Draft for pre‑order stage. Final version will be solicitor reviewed before payment.
1. Purpose of this policy
This policy explains how Endurabook handles returns and refunds. It sits alongside your statutory rights under the Consumer Rights Act 2015. Nothing in this document reduces those rights.
2. Your statutory rights
Under UK law, you always have the right to a repair, replacement or refund if your product is faulty. These rights apply regardless of this policy.
3. Change of mind returns
Endurabook accepts change‑of‑mind returns for 30 days from delivery. Reasonable signs of handling and light wear are acceptable. The customer is responsible for return shipping costs.
Conditions for a change of mind return:
- the laptop must be undamaged
- all accessories and packaging must be included
- excessive wear or damage may reduce the refund amount
4. Faulty product returns
If your Endurabook develops a fault within 30 days of delivery, you may choose:
- a full refund, or
- a replacement, or
- a repair
After 30 days, your rights continue under the Consumer Rights Act and the Endurabook 5 Year Warranty.
5. How to start a return
To begin a return:
- Contact Endurabook support at support@endurabook.tech with your order number and a description of the issue.
- Endurabook will confirm whether the return is a change of mind or a faulty product.
- You will receive instructions on how to package and return the laptop.
You are responsible for safely packaging the device.
6. Return shipping
- For faulty products, Endurabook will cover the cost of return shipping.
- For change of mind returns, you are responsible for return shipping costs.
7. Condition of returned items
Returned items must be:
- free from damage
- free from liquid exposure
- free from unauthorised modifications
- returned with all accessories
If the laptop shows signs of use beyond what is necessary to inspect it, Endurabook may reduce the refund to reflect the loss in value.
8. Refunds
Refunds will be issued to the original payment method once the laptop has been inspected.
Refund timing:
- inspection typically takes 3 to 5 working days
- refunds typically appear within 5 to 10 working days after approval
These are estimates, not guarantees.
9. Exclusions
The following cannot be returned for a refund unless faulty:
- laptops damaged by drops, liquid or impact
- laptops modified with unsupported firmware
- laptops repaired using non Endurabook parts
- laptops with missing components or accessories
10. Relationship with the Endurabook warranty
This returns policy covers the period immediately after purchase.
The Endurabook 5 Year Warranty covers faults that arise during normal use after the initial return period.
11. Status of this document
This is a draft policy provided for transparency during the pre order phase.
A final, solicitor reviewed version will be supplied before any payment is taken.