Refund & Returns Policy

Last Updated May 2026

1. Introduction

This Refund & Returns Policy applies to all services and products provided by Hope Customs.

This policy works alongside our Terms & Conditions and is designed to clearly explain how refunds, cancellations, and returns are handled.

By using our services, you agree to the terms outlined below.

2. Custom Builds & Custom Orders

All custom-built PCs and made-to-order systems are built specifically to customer requirements.

As a result:

  • Once work has begun on a custom build, no refunds are available

  • Custom-built systems are non-returnable and non-refundable once completed

  • Specifications are agreed with the customer before work begins

We strongly recommend customers ensure all specifications are correct before confirming an order.

3. Repairs & Labour Services

For repair, upgrade, and diagnostic services:

  • Payments for completed repair work are non-refundable

  • If an issue arises due to workmanship, we will aim to repair or resolve the issue at no additional labour cost within the agreed warranty period

  • Issues caused by misuse, accidental damage, or third-party modifications are not covered

Refunds are not offered for completed diagnostic or labour services.

4. Cancellations

  • Orders may be cancelled without charge only if work has not yet started and parts have not been ordered

  • Once work has begun, cancellation is no longer possible

  • Any cancellation requests must be made as soon as possible via contact methods provided

5. Faulty Work & Warranty Claims

If a fault occurs due to workmanship within the warranty period:

  • Hope Customs will repair or resolve the issue at no additional labour cost

  • Manufacturer faults or hardware defects will be handled through the relevant manufacturer warranty

  • Proof of purchase or service may be required for warranty claims

Warranty does not cover:

  • Physical or accidental damage

  • Liquid damage

  • Misuse or neglect

  • Software-related issues

  • Third-party modifications or repairs

6. Non-Returnable Items

The following are not eligible for return or refund:

  • Custom-built systems

  • Installed or configured software

  • Completed repair or labour services

  • Refurbished or used components (unless faulty under warranty)

  • Items damaged after collection or delivery

7. Customer Responsibility

Customers are responsible for:

  • Backing up all important data before handing over devices

  • Providing accurate information regarding faults or required services

  • Ensuring compatibility of requested parts or specifications where applicable

Hope Customs is not responsible for data loss or issues resulting from lack of backups.

8. Refund Eligibility

Refunds may only be considered where:

  • A service cannot be completed due to circumstances on our side

  • A legal requirement under UK consumer law applies

  • A mutual agreement is reached in writing

All refund decisions are made at the discretion of Hope Customs and assessed on a case-by-case basis.

9. Changes To This Policy

This Refund & Returns Policy may be updated periodically to reflect changes in website functionality, legal requirements, or third-party services.

The latest version will always be available on this page.

10. How To Contact Us

If you have any questions or wish to discuss a refund or return, please contact us:

Hope Customs
United Kingdom

Email: sales@hopecustoms.co.uk
Instagram: @hopecustomsuk
WhatsApp: Coming Soon

11. Final Note

We aim to be fair, transparent, and clear in all dealings with customers. This policy is in place to protect both the customer and Hope Customs and ensure a smooth service experience.