Refund & Returns Policy

Specola Ltd | Used & Refurbished IT Equipment

Last updated: 16 October 2026

At Specola Ltd, we specialise in professionally tested, used and refurbished computers, monitors, components and accessories.

We aim to provide a clear and straightforward returns process while ensuring that customers understand their rights and responsibilities.

1. Our 30-Day Returns Policy

We offer a 30-day change-of-mind return period for eligible consumer purchases made through our website.

If you wish to return an item, please notify us within 30 days of receiving your order.

Once a return has been requested, the item should be sent back within 14 days, unless alternative arrangements have been agreed.

For change-of-mind returns:

• Customers are responsible for return postage costs, where permitted by law and disclosed before purchase.

• Items must be securely packaged to prevent damage during transit.

• All originally supplied accessories should be included.

• Original packaging is recommended but is not mandatory.

• Customers may inspect and test equipment to establish its nature, characteristics and functioning.

If an item has been handled beyond what is reasonably necessary and its value has been reduced, an appropriate deduction may be made where permitted by law.

2. Used & Refurbished Products

Unless specifically advertised as new, our equipment is sold as used or refurbished.

Products may show reasonable signs of previous use, including minor scratches, marks, discolouration or cosmetic imperfections.

These characteristics are not automatically considered faults when consistent with the product’s description and condition.

All equipment is tested before dispatch to confirm that it functions as described.

Used and refurbished products must still meet applicable consumer protection standards, taking into account their age, price, description and condition.

3. Faulty or Incorrect Items

If your order arrives faulty or materially different from its description, please contact us as soon as reasonably possible.

Email: [email protected]

Please provide your order number, a description of the problem and, where possible, supporting photographs or videos.

We may request reasonable troubleshooting steps to help identify the issue before arranging a return.

Where goods fail to conform to the contract, Specola will provide the remedies required under the Consumer Rights Act 2015.

Depending on the circumstances, these may include a refund, repair, replacement or price reduction.

4. Damage in Transit

All orders are carefully packed before dispatch to minimise the risk of damage during transportation.

We kindly ask customers to inspect their parcels upon delivery and report any visible damage as soon as possible, preferably within 48 hours of receipt.

If the packaging or item appears damaged, please contact us at [email protected] and provide:

• Your order number.

• Photographs of the outer packaging, including the shipping label.

• Photographs of the internal packaging and any visible damage to the item.

• A brief description of the issue.

Please retain the original packaging and packing materials while the matter is being investigated, as these may be required for a courier damage claim.

Prompt reporting helps us investigate the issue with the courier and arrange an appropriate resolution.

Reporting damage after 48 hours does not automatically invalidate your statutory consumer rights.

5. Return Shipping & Collection Costs

Within the First 30 Days

For confirmed faults, incorrect items or other cases where Specola is legally responsible for the return, we will cover reasonable and necessary return and redelivery costs.

For change-of-mind returns, customers are responsible for return postage where permitted by law and communicated before purchase.

After 30 Days

Return shipping and collection arrangements will be assessed individually, depending on the circumstances of the claim.

Where the customer is entitled to a statutory repair, replacement or other remedy, Specola will cover the necessary costs as required by law.

Where an issue is not covered by statutory consumer rights or the applicable warranty, customers may be responsible for shipping, inspection or redelivery costs.

Any chargeable services will be explained and agreed before proceeding.

Free courier collection is not automatically provided throughout the 12-month warranty period.

Please contact us before arranging a courier collection at Specola’s expense.

6. Returns After 30 Days

After the 30-day change-of-mind return period, returns are generally accepted for qualifying faults or other circumstances covered by applicable consumer rights or our voluntary warranty.

A full refund is not automatically available simply because a customer no longer requires the product.

Where appropriate, equipment may be inspected, repaired or replaced.

If a statutory repair or replacement is unsuccessful, unavailable or cannot be completed within a reasonable time without significant inconvenience, additional consumer remedies may apply.

Our voluntary warranty arrangements do not restrict these rights.

7. Misuse, Accidental Damage & Software Problems

Returns involving problems caused by the customer are not automatically eligible for free repair, replacement or refund.

Examples include:

• Misuse, negligence or improper handling.

• Accidental damage, including drops, impacts or liquid damage.

• Viruses, malware, ransomware or other malicious software.

• Incorrect installation of software, drivers or operating systems.

• Customer-installed hardware or modifications that cause damage.

• Unauthorised repairs that cause or contribute to a fault.

• Electrical damage caused by unsuitable equipment or external incidents.

Where inspection confirms that an issue is not covered by the applicable warranty or statutory consumer rights, reasonable inspection, repair or return delivery charges may apply.

Customers will be informed of any proposed charges before chargeable work is undertaken.

8. Important: Data Backup Before Returns

Before returning a computer or storage device, customers should back up all important personal data.

During testing and repair, Specola frequently performs a clean installation of Windows or another operating system.

This may permanently erase personal files, photographs, documents, installed software, user accounts and system settings.

Data backup, transfer and recovery are not included in our standard hardware repair service.

Where reasonably practicable, we will inform customers before carrying out a reinstallation that may erase stored data.

Nothing in this section excludes liability that cannot lawfully be excluded.

9. Refund Processing

Once a valid return has been processed, refunds will be issued to the original payment method unless otherwise agreed.

For statutory change-of-mind cancellations, refunds will be made within the applicable legal timeframe.

Where goods must be returned, we may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first.

Refunds will normally be processed within 14 days of the relevant return or evidence being received.

Where required by law, the original standard delivery charge will also be refunded.

Additional charges for upgraded delivery services may not be refundable.

We do not impose restocking or administration fees on statutory cancellations.

Any lawful deductions for diminished value will be assessed fairly.

10. Custom-Built & Configured Computers

Some computers are assembled or configured according to customer requirements.

Selecting standard components or available configuration options does not automatically exclude a purchase from statutory cancellation rights.

Where an item is genuinely made to the customer’s specifications or clearly personalised, an exception to the statutory cancellation right may apply.

Any applicable exception will be communicated before purchase.

This does not affect legal remedies for faulty or misdescribed products.

11. Business Purchases

Purchases made wholly or mainly for business purposes may be subject to different contractual terms.

Consumer-specific cancellation rights do not automatically apply to business-to-business transactions.

Applicable contractual rights and legal protections remain in force.

12. Statutory Consumer Rights

This policy operates alongside the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Eligible consumers purchasing online generally have a statutory 14-day cancellation right, subject to applicable exceptions.

Consumers also have legal remedies where goods are faulty, misdescribed or otherwise fail to conform to the contract.

For qualifying faults, the law may provide rights to rejection, repair, replacement, price reduction or refund, depending on the circumstances.

These rights may continue beyond our voluntary warranty period.

Nothing in this policy excludes or restricts your statutory consumer rights.

13. How to Contact Us

To request a return, refund or assistance with an order, please contact:

Specola Ltd

Email: [email protected]

Website: https://www.specola.co.uk

Please include your order number, the item concerned and a brief explanation of your request.

Our team will provide the appropriate return instructions and assist with the next steps.