Returns & Refunds

This page covers orders placed through the TonicIT online store. It doesn't apply to quoted support, web design, or Microsoft 365/Azure work, which has its own terms agreed with you directly.

1. Your right to cancel (consumers only)

If you're buying as a consumer (not for your trade, business, or profession), the Consumer Contracts Regulations 2013 give you the right to cancel most orders for any reason, without needing to explain why.

• You have 14 days from the day you (or someone you nominate) receives the goods to tell us you want to cancel.
• Once you've told us, you then have a further 14 days to send the goods back to us.
• To cancel, email hello@tonicit.co.uk or call/WhatsApp +44 750 118 0081 with your order reference. A clear statement is enough, e.g. "I want to cancel order [reference]".

2. Items excluded from the right to cancel

The right to cancel above is for change-of-mind returns. By law and by the nature of these products, it doesn't apply to:

• Software and digital licences (for example Microsoft 365 licences, product keys, or any digital content) once you've downloaded, installed, or activated it, or once we've supplied the licence key to you. At checkout you'll be asked to confirm you understand this before we provide a digital licence.
• Custom-configured hardware built or configured to your specification, once that customisation work has started. Standard, off-the-shelf items are not affected by this and can still be cancelled under section 1.

These exclusions never affect your rights under section 4 below if an item turns out to be faulty, damaged, or not as described, which always apply regardless of what you've ordered.

3. Refunds for a cancelled order

We'll refund you using the same payment method you used to pay, within 14 days of the earlier of: us receiving the goods back, or you providing evidence you've sent them. We may make a deduction if the value of the goods has been reduced by handling beyond what's needed to check them over, in the same way you'd be able to in a shop.

Return postage for a change-of-mind cancellation is your responsibility, unless the item is faulty, damaged, or not what you ordered, in which case we'll cover it. Items should be returned in the condition they arrived in, including original packaging where reasonably possible.

4. Faulty, damaged, or misdescribed goods

If something arrives faulty, damaged in transit, or doesn't match what was described, this is separate from the change-of-mind right above and isn't subject to the exclusions in section 2. Under the Consumer Rights Act 2015:

• Within the first 30 days, you can usually get a full refund or a replacement.
• After 30 days, we'll normally offer a repair or replacement first; if that's not possible or doesn't fix it, you're entitled to a price reduction or to reject the goods for a refund.

Hardware also carries its manufacturer's standard warranty, which we'll help you claim against where that's the quicker route. Tell us what's wrong, with photos where relevant, and we'll sort out the right path with you rather than you having to work out which applies.

5. Business purchases

If you're buying as a business, the statutory cancellation right in section 1 doesn't apply (it's a consumer-only right), though we'll still always stand behind faulty or misdescribed goods under section 4. If you'd like to discuss returning something bought for your business, get in touch and we'll see what we can do.

6. How to start a return

Email hello@tonicit.co.uk or call/WhatsApp +44 750 118 0081 with your order reference and what's going on. We'll confirm the next step directly, rather than send you through a ticket system.