Refund and Returns Policy
Last updated: 21 September 2026
At SuppaTech, we want customers to be confident when purchasing from us. This policy explains how cancellations, returns, refunds and problems with products are handled.
SuppaTech is a trading name of Pill IT Ltd.
Nothing in this policy affects your statutory rights.
1. Changing Your Mind
If you purchase from SuppaTech online as a consumer, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days from the day after you, or a person nominated by you other than the carrier, receives the goods.
After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after notifying us of your cancellation.
To request a return, contact:
Please include your order number and details of the product you wish to return.
These periods reflect the statutory cancellation rules applying to most online purchases. GOV.UK
2. Cancelling Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Where we are able to stop the order before dispatch, we will cancel it and arrange the appropriate refund.
If the order has already been dispatched, you can still exercise any applicable cancellation rights by following the returns procedure in this policy.
3. Condition of Change-of-Mind Returns
You are entitled to inspect a product in a way that would reasonably be permitted in a shop to establish its nature, characteristics and functioning.
Please take reasonable care of products while they are in your possession and, wherever reasonably possible, return them with their original accessories, manuals and packaging.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Opening packaging does not automatically remove your cancellation rights. Any deduction would need to relate to diminished value caused by excessive handling rather than simply the fact that the goods were returned. GOV.UK
4. Return Postage for Change-of-Mind Returns
Unless we agree otherwise, you are responsible for the direct cost of returning goods when you cancel because you have changed your mind.
We strongly recommend using an appropriate tracked and insured delivery service, particularly when returning laptops, computers and other high-value electronics.
You are responsible for ensuring the product is appropriately packaged for its return journey.
Please do not send a return until you have contacted SuppaTech and received the appropriate return instructions.
This does not apply where goods are faulty, damaged, misdescribed or otherwise do not conform to the contract. Where SuppaTech is responsible for the cost of return under your statutory rights, we will provide appropriate return instructions.
5. Refunds for Change-of-Mind Returns
Where you validly cancel your order, we will refund the payments due to you under the applicable cancellation rules.
Because standard UK delivery is included with SuppaTech orders, there will normally be no separate standard outbound delivery charge shown on your order.
We may withhold the refund until we have received the goods back or you have supplied evidence that you have returned them, whichever occurs first where applicable.
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make an appropriate deduction for any resulting reduction in value.
Applicable refunds must be made within the statutory timescales; for returned goods this is generally within 14 days after receiving the goods back or qualifying evidence that they have been sent back. GOV.UK
6. Faulty, Damaged or Misdescribed Goods
Your rights when goods are faulty, damaged or not as described are separate from the change-of-mind cancellation rights above.
Goods supplied by SuppaTech must be:
as described, of satisfactory quality and fit for purpose where applicable.
These statutory rights apply to consumer purchases and cannot simply be excluded by our returns policy or warranty terms. GOV.UK
If you believe your product is faulty, damaged or not as described, contact us at:
Please provide your order number and a description of the problem. Photographs or other information may be requested where reasonably helpful in diagnosing damage or another issue.
7. Faults Within 30 Days
Where goods do not conform to the contract, consumers may have a short-term right to reject the goods within 30 days and receive a refund, subject to the applicable requirements of consumer law.
Please contact us promptly if you believe a product is faulty.
The Consumer Rights Act introduced this specific 30-day short-term right to reject qualifying faulty goods. GOV.UK
8. Faults After 30 Days
After the initial short-term right to reject has expired, you may be entitled to a repair or replacement where goods are faulty.
If an appropriate repair or replacement is unsuccessful, unavailable or cannot be provided in accordance with your statutory rights, you may then be entitled to a price reduction or refund as applicable.
For faults identified within the first six months, consumer law provides additional protections concerning whether the fault was present when the goods were supplied. GOV.UK
These rights exist independently of any SuppaTech or manufacturer’s warranty.
9. Goods Damaged in Transit
We carefully package orders to reduce the risk of damage during delivery.
If your order arrives damaged, please contact us as soon as reasonably possible at:
Where possible, please retain the packaging and provide photographs of the packaging and product so that we can investigate the delivery damage.
Damage in transit does not remove or reduce any statutory rights you may have.
10. New, New – Opened for Inspection, Used and Reconditioned Products
SuppaTech sells products in different conditions. The condition applicable to an individual product will be stated on its product page.
For used, reconditioned or New – Opened for Inspection products, reasonable cosmetic wear or a specific defect that was clearly disclosed before purchase is not treated in the same way as an undisclosed fault.
However, buying a used, reconditioned, New – Opened for Inspection or discounted product does not remove your statutory consumer rights. Goods must still meet the legal requirements applicable to them, taking account of matters such as their description, price and disclosed condition.
11. Data on Returned Devices
Before returning a laptop, computer, tablet, storage device or other product capable of storing personal information, please back up any information you wish to keep and remove your personal data where reasonably possible.
You should also sign out of personal accounts and remove passwords, activation locks or device-management restrictions where appropriate and safe to do so.
Do not include unnecessary personal information with a returned device.
If a fault prevents you from removing your information or unlocking the device, please tell us when arranging the return.
12. Accessories and Items Supplied With the Product
When returning a product, please return any accessories, power adapters, cables or other items that were supplied with it where applicable.
For change-of-mind returns, missing items may affect the value of the returned goods and therefore the amount refundable where the law permits an appropriate deduction.
13. Proof of Purchase
We may ask you to provide reasonable evidence that the product was purchased from SuppaTech.
This may include your order number, order confirmation or another appropriate form of proof of purchase. UK guidance confirms that proof of purchase need not necessarily be a traditional paper receipt. GOV.UK
14. Warranty Claims
Some products are supplied with a SuppaTech warranty or applicable manufacturer’s warranty.
Warranty rights are in addition to your statutory rights. A warranty expiring does not by itself determine whether you have rights under consumer law. GOV.UK
Please see our Warranty page for further details.
15. How to Arrange a Return
Before sending a product back, contact:
Please provide:
- your name;
- your order number;
- the product you wish to return; and
- the reason for the return, where relevant.
We will then provide the appropriate return instructions.
Products should be securely packaged to protect them during transit.
16. Return Address
Unless we provide a different return address when authorising your return, returns should be sent to:
SuppaTech Returns
Pill IT Ltd
20 Crockerne Drive
Bristol
BS20 0LF
United Kingdom
Please contact us before returning a product.
17. Contact Details
Pill IT Ltd t/a SuppaTech
Company Registration Number: 16934752
VAT Registration Number: GB 509 4202 13
20 Crockerne Drive
Bristol
BS20 0LF
United Kingdom
Email: supportst@suppatech.co.uk