Every item we sell is a special order. Mojoo Limited holds zero stock — each product is ordered in from our supplier, or built and configured to your specification, only after you place your order. Please read this policy before ordering.

1. Cancelling before dispatch

Email us as soon as possible if you need to cancel. Where the order has not been dispatched we will cancel it and refund you in full, with no cancellation or restocking charge. For bespoke and made-to-order items, once we have started procuring or building to your specification the order may no longer be cancellable — see the exception in section 2.

2. Your 14-day right to cancel

Consumers buying online have 14 days from the day the goods are received to cancel the order, and a further 14 days to return the goods. Items must be unused, complete with all accessories and packaging, and in a resaleable condition. Return postage is at your cost, and we may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to inspect the item.

Important exception for made-to-order goods

Under the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to goods that are made to your specification or clearly personalised. This includes custom-configured and built-to-order systems, bespoke component specifications, and any item sourced specifically to your requirements. These orders cannot be cancelled once production or procurement has started, unless the goods are faulty.

3. Condition of returned goods

You are welcome to handle an item as you would in a shop — enough to see what it is and check that it works. Anything beyond that is not covered by the right to cancel. Fitting a component, seating a processor, applying thermal paste, breaking seals or labels, flashing firmware, and damage caused by mishandling or static all go past reasonable inspection. Please keep the anti-static bag and original packaging until you are certain you are keeping the item.

Every return is inspected and photographed when it reaches us, against the serial number we recorded at dispatch. Where an item comes back installed, modified, incomplete or damaged, we will reduce your refund to reflect the loss in value, explain the deduction and send you the evidence. Where the damage makes the item unsaleable — bent socket pins on a motherboard, for example, or a board that no longer posts — the reduction may be the full value of the item. None of this applies to goods that were faulty when they reached you, which are covered by the next section.

4. Faulty, damaged or incorrect items

Damage in transit: tell us within 48 hours of delivery, with photos of the item and the packaging.
Within 30 days: you may reject a faulty item for a full refund, or ask for a replacement.
After 30 days: the item is handled under the manufacturer’s warranty for repair or replacement, and we will help you arrange it.
Wrong item sent: we cover all return and redelivery costs.

Accidental damage, liquid damage and normal wear are not covered. If you would rather have an exchange than a refund, tell us when you contact us and we will arrange one wherever the item qualifies for return.

5. Non-returnable items

Custom-built, made-to-order or personalised products
Software, licence keys and digital downloads once supplied
Opened consumables and sealed items where the seal is broken
Services and labour already carried out

6. How to start a return

Email info@mojoo.co.uk with your order number, the item, the reason for return and photos where relevant. We will reply with an RMA number and the return address. Please do not send anything back before you have an RMA number, and always use a tracked, insured service — we cannot be responsible for returns lost on the way to us.

7. Refunds

Once the return arrives and has been inspected, we will confirm whether the refund is approved. Approved refunds are issued to the original payment method within 14 days, and usually much sooner. We do not charge a restocking fee. Where you chose a faster or upgraded delivery service, we refund the cost of our cheapest standard delivery rather than the enhanced amount.

8. Contact us

Mojoo Limited — info@mojoo.co.uk. We aim to answer every returns enquiry within one working day. This policy does not affect your statutory rights under the Consumer Rights Act 2015.