Refund policy

At Highlanderstore, we aim to provide high-quality components, custom PC builds, and excellent service. This policy explains how returns, refunds, and exchanges work for PC parts and custom systems.




30-DAY RETURN WINDOW – PARTS & ACCESSORIES

You may return eligible items within 30 days of delivery.


Eligible for return:


  • PC components (GPUs, CPUs, RAM, SSDs, PSUs, motherboards, fans, etc.)
  • PC accessories and peripherals
  • Cases and cooling hardware



Conditions:


  • The item must be in original condition.
  • All packaging, serial numbers, accessories, and included items must be returned.
  • The item must not show signs of misuse, wear, or incorrect installation.
  • Physical damage of any kind will void the return.



If an item is returned incomplete or damaged, a partial refund may be issued.




FAULTY OR DEFECTIVE ITEMS

If an item arrives faulty, or becomes faulty within 30 days of delivery, we will test it.

If the item is confirmed faulty, we will provide a replacement, repair, or refund.


After 30 days, manufacturer warranty terms apply.




DAMAGE NOT COVERED UNDER RETURNS OR REFUNDS

To protect customers and the business, the following types of damage are not covered and cannot be returned or refunded:


User-Caused Damage (Any Form):


  • Incorrect installation
  • Bent CPU pins
  • Damaged sockets
  • Improper mounting of coolers
  • Damage from connecting or disconnecting parts while powered
  • Incorrect thermal paste application causing shorts



Dust Damage / Neglect:


  • Excessive dust buildup
  • Damage caused by blocked airflow
  • Damage caused by failure to maintain the system



Inadequate Ventilation / Overheating:


  • Running the PC in a confined or poorly ventilated space
  • Damage from improper airflow or fan direction
  • Overheating caused by dust buildup
  • Overclocking or BIOS modification without proper cooling



Liquid or Spill Damage:


  • Water or drink exposure
  • Condensation
  • AIO leaks caused by improper installation or tampering



Electrical Damage:


  • Power surges
  • Incorrect power supply use
  • Damaged power cables
  • Use of unapproved adapters



These conditions void return eligibility and manufacturer warranty.




CUSTOM PC ORDERS – RETURN POLICY

Custom PCs are built to order. Returns are handled differently.


Eligible for return if:


  • A genuine hardware fault occurs within 30 days, and
  • The PC is returned for testing and inspection



We will repair, replace faulty components, or refund if the system cannot be repaired.


Not eligible for return:


  • Change of mind
  • Incorrect specifications chosen by the customer
  • Any damage listed above (dust, overheating, misuse, liquid exposure, etc.)
  • Any damage caused after delivery by the customer





SHIPPING COSTS


  • If the item is faulty, Highlanderstore covers return shipping.
  • If returned due to change of mind, the customer pays return postage.





REFUND PROCESSING

Refunds are processed within 3–5 business days after inspection of the returned item.

Refunds are always issued to the original payment method.


Payment providers such as Klarna, Clearpay, PayPal, and PayItMonthly may take additional time to complete refund processing.




EXCHANGES

Exchanges can be arranged if the replacement item is in stock.




HOW TO REQUEST A RETURN

Email: highlanderstore2@gmail.com


Include:


  1. Order number
  2. Full name
  3. Photos or videos (required for fault claims)
  4. Description of the issue



We aim to respond within 24 hours.




OUR PROMISE

Highlanderstore strives to be one of the most trusted PC suppliers in the UK. We operate with honesty, transparency, and fairness, and we are always here to help.