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Returns & Refunds Policy Information | Renderboxes
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Returns & Refunds Policy

Renderboxes Ltd

This Returns & Refunds Policy applies to purchases made directly from Renderboxes Ltd by business-to-consumer (B2C) customers. As all Renderboxes systems are bespoke and built to order, the terms below are provided in accordance with UK consumer law.

  1. Bespoke Products

    All Renderboxes hardware is custom-built to the specifications selected by the customer at the time of order. As such, these items are considered bespoke goods under UK law.

    Under the Consumer Contracts Regulations 2013, the right to cancel an order within 14 days does not apply to:

    “the supply of goods that are made to the consumer’s specifications or are clearly personalised.”

  2. Cancellation Policy

    1. Before Production Begins:
      Customers may cancel their order within 14 days only if production has not yet commenced. A cancellation request must be made in writing to: servicedesk@renderboxes.com.
    2. After Production Has Started:
      Once production has begun, cancellations are no longer accepted, and the order becomes non-refundable unless the Goods are faulty or not as described.

  3. Refunds for Faulty Goods

    If your Renderboxes product is defective, not fit for purpose, or not as described, you are entitled to the following under the Consumer Rights Act 2015:

    • A repair or replacement within 30 days of delivery
    • A refund if a repair or replacement is not possible

    All claims must be submitted in writing within 72 hours of delivery.

    To start a claim, contact: servicedesk@renderboxes.com with your order number, description of the issue, and photographs where applicable.

  4. Returns Conditions

    • All returned items must be in original condition and properly packaged.
    • Returns must be authorised by our team before dispatch — unsolicited returns will not be accepted.
    • The customer is responsible for safe return shipping unless otherwise agreed.

  5. Non-Returnable Items

    The following are not eligible for return or refund:

    • Opened, registered or activated software (including Windows licenses)
    • Customised peripherals (e.g. keyboards, mice, accessories)
    • Shipping or delivery charges
    • Any item damaged due to misuse, improper packaging, or unauthorised modification

  6. How to Request a Return or Refund

    1. Email servicedesk@renderboxes.com with your order number and issue.
    2. Our team will assess the claim and provide next steps.
    3. If authorised, return instructions and an RMA number will be issued.

  7. Contact Us

    If you have questions or concerns about your order, please contact:

    Customer Service
    Renderboxes Ltd
    Unit 9, The Laurels, Manston Business Park
    Ramsgate, CT12 5NQ
    Email: servicedesk@renderboxes.com