Purchase, returns and warranty details
Before you place an order
Before accepting an offer, check the model, installed GPU quantity, condition, included equipment and total price. Make sure the delivery and warranty arrangements are clear. If you are unsure about compatibility, ask before buying.
The written specification defines what you are purchasing. Payment and delivery details may differ between a single card and a configured server. See our Terms and Conditions for the purchase terms.
Which type of request do you have?
Something arrived damaged
Keep the packaging and take photographs of it and the equipment. Include the order reference and any note recorded by the carrier. Don’t power on equipment that appears unsafe.
An item is wrong or missing
Tell us which order line is affected and what you received. The packing list, model and serial number will help us check the delivery.
The equipment has a fault
Describe the symptoms, any error messages and the checks you have already made. Include the serial number if you can access it.
You want to change or cancel a purchase
Tell us what you would like to change and which items are affected. Optional business returns and consumer withdrawal rights are handled separately from faulty-goods claims.
Reporting a fault
Start with the support page. Let us know when the problem began, whether it happens consistently and what you have already tried. Short error messages are useful; passwords, private keys and confidential datasets should stay out of the request.
If the equipment looks unsafe, stop using it. Don’t attempt a repair just to complete a checklist. The next step will depend on the fault and your applicable rights, and may involve further checks, repair, replacement or another remedy.
Preparing equipment for return
Contact us for the correct return address and packing instructions before sending equipment back. The dispatch warehouse may not be the right destination. A return reference helps identify your case, but it does not delay or invalidate a statutory notice you have already made.
Back up your data and remove confidential information where it is safe and practical. If a failed device cannot be erased, tell us before returning it so we can agree how it should be handled.
Include only the requested components. Use anti-static and impact protection suitable for the equipment, and keep the shipping reference.
Return costs and assessment
Who pays for collection and return transport depends on the reason for the return, the law and the agreed terms. If diagnosis or an out-of-warranty repair would be chargeable, the price needs to be explained and agreed with you before work starts.
Repair time and replacement availability depend on the case. Any refund due must be handled within the applicable legal and contractual requirements.
Business cancellations and optional returns
Business purchases do not generally have the statutory withdrawal right available for consumer distance purchases. A change-of-mind return or cancellation therefore needs to be checked against your agreed order terms.
Ask about changes and cancellations before ordering configured or specially sourced equipment. Where an optional return is agreed, its deadline, condition requirements, shipping responsibility and any lawful deduction should be recorded. No standard restocking charge has been set for this store.
If you are buying as a consumer
If you are a consumer purchasing at a distance, you normally have 14 days to cancel without giving a reason, starting the day after you or your nominated recipient receives the goods. For one order delivered in separate lots, the period normally starts after receipt of the final goods. Any longer mandatory period or statutory extension remains available.
To cancel, send a clear statement identifying the purchase through our Contact or Support page, or reply to your order email. You may use the model cancellation form below but do not have to. Sending the statement before the deadline is sufficient. We will acknowledge it by email; a missing acknowledgement does not invalidate a notice validly sent.
Return the goods within 14 days after telling us you cancel, unless we agree to collect them. For a change-of-mind return, you bear direct return costs only if we told you before purchase. For goods unsuitable for ordinary post, we will provide the required return-cost information in advance. Faulty-goods remedies have separate cost rules and remain unaffected.
Model consumer cancellation form
To: Genius High Performance Computing. I hereby give notice that I withdraw from my contract of sale for the following goods or services: [description]. Order reference: [reference]. Ordered on: [date]. Received on: [date]. Consumer name: [name]. Consumer address: [address]. Date of notice: [date]. Signature: [only if submitted on paper].
Manufacturer warranty and statutory rights
Check who provides the warranty, how long it lasts, where it applies and how to make a claim. Manufacturer cover can differ by product and region. It adds to, rather than replaces, any applicable rights against us as the seller.
On-site service, software support, advance replacement and loan equipment are included only if expressly agreed.