Legal & Policies

If you are a consumer purchasing standard goods online, you normally have the right to cancel your order within 14 days of receiving the goods without giving a reason.

To exercise this right, you must clearly tell BadGoats IT Services that you wish to cancel within the applicable cancellation period.

You then normally have a further 14 days to return the goods.

To cancel an eligible online order, use the Cancellation Notice form available near the top of our Services page and select Open Cancellation Form.

You may instead email support@badgoats-it-services.com. You do not have to use the online form; any clear statement confirming your decision to cancel is acceptable.

For eligible standard products, you may inspect the goods in the same way you reasonably would in a physical shop.

You should take reasonable care of the product while it is in your possession.

We recommend returning the product with its original packaging, accessories, manuals, cables and other supplied items wherever reasonably possible.

Original packaging is not by itself a condition of exercising your statutory cancellation rights.

For a change-of-mind return, you must take reasonable care of the product and package it securely. We may ask for photographs showing the computer, its components and its packaging before it is returned.

If the product has been handled beyond what is reasonably necessary to inspect it, we may deduct the proven reduction in value from the refund where permitted by law. This may include physical damage, damage caused by customer-installed parts, missing or replaced supplied components, missing accessories, removed identification labels or unauthorised physical modifications.

We will inspect and document the returned product and explain any deduction. Any deduction will reflect the actual proven reduction in value and will not be an automatic fee.

Unless BadGoats IT Services agrees otherwise, the customer is responsible for the direct cost of returning goods where the return is simply because they have changed their mind.

Because computers can be high-value items, we strongly recommend using a tracked and appropriately insured delivery service.

Where goods are faulty, damaged when supplied, incorrectly supplied or not as described, BadGoats IT Services will bear the reasonable cost of returning them where required by law and will provide the appropriate return instructions.

Where an eligible online purchase has been validly cancelled, we will reimburse the appropriate payments received from you, including the cost of our least expensive standard delivery option where required.

Additional charges resulting from your choice of a more expensive delivery option will not normally be refunded beyond the cost of our least expensive standard delivery option.

We will make the reimbursement without undue delay and no later than 14 days after we receive the returned goods, or after you provide evidence that the goods have been returned if this occurs earlier.

Where reimbursement is not dependent on goods being returned, it will normally be made no later than 14 days after we are informed of your decision to cancel.

We will use the same payment method used for the original transaction unless you expressly agree otherwise. You will not be charged a fee for the reimbursement.

Where permitted by law, we may withhold reimbursement until we receive the goods or you provide evidence that they have been returned.

The standard change-of-mind cancellation right may not apply to goods genuinely made to the customer's specifications or clearly personalised.

Choosing standard commercially available components, including a processor, graphics card, memory, storage, case or an off-the-shelf air or liquid cooler, does not by itself remove normal cancellation rights. The exception may apply only where the computer includes genuine permanent personalisation, specially fabricated or permanently modified parts, or other clearly non-standard work made specifically for that customer. Whether the exception applies will depend on the particular build.

This exception does not remove your rights if the custom-built system is faulty, not as described or does not otherwise conform to the contract.

Standard manufacturer-built computers and other standard products sold through the BadGoats online shop are treated as ordinary goods.

A product does not automatically become a custom-built product simply because BadGoats IT Services orders it from a distributor after receiving the customer's order.

Normal consumer cancellation rights therefore apply where required by law.

Goods supplied by BadGoats IT Services must be of satisfactory quality, as described and reasonably fit for any particular purpose made known to BadGoats IT Services before purchase where the customer reasonably relies on our skill or judgement.

If you believe an item is faulty, damaged, incorrectly supplied or materially different from its description, please contact us as soon as reasonably possible.

Depending on the circumstances and the time that has passed, your remedies may include a refund, repair or replacement.

Consumers may have a short-term right to reject goods that do not conform to the contract within the first 30 days and receive a refund.

The remedy available will depend on the circumstances and the nature of the problem.

Where an eligible fault is reported after the initial 30-day period, a repair or replacement may normally be offered first where required by law.

If an appropriate repair or replacement cannot be provided, is unsuccessful, takes an unreasonable amount of time or causes significant inconvenience, further remedies may be available.

Products may also include a manufacturer's warranty.

A manufacturer's warranty is additional to your statutory rights and does not replace them.

Where appropriate, BadGoats IT Services may help with a manufacturer's warranty process.

BadGoats IT Services is not responsible for faults caused after delivery by accidental damage, misuse, liquid damage, inappropriate modification or other customer-caused damage.

This does not remove consumer rights relating to an unrelated original fault in the product.

Installing ordinary software or using a computer normally does not automatically remove your statutory rights.

Where damage is caused by an incorrect modification, attempted repair or inappropriate installation, BadGoats may not be responsible for that particular damage.

If you enter into a repair, diagnostic, upgrade or remote-support contract online, by telephone or away from our premises, a 14-day cancellation period may apply.

If you want us to begin the service during that cancellation period, you must make an express request and acknowledge the cancellation consequences before work begins.

If you cancel after work has started but before the agreed service is completed, you must pay a proportionate amount of the separately agreed labour charge. This will be based on the work actually completed up to the time you told us to stop.

Once the agreed service has been fully performed following your express request and acknowledgement, the separately agreed labour charge remains payable and will not be refunded merely because you change your mind.

Parts and other goods are dealt with separately under the applicable cancellation and return terms. Nothing in this clause affects your statutory rights, including the right to services performed with reasonable care and skill.

Custom-built computers are quoted individually using the agreed component specification. The quotation identifies the price of the components, build labour and delivery separately. Unless otherwise agreed in writing, the full quoted price must be paid before components are ordered and work begins.

If you want us to begin building, configuring or testing the computer during an applicable cancellation period, you must make an express request and acknowledge the cancellation consequences before work begins.

If you cancel before components have been ordered and before work has begun, you will normally receive a full refund.

If you cancel after work has begun but before the agreed build, configuration and testing service is completed, we will stop where reasonably possible. You must pay a proportionate amount of the separately agreed labour charge based on the work actually completed up to the time you told us to stop.

Once the agreed build, configuration and testing service has been fully performed following your express request and acknowledgement, the separately agreed labour charge remains payable and will not be refunded merely because you change your mind.

Cancellation and return rights relating to the computer, components and delivery are dealt with separately under Clauses 01 to 05. Choosing standard commercially available components does not by itself remove those rights.

Nothing in this clause affects your statutory rights where the computer or service does not conform to the contract.

If a consumer cancels an eligible order for a standard product before dispatch, we will cancel the order and reimburse the payments received, including the cost of our least expensive standard delivery option where required, in accordance with Clause 04.

Different rules may apply where an order is for genuinely customised or personalised goods and work has already begun.

Where an order was paid using Klarna, PayPal, Apple Pay, Google Pay, a payment card or another supported payment method, an approved refund will normally be returned through the same provider or original payment method.

For Buy Now Pay Later services such as Klarna, the payment provider will normally update, cancel or refund the customer's payment arrangement after the refund is processed.

Processing times may vary depending on the customer's bank, card issuer or payment provider.

We may ask for reasonable proof that the item was purchased from BadGoats IT Services.

Suitable evidence can include your order confirmation, invoice, receipt, payment record or other reasonable evidence of purchase.

Before returning a computer containing personal information, customers should back up any information they wish to keep where reasonably possible.

Unless a fault prevents you from doing so, please also remove personal accounts, passwords and activation locks before returning a device.

Do not send a computer or other product to an address until BadGoats IT Services has provided the appropriate return instructions.

Contact BadGoats IT Services before sending an item back.

Please include your name, order number, product concerned, whether you are cancelling, returning or reporting a fault, and a brief description of the problem where applicable.

We will then provide the appropriate next steps and return instructions.

This policy explains how BadGoats IT Services handles returns, cancellations and refunds.

It does not exclude, restrict or replace rights provided by applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.