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After-sales terms and conditions

  • Updated

All stores selling on our Marketplace accept and must comply with these conditions, as stated in the previously accepted general terms and conditions. Non-compliance may result in penalties or account closure.

Warranties

  • Resolution within 24 h if no pickup is required.
  • Timeframes:
    • 3 years for new and refurbished "Like new" products (Spain and Portugal).
    • 2 years for Italy, France, and Germany.
  • If pickup is needed, the store has 7 calendar days from the request date.
  • Products cannot be sent to SAT within the first 30 days: replacement or refund must be offered.
  • The customer has the right to choose, throughout the entire warranty period, between:
    • Replacement (if in stock).
    • Refund (if out of stock).
    • Repair.
  • After 30 days from delivery, the store must act as intermediary in the warranty process and offer to manage it for the customer.
  • Warranty pickups will always be free of charge.
  • If a customer moves to another EU country, the store must manage a free pickup at the new address.
  • Warranties must be accepted even with damaged packaging or non-original packaging.
  • Accessories are also covered under warranty. More information here.
  • Motherboards and processors with bent pins are also covered by warranty.

For assembled equipment:

  • If one or more components can be repaired, the customer cannot demand a refund. That decision is up to the seller.

For white goods:

  • Handled directly with the manufacturer.
  • Only refunded/replaced if authorized by the official technical service (SAT).

If the customer chooses repair:

  • The store must manage it with the manufacturer's SAT.
  • The store has 14 calendar days to resolve it.
  • If the seller does not respond, PcComponentes will act based on the customer's decision.

Do not request photos or videos, unless:

  • The product is in poor condition within 7 days of delivery, including factory defect or transport damage.
  • Products with screens (phones, monitors, etc.).

Note 1: The seller cannot mark a case as "resolved" if it is not. Replying to the customer does not mean the warranty has been fully managed.

Note 2: The seller must record in the order any communication made outside the platform.

Note 3: The customer may open a dispute if dissatisfied with the warranty handling.

Returns

  • Resolution within 24 h if no pickup is required.
  • 30-day withdrawal right from delivery.
  • If pickup is required, the store has 7 calendar days from the request date.
  • If the product price drops within 30 days of purchase, the store must refund the difference if requested by the customer.
  • If the store has no warehouse in Spain, it must provide a free return label.
  • The seller must offer free returns with drop-off at a collection point, regardless of the destination country. If you do not provide a prepaid link or label yourselves, use our GENEI service. For more information, please consult your Account Manager.
  • For white goods or large items, you must offer the customer free returns with home pickup.
  • If the seller does not offer home return service, they must share their personal GENEI link. More info here.
  • Returns must be accepted even with damaged or non-original packaging.

Non-depreciable products that must be fully refunded:

  • Used headphones.
  • Used printers.
  • Used 3D printers.
  • Motherboards and processors with bent pins.

Note 1: During holidays, the seller must continue providing support; otherwise, the return period will be extended.

Note 2: The seller must record in the order any communication made outside the platform.

Note 3: If a website error leads to a return request, the seller will bear reverse logistics costs.

Note 4: The customer may open a dispute if dissatisfied with the return handling.

Other Conditions

  • If a paid shipping order is delayed, the store must refund the shipping cost and ensure delivery as soon as possible.
  • If the customer rejects the order, the store must issue a full refund within 7 calendar days.
  • The seller is legally required to collect old household appliances. More info here.
  • Transport incidents must be resolved within 7 calendar days, including managing the pickup. More info here.
  • The courier must not deliver orders to neighbors, stores, or pickup points without customer authorization.
  • The customer has a period of 15 days before recycling a refunded item if you haven't picked it up beforehand.
  • If more than 72 h have passed since the estimated delivery date, we will offer the customer cancellation and refund.
  • If the seller refunds by mistake and the customer wants to keep the order:
    • The store will provide a bank account number.
    • The store must leave written record in the order.

Falsely marked as delivered

  • The seller must request the POD (proof of delivery) from the courier and manage the issue with them, requesting the certificate of honor if applicable.
  • The seller must never provide the POD to the customer if the data do not match. If it lacks customer data, send it to: atc-marketplace@pccomponentes.com
  • The seller must never request the customer's ID.
  • The seller has a maximum of 7 days to resolve the issue, otherwise the order will be refunded.

Complaint Forms

  • If the seller is based in Spain, they must have the official model corresponding to their autonomous community.
  • If the seller is foreign, they must clearly inform about their complaint system.
  • More information here.

Equivalence Surcharge

  • If the store sells to retailers under the special regime, it must apply the equivalence surcharge.
  • More information here.

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