Returns and Refunds Policy

Last updated: 19 September 2026

At Mack Direct Ltd, we want you to be confident when purchasing from us. We carefully test and prepare our products before they are dispatched, but if you have a problem with your order, please contact us and we will be happy to help.

This policy applies to purchases made directly through the Mack Direct website. Your statutory rights are not affected by this policy.

1. Returns if you change your mind

If you purchase a product online, you generally have the right to cancel your order within 14 days of receiving the goods, without having to provide a reason.

After notifying us that you wish to cancel, you must return the goods within a further 14 days.

Returned goods should be sent back in a suitable condition, with all accessories, cables and other items supplied with the product where possible. You may inspect and handle goods as you reasonably would in a shop, but you may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functionality of the goods.

Unless otherwise agreed, the cost of returning an item because you have changed your mind is your responsibility.

Where a cancellation is valid, we will refund the purchase price and the cost of our standard delivery service. We do not have to refund additional delivery costs where you selected a more expensive delivery option.

Refunds will normally be made using the original payment method and within the timescales required by law.

2. Faulty or defective products

If a product develops a fault, please contact us as soon as possible with your order details and a description of the problem.

All products supplied by Mack Direct are covered by your statutory rights under UK consumer law.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.

If goods are faulty within the first 30 days, you may generally have the short-term right to reject the goods and receive a refund. After this period, repair or replacement may apply, subject to your statutory rights.

We may ask you to return the product to us so that we can inspect and diagnose the reported fault.

Please do not attempt to repair or modify a product before contacting us, as this may affect our ability to determine the cause of a fault.

3. Used and refurbished PCs

Our used and refurbished PCs are individually inspected, cleaned and tested before being sold.

Because these systems contain used components, there may be normal cosmetic signs of previous use. Cosmetic wear that was accurately described or shown in the product listing is not considered a fault.

Performance estimates provided on product listings are intended as guidance. Actual performance can vary depending on software, drivers, game settings, updates and other factors.

This does not affect your statutory rights where a product is faulty, not as described or otherwise fails to meet the requirements of consumer law.

4. Damage after delivery

Please contact us as soon as possible if your order arrives damaged.

For PC systems, we recommend taking photographs of the packaging and the product before attempting to use the system if there is visible damage.

If a product has been damaged after delivery as a result of misuse, accidental damage, unauthorised modification or an attempted repair, this may affect your entitlement to a remedy. Your statutory rights remain unaffected.

5. Returning a PC

When returning a desktop PC, please use suitable protective packaging to prevent damage during transit.

Where possible, return the PC with the accessories and cables supplied with it.

If the PC was supplied with internal components secured specifically for transport, please follow any return instructions we provide.

Mack Direct may provide specific packaging or return instructions depending on the product.

6. Upgrades and installation services

Where we carry out an upgrade or installation service, we will perform the agreed work with reasonable care and skill.

If you believe an upgrade or installation has not been carried out correctly, please contact us so that we can investigate and put the issue right where required.

Where a service has been started at your request during the statutory cancellation period, your cancellation rights may be affected depending on the circumstances and the work already carried out.

7. How to request a return

To request a return or report a fault, please contact us with:

• Your name
• Order number
• Product purchased
• Reason for the return
• Any relevant photographs or information about the issue

Email: contact@mackdirect.com

We will provide return instructions where a return is required.

Please do not send products back without contacting us first, as this may delay the processing of your return.

8. Refunds

Once a returned product has been received and, where necessary, inspected, we will process any refund due.

Refunds will normally be made to the original payment method.

Where a refund is required by law, it will be provided within the applicable statutory timeframe.