Refunds and Returns Policy
Last updated: 21 August 2026
This policy applies to purchases from Laptop Station. Different rights apply depending on
whether you purchase as a consumer or in the course of business.
1. Consumer purchases
A consumer is an individual acting wholly or mainly outside their trade, business, craft or
profession. Consumer Rights Act 2015, s 2(3)
1.1 Unwanted goods purchased online or otherwise at a distance
If you are a consumer and purchase goods online, by telephone or by another means of
distance communication, you generally have the right to cancel your order within 14 days
after receiving the goods, without giving a reason. You must notify us of your decision to
cancel within that period. Consumer Contracts (Information, Cancellation and Additional
Charges) Regulations 2013, regs 29–32
After notifying us, you must return the goods without undue delay and normally within 14
days. You are responsible for the direct cost of returning unwanted goods unless we agreed to
bear that cost or failed to tell you before the contract that you would have to pay it. Consumer
Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reg 35
You may handle the goods to the extent reasonably necessary to establish their nature,
characteristics and functionality, as you could in a shop. We may deduct from the refund any
reduction in value caused by handling beyond that permitted extent. Consumer Contracts
(Information, Cancellation and Additional Charges) Regulations 2013, reg 34
The cancellation right does not generally apply to:
- goods made to your specifications or clearly personalised;
- sealed goods unsuitable for return for health or hygiene reasons where the seal has
been broken;
- sealed software or other sealed goods where the seal has been broken; or
- other goods falling within a statutory exception.
Any applicable exception will be explained before purchase. Consumer Contracts
(Information, Cancellation and Additional Charges) Regulations 2013, reg 28
1.2 Consumer returns under our discretionary policy
In addition to statutory rights, we offer a discretionary exchange for unwanted goods for up to
30 days from delivery, subject to the following conditions:
- the goods are unused;
- the goods are in their original condition;
- all accessories, manuals and parts are included; and
- the original packaging is included where reasonably available.
This discretionary exchange does not limit or replace any statutory consumer right.
1.3 Faulty, damaged or misdescribed goods
1Consumer goods must be of satisfactory quality, fit for any particular purpose made known to
the trader, and as described. Consumer Rights Act 2015, ss 9–11
If goods do not conform to the contract, consumers may have:
- a short-term right to reject within 30 days of delivery;
- a right to repair or replacement; and
- in appropriate circumstances, a price reduction or final right to reject.
Consumer Rights Act 2015, ss 19–24
The 30-day right to reject does not require the goods to be free from all customer-induced
damage. It applies where the relevant lack of conformity was present when the goods were
delivered, subject to the statutory rules and any applicable evidence. A consumer’s statutory
remedies cannot be restricted by requiring the goods to be “unused” or by applying a
restocking fee. Consumer Rights Act 2015, ss 19–24
Where goods are rejected because they are faulty, misdescribed or otherwise fail to conform
to the contract, we will bear the reasonable cost of return or collection. Consumer Rights Act
2015, s 20(8)
1.4 Refunds
Where a consumer cancels a distance contract, we will refund the payments received,
including the basic delivery charge. We may withhold the refund until we receive the goods
or the consumer provides evidence that they have been returned, whichever occurs first. The
refund will be made without undue delay and generally within 14 days of the relevant
statutory date. Consumer Contracts (Information, Cancellation and Additional Charges)
Regulations 2013, regs 34–36
Where a consumer exercises a statutory right to reject goods, we will refund the amount
required by the Consumer Rights Act 2015, s 20 . Refunds will be made using the original
payment method unless the consumer expressly agrees otherwise. No fee will be charged for
processing a statutory refund. Consumer Rights Act 2015, s 20(15)–(17)
Our discretionary 10–15 working-day processing estimate does not override these statutory
time limits.
1.5 Returning goods
To arrange a return, please raise a support ticket through your account or email
help@laptopstation.co.uk. We may provide a returns authorisation number and return
instructions. An administrative returns procedure must not prevent a consumer from
exercising a statutory right.
Please do not send goods to an address other than the address we provide. We recommend
using a tracked service and retaining proof of postage.
For unwanted goods cancelled under the statutory distance-selling right, the consumer
normally pays the direct return cost. For faulty, damaged or misdescribed goods, we will
arrange or reimburse reasonable return costs.
2. Business-to-business purchases
This section applies where the customer contracts in the course of a business, trade, craft or
profession.
2.1 No consumer cancellation right
2B2B customers do not generally have the statutory 14-day cooling-off right applicable to
consumer distance contracts. Any return of unwanted or incorrectly ordered goods is subject
to our agreement and the terms of the relevant order or contract.
2.2 Faulty or non-conforming goods
For B2B sales, goods supplied in the course of business may be subject to implied terms
concerning correspondence with description, satisfactory quality and fitness for a particular
purpose under the Sale of Goods Act 1979, ss 13–15 , unless lawfully varied by the contract.
B2B customers should inspect goods promptly and notify us in writing of any shortage,
transit damage, defect or non-conformity within a reasonable time after discovery. The
customer should provide the order number, details of the issue and supporting photographs or
other evidence where reasonably available.
Subject to the contract and applicable law, we may offer repair, replacement, credit, price
reduction or another appropriate remedy. We may require the goods to be returned for
inspection before agreeing the remedy, except where this would be unreasonable.
2.3 Unwanted B2B goods
We may, at our discretion, accept a return of unwanted B2B goods where:
- we have agreed the return in writing in advance;
- the goods are unused and resalable;
- all parts, accessories and documentation are included;
- the goods are returned in suitable packaging; and
- the goods are returned within the period specified in our written authorisation.
Unless otherwise agreed, the customer must pay return carriage and an agreed restocking or
handling charge. No restocking charge will apply where the return results from our breach,
faulty goods, incorrect goods supplied by us or another failure for which we are responsible.
2.4 B2B exclusions and limitations
Customised, configured, upgraded, opened, used or otherwise non-resalable goods may be
refused for discretionary return unless we agree otherwise in writing.
Any contractual exclusion or limitation of liability is subject to applicable law, including the
requirement that certain terms satisfy the statutory test of reasonableness. Unfair Contract
Terms Act 1977, ss 6–7, 16 and 26
2.5 B2B refunds
Any refund, credit or adjustment for a B2B return will be made in accordance with the
applicable contract and our written return authorisation. We may deduct agreed carriage,
handling or restocking charges for an approved discretionary return.
3. Software, accessories, warranties and customised goods
The return position depends on the nature of the product and how it was supplied. Sealed
software may be excluded from statutory cancellation once the seal is broken, and customised
or personalised goods may fall within a statutory cancellation exception. Consumer Contracts
(Information, Cancellation and Additional Charges) Regulations 2013, reg 28
3These exclusions do not remove a consumer’s rights where goods are faulty, misdescribed or
otherwise fail to conform to the contract.
4. How to contact us
For returns and refunds, contact:
Email: help@laptopstation.co.uk
Please include your name, order number, details of the goods and the reason for the return.
We will provide appropriate instructions for the relevant consumer or B2B return process.
Nothing in this policy affects rights that cannot lawfully be excluded or restricted.