Return & Refund

Once the order has been received, please at first check the package and all items carefully to make sure whether they can work well. We are an authorized service provider of HP & Lenovo and can guarantee all products from factories have successfully passed QC inspection.

If there is something wrong, we would like to handle it with a professional manner to make our customers satisfied with their purchase from us.

We would kindly let you know once we receive a return, we will process a refund within two business days. Once the refund has been issued to your original payment card, please wait 3-5 business days for the refund to be reflected on your bank account. Your patience and understanding will be highly appreciated.

PCOnline Return Policy

We would kindly let you know the detailed return policy as follows,

According to the Manufacturer Policy, new desktops, laptops, or tablets that didn't start when they arrived or are still in an unopened box can be returned for a full refund within 30 days of purchase. 

The manufacturer may test returned computers because they didn't start when they arrived and impose a customer fee equal to 15% of the product sales price if the customer misrepresents the product's condition.

The manufacturer will charge a 10% restocking fee if the original box has been opened. Another 20%~50% fee will be charged for any missing accessories/original box, scratches, or physical damage. 

Any returned desktop, laptop, or tablet that is damaged through customer misuse is missing parts, or is in unsellable condition due to customer tampering may result in the customer being charged a higher restocking fee based on the condition of the product.

Please note: 

  • All returned desktops, laptops, and tablets will be sent to the manufacturer for inspection, and the restocking fee will be charged by them based on the inspection result. 
  • If the inspection result shows the product is defective, no restocking fee will be applied. 
  • We will try to negotiate with the manufacturer to waive the restocking fee, but the final decision is made by the manufacturer only.


Exchange terms

We are happy to address any concerns you may have regarding receiving a

Defective item

Broken item

Item not as described or ordered.

If you meet any of the above situation, please contact Customer Service within 48 hours of receiving your order at cs@pconlineus.com.

In order to expedite the process, please follow the guidelines below. Please provide :

Order Number.

Product Name.

Serial Number.

Problem Description in detail.

What steps you have already taken to solve the issue. ( For defective items, we recommend using our suggested solutions on FAQ page to try to solve the problem at first.)

Video/video link or picture.

Note:

1) Video/video link or picture must be straight to the point and show the problem clearly.

2) Serial Number is a must.

Images are required for review to determine if a refund or reshipment is eligible. If images are not provided, it is up to the sole discretion of the agent and the details provided to determine if a refund is applicable, refunds are not guaranteed if photo evidence is not provided.

Details provided will be reviewed by our team and we will proceed in the necessary manner. Our Customer Service will confirm whether you need to return the item and to which address you may return it to.

*The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 3 day DOA situations.

*During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse.

*For exchanges, the processing time for the exchanged item will be between 3-5 business days, upon receiving your item back, and depending on stock availability.

Missing items from package

We have the confidence that each order is proceed in a fast and correct way. Each order is inspected by at least 3 workers. We record the order weight information. We take pictures before shipping for some special orders. Sometimes the items are shipped in separate packages due to warehouse options. Please be sure to open the parcel and carefully check the contents before signing for the package.

However, sometimes mistake may occur, if there is any item missing in the package, we advise to check the order shipment confirmation message and contact our customer service through cs@pconlineus.com within 48 hours:

1. Provide your order number and missing item name.

2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.