Updated2 September 2026
This Warranty & Guarantee Policy explains the support available where equipment purchased or rented through DeskStack develops a fault.
It should be read alongside our Terms of Service, Refunds & Returns Policy, Shipping & Delivery Policy and, where applicable, the relevant 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.
Email: hello@deskstack.co.uk
02Our approach
We want equipment supplied by DeskStack to work properly and be suitable for normal business use.
How we deal with a fault depends on whether the equipment has been:
purchased outright; or
supplied under a DeskStack rental agreement.
Rental equipment is generally supported through our ongoing rental replacement service rather than through a traditional ownership-based warranty.
03Purchased equipment
Equipment purchased outright through DeskStack may be covered by:
a DeskStack guarantee specifically stated on the product page or order;
a manufacturer's warranty;
other contractual rights relating to the sale; and
statutory rights that apply under UK law.
The exact warranty or guarantee period may vary between products.
Where a specific duration is advertised for a product, that advertised duration will apply subject to the terms of the relevant guarantee.
04Manufacturer warranties
Some products may be covered by a manufacturer's warranty.
Manufacturer warranty periods and conditions vary by manufacturer and product.
Where appropriate, DeskStack may:
assist with identifying whether a manufacturer's warranty applies;
provide information needed to make a warranty claim;
handle the claim on your behalf; or
direct you to the manufacturer's support process.
A manufacturer's warranty is provided on the manufacturer's own terms.
The existence or expiry of a manufacturer's warranty does not automatically remove any separate legal rights that may apply to the transaction.
05DeskStack guarantees
Where a product page, quotation or order confirmation expressly states that equipment includes a DeskStack guarantee, that guarantee forms part of the terms on which the equipment was supplied.
Unless stated otherwise, a DeskStack guarantee is intended to cover qualifying hardware faults arising during normal use.
It does not normally cover accidental damage, misuse or other circumstances specifically excluded by this policy.
Where equipment is supplied to a consumer with a free guarantee, UK law requires the guarantee to be clear and does not allow it to replace the consumer's statutory rights.
06Business customers
DeskStack primarily supplies business customers.
Business purchasers have contractual and implied rights in relation to goods supplied to them, although the legal position differs from that applying to consumers.
Goods supplied under business contracts are generally expected to be as described, of satisfactory quality and fit for an agreed purpose, subject to the applicable contract and any lawful and reasonable limitations.
Nothing in this policy attempts to exclude liability where it would be unlawful or unreasonable to do so.
07Consumer customers
Although DeskStack primarily operates on a business-to-business basis, where we sell goods to someone who legally qualifies as a consumer, their statutory consumer rights apply.
A warranty or guarantee is additional to those statutory rights and does not replace them.
Consumer rights may apply where goods are:
faulty;
not of satisfactory quality;
not as described; or
not fit for their intended purpose.
The Consumer Rights Act 2015 provides statutory protections for qualifying consumer purchases.
08What a qualifying hardware fault may include
Depending on the equipment and circumstances, a qualifying hardware fault may include failure of components such as:
motherboard;
processor;
memory;
internal storage;
display;
charging circuitry;
USB or other ports;
keyboard;
trackpad;
internal wireless hardware;
monitor panel;
docking functionality;
power supply; or
another integral hardware component.
Whether a problem is covered will depend on the cause of the fault and the terms applicable to the equipment.
09What is not normally covered
Unless expressly agreed otherwise, warranty or fault support does not normally cover problems caused by:
accidental damage;
drops or impact damage;
cracked screens;
liquid damage;
fire;
excessive heat;
water ingress;
misuse;
neglect;
deliberate damage;
improper storage;
unauthorised repair;
significant unauthorised hardware modification;
unsuitable power supplies;
electrical damage caused by external equipment;
loss;
theft;
cosmetic wear;
software problems;
viruses or malware;
forgotten passwords;
account lockouts;
device-management enrolment;
customer data;
unsupported software;
network configuration;
third-party accessories; or
normal depletion of consumable components.
10Normal wear and tear
Normal cosmetic wear arising from reasonable use is not generally considered a hardware fault.
Examples can include:
light scratches;
minor marks;
slight surface wear;
keyboard shine;
minor case wear; and
other cosmetic signs that do not materially affect operation.
This is particularly relevant to refurbished and rental equipment.
11Batteries
Batteries are consumable components and naturally lose capacity over time.
Unless a specific battery guarantee is expressly stated, normal reduction in battery runtime through age and use is not necessarily considered a fault.
However, we may treat a battery as faulty where there is evidence of an abnormal defect, for example:
failure to charge;
unexpected shutdown;
significant swelling;
a safety issue; or
performance materially below what would reasonably be expected for the age and stated condition of the equipment.
For rental equipment, we will deal reasonably with batteries that deteriorate to the point where they materially interfere with normal business use.
12Refurbished equipment
Refurbished equipment has previously been used and may therefore show reasonable cosmetic signs of previous use.
These signs are not defects where they are consistent with the condition in which the product was advertised.
A refurbished item should still operate properly for its intended purpose.
Where refurbished equipment develops a qualifying hardware fault, we will handle the matter according to the applicable guarantee, contract or rental arrangement.
13New equipment
Equipment described as New should be unused and should materially match the condition and description shown when ordered.
If you believe an item sold as New has arrived in a materially different condition, please contact us as soon as reasonably possible.
14Reporting a fault on purchased equipment
If purchased equipment develops a fault, please contact DeskStack and provide where possible:
your name;
company name;
order number;
product;
serial number or service tag;
description of the fault;
when the issue began;
any error messages;
troubleshooting already attempted; and
photographs or video where useful.
This helps us diagnose the issue and determine the most suitable solution.
15Troubleshooting
We may ask you to perform reasonable troubleshooting before authorising a repair, return or replacement.
This may include:
restarting equipment;
checking cables;
testing another power supply;
installing relevant updates;
running manufacturer diagnostics;
resetting a device;
testing a different port or peripheral; or
providing diagnostic results.
We will not normally ask you to carry out anything that requires specialist technical knowledge or risks damaging the equipment.
16Remedies for purchased equipment
Where a qualifying fault is accepted, the appropriate solution may include:
technical support;
repair;
replacement;
an equivalent substitute;
partial refund; or
refund,
depending on:
the product;
age of the equipment;
nature of the fault;
applicable guarantee;
relevant contract; and
legal rights that apply.
We may choose the most reasonable remedy where the applicable contract permits us to do so.
17Repair
Where a repair is appropriate, equipment may need to be returned to DeskStack or another authorised repair location.
Repair times vary depending on:
the fault;
parts availability;
manufacturer support;
product type; and
specialist repair requirements.
We will try to complete or arrange repairs within a reasonable timeframe.
18Replacement
Where replacement is appropriate, we may provide:
the same model;
a later version;
a different model with broadly equivalent functionality; or
another mutually agreed product.
Where an identical item is no longer available, the replacement does not necessarily have to be identical in:
colour;
model;
manufacturer;
cosmetic appearance; or
exact technical specification,
provided that it represents an appropriate substitute in the circumstances.
19Replacement products under purchase guarantees
Where equipment is replaced under a DeskStack guarantee, the original guarantee period will normally continue from the original purchase date unless:
applicable law requires otherwise;
the applicable manufacturer warranty provides otherwise; or
we expressly agree a new guarantee period.
A replacement does not automatically restart an entirely new guarantee period.
20Refunds for purchased equipment
Where a refund is the appropriate remedy, it will normally be issued to the original payment method.
Refunds and purchased-product returns are also subject to our Refunds & Returns Policy.
21Rental equipment
Equipment rented from DeskStack is treated differently from equipment purchased outright.
The rental customer does not own the equipment.
Qualifying hardware faults arising during an active rental are generally dealt with through the DeskStack rental replacement service.
22Rental fault replacement service
If covered rental equipment develops a qualifying hardware fault, we aim to dispatch replacement equipment on the next working day after:
the issue has been reported;
reasonable troubleshooting has been completed where required; and
we have confirmed that replacement is appropriate.
Our goal is to minimise disruption to your business.
23Next-working-day replacement aim
Our next-working-day replacement service is a dispatch aim, not a guaranteed next-day delivery commitment.
For example, if a qualifying fault is confirmed on a working day and replacement stock is available, we will aim to dispatch the replacement on the next working day.
Actual delivery can be affected by:
the time the fault is reported;
troubleshooting requirements;
replacement stock availability;
courier collection times;
delivery location;
weekends;
bank holidays;
courier delays;
adverse weather; and
events outside our reasonable control.
24Replacement stock availability
We try to maintain access to suitable replacement equipment.
However, we cannot guarantee that the exact same model will always be available.
Where necessary, we may provide an alternative product that has broadly equivalent or better functionality.
For example, a Dell business laptop may in some circumstances be replaced with another suitable Dell, HP or Lenovo business laptop.
25Temporary replacement equipment
In some circumstances we may provide temporary replacement equipment while:
the original equipment is inspected;
repairs are undertaken;
an identical replacement is sourced; or
another issue is resolved.
Any temporary replacement remains DeskStack property and must be returned when requested.
26Faulty rental equipment must be returned
Where rental equipment is replaced because of a fault, the original equipment must normally be returned to DeskStack.
We will provide reasonable instructions for its return.
The customer must take reasonable care of faulty equipment while it is awaiting collection or return.
27Failure to return replaced equipment
Receiving a replacement does not transfer ownership of the faulty equipment to the customer.
If the original equipment is not returned when required, we may treat it as unreturned rental equipment and apply the remedies available under the Rental Agreement.
28Accidental damage to rental equipment
Accidental damage is not the same as a hardware fault.
Examples include:
dropped laptops;
cracked screens;
liquid spills;
broken ports caused by impact;
damaged cases;
crushed equipment; and
other physical damage caused by an external event.
If accidental damage occurs, contact DeskStack as soon as possible.
We may still arrange repair or replacement, but charges, excesses or other obligations may apply under the Rental Agreement.
29Loss and theft
The fault replacement service does not cover equipment that has simply been lost or stolen.
Loss and theft are dealt with under the Rental Agreement.
Where equipment is stolen, we may ask for:
a police report;
a crime-reference number;
details of the incident; and
reasonable supporting information.
30Customer-caused faults
Where inspection shows that an apparent fault was caused by:
misuse;
accidental damage;
inappropriate modification;
unsuitable accessories;
deliberate damage; or
another excluded cause,
we may charge reasonable costs in accordance with the applicable contract or Rental Agreement.
Before applying a material charge, we will explain the basis for it.
31No-fault-found returns
If equipment is returned as faulty but testing does not reproduce a hardware fault, we may:
carry out further troubleshooting;
return the equipment;
provide guidance;
agree an alternative solution; or
where permitted by the relevant contract, charge reasonable costs arising from an unnecessary return in cases of repeated or abusive claims.
We will not normally charge simply because an intermittent fault is difficult to reproduce where the customer has raised a genuine concern.
32Software issues
Hardware warranty and rental replacement support do not automatically cover software issues.
Examples include:
Windows configuration;
Microsoft 365 issues;
third-party applications;
malware;
driver conflicts;
corrupted customer files;
user profile issues;
network restrictions;
customer IT policies; or
unsupported software.
We may still help identify the likely cause, but additional IT support is not automatically included unless expressly agreed.
33Operating systems
Where a device is supplied with an operating system, we will aim for it to be properly installed and activated where applicable.
Customers may subsequently configure or reinstall the operating system.
Problems resulting solely from customer software changes or configuration are not necessarily hardware faults.
34Business data
Customers are responsible for maintaining backups of their business and personal data.
Repair or replacement may require a device to be:
reset;
wiped;
reformatted;
reinstalled; or
exchanged.
DeskStack cannot guarantee preservation or recovery of data stored locally on faulty equipment.
35Data removal before return
Where possible, customers should remove their data before returning equipment.
This may include:
backing up files;
logging out of accounts;
removing saved credentials;
removing SIM cards;
removing memory cards;
disabling activation locks; and
removing organisational device-management enrolment.
Where a fault prevents this, please tell us when reporting the issue.
36Data erasure by DeskStack
Returned rental equipment may be securely erased, reset or reimaged before it is redeployed.
Customers should assume that any data left on returned equipment may be permanently deleted.
37Account and activation locks
The warranty or replacement service does not cover problems caused solely by:
forgotten passwords;
Microsoft account locks;
Apple activation locks;
Google account locks;
BIOS passwords added by the customer;
mobile-device-management restrictions;
Windows Autopilot enrolment created by the customer's organisation; or
other customer-controlled security restrictions.
Customers must reasonably cooperate in removing these restrictions when equipment is returned.
38Unauthorised repairs
If equipment is opened or repaired by an unauthorised third party, this does not automatically invalidate every possible claim.
However, we may decline cover where the third-party repair or modification:
caused the fault;
worsened the fault;
prevents reasonable diagnosis;
damaged the equipment; or
invalidated an applicable manufacturer warranty.
Please contact DeskStack before arranging significant hardware repair to rental equipment.
39Accessories
Accessories such as:
chargers;
docks;
keyboards;
mice;
headsets;
power supplies;
cables; and
adapters
may also be covered for qualifying faults where they were supplied by DeskStack.
The applicable remedy will depend on whether the accessory was purchased or rented.
40Consumables
Consumable or naturally degrading items may have different coverage.
Examples may include:
batteries;
printer consumables;
replaceable ear cushions;
other components expected to wear through ordinary use.
Normal wear is not necessarily a fault.
41Physical inspection
We may inspect returned equipment before confirming whether a fault is covered.
This may include checking:
serial numbers;
service tags;
external condition;
liquid indicators;
internal components;
diagnostic logs;
manufacturer diagnostics;
damage;
missing parts;
asset labels; and
signs of unauthorised work.
42Serial numbers and equipment identity
Warranty and guarantee support applies to the equipment originally supplied.
We may refuse a claim or investigate further where:
the serial number does not match our records;
identifying labels have been intentionally altered;
the item has been substituted; or
there is reasonable evidence of fraudulent activity.
43Proof of purchase
For purchased equipment, we may ask for reasonable evidence that the product was purchased from DeskStack.
This may include:
order number;
invoice;
receipt;
payment record; or
other evidence.
For rental equipment, the relevant rental account or asset record will normally identify the equipment.
44Transfer of purchased equipment
Unless the specific guarantee states otherwise, a voluntary DeskStack guarantee provided to the original business purchaser may not automatically transfer to a later purchaser if the equipment is resold.
Manufacturer warranties may have their own transfer rules.
This does not affect any rights that a subsequent purchaser has against their own seller.
45Transfer of rental equipment
Rental equipment must not be sold or permanently transferred to another party.
The customer may allow authorised employees or contractors to use it for legitimate business purposes, subject to the Rental Agreement.
46Geographic coverage
Our standard support and replacement service is designed primarily for equipment located at approved addresses within the United Kingdom.
Additional time, cost or restrictions may apply to equipment located:
offshore;
in remote UK areas; or
outside the United Kingdom.
Rental equipment must not normally be permanently taken outside the UK without our prior agreement.
47Replacement delivery
Delivery of replacement equipment is governed by our Shipping & Delivery Policy.
Where we say we aim to dispatch a replacement on the next working day, this refers to dispatch, not guaranteed receipt.
48Packaging returns
Equipment being returned should be packaged securely.
Where possible, use:
suitable protective packaging;
adequate padding;
a strong outer box; and
any return label supplied by DeskStack.
The customer should take reasonable steps to avoid further damage during return transport.
49Manufacturer recalls
If we become aware of a relevant manufacturer safety recall affecting equipment supplied by DeskStack, we may contact affected customers where reasonably possible.
Customers should follow any safety instructions we or the manufacturer provide.
We may arrange:
inspection;
replacement;
repair;
return; or
another appropriate remedy.
50Safety-related faults
If equipment appears unsafe, stop using it and contact DeskStack.
Examples may include:
battery swelling;
overheating;
exposed electrical parts;
smoke;
burning smell;
damaged mains wiring; or
another apparent electrical safety risk.
Do not continue using equipment that you reasonably believe poses a safety risk.
51PAT testing and electrical checks
Where applicable, rental electrical equipment will be safety checked and PAT tested as appropriate before dispatch.
PAT testing is not itself a guarantee that equipment can never subsequently develop a fault.
Customers remain responsible for normal workplace safety obligations while the equipment is in use.
52Business continuity
Although our rental replacement service is designed to reduce downtime, we cannot guarantee uninterrupted use of every item of equipment.
Businesses with critical requirements should maintain appropriate business-continuity arrangements.
This might include:
spare equipment;
cloud backups;
alternative access devices; and
appropriate IT contingency planning.
53Indirect business losses
Our warranty and replacement service is intended to repair or replace faulty equipment.
Subject to our Terms of Service and applicable law, it does not constitute a guarantee against every consequential business loss arising from equipment failure.
Any liability limitations are governed by our Terms of Service.
54Fraudulent claims
We reserve the right to investigate where we reasonably suspect:
deliberate damage;
product substitution;
false fault reports;
manipulated serial numbers;
fraudulent photographs;
fabricated theft claims; or
other abuse of the warranty or replacement process.
We may refuse claims where we have reasonable evidence that they are fraudulent.
55Repeated faults
Where the same rental item repeatedly develops qualifying faults, we may replace it permanently with another appropriate unit rather than continuing to repair or return the same device.
For purchased equipment, repeated faults will be handled according to the applicable guarantee, contract and legal rights.
56Products no longer available
Technology changes quickly and some models become unavailable.
If an identical replacement cannot reasonably be sourced, we may offer an equivalent or better alternative.
We will consider the important functionality of the original product when selecting an alternative.
57Changes to rental equipment specifications
A rental replacement may differ in non-essential respects from the original.
For example:
an Intel processor may be a newer generation;
storage capacity may be greater;
memory may be greater;
a monitor may be a newer equivalent model; or
a dock may be replaced with a functionally equivalent device.
We will aim to avoid materially reducing the customer's functionality.
58Upgrades are separate from faults
A customer wanting a faster laptop, larger monitor or different specification is not the same as reporting a fault.
Upgrades or changes to a DeskStack rental may be available separately.
Any additional price, minimum term or equipment-return requirement will be confirmed before the change is made.
59End of rental
The rental replacement service applies while the relevant Rental Agreement remains active and the customer's obligations under it continue.
Once a rental ends and the equipment is returned, the customer no longer has an ongoing right to replacement equipment under that rental.
60Outstanding accounts
Where there is a significant overdue payment or serious breach of the Rental Agreement, we may deal with support and replacement requests in accordance with that agreement.
We will not use this provision to avoid dealing appropriately with an urgent equipment safety issue.
61No extension of ownership rights
Providing repairs or replacement equipment during a rental does not transfer ownership to the customer.
All rental equipment remains the property of the owner identified in the Rental Agreement.
62Relationship with our Refunds & Returns Policy
This policy deals primarily with faults, warranties and guarantees.
Our Refunds & Returns Policy covers matters such as:
unwanted purchased products;
incorrect products;
purchase returns;
refunds;
rental returns; and
end-of-rental equipment returns.
The two policies should be read together.
63Relationship with the Rental Agreement
For rental equipment, the applicable Rental Agreement takes priority where there is any conflict between that agreement and this general policy.
The Rental Agreement sets out the contractual obligations concerning matters including:
rental payments;
ownership;
minimum term;
damage;
theft;
loss;
equipment returns; and
default.
64Relationship with statutory rights
Nothing in this policy removes any legal right that cannot lawfully be excluded.
For qualifying consumers, warranties and guarantees are additional to statutory rights rather than substitutes for them.
For business customers, implied rights may also arise, subject to applicable contractual terms and the reasonableness requirements applying to business contracts.
65How to make a warranty or fault claim
To report a fault, contact:
DeskStack
Email: hello@deskstack.co.uk
Please provide where available:
your name;
business name;
order or rental reference;
affected product;
serial number or service tag;
description of the problem;
when the problem began;
photographs or video if relevant; and
details of troubleshooting already attempted.
We will then advise you of the appropriate next step.
66Do not send equipment without instructions
Please contact DeskStack before sending equipment back.
We may need to provide:
a return label;
courier collection;
a particular return address;
troubleshooting instructions; or
replacement arrangements.
Sending equipment without authorisation may delay the process.
67Changes to this policy
We may update this Warranty & Guarantee Policy from time to time to reflect changes to:
products;
manufacturers;
rental services;
replacement processes;
operational procedures;
applicable law; or
regulatory guidance.
The latest version will be published on the DeskStack website with the date it was last updated.
Changes to this general policy will not remove specific contractual rights already granted under an existing order or Rental Agreement unless the relevant contract and applicable law permit the change.
68Contact us
For warranty, guarantee or rental fault support, contact:
DeskStack
A trading name of Cave Direct Technology Ltd
Company number: 14899593
Email: hello@deskstack.co.uk