1. Introduction
   At Terra Computer UK, we are committed to providing high-quality products and excellent customer service. This Returns and Refund Policy outlines the terms under which you may return products purchased from us, as well as your rights under the Consumer Rights Act 2015 and other applicable UK laws.
2. Warranty Coverage

• Terra-Branded Products: All Terra-branded products come with a minimum 24-month manufacturer’s warranty covering defects in materials and workmanship.
• Distribution Products: Products sourced from third-party manufacturers are subject to the manufacturer’s warranty. Please refer to the manufacturer’s documentation for specific terms.

3. Your Right to Cancel (Consumer Contracts Regulations 2013)
   If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving the goods, without providing a reason. To exercise this right:

• You must notify us in writing (email or letter) within 14 days of delivery.
• Items must be returned in their original, unused condition, including all packaging, accessories, and documentation.
• You are responsible for the cost of return shipping unless the item is faulty or incorrect.
• We will process refunds within 14 days of receiving the returned goods.

4. Faulty or Defective Products
   If a product is faulty or develops a fault within the applicable warranty period:

• Contact us immediately with your order details and a description of the issue.
• For Terra-branded products, we will arrange for repair, replacement, or refund, depending on the circumstances.
• For distribution products, we will liaise with the manufacturer on your behalf where necessary.
• If the fault occurs within 30 days of purchase, you are entitled to a full refund, repair, or replacement under the Consumer Rights Act 2015.
• After 30 days, we will work to repair or replace the item in line with the warranty terms.

5. Non-Returnable Items
   Certain items cannot be returned unless faulty, including:

• Software that has been opened or activated.
• Products that have been customised or personalised.
• Items returned outside the warranty period.
• Any product showing signs of misuse, physical damage, or unauthorised modifications.

6. Returns Process
   To initiate a return, please follow these steps:

1. Contact Us: Email our support team at [support@terracomputeruk.com] with your order details and reason for return.
2. Receive a Returns Authorisation Number (RMA): We will provide instructions and an RMA number for your return.
3. Package the Item Securely: Ensure the item is packed securely to avoid damage in transit.
4. Return the Item: Send the product to the address provided, using a tracked and insured delivery service.
5. Processing Time: Once received, we will inspect the item and process your refund or replacement within 5-10 working days.

7. Refunds

• Refunds will be issued to the original payment method.
• If returning due to a change of mind (within the 14-day period), the refund will exclude any original delivery charges.
• If returning a faulty or incorrect product, we will reimburse reasonable return shipping costs.

8. Business Customers
   This policy applies primarily to consumer purchases. Business customers should refer to their specific contractual agreements for warranty and return terms.
9. Contact Us
   For any questions regarding our returns and refund policy, please contact us at:

• Email: support@terracomputeruk.com
• Phone: 03333 444357
• Address: 4 Scar Bank, Warwick, CV34 5DB 

This policy does not affect your statutory rights under UK law.