After EU law you have 14 days in which you can return an item purchased through an Online Order without giving any reason whatsoever. So if it was purchased through our online shop and you changed your mind simply ship the item at your own cost to our Shop in Millstreet. We will test the item for functionality to make sure that it was not intentionally damaged or shows transport damage and refund you accordingly.

If the item was damaged in transport on the way from you, you will have to get in touch with the courier. We have no influence over transport companies and the treatment of parcels so you will have to take this up with courier and not with us. There is no remedy here we can offer you in a case like this.

For returns of defective devices that clearly show a hidden defect that only comes up after you start using it, there are 2 approaches under EU law. In any case ANY product sold in the EU comes by default with a minimum 2 years Warranty no matter what you are told somewhere else. 

In many cases the Warranty on for example for RAM, Graphics Cards and Mainboards is even 3 or 5 years. Check your manufacturers website for a warranty checker to see how long your warranty is still valid. We highly recommend that you register your products with the manufacturers as you will even get, in most cases an additional year of warranty for your items or devices, when completing the registrations process.

Within the first year of a purchase

Within the first year of purchase we are your point of contact for any products that you have purchased through us, no matter if you bought online or in store. 

You will have to send or bring in the item or device in to our Shop in Millstreet, initially at your own cost, you will be reimbursed for the shipping fee if the device is found faulty at the end of the process.

What will usually happen is that we will test the item here just to make sure you did not use it in an incorrect way which is also called customer abuse, i.e.: 

• overclocked CPU’s or GPU’s that received heat damage through overclocking and insufficient cooling is not a hidden defect but a customer abuse.
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• If you are connecting an AIO Watercooler to the incorrect fan header on your motherboard and your pump breaks this is also considered an incorrect use.
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• The same applies for mistakes during installation, bent or broken pins, cooling paste in your CPU socket, etc.
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• spilling a glass of of Red Wine or a Coffee over that brand new Keyboard is a customer abuse
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• as is dropping parts on or off the floor 
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• the parts we sell come with a high level of quality control before they leave the manufacturer, so bent pins and similar would be spotted before the part leaves their facility and yes, we heard a lot of funny stories over the years
• please keep in mind that a customer abuse is never covered by ANY warranty no matter how good your story is.
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If we find your part or devices faulty as well, we will send it on to our Supplier, they will usually also test it or have it shipped to a manufacturer who will test the item for them. 

When the item is found faulty by the manufacturer they will either repair or replace it for you and send it back to you, that decision is in the purview of the manufacturer, meaning neither you nor us have ANY influence over that decision and no matter what you would like it is not our decision at this point.

After EU Law the manufacturer can offer up to 2 repair attempts before they have to replace the item. 

There is no option on receiving your funds back even for a faulty device as the manufacturer needs to be given a chance to perhaps identify what the problem was and to adjust their manufacturing or quality control process. A simple money back scheme would cause them to drop standards hence there is no legal obligation for either them nor us to provide a refund at this point as long as they can offer a repair or replacement which all major manufacturers (like ASUS, MSI, Gigabyte, etc.) do offer.

If an item is no longer produced or no replacement available they might offer you an alternative product of the same nature, just don’t expect a 3060 when you had a 2060 as the prices do differ.

Only if there is also no alternative product available that fits the bill or is in the same ball park to what you initially purchased and all other avenues lead to no avail, a refund is usually issued by the Manufacturer or Supplier, which we will obviously pass on to you in full together with the initial shipping costs. 

The entire process can take up to 6 weeks. Some manufacturers have repair centers in the EU, others only in Taiwan.
It is simply impossible to predict how long it will take in your individual case as it is not in our hands how ASUS for example handles these things internally.

If you are pressed for time and in some rare cases where a fault or defect is very obvious or where transport damage on the way to you occurred, we can offer to have our supplier collect the item from your address at no extra costs. In this case we would send you a shipping label. You will need to provide packaging, bubble wrap, as well as a shipping box etc. ideally even the original box together with a fault report, provided to you by us. It is essential that you always include the Product Number or Serial Number on that report as mix-up’s can happen if the number is missing, remember we are all humans. But do understand that if you fail to provide the report or any of the numbers that the report is asking for that the process might take a little longer to sort it out for you. Large companies like ASUS, MSI, Gigabyte, etc. receive hundreds of returns each day and have dedicated departments where testing is done.

When the item was indeed found faulty we will reimburse you for your initial shipping costs to us.

The above process is intentionally designed by the EU also to protect the retailer.

If lets say you have the part or device for 6 months and realize you could get it at that point cheaper somewhere else and want to send it back in order to get your money back, is simply not an option (this is just how the market works). Even if you manipulate the device with ill intend to make it look like a fault or defect. This is usually found out and any costs of shipping can and will NOT be reimbursed to you. We will also have to raise a processing fee in that case as you have just wasted your, as well as our time. In some case we might even have to go legal to make this clear to you and get the processing fee from you (!) 

We know this might sound a bit harsh but we have heard so much nonsense in the last few years that we have to protect somewhat our reputation as well. 

To give you an idea since 2018 we have had altogether 4 returns, so it does not happen that often, however in 3 out of the 4 cases its was due to customer abuse. The 4th case is a driver issue that is still ongoing between Gigabyte and AMD. We had the Graphics card sent in, it was tested by Gigabyte and returned to us with a clean bill of health. The EU law is pretty clear on those things. In a case like that AMD is the place to contact as they create the software drivers for the card, nothing we can do for you here!

After the first year of purchase

After the first year your point of contact after EU law is the manufacturer directly, so if you have not done so at that point you will need to register your product with the manufacturer (usually on their website), in order for them to be able to open a ticket with you.

If you have misplaced your proof of purchase (invoice, receipt) which you will need for the registration process, ideally in PDF format, we are happy to provide a copy for you, however, beyond that, there is no further remedy we can offer from our side.

Sometimes manufacturers try to wiggle out of their obligations so they might tell you to contact us again or some other nonsense, in that case please remind them about the EU law which will usually get things rolling.

There is a common misunderstanding in Ireland that people believe they have only 1 year warranty which is not the case, every single product no matter if it is a hairdryer, a fridge or a TV or a Graphics card, even products from HP or Apple come with 2 years of EU warranty which is always handled in the way described above.

Only because the 2nd year is not covered by your point of purchase does not mean you have no warranty. Any HP Laptop for example always states 1 year warranty even imprinted on the under site of the Laptop or in the battery compartment (when you remove the battery) with 1y1w1d for example.

This is however against EU law and HP has to play by the rules just like everybody else. If you need help to convince a manufacturer to play by the rules please point them to this article. The Manufacturer is ultimately responsible for the products that they produce and sell inside the EU and they have to oblige by the rules of the EU.

The inside / outside the first year comes from the concept that within the 1st year of purchase the supplier usually has the same item, still in stock that can be relatively easily replaced depending on the goodwill of that supplier and or manufacturer. A MSI RTX 2060 for example is no longer available from our supplier, so if they can’t repair it and also have none of them left in stock or can source anywhere through a buyback for example, they might offer you a refund instead of a 3060 as it is not the same price even, though technically it’s the same mid range card concept.

We see however in many cases that the idea behind it is not leading to a quick replacement as meanwhile the large companies have a great interest in sorting these things out. They constantly strive to better manufacturing processes and quality control as well as damage mitigation for shipping (i.e. better packaging).  Nowadays in times of social media none of them is interested to have a big fallout over faulty hardware for gamers for example all over X or Instagram which would be real bad for their shares.