Untold Gaming Terms and Conditions

Overview

Untold Gaming is a British retailer of custom-built computer systems for people wanting a premium service. We specialise in providing a customer satisfaction led experience at prices that offer great value. Our aim is to ensure all customers get the highest level of service and the best aftercare humanly possible.

Untold Gaming LTD is a company registered in England and Wales with company number 13096496, whose registered office is Unit 11 Farnborough Business Centre, Eelmoor Road, Farnborough, GU14 7XA. General enquires: info@untoldgaming.co.uk or 0333 014 3689.


Your Statutory Rights - Cancellation of Orders (Returns Policy)

If you wish to cancel your order and return it for a full refund, you have up to a total of 14 calendar days to contact us after the final receipt of your order.

You must inform us clearly, in writing (email is sufficient), if you wish to cancel your order.

You must return the goods within 14 days of notifying us of the cancellation. We will reimburse you within 14 days of receipt of the goods using the same means of payment as you used when placing the order. We can organise a courier collection (from UK addresses) if you are unable to arrange return by other means, the cost of which will be deducted from the refund. That cost will be determined based on your address and the charge will be shared with you prior. The refund will be for the custom PC build, equipment, and software only, no refund for initial delivery to address with be initiated.

You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods. For example, if it goes beyond the sort of handling that is expected. We will deduct this amount from the value of the refund.

Accessories and promotional items are part of the order and must be returned to ensure a full refund is given.


Terms and Conditions of Sale

The following terms and conditions apply to all transactions with Untold Gaming LTD. The placing of an order indicates your acceptance of these terms and conditions. Please read them carefully. These terms and conditions do not affect your statutory rights. We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

It is only when you have paid a deposit (at least 50% of the invoiced amount), that you enter into a binding contract with Untold Gaming LTD.

We have the right to refuse at our discretion to supply any goods ordered by you.


Description of Goods/ Warranty and Liability

Although we warrant that the Goods will at the time of delivery correspond to the description given by us, all products we sell are of a technical nature and it is not practical to publish detailed specifications of all the products. All images, descriptive matter, specifications, and advertising are for the sole purpose of giving an approximate description of the goods. Full details are available from the original manufacturer's brochures & websites. Except where the Customer is dealing as a consumer (as defined in the Unfair Contract Terms Act 1977, section 12) all other warranties, conditions or terms relating to fitness for purpose, merchantability or conditions of the goods whether implied by Statute, Common Law or otherwise are excluded and the Customer warrants that the Customer is satisfied as to the Suitability of the Goods for the Customer's purpose. Goods are not sold on a trial basis.

If you buy goods that have no published technical specifications, it is your responsibility to establish the suitability of the goods for your intended purpose.


Availability of Goods

All products are subject to availability and may be withdrawn at any time. However, it is our policy to contact you if a product is out of stock and if you do not wish to proceed with the order or for any reason we cannot supply the product we will arrange for the order to be cancelled.

We offer an extended range of products which are obtained directly from our distributors and manufacturers. These products are subject to stock availability and delivery dates made by these parties' own delivery services. It is our policy to contact you to explain the stock and delivery situation with these products. Again if you do not wish to proceed with the order, we will arrange for it to be cancelled.


Delivery

Delivery will be agreed at a convenient time with the customer and completed by Untold Gaming’s preferred courier. A variety of delivery times will be available at request, however these may change the price of the delivery.

Where an incorrect address has been given to Untold Gaming with an order we reserve the right to charge for any extra carriage costs incurred.

Note: If you ordered several items to be delivered, we may send them to you in separate packages to give you the fastest service.

Our couriers will require a signature upon delivery. If you choose to have your delivery delivered to a neighbour we cannot be held responsible for any potential losses, we, therefore, recommend receiving the delivery yourself.

IT IS STANDARD PRACTICE TO CHECK THE CONTENTS FOR PHYSICAL DAMAGE IMMEDIATELY AFTER YOU SIGN FOR THEM AND BY ACCEPTING OUR TERMS AND CONDITIONS YOU AGREE TO ONE OF THE FOLLOWING:

1) If the goods are obviously damaged before you sign for them (for example, box is badly crushed), you will sign for them as "damaged goods" or you will reject the delivery entirely. In this instance please contact us as soon as possible so we can provide assistance.

2) If there was no obvious damage upon delivery, but while inspecting the contents you discover something damaged, please contact us immediately so that we can help. If you do not contact us about damage quickly we may not be able to assist you, as our couriers require us to inform them of damage within 3 working days of delivery.

 

Damaged in Transit

Should there be any damage to the delivered goods, it will be your responsibility to inform us immediately, but not later than within 3 working days. It is imperative that you take pictures as evidence of damage and do not dispose of any of the packaging, as this will be required to affect your claim against the carrier. We will make a claim against the carrier and arrange for the damaged goods to be collected and replacements to be sent to you.

 

Shortages

It is your responsibility to sign for the correct number of packages as shown on the delivery or carriers consignment note. If you suspect that there are items missing from the delivery, first check that the order has not been part shipped. Any shortages must be made known to us within 3 days of delivery.

Incorrect Goods

It is your responsibility to notify us of any incorrect goods supplied within 2 days of delivery. If the items are not what you ordered, you must not open the manufacturers packaging or use the item (This does not include custom build computers).

 

Non-Deliveries

We will not accept liability for goods lost in transit unless we are notified within 3 working days from the expected delivery date. We shall accept no liability for shortages, non-deliveries, incorrect goods and goods damaged on delivery outside the reported timescales. Except when extenuating circumstances have prevented notification within the reported timescale.

 

Product Guarantees

New orders for individual components and/or peripherals are covered by the terms and conditions of the Original Manufacturers Guarantee for a period of 12 months or longer if relevant (please note this does not necessarily apply to components fitted as part of a repair). For custom-built PCs, these are supplied with a 1-year labour warranty at no charge.

Customers can obtain further information from their local trading standards department.

In the event of hard disk failure or a software issue that necessitates a full software or operating system re-installation, we are not liable for any loss of data. However, we will try our best to recover data where possible, to the limits of our in-house data recovery software.

In the very unlikely event of a full PC loss, either because of hardware failure which makes it uneconomical to repair the original hardware (within warranty), or because of a courier collection or delivery loss, we will replace the PC with equivalent hardware in terms of features and performance. We regret that we are unable to replace lost data or purchased software - we strongly recommend that a regular back-up to an external hard disk or an online cloud storage service is kept.

We will not be liable for the costs of repair or shipping if a PC system is returned to us under warranty but which is found to have no fault. For example, the problem described is as a result of additional software installed since delivery, malware infection, virus infection, misuse, or visible physical damage. In situations where the problem is caused by user damage, the replacement component(s) will be offered at a competitive price.

Our technical support team may offer to take remote control of your computer to try to resolve a problem remotely - if our engineers then find that the problem is genuinely caused by the computer or product itself, no charge will be made as this will be covered by our warranty, however in any other situation there will be a charge which will be determined at the time.

 

Fitting End-Of-Life or Refurbished Parts:

If a problem with a PC system arises due to fitting of a refurbished or End-Of-Life part by the customer, this will void the warranty.

 

Mains electric connection

You must ensure your PC system is connected to UK mains electric via a surge protected extension lead (not included in the sale) and NOT directly into a mains electric socket. Untold Gaming cannot be held responsible for damage to the PC system resulting from a fault or incident stemming from your mains electric feed.


Dead on Arrival (DOA)

If the product fails within the manufacturer's DOA period, a replacement product will be offered to you.


PC Systems

All Untold Gaming desktops are built to the highest standards using the finest components available, but we cannot guarantee compatibility with all software you wish to use, or all features of a given operating system due to the near infinite variety of customisable options available. On overclocked machines, sleep mode may be disabled. We are unable to provide extensive support for certain types of multimedia add-in card such as TV cards and capture equipment. Use of remote controls and other features making use of hibernate and sleep are used entirely at your own risk.

 

Delivery of Systems and Maintaining your PC

While we do everything possible to make sure that your new computer system arrives in exactly the same perfect state as it leaves us in, occasionally items arrive damaged or items of an order go missing. For this reason, we ask you to check the entire contents of your order as soon as possible after signing for it. In the event the courier fails to deliver a system on the scheduled date, we will in no way be responsible for any lack of earnings resulting from the delay.

Damaged items must be reported to us within 3 working days of receipt, otherwise, we may not be able to assist you. In the event that your delivery is made at the weekend and you cannot contact us by phone, please send an email to info@untoldgaming.co.uk with your original order ID, or name and address, giving details and we will contact you on the following Monday.

You must keep the original box and packaging (including all foam or polystyrene inserts) for your computer tower, please!

Just like any other piece of electronics equipment, a computer system tends to attract dust. You MUST make an effort to periodically check for a build up of dust, as this can cause the system to overheat, and may cause premature failure of hardware components.

If your computer is returned to us and we find a large build up of dust or other dirt inside the tower, then we reserve the right to charge for the repair costs. For this reason, we suggest keeping the area your computer tower is in clean and tidy.

Tobacco smoke leaves greasy deposits on hardware components and can cause premature component failure. Excessive build ups of grime due to smoke damage (including from e-cigarettes and vaping) not covered by your warranty and we reserve the right to charge for replacement components damaged in this manner.

 

PC systems warranty service

In the event that your Untold Gaming PC system is returned for warranty repair work, it is recommended that you have an up to date backup of your data and programs before arranging the return. Although we always try to resolve problems without formatting hard disks and reinstalling Windows, occasionally this is unavoidable and in such situations we are not liable for any loss of data or programs.


 

Waste Electrical and Electronic Equipment (WEEE)

The products we sell may contain substances that can be hazardous to the environment if not disposed of properly. Electrical and electronic equipment should never be disposed of with general household waste but must be separately collected for their proper treatment and recovery.

The crossed-out bin symbol, placed on the product, reminds you of the need to dispose of the product correctly at the end of its life. In this way you will assist in the recovery, recycling and reuse of many of the materials used in this product.

At the end of the life of your computer system you may return it to us for proper treatment and disposal. When buying a new computer system from us you also have the possibility to return another end of life computer system for proper disposal. Please either return your old computer to our address, or please call us to arrange a collection by courier.


Refunds

If for any reason you are issued with a refund, please note the following:

All refunds will be issued to the same payment method as on the original order. A refund will usually reach your credit card account within 4 working days, please allow up to 10 working days for it to be credited. If the goods are found not to be faulty or they have been damaged by misuse, they will be returned to you and no refund will be issued.


Liability

Except as may be implied by law and except in the case of death or personal injury where the Customer is dealing as a consumer, in the event of any breach of these Terms and Conditions by us the remedies to you shall be limited to damages which shall in no circumstances exceed the price of the Goods and we shall under no circumstances be liable for any indirect, incidental or consequential damages.


Force Majeure

We will not be under any liability whatsoever in the event that we are prevented or delayed from supplying or making delivery of any Goods by any reason or cause beyond our control.


No Waiver

Our failure to insist upon strict performance of any provision of these Terms and Conditions shall not be deemed to be a waiver of our rights or remedies in respect of any present or future default of the Customer in performance or compliance with any of these Terms and Conditions.


Severability

In the event that any or any part of these Terms and Conditions shall be determined invalid, unlawful or unenforceable to any extent such term, condition or provision shall be severed from the remaining Terms and Conditions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

These Terms and Condition shall be construed in accordance with English Law.


Terms of Use

Untoldgaming.co.uk is owned by Untold Gaming LTD.

The statements and opinions in the material contained within Untoldgaming.co.uk and publications and material which may be accessed from Untoldgaming.co.uk are those of the individual contributors or advertisers, as indicated.

Any third party sites which may be accessed through this site are the sole responsibility of the third party who is posting the site.

All downloadable software and files are distributed on an "as is" basis without warranties of any kind, express or implied. Downloading and/or using the software and files is at the user's sole risk.

All Sums Retention of Title

Until you pay all debts:
All equipment supplied by us remains our property
1) You must store it so that it is clearly identifiable as our property;
2) You must insure it (against the risks for which a prudent owner would insure it) and hold the policy on trust for us;
3) Title to the goods will not pass until all sums due under any contracts have been paid. You are obligated to keep all sale proceeds of the goods in a separate fiduciary account until payment for the said goods has been made in full
4) Despite our all sums retention of title clause, we have the right to take legal proceedings to recover the price of equipment supplied should you not pay us by the due date.
5) You are not our agent You have no authority to make any contract on our behalf or in our name
Unless: (A) We revoke that right (by informing you in writing), or (B) you become insolvent


Security

For your protection we use secure sockets to protect your payment details and use a secure third party payment processor (Worldpay).


Complaints

We endeavour to reply to any complaints within a 3 day period. Please send any complaints in writing to Untold Gaming and mailed to our registered address:

Unit 11 Farnborough Business Centre
Eelmoor Road
Farnborough
GU14 7XA

or by email to info@untoldgaming.co.uk