BWS WORKS
Returns & Refunds Policy
Effective / Last Updated: 1 September 2026
1. Our approach
BWS Works aims to deliver products that match the description, configuration and condition stated on the product page. If an order arrives damaged, incorrect, defective, incomplete, or otherwise does not match what was agreed, contact BWS Works promptly so we can review the issue and determine the appropriate remedy. This policy operates subject to applicable consumer-protection law and does not limit rights that cannot lawfully be excluded.
2. Unboxing video requirement
A continuous, clear unboxing video is required for every return, damage, shortage, wrong-item, defect-on-arrival, or refund request under BWS Works’ standard process. The recording should show the sealed outer parcel, the shipping label (where possible), opening the package, the internal packaging, the product, and included items. Keep the original file until the matter is closed.
3. Change-of-mind returns for new standard products
New standard products may be eligible for a change-of-mind return when requested within 3 calendar days from the date of delivery. The product must be unused, complete, in its original packaging, and have applicable tags, seals and labels intact and not removed. Eligibility remains subject to inspection and product-specific conditions shown on the product page.
4. Reclaimed, configured and custom systems
Reclaimed systems, configured systems and custom/prepared systems are not eligible for a change-of-mind return under BWS Works’ standard policy. This does not affect any return, refund or other remedy required by applicable law.
5. Defective, incorrect, damaged or not-as-described products
If you receive a product that is defective on arrival, materially damaged in transit, incorrect, incomplete, or materially different from the advertised/agreed product, contact BWS Works as soon as possible. Under BWS Works’ standard defective-item return process, you must make the request within 7 days of delivery. The product should remain unused and in its original packaging, with tags and labels intact where applicable, unless the nature of the defect or applicable law requires otherwise. BWS Works may provide repair, replacement, exchange, refund, or another applicable remedy.
6. DIY kits
DIY kits do not carry a general warranty or change-of-mind return entitlement under BWS Works’ standard policy. If a DIY kit is defective on arrival, contact BWS Works within 7 days of delivery. A continuous unboxing video is required. Do not assemble, modify or attempt to repair a kit before contacting BWS Works.
7. Mini PC upgrades and modifications
Customers should not attempt to repair, modify or otherwise work on a Mini PC except for supported upgrades such as RAM or SSD replacement/upgrade and, where the installed processor is a socketed desktop processor and the product is designed to permit it, a compatible processor replacement. Damage caused by improper installation, incompatible components, unauthorised repair or modification may affect return or warranty eligibility.
8. Return shipping
Where BWS Works accepts responsibility for a wrong, damaged, defective or materially not-as-described product, BWS Works will provide appropriate return instructions and, where applicable, bear the applicable return cost. For an eligible change-of-mind return, the customer may be responsible for return shipping and applicable charges, as communicated before the return is arranged.
9. Inspection and refund
Returned products may be inspected to verify the reported issue, completeness, condition and eligibility. If a refund is approved, BWS Works will initiate it through the applicable payment method or another lawful method. The time taken for funds to appear may depend on the payment provider or bank.
10. How to request a return
Contact BWS Works through the support/contact channel published on the website and provide the order number, product name, reason for the request, the required unboxing video, photographs where relevant, and a clear description of the issue. BWS Works may issue a return or complaint reference number.
11. Conditions that may affect eligibility
Return eligibility may be affected by missing components, removed labels or seals, physical damage after delivery, liquid damage, misuse, unauthorised repair/modification, assembly of a DIY kit, or other customer-caused damage. These conditions do not override rights that applicable law requires BWS Works to honour.
12. Statutory rights
Nothing in this policy is intended to exclude or restrict a consumer right or remedy that BWS Works is legally required to provide. Where applicable law requires BWS Works to accept a return or provide a refund, replacement or other remedy, that requirement will prevail.