Updated2 September 2026
This Refunds & Returns Policy explains how DeskStack handles returns, refunds, faulty products, cancelled orders and the return of rental equipment.
It should be read alongside our Terms & Conditions, Shipping & Delivery Policy and, where applicable, your DeskStack Rental Agreement.
01Who we are
DeskStack is a trading name and brand operated by:
Cave Direct Technology Ltd
Company number: 14899593
In this policy, references to “DeskStack”, “we”, “us” or “our” mean Cave Direct Technology Ltd trading as DeskStack.
02Business customers
DeskStack is primarily a business-to-business service.
Our rental services are intended for businesses, organisations, sole traders and other customers acquiring equipment for business purposes.
Business customers do not automatically have the same change-of-mind cancellation rights that apply to consumers buying goods online.
Nothing in this policy limits any legal right or remedy that cannot lawfully be excluded or restricted.
03Purchased equipment
This section applies where equipment is purchased outright from DeskStack rather than rented under a monthly Rental Agreement.
If you wish to return purchased equipment, please contact us before sending anything back.
We will provide return instructions and, where appropriate, a return reference.
Please do not send goods to us without first contacting DeskStack.
04Change-of-mind returns for business purchases
Unless we have expressly agreed otherwise, business customers do not have an automatic right to return correctly supplied equipment simply because they have changed their mind, no longer require the item or ordered the wrong product.
However, we want to deal with customers reasonably.
Where a business customer contacts us promptly after delivery, we may agree to accept a change-of-mind return at our discretion.
Any discretionary return may be subject to conditions including that the product is:
unused or only reasonably inspected;
complete;
undamaged;
in resaleable condition;
returned with all accessories;
returned with manuals and documentation;
returned with original packaging where reasonably possible; and
returned securely.
We will confirm whether a return has been accepted before you send the equipment back.
05Consumer purchases
Although DeskStack is primarily a business service, if we enter into a transaction with an individual who legally qualifies as a consumer, that person's statutory consumer rights will apply.
For qualifying distance purchases, consumers will generally have a 14-day cancellation period after receiving the goods, subject to applicable exclusions. After notifying the trader of cancellation, the consumer generally has a further 14 days to return the goods.
Nothing in this policy removes or reduces statutory consumer rights.
06Faulty purchased equipment
If equipment purchased from DeskStack is faulty, please contact us as soon as reasonably possible.
Tell us:
your order number;
the product affected;
the nature of the fault;
when the fault first occurred; and
any troubleshooting already attempted.
We may ask for photographs, videos, diagnostic information or other reasonable information to help us understand the problem.
Depending on the circumstances and your applicable rights, we may offer an appropriate remedy such as:
troubleshooting;
repair;
replacement;
partial refund; or
full refund.
For consumer transactions, goods that are faulty, not as described or not fit for their intended purpose are subject to statutory protections.
For business transactions, the applicable contract and relevant law will apply.
07Incorrect products
If we have sent you the wrong product, please contact DeskStack as soon as possible.
Where the error is ours, we will normally arrange an appropriate return and either:
send the correct product;
offer an agreed alternative; or
provide an appropriate refund.
Please keep the product and its packaging in reasonable condition while we arrange the return.
08Products damaged during delivery
If an item arrives damaged, please tell us as soon as reasonably possible.
Where possible, please provide photographs showing:
the external packaging;
the shipping label;
any damage to the packaging;
the equipment itself; and
the area of damage.
Please do not dispose of the original packaging until we confirm that it is no longer required.
This information may be needed for us to investigate the delivery with the courier.
09Missing items
If part of an order appears to be missing, please check whether the order was dispatched in multiple parcels.
If all parcels have been delivered and an item is still missing, contact DeskStack and we will investigate.
We may ask for photographs of the parcel, packaging, shipping label and items received.
10Condition of returned purchases
Where a purchased product is returned, you are responsible for taking reasonable care of the equipment until it reaches us.
Returned equipment should be appropriately packaged to protect it during transport.
Where a discretionary business return is accepted and equipment has been damaged, excessively handled, used beyond reasonable inspection, modified or returned incomplete, we may reduce or refuse any discretionary refund to reflect the resulting loss in value.
This does not affect any rights that cannot legally be excluded.
11Accessories and packaging
Where reasonably possible, returned products should include everything originally supplied, including:
chargers;
power supplies;
cables;
adapters;
stands;
accessories;
manuals;
removable components; and
original packaging.
Missing components may affect the amount we are able to refund where the return is discretionary.
12Data on returned devices
Before returning a purchased or rental device, customers should remove their personal and business data where reasonably possible.
This may include:
logging out of accounts;
removing locally stored files;
removing saved passwords;
removing SIM cards;
removing memory cards;
disabling activation locks;
removing device-management enrolment where applicable; and
performing an appropriate reset.
Customers are responsible for maintaining backups of information they need.
DeskStack is not intended to provide a data-storage or backup service.
Where returned equipment contains data, we may erase or reset the device as part of our processing.
13Security and device locks
Devices returned to DeskStack should not remain intentionally locked to a customer's:
Apple ID;
Microsoft account;
Google account;
mobile-device-management system;
Windows Autopilot tenant;
BIOS password;
activation lock; or
other account or management platform.
If a returned device remains locked or enrolled and this prevents us from using, testing or redeploying it, we may ask the customer to remove the restriction.
For rental equipment, failure to remove such restrictions may be dealt with under the Rental Agreement.
14Return shipping for purchased equipment
Responsibility for return shipping depends on the reason for the return.
Where equipment is being returned because we supplied the wrong item or because of an accepted fault for which we are responsible, we will normally provide or arrange an appropriate return method.
For discretionary business change-of-mind returns, the customer may be responsible for the cost and risk of returning the equipment unless we agree otherwise.
Where statutory consumer cancellation rights apply, responsibility for return costs will be determined by the applicable law and information provided at the time of purchase.
15Proof of return
Where you arrange a return yourself, we strongly recommend using a tracked and appropriately insured delivery service.
Please retain proof of postage and tracking information until the return has been completed.
We cannot process a return for equipment that we have not received unless there is sufficient evidence demonstrating what happened to the parcel.
16Inspection of returned purchases
Returned products may be inspected before a refund is issued.
We may check:
serial numbers;
product identity;
physical condition;
accessories;
packaging;
functionality;
account locks;
signs of misuse;
signs of damage; and
whether the item corresponds to the equipment originally supplied.
This helps protect both DeskStack and our customers against mistakes and fraudulent returns.
17Refund method
Where a refund is due, we will normally issue it to the original payment method used for the transaction.
We may use another method where this is appropriate and agreed with the customer.
Refunds may take additional time to appear after we process them because of the customer's bank or payment provider.
18Refund timescales
Once we have received and inspected a business return and agreed that a refund is due, we aim to process the refund promptly.
The time taken for funds to appear in your account can vary depending on your bank, card issuer or payment provider.
Where statutory consumer refund deadlines apply, we will comply with those requirements. For qualifying online consumer purchases, refunds following cancellation are generally due within the statutory timeframe prescribed by the Consumer Contracts Regulations.
19Original delivery charges
Where a discretionary business return is accepted, any original enhanced, specialist or additional delivery charge is not normally refundable unless we agree otherwise.
Where goods are faulty, incorrectly supplied or consumer law requires delivery costs to be refunded, we will deal with those costs in accordance with the circumstances and applicable law.
20Rental equipment is different from a purchase return
Equipment supplied under a DeskStack Rental Agreement remains the property of the equipment owner identified in that agreement.
Returning rental equipment is therefore not the same as returning a purchased product for a refund.
The customer's payment, cancellation and return obligations are governed primarily by the Rental Agreement.
21Cancelling a rental before dispatch
If you wish to cancel a rental order before equipment has been dispatched, contact DeskStack as soon as possible.
Whether the rental can be cancelled without charge will depend on:
whether the Rental Agreement has been entered into;
whether the minimum rental term has begun;
whether equipment has already been prepared or allocated;
whether equipment has been dispatched; and
the terms of the Rental Agreement.
Where we agree that a rental has been cancelled before it begins and a refundable payment has already been taken, we will arrange the appropriate refund.
22Minimum rental term
DeskStack rentals may be subject to a minimum rental period.
Returning equipment early does not automatically cancel the remaining payment obligations under the Rental Agreement.
The applicable minimum term, cancellation requirements and notice period will be shown in or form part of your Rental Agreement.
23Returning rental equipment at the end of a rental
When a rental ends, the customer must return the rental equipment in accordance with the Rental Agreement and any return instructions supplied by DeskStack.
We may:
provide a prepaid return label;
arrange courier collection;
provide return instructions; or
agree another suitable return method.
The equipment should be appropriately packaged and made available for return within the required timeframe.
24Condition of returned rental equipment
We understand that rental equipment will experience reasonable wear during normal business use.
Customers will not ordinarily be charged simply because equipment shows reasonable signs of normal use.
However, the customer may be responsible for damage, loss, missing components or deterioration beyond reasonable wear and tear where provided for in the Rental Agreement.
Examples may include:
cracked screens;
significant impact damage;
liquid damage;
missing chargers;
missing accessories;
deliberate damage;
unauthorised modification;
severe cosmetic damage;
equipment that has been dismantled;
missing components; or
damage caused by misuse.
Any charges will be dealt with in accordance with the Rental Agreement.
25Faulty rental equipment
If a covered rental item develops a qualifying fault, please contact DeskStack rather than simply returning the item.
We may first carry out reasonable troubleshooting.
Where a replacement is appropriate, we aim to dispatch replacement equipment on the next working day after the fault has been confirmed.
This is a next-working-day dispatch aim, not a guaranteed next-day delivery service.
The replacement may be the same model or an equivalent product with broadly comparable functionality and specifications.
26Returning faulty rental equipment
Where replacement rental equipment is provided, the faulty equipment remains DeskStack property and must normally be returned.
We will provide reasonable return instructions.
Customers must take reasonable care of the faulty equipment while it is awaiting return or collection.
Failure to return replaced equipment may result in charges or recovery action under the Rental Agreement.
27Accidental damage to rental equipment
Accidental damage is not automatically treated as a product fault.
If rental equipment is accidentally damaged, contact DeskStack as soon as possible and explain what happened.
We will advise you of the next steps.
Any liability, excess, repair charge or replacement charge will be determined in accordance with the applicable Rental Agreement.
28Lost or stolen rental equipment
If rental equipment is lost or stolen, please notify DeskStack as soon as possible.
For theft, we may ask you to report the matter to the police and provide a crime-reference number where appropriate.
Loss or theft does not automatically terminate the Rental Agreement or the customer's obligations.
The applicable process and any charges will be governed by the Rental Agreement.
29Rental equipment that is not returned
Rental equipment remains the property of its owner and must be returned when required under the Rental Agreement.
If equipment is not returned, we may:
contact the customer;
contact an authorised representative;
contact a guarantor where applicable;
continue applicable charges where permitted by the Rental Agreement;
request the immediate return of the equipment;
arrange recovery;
charge amounts provided for in the Rental Agreement;
seek compensation for the equipment;
use debt-recovery services;
commence legal proceedings; or
take other lawful recovery action.
We would always prefer to resolve return problems directly with the customer wherever possible.
30Replacement or upgraded rental equipment
Where rental equipment is replaced or upgraded, the original equipment must normally be returned unless DeskStack expressly agrees otherwise.
Receiving replacement equipment does not transfer ownership of the original equipment to the customer.
31Deposits
Where a deposit has been taken in connection with a rental, any refund of that deposit will be dealt with according to the Rental Agreement.
Before returning a refundable deposit, we may need to confirm that:
all rental equipment has been returned;
equipment has been inspected;
there are no outstanding rental payments;
there are no unresolved damage or loss charges; and
there are no other amounts properly due under the agreement.
Where no deductions are required, we aim to return refundable deposits promptly after the rental has been fully closed.
32Personal guarantees
A return or refund does not automatically release a guarantor from obligations that have already arisen under a valid Personal Guarantee.
Any guarantee will be dealt with according to its own terms and the relevant Rental Agreement.
33Refurbished products
Some products supplied by DeskStack are refurbished.
The product condition will be stated where applicable.
A refurbished product may have minor cosmetic signs of previous use that are consistent with its stated condition.
Normal cosmetic characteristics of properly described refurbished equipment are not necessarily defects.
This does not affect rights relating to equipment that is materially faulty, incorrectly described or otherwise does not meet the applicable contractual requirements.
34New products
Products described as New are expected to meet the condition description shown at the time of purchase.
Packaging condition may occasionally vary as a result of storage, distribution or inspection, but we will not knowingly describe used equipment as new.
If you believe the condition received materially differs from its description, please contact us.
35Product serial numbers
DeskStack may record serial numbers or other unique asset identifiers before equipment is dispatched.
Returned equipment must correspond to the product originally supplied.
We may refuse a refund or investigate further where the serial number or identifying information does not match our records.
36Fraudulent or abusive returns
We reserve the right to investigate returns where there is reasonable evidence of:
product substitution;
serial-number manipulation;
deliberate damage;
false claims;
missing components;
unauthorised modifications;
fraudulent payment activity; or
other attempted abuse.
Where appropriate, we may withhold a discretionary refund while a legitimate investigation is undertaken.
Nothing in this section allows us to withhold a refund where doing so would be contrary to applicable law.
37Manufacturer warranties
Some purchased equipment may also be covered by a manufacturer's warranty.
Where appropriate, we may assist you in identifying the relevant warranty process.
A manufacturer's warranty is separate from any legal rights that apply to the transaction.
For consumer transactions, a warranty does not replace statutory rights concerning faulty goods.
38Business-specific and configured orders
Where equipment has been specially sourced, configured or prepared specifically for a business customer's requirements, we may not be able to accept a discretionary change-of-mind return.
This can include certain:
custom configurations;
special-order products;
bespoke bundles;
equipment sourced specifically for the customer; or
other non-standard orders.
We will try to make any material restrictions clear before accepting the order.
This does not affect rights relating to faulty or incorrectly supplied goods.
39Cancelling before a purchased order is dispatched
If you want to cancel a purchase before it has been dispatched, contact us as soon as possible.
Where the order has not yet been processed or dispatched, we will normally try to stop it.
If the order has already entered the dispatch process, it may need to be handled as a return instead.
40Refused deliveries
Refusing a parcel does not necessarily amount to valid cancellation of a business order or rental.
If you wish to cancel an order, please contact DeskStack directly so that we can confirm the correct process.
Where a parcel is returned to us following an unauthorised refusal, reasonable additional delivery or handling costs may apply where permitted under the contract.
41How to request a return
To request a return, contact:
DeskStack
Email: hello@deskstack.co.uk
Please provide where available:
your name;
company name;
order or rental reference;
product being returned;
serial number if known;
reason for the return; and
details or photographs of any fault or damage.
We will then provide the appropriate next steps.
42Do not return equipment without instructions
Please contact us before returning equipment.
Different products and situations may require different return locations, couriers or procedures.
Sending equipment to an address without receiving return instructions may delay the return or refund process.
43Our right to amend this policy
We may update this Refunds & Returns Policy from time to time to reflect changes to:
our products;
rental services;
courier arrangements;
operational processes;
applicable law; or
regulatory guidance.
The latest version will be published on the DeskStack website with the date on which it was last updated.
For an existing rental, the relevant Rental Agreement takes priority if there is any conflict between this policy and an expressly agreed term of that agreement.
44Contact us
If you have a question about a purchase, rental, return, refund or faulty item, please contact:
DeskStack
Cave Direct Technology Ltd
Company number: 14899593
Email: hello@deskstack.co.uk