CustomPC Private Limited Cancellation and Refund Policy

Effective Date: 14 August 2026

This Cancellation and Refund Policy governs the cancellation of orders and the procedures for refunds related to products and services purchased from CustomPC Private Limited (A Roger N Reckon Company), ("We," "Us," or "the Company" or "CPC"), including individual components, Custom PC Builds (BTO), and service packages operated by Roger N Reckon (DeepClean, Performance Test Pro [PTP], RMA & Repair, and Complete360).

1. General Principles

Refund Method: All approved refunds will be processed back strictly to the original payment method (or verified primary bank account of the customer) used for the purchase, after deducting applicable charges and fees as detailed in this policy.
Processing Time: Once approved and verified, refunds typically take 7 to 14 business days to reflect in your account, depending on your bank, UPI network, or card provider.
Non-Refundable Costs: Original shipping charges, expedited service fees, payment gateway transaction fees, and labor/diagnostic fees (where applicable) are non-refundable.

2. Custom PC Builds (BTO) & Pre-Built Systems

The policies for Custom PC Builds (Build-to-Order) are stricter due to the specialized nature of the order, component allocation, and immediate procurement cycles.

2.1. Cancellation Before Build Commences (Grace Period)

Timeframe: You may cancel a Custom PC Build order within 12 hours of placing the order, provided component procurement and packaging unsealing have not yet begun.
Fee: A 5% Administrative Fee will be deducted from the total refund amount to cover non-recoverable payment gateway and transaction processing charges.
Return Verification: In the case of pre-dispatched parts or returns, refunds are processed only after items are received and physically verified at our central facility.

2.2. Cancellation After Procurement or During Assembly

Policy: Once the build process initiates—which includes unsealing, allocation, and preparation of components for assembly (typically after the initial 12-hour grace period)—the order is subject to a non-negotiable 45% Non-Refundable Minimum Charge (NRMC) of the total purchase price.
Deposit Retention: The mandatory 50% deposit collected for Custom PC Builds is implemented specifically to cover this NRMC in full upon cancellation.
Basis of the 45% NRMC:

1. Specific Inventory Acquisition: Immediate and non-reversible procurement costs for components unique to the custom order.

2. Component Devaluation: Compensation for the diminished resale market value of hardware once original factory packaging and security seals are broken.

3. Dedicated Labor Commitment: Non-recoverable expenses for technical labor allocated for layout, mounting, thermal application, and assembly prep.
Customer Refund Formula: If the customer paid the mandatory 50% deposit, the Company will retain the 45% NRMC and refund the remaining 5% of the total purchase price. If the customer paid more than 50%, the entire balance exceeding the 45% NRMC will be refunded.

2.3. Returns and Refunds After Delivery (Custom PC Builds)

Policy: Custom PC Builds are non-refundable and non-returnable once delivered, except in cases of Dead-on-Arrival (DOA) or major functional hardware failure covered under warranty.
DOA / Functional Failure: If the system is non-functional upon arrival, you must report it within 7 calendar days of delivery to sales@custompc.in. We will arrange collection, diagnosis, and priority repair or replacement as per the Warranty Policy. A full refund will only be offered if the system cannot be repaired or replaced within a reasonable timeframe.

3. Service Appointments (DeepClean, Repair, PTP, Diagnostics — Powered by Roger N Reckon)

This covers scheduled services performed at our facilities or via drop-off/pickup.

3.1. Appointment Cancellation

Full Refund: Appointments canceled more than 24 hours prior to the scheduled service time will receive a full refund of any prepaid service fees.
Partial Refund / Late Cancellation: Appointments canceled less than 24 hours before the scheduled time, or confirmed no-shows, will forfeit a flat-rate Diagnostic Fee of ₹749 + 18% GST (or the full service fee, whichever is lower) to compensate for allocated technician time.

3.2. Refunds for Completed Services

Diagnostic Fees: Diagnostic fees charged for identifying hardware or software faults are non-refundable once the diagnostic report is generated, regardless of whether you choose to proceed with repairs.
Labor Fees: Labor fees for completed services (DeepClean, Repairs, PTP) are non-refundable. All services are backed by our limited labor warranty. If a failure occurs due to technical workmanship errors within the warranty period, we will re-perform the service or correct the issue at zero extra cost.

3.3. Unrepairable Devices

Policy: If a device is deemed unrepairable, or if required hardware replacement costs exceed the initial estimate and you decline the updated quote, you will only be billed the standard Diagnostic Fee. Any remaining prepaid balance will be refunded in full.

4. Component and Accessory Sales (Individual Purchases)

This applies to individual components, peripherals, and standalone accessories.

4.1. Returns of Unopened Items

Return Window: Unused and unopened components or accessories may be returned within 14 calendar days of delivery.
Condition: Items must remain in original, pristine, unopened factory packaging with all security seals intact.
Refund: The purchase price will be fully refunded, minus original shipping fees and a 5% Administrative Fee. Return shipping costs are the customer's responsibility.

4.2. Returns of Components with Broken Seals / Void Stickers

Devalued Status: Any component returned with factory box seals broken, anti-tamper void stickers compromised, or protective films removed is treated as devalued inventory and is subject to the 45% Non-Refundable Minimum Charge (NRMC).
Deductions: The refund amount will equal the original item price minus the 45% NRMC and original shipping charges.
Verification Requirements: Returned components with broken seals must pass strict intake verification:

1. The physical Serial Number (S/N) on the product must match our logged pre-dispatch records and original box/invoice.

2. Physical inspection must confirm zero signs of installation wear, socket pin damage, electrical shorting, or user misuse.

3. Internal component warranty stickers must remain 100% intact.

5. How to Initiate a Cancellation or Refund Request

To initiate a cancellation, return, or refund claim, follow these steps:

1. Submit Request: Email sales@custompc.in with the subject line: Cancellation/Refund Request - \[Your Order/Service Number].

2. Include Information: State your full registered name, contact number, Order ID / Service Ticket Number, and explicit reason for cancellation or return.

3. Review Window: Our team will inspect the request according to the terms above and issue instructions, return authorization, or denial within 3 business days.

6. Contact Information

For any questions, clarifications, or support regarding this policy:

Official Email: sales@custompc.in
Official Phone: +91 7065434343
Official Support Channels: Available via custompc.co.in and rogernreckon.com