Delivery & Return

Return & Refund policy

At DTHBuilds, customer satisfaction is our highest priority. Every product is thoroughly inspected and tested before dispatch. As many of our products are custom-built to customer specifications, our return and refund policy differs from standard retail products. Please read the following policy carefully before making a purchase.

1. Return Eligibility

You may request a return, replacement, or refund if:

You receive a damaged product during transit.
You receive an incorrect product.
The product has a manufacturing defect.
The product is Dead on Arrival (DOA).

All return requests must be submitted within 7 days of receiving your order.

2. Products Not Eligible for Return

The following products cannot be returned unless they are damaged, defective, or incorrectly delivered:

Custom-built PCs assembled as per customer specifications.
Products damaged due to misuse, improper installation, liquid damage, power surges, or physical damage caused after delivery.
Products returned without original packaging, accessories, manuals, or invoice.
Software, activation keys, digital products, and downloadable items.
Products with removed or tampered serial numbers or warranty stickers.

3. How to Request a Return

To initiate a return:

Contact our support team within 7 days of delivery.
Share your Order ID or Invoice Number.
Explain the issue in detail.
Provide clear photos and an unboxing video showing the issue (mandatory for damaged or wrong product claims).
Keep the product in its original packaging along with all accessories and documents.

Our support team will review your request and respond within 48 business hours.

4. Product Verification

After your request is approved:

The returned product will undergo inspection by our technical team.
If the reported issue is verified, we will process a replacement, repair, or refund based on the nature of the claim.
Products returned without prior approval may not be accepted.

5. Replacement Policy

If the product is confirmed to be defective or incorrect:

We will replace it with the same product, subject to stock availability.
If the same model is unavailable, an equivalent product or store credit may be offered.

6. Refund Policy

Approved refunds will be processed after the returned product has been received and successfully verified.

Refunds are generally processed within 7–10 business days after successful inspection.
Refunds will be issued through the original payment method.
For Cash on Delivery (COD) orders, refunds will be transferred directly to the customer’s bank account.

7. Custom PC Orders

Since every custom PC is assembled specifically according to the customer’s selected configuration:

Orders cannot be cancelled once assembly has started.
Custom-built PCs are not eligible for return due to change of mind, preference, or compatibility issues after purchase.
Individual components remain covered under their respective manufacturer’s warranty.

8. Shipping Damage

If your package arrives damaged:

Do not use or install the product.
Take clear photographs of the package before opening it.
Record an unboxing video.
Contact DTHBuilds immediately.

Failure to report shipping damage promptly may affect claim eligibility.

9. Manufacturer Warranty

Most PC components sold by DTHBuilds are covered under the respective manufacturer’s warranty. We are happy to assist customers throughout the warranty claim process whenever required.