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Cancellations

To cancel your order, please request this in writing to the accounts department – accounts@tolvapc.co.uk. Make sure to include your full name and order number. Please allow 72 working hours for the process to be completed and confirmation received. You will then receive the funds into your bank within 5-10 working days unless you paid via Klarna – the funds will come directly from them and is not something we are able to assist with. You will need to contact Klarna directly to know when the funds will show in your account. Refunds can’t be canceled after they’re issued. Disputes and chargebacks aren’t possible on credit card charges that are fully refunded.

Any refund requests within 72 hours of ordering (mistakenly pre-ordering, ordering the wrong items, or not understanding our terms and conditions or refund policy may result in a 2.9% cancellation and admin fee.

So we ask that you please double-check all orders before processing your order.

Please know that we do not work over the weekends/bank or public holidays. Our 72 hour wait time is based upon our Monday-Friday hours excluding bank or public holidays. Our working hours can be found at the bottom of our homepage, but again, please remember that we do not work over the bank or on public holidays, where our working hours will be different.

If there are any other questions please don’t hesitate to contact us:

0800 865 4393  or you can email the team at hello@tolvapc.co.uk with any other questions you have before requesting your returns.

How do I return an item?

In the unlikely event that a product is faulty, the first thing to do is to submit an RMA form which can be found below. Once this has been completed a member of the team will be in touch with what steps to take next as long as you are still within your warranty period. We offer a 6-month warranty from the date your item has been received. You then have whatever warranty the manufacturer offers on top of this.

Please do not post anything back without an RMA number as this may delay processing your return.

We are currently experiencing delays when processing your returns due to the Covid-19 pandemic. All items returned to us are temporarily quarantined before being handled/processed to help stop the spread and keep our staff safe.

PLEASE NOTE The majority of products we stock come with a manufacturer’s warranty which we have to adhere to, and manufacturers may have their own Covid-19 policy to help further stop the spread. We thank you for your patience and understanding during this very uncertain time.

Any products that are returned to us and are found to have customer-induced damage will be liable to a chargeable repair or a percentage taken from the originally charged amount.

For  customer/Tolva error returns:

We want to make the process as smooth as possible. If you have made a purchase in error or for any reason or the team at Tolva has made an error, you have 14 days to return your item to us. As soon as we have your returned item back to us we will either replace or return it with the correct item.

Unwanted goods

Unwanted products can be returned so long as you let us know you want to return them within 14 calendar days from the day after delivery. They must include all original packaging, be in “as new” condition, and must not have been OPENED, USED, OR INSTALLED or had any data input on them. Any free gifts which may have been sent must also be returned.

We may make a deduction from the refund if the value of the goods has been reduced as a result of you installing them or handling them in any other way.

Please do not remove any serial number stickers, packaging seals, or other identifying marks from any product or packaging as if these have been removed we will be unable to accept any return.

Once we have received the goods back from you, we will give you a refund for the cost of the product plus the delivery charge paid if there is a charge associated with the order. (Free shipping orders will have no delivery fees refunded)

We cannot refund/cancel your purchase if the seal has been broken on any DVDs, CDs, memory cards, or software, including games, if the silver strip on the back of your Software Product Activation Key card has been partially or completely damaged or removed or if the goods were a special order to your specification, for instance, a PC system built to order.

We cannot refund or exchange unsealed headphones/headsets for hygiene reasons, unless faulty.

Faulty Goods

Items faulty on arrival. You have the option of an exchange or refund. If your items are faulty on arrival, you have 30 calendar days in which to inform us of the fault.  Items should be returned in their original packaging complete with all accessories and documentation. We will send a pre paid label with instructions for you.

Once we have verified the fault, we’ll issue a replacement or full refund to you via your original payment method,

We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance, you will be liable for the return charge.

If any of your purchases develop a fault, and it’s more than 30 calendar days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair.

Unfortunately, we cannot accept any returns where the serial number and /or other identifying marks have been removed.  Without these, we are unable to confirm that the product that is returned was purchased from us.

Sometimes manufacturers provide support direct to end-users. The main reason for this is that they would like to ensure that their customers receive the best possible support on their products. If we refer you to a manufacturer your RMA will invariably be dealt with a lot quicker.

Damage in Transit

If any items were damaged in transit, we ask that you report them to us within 5 working days. If the items are visibly damaged on receipt, please refuse the delivery and call Customer services. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we’ll issue a replacement or full refund to you via your original payment method. We will issue a pre paid label for this.

Due to an increase in volumes, we are experiencing delays in responding to and processing your returns. We will aim to respond to queries within 48 hours and aim to process returns within 72 hours.

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