• Parts: The replacement component(s) needed to fix a confirmed hardware fault.

• Labour: Diagnostics, repair work, fitting/replacement, testing, and verification

During labour-only periods, we still:

• Diagnose the fault

• Carry out the repair work

• Fit parts if needed

But:

• Replacement parts are chargeable if required to complete the repair.

• Months 1–12: If a part fails under normal use, parts and labour are covered.

• Months 13–36: Labour is covered, but any required replacement parts are chargeable.

For New PCs in Months 1–24, we can arrange courier collection and return only if the customer has:

• The original outer shipping box, and

• The original internal protective packaging (foam/inserts)

This is to ensure the system can be transported safely.

• During Months 1–24 (New PCs): the claim becomes return to base, or we may offer replacement packaging at cost (if available).

• During Months 25–36 (New PCs): it is return to base regardless.

“Return to base” means the customer is responsible for returning the PC to Andromeda PC Gaming for assessment/repair. We’ll then advise the next steps for returning it back after repair.

No — warranty covers hardware faults only.

Software issues are not covered (Windows, drivers, applications, viruses/malware, third-party software conflicts), but we may offer limited software support at our discretion.

No. Customers should back up important files before returning a system. We are not responsible for data loss.

If we confirm the fault may require supplier/manufacturer approval:

• The component may be sent for inspection

• If approved, it will be replaced under the supplier/manufacturer process

• If rejected (e.g., physical damage/tampering), the part may be returned unrepaired and costs may apply

Claims may be rejected if we find evidence of:

• Tampering/modification/unauthorised repair

• Incorrect installation/removal of components

• Damage from misuse, neglect, improper maintenance, or improper cleaning

• Third-party parts installed after purchase that caused or contributed to the fault

• Physical/liquid/impact damage

• Pest/vermin/pet damage

• Operation outside normal conditions

Yes. Overclocking CPU or GPU voids the warranty.

No. Transit damage is not covered.

Customers must ensure the system is packaged securely. This is why we require original packaging for collection/return eligibility (New PCs Months 1–24).

Refurbished gaming PCs include a brand-new power supply to ensure reliable power delivery

• Order details (name/order number)

• Fault description and when it occurs

• Photos/videos if relevant (e.g., boot errors, physical issues)

• Any troubleshooting already done

A hardware fault is a component or part of the PC not operating as intended under normal use, where the issue can be reproduced and verified through diagnostics or testing.

Graphics Card (GPU) examples of a hardware fault include:

• Repeated crashes or black screens under load that persist after driver reinstall and standard checks

• Visual artefacts (coloured blocks/lines), corruption, or driver timeouts during normal gaming

• A GPU fan not spinning, abnormal overheating caused by a faulty fan/cooler, or the card failing to boost/operate normally due to a confirmed defect

• The GPU not being detected correctly in BIOS/Windows despite correct installation and standard troubleshooting

Not usually classed as a hardware fault on its own:

• FPS being lower than a YouTube benchmark using different settings or drivers

• Performance changes caused by game updates/patches

• Software issues (Windows, drivers, apps, malware)

• Cosmetic wear, dust build-up, or damage from misuse/cleaning/third-party parts

If you report a possible fault, we’ll guide you through quick checks and then verify the issue in our workshop if needed.

We take performance concerns seriously — but FPS varies depending on game patches, settings, resolution, drivers, background apps, and optimisation.

If you believe your PC is performing lower than expected:

1. We’ll ask for your game name, resolution, graphics preset, and whether DLSS/FSR/XeSS and Ray Tracing are enabled.

2. We may request a quick screenshot of in-game settings, plus a basic benchmark result (e.g., a standard GPU/CPU benchmark).

3. We will compare your results against an expected performance range for your exact spec using matching settings.

If performance is low due to a fault or configuration issue, we’ll fix it under warranty where applicable (e.g., driver issue, incorrect BIOS settings, thermal throttling caused by a failed fan, unstable hardware).

If the system is operating normally and results fall within a reasonable range, it will not be treated as a hardware fault. In this case, we can still help with recommended settings and optimisation guidance (limited software support).

For New PCs, we provide collection and return delivery in Months 1–24 only if the customer has kept and uses the original packaging.

Original packaging means:

• The original outer shipping box, and

• The original internal protective packaging (foam/inserts)

From Months 25–36, warranty is return to base (the customer returns the PC to us).

If original packaging isn’t available during Months 1–24, the claim becomes return to base, or replacement packaging costs may apply if we can supply it.