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Returns & Refunds Policy

Last updated: 8 November 2026

This Returns & Refunds Policy applies to purchases made directly from Renderboxes Ltd by consumers. Nothing in this policy affects your statutory rights. As all Renderboxes systems are bespoke and built to order, the terms below are provided in accordance with UK consumer law.

  1. Bespoke Products

    All Renderboxes systems are custom-built to the specifications selected by the customer at the time of order. As such, these items are considered bespoke goods under UK law.

    Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the right to cancel an order within 14 days does not apply to:

    “the supply of goods that are made to the consumer’s specifications or are clearly personalised.”

    Accessories, displays and other items we resell from stock are not bespoke. You can cancel an order for these within 14 days of delivery without giving a reason by contacting servicedesk@renderboxes.com. We will refund you within 14 days of receiving the items back, or evidence that you have returned them.

  2. Cancellation Policy

    1. Before Production Begins:
      Customers may cancel their order within 14 days only if production has not yet commenced. A cancellation request must be made in writing to: servicedesk@renderboxes.com.
    2. After Production Has Started:
      Once production has begun, cancellations are no longer accepted, and the order becomes non-refundable unless the Goods are faulty or not as described.

  3. Refunds for Faulty Goods

    If your Renderboxes product is defective, not fit for purpose, or not as described, you are entitled to the following under the Consumer Rights Act 2015:

    • Within 30 days of delivery, you can reject faulty goods for a full refund.
    • After 30 days, you are entitled to a repair or replacement. If that fails, you can ask for a price reduction or a refund (the final right to reject).
    • If a fault appears within six months of delivery, it is assumed to have been present at delivery unless we can show otherwise.

    Please contact us as soon as you notice a fault.

    To start a claim, contact: servicedesk@renderboxes.com with your order number, description of the issue, and photographs where applicable.

  4. Returns Conditions

    • For change-of-mind returns of accessories, items must be in original condition and properly packaged.
    • Returns must be authorised by our team before dispatch — unsolicited returns will not be accepted.
    • For faulty goods, we cover the cost of return shipping. For change-of-mind returns of accessories, the customer pays for return shipping unless otherwise agreed.

  5. Non-Returnable Items

    The following are not eligible for return or refund:

    • Opened, registered or activated software (including Windows licences)
    • Made-to-order peripherals
    • Any item damaged due to misuse, improper packaging, or unauthorised modification

  6. How to Request a Return or Refund

    1. Create a support ticket at https://support.renderboxes.com/support with your serial number or the email address on your order, and describe the issue.
    2. Our team will assess the claim and provide next steps.
    3. If authorised, return instructions and an RMA number will be issued.

  7. Contact Us

    If you have questions or concerns about your order, please contact:

    Customer Service
    Renderboxes Ltd, registered in England and Wales (company number 11701666)
    Registered office: 424 Margate Road, Westwood, Ramsgate, Kent CT12 6SJ
    Trading address: Unit 9, The Laurels, Manston Business Park, Ramsgate CT12 5NQ
    Telephone: 0800 955 7637
    Email: servicedesk@renderboxes.com