Getting it to you, and back if needed.

Delivery

All orders are picked, packed and despatched from our workshop at Unit 8, Bassington Lane Industrial Estate, Cramlington, NE23 8AD.

• Free next-day delivery on orders over £49.99 to mainland UK addresses.
• Orders under £49.99 carry a flat £4.99 delivery charge.
• Orders placed before our daily cut-off are despatched the same working day. Orders placed at weekends or on bank holidays are despatched the next working day.
• Machines are packed in purpose-made boxes with internal padding — our customers consistently tell us the packaging is one of the things we get right.

Custom-built PCs

Custom builds have a 5 working day lead time from payment, unless we state otherwise on the listing or agree something different with you. That covers assembly, Windows installation, driver setup and stress-testing on our bench. Once the build passes testing it's despatched on the same next-day service.

Areas we don't cover on the standard service

Next-day delivery applies to mainland UK. The Scottish Highlands and Islands, Northern Ireland, the Isle of Man, the Channel Islands and the Isles of Scilly may take longer and may carry a surcharge. If you're outside mainland UK, message us before ordering and we'll confirm the cost and timing.

Tracking & missed deliveries

You'll get tracking details by email once your order leaves us. If a delivery is missed, the courier will normally attempt redelivery or leave a card with collection details. If a parcel hasn't arrived when expected, contact us and we'll chase it.

If it arrives damaged

Check the machine over as soon as it arrives. If there's transit damage, tell us within 48 hours with photographs of the packaging and the machine, and we'll sort it out — that timeframe helps us claim against the courier, and it doesn't affect your legal rights below.

Changing your mind

For in-stock machines bought online, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive the goods to tell us you want to cancel, and a further 14 days to send them back. You don't need to give a reason.

• Return the machine complete, with all accessories and cables, ideally in its original packaging.
• You are responsible for the cost of returning the goods, unless the item is faulty or not as described.
• We refund within 14 days of receiving the goods back. We may reduce the refund to reflect any loss in value caused by handling beyond what's needed to check the item.

If something is faulty

We'd always rather fix a machine than lose you as a customer, so our first move is a repair — usually a fast one, because we build and test these ourselves. That said, you have statutory rights under the Consumer Rights Act 2015 and nothing here limits them:

• Within 30 days of delivery — if the goods are faulty, you have the short-term right to reject them for a full refund.
• After 30 days and within 6 months — we get one opportunity to repair or replace. If that doesn't fix it, you can claim a refund, which may be reduced to reflect the use you've had.
• After 6 months — the same applies, but you may need to show the fault was present when you received the machine.

On top of those rights, every machine carries our own warranty — one year as standard, three years on custom builds. See the warranty page.

How to start a return or repair

Message us on WhatsApp or email support@itmonsters.co.uk with your order number and a short description of the problem. Photographs or a short video help enormously. We'll tell you the next step the same working day wherever possible.

Returns address: Unit 8, Bassington Lane Industrial Estate, Cramlington, NE23 8AD. Please don't send anything back before speaking to us — we'll want to log it first.