, taking account of factors including their age, price and stated condition.

10. Sealed Software

Special cancellation rules apply to sealed computer software supplied on physical media.

Where sealed computer software is supplied, your statutory right to cancel may be lost if you break the seal after receiving it.

If you wish to return sealed software because you have changed your mind, please do not open or break the software seal.

This restriction does not remove your rights if the software supplied is faulty, incorrectly supplied or not as described.

11. Digital Software and Licence Products

Different rules apply to digital content supplied electronically, including certain software downloads and electronically supplied licence products.

Where you expressly request digital supply to begin during the statutory cancellation period and acknowledge that your cancellation right will be lost when supply begins, you may lose the right to cancel once the digital content has been supplied.

This does not affect your statutory rights where digital content is faulty or does not conform to the contract.

If you experience a problem with software activation or a licence supplied by us, please contact us before purchasing a replacement or making significant changes to your installation.

12. Software Compatibility

Before purchasing software, you are responsible for checking the stated system and compatibility requirements.

Please check matters such as:

  • Operating system

  • Hardware requirements

  • Architecture

  • Edition

  • Existing licence requirements

  • Server environment

  • CAL or RDS requirements

where relevant to the product.

If you are unsure whether a product is suitable, please contact us before purchasing.

Nothing in this section affects your rights where we specifically advised you that a product was compatible and that advice proves incorrect.

13. Products That Cannot Normally Be Returned for Change of Mind

Subject to your statutory rights, we may be unable to accept certain products as change-of-mind returns, including:

  • Sealed computer software where the seal has been broken

  • Digital content after supply has begun where the legally required consent and acknowledgement have been provided

  • Products personalised or made specifically for you

  • Products damaged through misuse or improper installation after delivery

This does not remove any rights you have where goods or digital content are faulty, incorrectly supplied or not as described.

14. Returning Your Order

Products should be securely packaged to prevent damage during return transportation.

Where reasonably possible, please include:

  • Original packaging

  • Accessories

  • Cables

  • Manuals

  • Installation media

  • Licence documentation

  • Any other items originally supplied with the product

You should obtain proof of postage when returning products.

For higher-value products, we recommend using an appropriately insured and tracked service.

15. Return Postage Costs

Change of Mind

Where you exercise a cancellation or change-of-mind right and the product is not faulty, you will normally be responsible for the direct cost of returning the product unless we have agreed otherwise.

Faulty or Incorrect Products

Where goods are faulty, damaged when supplied, incorrectly supplied or not as described, reasonable return costs will be handled in accordance with your statutory rights.

Please contact us before arranging an expensive return method so that we can provide appropriate instructions.

16. Refunds

Once a return has been received, we will inspect it where appropriate and process any refund due.

Refunds will normally be made using the original payment method.

Where statutory cancellation rights apply, refunds will be processed within the timescales required by law.

For qualifying cancellations, this is normally no later than 14 days after we receive the returned goods or evidence that you have sent them back, whichever occurs first.

For goods that have not yet been dispatched, different timing may apply.

Your bank, card provider or payment provider may take additional time to display the refund in your account after we have processed it.

17. Original Delivery Charges

Where you exercise a statutory right to cancel an eligible distance sale, we will refund the applicable standard outbound delivery charge where required by law.

If you chose a more expensive delivery service than our least expensive standard delivery option, we are not required to refund the additional cost of that upgraded service.

18. Reduced Refunds

For change-of-mind returns, where permitted by law, we may reduce a refund if the value of the goods has been diminished because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning.

We will not make deductions simply because a customer legitimately inspected an item.

This does not affect returns of products that were faulty, damaged, incorrectly supplied or not as described.

19. Missing Parts or Accessories

If a returned product is missing components, accessories, documentation or other items originally supplied with it, we may take this into account when calculating a change-of-mind refund where legally permitted.

Please ensure everything supplied with the product is included when returning it.

20. Data on Returned Computers and Storage Devices

Before returning computers, laptops, hard drives, SSDs or other devices capable of storing personal information, you should back up any information you wish to retain and remove your personal data where reasonably possible.

We cannot guarantee that customer data will remain on returned devices during inspection, repair, replacement or refurbishment.

Customers should therefore maintain appropriate backups before returning data-bearing equipment.

21. Warranty Claims

Some products include a specific warranty period stated in the product listing.

Where a warranty is provided, it operates in addition to your statutory rights.

Warranty coverage does not normally include faults caused by:

  • Accidental damage

  • Misuse

  • Liquid damage

  • Incorrect installation

  • Unauthorised modification

  • Physical damage occurring after delivery

unless otherwise stated or required by law.

The expiry of a commercial warranty does not automatically mean that your statutory consumer rights have ended.

22. Business Customers

If you purchase wholly or mainly for purposes connected with your trade, business, craft or profession, you may be purchasing as a business rather than as a consumer.

Certain consumer cancellation and return rights described in this policy may therefore not apply.

Any statutory rights applicable to business purchases remain unaffected.

23. Exchanges

Where appropriate and stock is available, we may offer a replacement or exchange instead of a refund.

If a replacement is unavailable, we will discuss the alternatives available to you.

Your statutory rights remain unaffected.

24. Cancelled Orders Before Dispatch

If you wish to cancel an order that has not yet been dispatched, contact us as soon as possible:

info@thebusinessendonline.co.uk

If we are able to stop the order before dispatch, we will cancel it and arrange the appropriate refund.

If the order has already been dispatched, it may need to be dealt with as a return.

25. Contact Us

For returns, refunds, damaged deliveries, faulty products or software problems, please contact:

The Business End Online

Email: info@thebusinessendonline.co.uk

Postal address:
61 Eastcliff
Bristol
BS20 7AB
United Kingdom

Please include your order number when contacting us about an existing purchase.