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Right to Cancel

Cyberpower UK Complaints & Cancellations

Consumer right to cancel:
Where the buyer is purchasing as a consumer you have the right to cancel from the point of placing the order up to within 14 calendar days from the date the products are received.
Your right to exercise a cancellation will expire after 14 days from the day on which you acquire physical possession of the goods.
Upon receipt of the goods if the right to cancel is exercised, the buyer must have an approved RMA (Returns Merchandise Authorisation) before returning the goods to the seller.

How to cancel an order:
To exercise your right to cancel, you must inform us of your decision to cancel the sales contract with a clear statement sent to us via letter, phone call, or email using the following contact information:
NXPower (UK) Ltd
Unit B11 Kingsway Interchange,
Eleventh Avenue,
Team Valley Trading Estate,
Gateshead,
NE11 0JY
Tel: 03333 237776
Email: sales@cyberpowersystem.co.uk
It is essential any cancellation requests are made before the expiration of the cancellation period, any requests received after this period will be rejected.

Cancelation form:
If a cancellation request is made via letter or by email, please use the following template:
“I/We hereby request the termination of my/our order(s) and corresponding contract of sale for any goods or services provided under the following order information:
Date:
Order number(s):
Name of consumer(s):
Address of consumer(s)”

Effects of cancellation:
Upon receipt of a right to cancel request by the seller a refund will be issued to the buyer within 14 calendar days to the original payment method unless otherwise agreed with the seller.
For cancellation requests made upon receipt of goods by the buyer and an RMA reference has been authorised by the seller, the buyer must return all agreed products within 14 calendar days in the same condition they were received. This includes (but is not limited to) all original packaging, packaging contents, accessories, documentation and any other items. Where products are returned damaged, incomplete, or in any condition reasonably deemed unsuitable by the seller, the seller reserves the right to make appropriate deductions to refund amounts, not exceeding the sum of the direct costs to replace/recover products.
Any software or consumable items, which have been open/unsealed or activated, will not be refunded. These products have no right of cancellation, please refer to section 28(3)(b) of the Consumer Contracts Regulations 2013 for more information.
Services ordered by the buyer with the products which include (but are not limited to) premium delivery options, fast- track production, professional wiring, overclocking, will not be refunded except where agreed by the seller.
Our full terms and conditions (including all details regarding your right of cancellation) can be found here: https://www.cyberpowersystem.co.uk/company/warranty.aspx

Complaints:
Cyberpower UK is committed to providing every customer with the best possible experience both before, during and after placing orders. We strive for zero defects in products and the very highest levels of service. When something goes wrong we need our customers to inform us so we can review and improve accordingly.
This policy aims to provide a positive and constructive response to customer complaints and customer dissatisfaction. If you have a complaint, it is important you contact us and afford us the opportunity to resolve whatever issue may have arisen.
Staff at Cyberpower UK are empowered, and expected, to resolve issues with the minimum requirement of management escalation. We will always work to resolve issues swiftly, informally, and amicably.

Prevention:
The easiest way to resolve complaints is to prevent them. Many complaints come from a lack of communication, misunderstandings, and genuine human error. Cyberpower UK will seek to prevent the need for complaints:
- by monitoring information on the website to ensure it is as clear and as accurate as possible
- by monitoring and ensuring staff provide clear, honest, and accurate responses to any customer queries in order to manage customer expectations
- by monitoring internal processes, and staff compliance, to minimise incidents of human error affecting customers

Complaints Procedure:
Where prevention has not worked and you have an issue to report, we ask you contact us and afford us the chance to fix, or explain, the problem. We will always seek, initially, to do this informally as the vast majority of problems we encounter are very simple to resolve.
Whilst we absolutely appreciate any problems can lead to frustration and upset, we do ask any customers contacting us do so respectfully. Cyberpower UK has a policy of zero tolerance towards abuse of staff regardless of the issues facing the customer. This includes but is not limited to foul language, spamming, persistent shouting, threats etc.
To make a complaint, the best way to report an issue is by email (it is important to include your Web Order number or your system's Serial Number):
- sales@cyberpowersystem.co.uk
Once we receive this email:
- a ticket will be created automatically on your behalf
- you will receive an automated response confirming receipt of your email, including your unique Ticket ID reference
- Cyberpower UK staff will seek to respond to your query within four working hours and work with you, and management, to resolve your complaint as soon as possible
- once resolved your ticket will be closed and you will receive an automated to confirm closure of the ticket
Alternatively, to make a complaint you can give us a call on: 03333 237776
Monday to Friday: 9:00am to 5:30pm
Saturday, Sunday & Bank Holidays: Closed
You can also write to us at:
NXPower (UK) Ltd
Unit B11 Kingsway Interchange,
Eleventh Avenue,
Team Valley Trading Estate,
Gateshead,
NE11 0JY.

If we can't reach an agreement:
We want to be able to resolve your complaint to your full satisfaction. However, if you feel our response to your complaint does not fully address all your concerns, please let us know, so we can understand if there is anything more we can do.
Please contact us via email or alternatively any of the communication options detailed below:
- Telephone us on: 03333 237776
- Email on: complaints@cyberpowersystem.co.uk
- Write to us at:
NXPower (UK) Ltd
Unit B11 Kingsway Interchange,
Eleventh Avenue,
Team Valley Trading Estate,
Gateshead,
NE11 0JY.
Monday to Friday: 9:00am to 5:30pm
Saturday, Sunday & Bank Holidays: Closed
It is important you include with your complaint:
- your Web Order number or system Serial Number
- your name and address
- a telephone number (if available)
- as much detail about your issue(s) as possible to allow management to fully understand your point of view and to be better able to conduct internal investigations where required
On receipt of your complaint:
- a ticket will be created automatically on your behalf
- you will receive an automated response confirming receipt of your email, including your unique Ticket ID reference
- due to the nature of a formal complaint, time required for possible internal investigations required etc, Cyberpower UK management will seek to respond to your complaint within 5 working days (please note our opening times are 9am- 5.30pm Monday- Friday excluding public holidays) and work with you towards an amicable resolution
- where management deem appropriate, your complaint may be passed to the Sales, Service or Support team where staff will be expected to work with you towards a resolution
- once resolved your ticket will be closed and you will receive an automated to confirm closure of the ticket
- If you are still unhappy after further escalation and your item has been ordered via Novuna Personal Finance you can also contact Novuna directly to discuss the matter further.

Finance Related Complaints:
For finance related complaints, such as a complaint referring to how the product was purchased and is being repaid (i.e. affordability, APR, fees and charges), these complaints will be referred to Novuna within 1 working day of receipt. Novuna will acknowledge finance related complaints within 5 working days.
We will aim to resolve your complaint at the earliest opportunity. If we are unable to resolve it within 8 weeks of receipt, we will write to you explaining the reasons for the delay and give you an indication of when we expect to be able to provide a resolution. At this point if you are unhappy with the progress, you may refer your complaint to the Financial Ombudsman Service.
If you are not satisfied with our response to your complaint, you can refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of our final response email / letter to you.
They can be contacted in the following ways:
- Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR.
- Telephone: 0300 123 9123
- Email: complaint.info@financial-ombudsman.org.uk
Further details can be found on the Financial Ombudsman Service website: www.financial-ombudsman.org.uk

Review:
Complaints, their content and subsequent resolutions will be reviewed internally by Cyberpower UK on a regular basis. Where improvements can be reasonably implemented to better the customer experience we will seek to do so in a timely fashion.
This policy will be reviewed regularly to ensure best practice, industry guidelines and legal compliance.

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