Applicable to all cases (returns and warranties)
To ensure an excellent and consistent experience across our Marketplace, this document sets out the operational service standards that PcComponentes will apply in the handling of returns and warranties. Its purpose is to ensure a consistent, agile approach aligned with the experience we want to offer the customer.
In those situations where failure to comply with these conditions prevents the corresponding solution from being offered to the customer, PcComponentes may assume the operational management of the incident in order to ensure a fast and consistent resolution for the customer, acting in accordance with the procedures already set out in the current T&C.
Contents
In any after-sales process, the customer has the right to choose:
Replacement or refund
Repair
During the first 30 days, the customer’s choice always prevails.
Once the order is more than 30 days old, if the customer requests a replacement or refund, replacement will take priority provided that the seller has stock available; otherwise, a refund will be issued.
The customer’s choice is binding and may not be modified, replaced or made conditional by the seller under any circumstances, except in the three exceptions regulated in this section.
There are three exceptions applicable to this policy:
Custom-built equipment: If one or more components can be repaired, a refund for the full system will not apply; in these cases, the seller will prioritise repairing the affected component, within a maximum period of 14 calendar days. If the repair is not resolved within this timeframe, PcComponentes may refund the amount to the customer if requested by the customer.
Major appliances: management depends on the manufacturer’s official service centre. Replacement or refund will only be possible if the service centre authorises the operation after its diagnosis.
TVs (Samsung and LG brands only): management depends on the manufacturer’s official service centre. Replacement or refund will only be possible if the service centre authorises the operation after its diagnosis. All other brands must be handled according to the customer’s choice.
Legal warranty periods by country
Spain and Portugal: 3 years for new products and refurbished products in “as new” condition.
France, Italy and Germany: 2 years.
The seller must comply with the applicable periods depending on the country where the order is delivered.
In relation to refunds processed within our marketplace, sellers are informed that the commissions corresponding to such refunds will be returned to PcComponentes, with a maximum limit of €20 per refund, excluding VAT.
To check the detail of these amounts, sellers can access their transaction history, where it will appear under the line named: "Seller penalty fee"
The seller must comply with the following timeframes (SLAs) in all after-sales cases:
Reverse logistics (48 hours): From the time of the customer’s request, the seller must provide, within a maximum of 48 calendar hours — excluding Saturdays, Sundays and public holidays — a prepaid label or a valid collection link, both for returns and warranties.
Resolution after receipt (24 hours): Once the product has been received at the seller’s facilities, the seller must provide a final solution within a maximum of 24 calendar hours — excluding Saturdays, Sundays and public holidays — whether that is a refund, replacement or the start of a repair.
Logistics responsibility (10 days): From the moment the customer hands the product over to the carrier, the customer’s obligation is fulfilled; the seller has 10 calendar days to receive it correctly and close the case. This period does not in any way exempt the seller from complying with the maximum 24-hour period to provide a solution once the product has been received, and if this is not met, logistics responsibility will rest entirely with the seller.
Repairs (14 days): If the customer chooses repair, it must be completed within a maximum of 14 calendar days from the first receipt of the product, either at the seller’s facilities or at the assigned service centre. If this period is exceeded or there is not sufficient traceability, PcComponentes may intervene and offer an immediate solution to the customer.
The seller must comply with the following conditions in any return or warranty process:
Free collections: In warranty cases, reverse logistics must be free of charge in any country of the European Union. In voluntary returns, the seller may apply a charge of up to €6.99 only when the customer chooses home collection; delivery to a collection point must always be free of charge. For volumetric products, large items and major appliances — which cannot be delivered to a collection point — home collection must always be free of charge, both for withdrawals and for warranty cases. If the seller does not have a warehouse in Spain, they must still provide a free label or collection, without the customer having to arrange shipping themselves. If the customer moves to another EU country, collection must be carried out at their new address at no additional cost.
Acceptance regardless of packaging: The seller must accept the product even if it does not have its original packaging, if it is damaged or if alternative packaging is used.
Products without devaluation: In the event of a refund, all products sold through our platform must be refunded in full, without depreciation.
Withdrawal exclusions:
Intimate hygiene items that have been unsealed. More information, here
Toner and ink cartridges that have been opened or unsealed.
Software licences and digital products whose code has been revealed, redeemed or is legible in any way.
Specific rules for warranties and withdrawals:
Accessories are included in the warranty. More information, here
Motherboards and processors with bent pins must be accepted under warranty and refunded in full in all cases, both in withdrawals and in warranty claims, regardless of the condition of the packaging or the reason alleged.
Used printers must always be accepted under withdrawal, without devaluation, and managed in accordance with the general returns policy.
Major appliances and large domestic appliances:
The warranty is handled directly with the official service centre. Refund or replacement will only be authorised if the service centre confirms it.
In returns, collection must be at the customer’s address and free of charge.
Request for photos or videos: They may only be requested in two cases: transport damage or incidents notified within the first 7 days, and products with a screen (mobile phones, monitors, laptops, tablets, etc.).
Mandatory traceability: Every collection, shipment or repair must include visible tracking information in the order.
The seller must comply with all of the following service obligations:
Delivery delays: If an order with paid shipping costs arrives late, the seller must refund those costs when requested by the customer. If more than 72 hours pass after the estimated delivery date, we will offer the customer cancellation and a refund of the order.
Rejected order: If the customer refuses delivery, the full refund must be issued within a maximum of 7 calendar days.
Transport incidents: The seller must resolve them within a maximum of 7 calendar days, also handling collection where applicable.
Price protection: If the product sold by the seller decreases in price within the 30 days following the purchase, the seller must refund the customer the difference, provided that the customer requests it.
Incorrect deliveries: The order may not be delivered to neighbours, shops or collection points without the customer’s express authorisation.
False delivery confirmations: The seller must request the POD from the carrier; this may not be shared with the customer if it contains third-party data. In case of doubt, it must be sent to atc-marketplace@pccomponentes.com. The incident must be resolved within a maximum of 7 calendar days.
Website errors: If the reason for the return is an error in the product listing, the seller must bear the reverse logistics costs.
Service continuity: The seller’s holidays do not alter or suspend the established deadlines; continuity of service must always be guaranteed.
Communications: Any communication made outside the platform must be recorded in the order. A case may not be marked as “resolved” until the solution has been fully executed (refund issued, replacement sent or repair completed).
WEEE collection: The seller is legally obliged to collect the corresponding old appliance when requested by the customer. More info, here
Collection after refund: In the event that a refund is issued, the seller will have 15 calendar days to collect the product before it may be recycled.
Customer data protection: The seller may not under any circumstances request ID numbers, photographs of the ID, images of the customer or personal documentation.
Sellers must guarantee the customer access to a valid and operational complaints system:
Sellers domiciled in Spain:
They must have available and provide, when requested by the customer, the official complaint form corresponding to their autonomous community.
Sellers domiciled outside Spain:
They must clearly and accessibly inform customers about the complaints system applicable in their country of origin, including instructions for its use.
More information, here.
- The customer chooses the solution.
- 48 hours to send a label or collection link.
- 24 hours to resolve once received.
- 10 days of logistics responsibility.
- 14 days to complete repairs.
- Free reverse logistics.
- Acceptance regardless of packaging.
- Full traceability and communication recorded at all times.