Returns and refunds
Draft — under review
This policy is a draft. It describes how our shop and our systems work today. Anything marked [to confirm] is still being checked and may change before this policy takes effect.
Effective date: [to confirm: effective date].
Return window
The return window starts on the day the item is in your hands — when it is delivered, or handed to you in the shop. If we have no delivery or handover on record, it starts on the invoice date.
Items bought in our shop can be returned within 7 days.
When the item you return is covered by an InOs warranty — a prebuild, a custom build, or a device under one of our plans — you have 14 days.
Online orders
Online orders are final sale: we do not refund them, but you can exchange any item from an online order for another one. Any price difference is settled when we make the exchange, and you pay the shipping both ways.
An item from an online order can be exchanged within 7 days of delivery.
Items with their own window
Some products or product categories may carry their own return window. It is shown on the product page and applies instead of the standard window. A window of zero days means the item cannot be returned.
What cannot be returned
Unless we agree otherwise, these are not refundable: labour we have already carried out; special-order parts once they have been fitted, or once the days to cancel them have passed; software once its licence key has been revealed; parts you supplied yourself; and anything marked final sale when you bought it.
A custom build bought in our shop is not final sale: the parts in it follow the same rules as any other part. A build ordered and paid online is an online order (see Online orders above).
Our staff can make an exception for a good reason and record why.
Special-order parts
A part we order in for you — for a repair, a build or a sale — is paid for in full before we order it. Once it is fitted, it cannot be refunded.
If you have not used it, you can cancel it within 14 days of the day you paid for it, also when the job it was for is cancelled, and its money goes back to your card or is returned in cash.
If a special-order part has not been paid for, we hold it for you for 14 days; after that it may no longer be available to you.
How to return an item
Sign in to your online account and open Returns, or bring the item and your invoice to the shop. Every return is matched to your original invoice.
When we approve your return, we tell you how to send it back: if your order was shipped to you, ship it back to us quoting your invoice number; if you collected it, bring it to the shop counter. We confirm as soon as it arrives. You pay the cost of shipping a return or an exchange, both ways.
Checking returned items
We check and test every returned item, and record its condition, before it goes back on the shelf. [to confirm: whether an opened or damaged item gets a reduced refund]
Refund, store credit or exchange
We refund to your card, or in cash, when the item you return is covered by an InOs warranty, and when you cancel a special-order part in time. Any other return from our shop comes back as store credit or an exchange, and an online order as an exchange.
A refund goes back to the payment method you used, and the sales tax you paid on the returned items is refunded with it. If you paid with more than one method, the refund is spread across them.
For an exchange, we credit the returned item as store credit and apply it to the replacement. If the replacement costs more, you pay the difference; if it costs less, the rest stays on your account as store credit.
[to confirm: how many business days a refund takes to reach you]
Restocking fee
Our standard restocking fee is 0% of the refunded amount. Staff can lower or waive it for a particular return.
Faulty items, damaged parcels and repairs
Whatever the rules above say, an item that is faulty, arrives damaged or is not as described is always replaced, repaired or refunded.
If an item is faulty, our Warranty policy applies, and a warranty claim is not limited to the return window. If a parcel arrives damaged, see our Shipping policy.
Repair labour and services already carried out cannot be returned, but our repair warranty covers the work — see our Warranty policy.