Frequently Asked Questions
General Information
Q: What is MS Hardware?
MS Hardware is a leading UK retailer of refurbished, custom-built enterprise IT hardware. Since 2024, we’ve supplied high-quality servers, workstations, networking gear, and more — shipped . Based in Birmingham, we offer fast delivery, expert service, and over 1,000 components in stock.
Shipping & Tracking
Q: Can i track my order when its dispatched from warehouse?
Yes, you can track your order once its been processed and dispatched from our warehouse, if your order is placed by 1pm, your order is dispatched the very same day by our trusted delivery companies.
Warranty & Returns
Q: What Warrenty do i get with MS Hardware?
At MS Hardware all products come with a 90 day warranty, if your product becomes faulty or stops working within the 90 day warranty period, we will replace your faulty item or offer a like for like exchange, if we are unable to provide you with a replacement we will offer you a full refund of the value of the item excluding postage costs.
Technical Support
Q: Do i get support when buying products from MS Hardware?
Yes, at MS Hardware we will offer you technical support, for any reason your facing problems with your products you have brought from us.
Customer Service
Q: How do i contact customer services?
You can contact customer service by email – [email protected]
Warranty & Returns
At MS Hardware, we subject all our custom-built systems and individual components to rigorous quality testing at every stage of the process. This meticulous approach ensures that every product meets the highest standards, providing our customers with a reliable guarantee and allowing us to confidently offer industry-leading warranties across all our refurbished systems.
Return to Base (RTB) Warranties
Our Return to Base (RTB) warranties are valid within the UK, starting from the date you receive your product(s). This type of warranty requires the customer to return the product to us for repair or replacement, with the cost and responsibility of shipping covered by the customer. You can view the full terms and conditions for our Return to Base warranties on our Terms and Conditions page.
Please note, the warranties outlined below apply to all orders placed on or after 1st Feb 2024. For orders placed prior to this date, please contact our support team for detailed warranty information.
Servers &
Workstations
Our Return to Base (RTB) warranties are valid within the UK, starting from the date you receive your product(s). This type of warranty requires the customer to return the product to us for repair or replacement, with the cost and responsibility of shipping covered by the customer. You can view the full terms and conditions for our Return to Base warranties on our Terms and Conditions page.
Please note, the warranties outlined below apply to all orders placed on or after 1st Feb 2024. For orders placed prior to this date, please contact our support team for detailed warranty information.
Storage Arrays
Our Return to Base (RTB) warranties are valid within the UK, starting from the date you receive your product(s). This type of warranty requires the customer to return the product to us for repair or replacement, with the cost and responsibility of shipping covered by the customer. You can view the full terms and conditions for our Return to Base warranties on our Terms and Conditions page.
Please note, the warranties outlined below apply to all orders placed on or after 1st Feb 2024. For orders placed prior to this date, please contact our support team for detailed warranty information.
Network Switches
Our Return to Base (RTB) warranties are valid within the UK, starting from the date you receive your product(s). This type of warranty requires the customer to return the product to us for repair or replacement, with the cost and responsibility of shipping covered by the customer. You can view the full terms and conditions for our Return to Base warranties on our Terms and Conditions page.
Please note, the warranties outlined below apply to all orders placed on or after 1st Feb 2024. For orders placed prior to this date, please contact our support team for detailed warranty information.
Components & Non-Complete System Parts
Our Return to Base (RTB) warranties are valid within the UK, starting from the date you receive your product(s). This type of warranty requires the customer to return the product to us for repair or replacement, with the cost and responsibility of shipping covered by the customer. You can view the full terms and conditions for our Return to Base warranties on our Terms and Conditions page.
Please note, the warranties outlined below apply to all orders placed on or after 1st Feb 2024. For orders placed prior to this date, please contact our support team for detailed warranty information.
Return Merchandise Authorisation (RMA)
During the warranty period, we offer support through phone, email, and live chat. If troubleshooting cannot resolve your issue, we will provide an RMA (Return Merchandise Authorisation) number and request that you return the part or system to us for testing and replacement.
The cost and responsibility for return shipping, as well as ensuring the safe transport of the product, lie with the customer. An RMA number must be obtained from our support team prior to returning any items, and this number should be clearly displayed on the exterior of the packaging. We aim to repair or replace the product(s) and dispatch them back to you within 7 working days of receiving the return.
For full warranty details, please refer to our Terms and Conditions page. You can initiate a return filling out the form on our Contact Us page or email us directly at [email protected].
Faulty, Incomplete or Incorrect Orders
If you encounter a problem with your order, please contact us as soon as possible, providing your order or invoice number along with a detailed description of the issue. While mistakes and problems can occasionally occur, we are committed to resolving any concerns promptly and efficiently.
If your goods arrive damaged in transit or with missing components, you must notify us within 24 hours of receiving your order.
For the quickest and most effective response, we recommend reaching out to us via email, either through the contact form on our website or directly at [email protected].
If we are unable to resolve your issue through remote troubleshooting or assistance, we will provide you with an RMA (Return Merchandise Authorisation) number to facilitate the return of the goods.
Cancellation & Cooling Off Period
If you wish to cancel your order, please notify us immediately, before it is sent to our warehouse for processing. In this case, we will issue a full refund to your payment method without any charges. If your order has already been assembled and dispatched, you have the legal right as a consumer to cancel the contract under consumer protection laws within fourteen working days, starting from the day after you receive the product(s).
Please note, the ‘Cooling-Off Period’ applies only to consumers and does not extend to business customers. We do not charge a restocking fee for refurbished goods returned in their original condition within the cooling-off period. However, the cost and responsibility of return shipping, including ensuring safe transport, lie with the customer.
For full details, please refer to our refunds policy in the Terms and Conditions.
Privacy Policy
This Privacy Policy explains how MS Hardware collects, uses and safeguards the information you provide when using our website. We are committed to protecting your privacy, and any information you share with us will be used strictly in accordance with this policy.
If we request information that can identify you, rest assured it will only be used as outlined in this statement. Please note that this policy may be updated periodically, and we encourage you to review this page regularly to stay informed about any changes.
What We Collect
We store the following information:
• Name and title
• Contact information, including email address
• Demographic information, such as postcode, preferences, and interests
• Other information relevant to customer purchases
For a comprehensive list of the cookies we collect, please see the details provided at the bottom of this page.
Why We Collect This Information
We collect this information to better understand your needs and provide you with improved service. Specifically, we use it for the following purposes:
• Maintaining accurate internal records.
• Storing your order details for accounting, support, and warranty purposes.
• Occasionally sending promotional emails about new products, special offers, or other updates we believe may interest you.*
*These emails are only sent if you have completed a double opt-in process. If this process is not completed, we will not use your contact details for any marketing purposes.
Security
We are dedicated to safeguarding your information and ensuring a secure shopping experience. To protect your personal data, we use industry-standard encryption technology known as SSL (Secure Sockets Layer). This technology scrambles your information during transmission, keeping it secure.
We continuously update our security measures to provide the highest level of protection possible. To verify you are in a secure area of our website, simply check the browser’s address bar on the left-hand side. A closed padlock or unbroken key icon will confirm that SSL is enabled and your transaction is secure.
Credit Card Data Protection Policy
We do not store credit or debit card details, nor do we share customer information with any third parties. All payments made on our website are securely processed through trusted third-party providers, including Amazon Pay, Braintree (a PayPal company), and Stripe. These providers are fully PCI compliant, ensuring the highest level of payment security.
Visit our Payment Methods page for further information.
Terms & Conditions
mshardware.co.uk is operated by MS Hardware, a trading name of Metric Systems UK LTD (“we”). We are registered in England and Wales under company number 15695948, with our registered office located at 2nd Floor College House, 17 King Edwards Road, Ruislip, London, United Kingdom, HA4 7AE . Our VAT number is GB481128204.
Products & Descriptions
The images and descriptions of the products on our site are for illustrative purposes only and are designed to provide you with an approximate idea of the products available. Although we have made every effort to display the true colour and cosmetic condition of the products, we cannot guarantee that this will accurately reflect the colour of the products. Accordingly, the products supplied to you may vary slightly from the images on the site.
As our business involves the sale of refurbished products, the detailed specifications of the products on our site reflect the specifications provided by the relevant manufacturer. Additional information and specifications of the products may be available directly from the manufacturer. Please contact us if you have any queries or wish to obtain further details about the products before placing your order.
The company warrants that the goods will, at the time of delivery, correspond to the description given by the company. It is the customer’s responsibility to check the compatibility and suitability of goods for any particular purpose before ordering. The company reserves the right to make, without notice, such minor modifications in specifications, designs, or materials as it may deem necessary or desirable based on experience.
All products displayed on our site are subject to availability. We will inform you by email as soon as possible if a product you have ordered is not available, and we will not process your order.
The company, at its absolute discretion, may accept or reject any order, whether due to the equipment being no longer available or for any other reason whatsoever.
Personal Information
We only use your personal information in accordance with our Privacy Policy. Please take the time to read this document as it includes important terms which apply to you.
Right to Purchase
By placing an order through our site, you warrant that:
- You are legally capable of entering into binding contracts;
- You are at least 18 years old;
Ammendment(s) of Terms
We may revise these Terms from time to time to reflect changes in how we accept payment from you, updates to relevant laws and regulatory requirements, and/or changes in our systems’ capabilities.
Each time you order products from us, the Terms in force at the time of your order will apply to the contract between you and us.
Whenever we revise these Terms in accordance with this clause, we will notify you by stating on our site that the Terms have been amended and specifying the date the amended Terms come into effect at the top of this page.
Business Purchases
This clause only applies if you are a business.
If you are not a consumer, you confirm that you have the authority to bind any business on whose behalf you use our site to purchase products.
These Terms, along with any documents expressly referred to within them, constitute the entire agreement between you and us. You acknowledge that you have not relied on any statement, promise, or representation made by or on behalf of us that is not set out in these Terms or any documents expressly referred to within them.
Forming a Contract
Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to review and check your order on each page of the order process.
After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean your order has been accepted. Your order constitutes an offer to purchase a product from us. All orders are subject to acceptance by us, and we will confirm such acceptance by sending you an email confirming that the products have been dispatched (“Dispatch Confirmation”). The contract between us is formed only when the Dispatch Confirmation has been sent.
The contract will relate only to the products confirmed in the Dispatch Confirmation. We are not obliged to supply any additional products that may have been part of your order unless their acceptance has been confirmed in a separate Dispatch Confirmation.
If we are unable to supply a product, for instance, because it is out of stock, no longer available, or due to a pricing error on our site (as referred to in the clause ‘Products and Descriptions’), we will notify you by email and will not process your order. If you have already paid for the products, we will refund the full amount as soon as possible.
These Terms, and the contract between us, will always be communicated in the English language.
Consumer Rights
If you are contracting as a consumer, you may cancel a contract at any time within seven working days, beginning on the day after you receive the products. In this case, you will receive a full refund of the price paid for the products in accordance with our refunds policy (set out in the clause ‘refund policy’ below).
To cancel a contract, you must contact us in writing by sending an email to [email protected] or by sending a letter to:
MS Hardware
2nd Floor College House,
17 King Edwards Road,
Ruislip,
London,
United Kingdom,
HA4 7AE
As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.
Dispatch & Delivery
We shall determine the delivery method for your order based on the size of the products in your order. For the vast majority of products, we use DPD, Royal Mail, and UPS (or other courier providers of a similar standard as we may require from time to time) to deliver your order. Smaller items may be sent via the Post Office, while larger orders (over 30Kg volumetric weight) requiring pallets may be delivered by TPN The Pallet Network (or other similar pallet distributors as we may require).
We aim to dispatch your order within the timeframes detailed on our order processing page. However, this may vary depending on demand.
While every reasonable effort will be made to meet the estimated delivery date, the time of delivery shall not be considered essential. We are not liable for any losses, costs, damages, or expenses incurred by you or any other party due to failure to meet an estimated delivery date.
Delivery is completed when we deliver the products to the address provided during purchase/checkout, at which point the products become your responsibility.
Ownership of the products transfers to you once we have received payment in full, including all applicable delivery charges. Delivery will not occur until clear funds have been received.
Any items returned to us via courier as “refused,” “addressee gone away,” or cancelled orders will incur the full cost of the impaired delivery.
Surcharge Postcodes:
Due to the higher cost of delivering to remote, rural, or offshore addresses, most carriers impose surcharges for these areas. To ensure fairness to all our customers, we must pass on these additional costs. Such surcharges will be calculated after you input your delivery address during the checkout and shipping estimation process.
Risk & Ownership
The products will be at your risk from the time of delivery.
Ownership of the products will pass to you only when we have received full payment of all sums due, including delivery charges.
Returns & Refunds Policy
To cancel a contract, you must contact us in writing by completing an online RMA (Return Merchandise Authorization) form, sending an email to [email protected], or by sending a letter to:
MS Hardware
2nd Floor College House,
17 King Edwards Road,
Ruislip,
London,
United Kingdom,
HA4 7AE
We do not charge a restocking fee for used or refurbished items. However, both the original outbound shipping costs and return shipping costs will be covered by you, the customer.
All refunds will be processed using the same payment method as the original payment.
Cooling Off Period:
We want you to be satisfied when you shop with us, but we understand that sometimes you may wish to return a product. As a consumer, you have a legal right to cancel a contract under the Consumer Protection (The Consumer Contracts Regulations 2014) within fourteen days, beginning on the day after you receive the products.
During this period, if you change your mind or decide you no longer wish to keep a product, you can notify us of your decision to cancel the contract and receive a refund, subject to the following conditions:
- You must return the product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk.
- The original packaging material must be used to ensure the integrity and security of the product during return transit.
- Unless the products are faulty or not as described, we will not be responsible for the cost of returning the products to us, or, where relevant, the cost of collecting the products from you. We will notify you upon receipt of your cancellation notice of any charge for collecting the products.
- You have a legal obligation to take reasonable care of the products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
- The products must not consist of consumable goods, except where a fault has been discovered that could not have been identified without unsealing the products.
- The products must not consist of computer software that has been unsealed.
These terms and conditions do not affect consumers’ statutory rights as outlined in current legislation governing the relationship between consumers and businesses.
The ‘Cooling Off Period’ clause only applies to consumers and does not apply to business customers.
Advice about your legal rights to cancel a contract under these regulations is available from your local Citizens’ Advice Bureau or Trading Standards office.
Defective, Damaged, Not as Described and Other Returns:
If you believe a product is defective, not as described, or otherwise unsuitable, we reserve the right to repair, replace, or refund the item. We will notify you of our intentions via email within a reasonable period of time. Repairs, replacements, or refunds will usually be processed as quickly as possible and, in any case, within 30 days of receiving the defective product.
If you choose a refund for a product returned due to a defect, it will be processed in accordance with our refunds policy. This includes a refund of the portion of the delivery charge that related to the defective product for sending the item to you, as well as the cost incurred by returning the defective product to us (subject to a maximum reimbursement equal to the original outbound shipping cost). If you are entitled to a repair or replacement of a defective product, we will not charge you for redelivery of the repaired or replaced product.
We will endeavour to arrange collection for all defective, damaged, or not-as-described items. If collection is not possible (including for destinations outside Mainland UK), we may reimburse return shipping costs at our discretion, up to a maximum reimbursement equal to the original outbound shipping cost of the goods.
Price & Payment
The price of any products will be as quoted on our site, except in cases of obvious error.
The price of a product does not include delivery charges. Delivery charges are quoted on our site and are confirmed in the Dispatch Confirmation.
Prices are subject to change at any time, but changes will not affect orders that we have already accepted.
While we strive to ensure all prices on our website are accurate, errors may occur. If a product is listed at an incorrect price due to a typographical error, supplier pricing error, or changes in taxes or duties, we reserve the right to refuse or cancel any orders for products listed at the incorrect price, whether or not the order has been confirmed. If we discover a pricing error for goods you have ordered, we will inform you as soon as possible and provide the option to reconfirm your order at the correct price or cancel it. If we cannot contact you, we will treat the order as cancelled. If you cancel and have already paid for the goods, you will receive a full refund via your original payment method.
Payment for all products must be made by credit card, debit card, PayPal, or bank transfer. We accept Visa, Visa Electron, Visa Debit, MasterCard, and Maestro (including Switch). Products will not be dispatched until cleared funds are received. Payment is not deemed received until funds have cleared. Please note that if PayPal is your chosen payment method, we reserve the right to decline shipping to unconfirmed addresses.
Your credit or debit card details will be encrypted to minimise the risk of unauthorised access or disclosure. Payment authorisation must be provided at the time of order. If there is an issue with payment for all or part of your order, we may contact you via telephone or email.
Written Communications
Applicable laws require that certain information or communications we send to you must be in writing. By using our site, you agree that communication with us will primarily be electronic. We will contact you via email or provide information by posting notices on our website.
For contractual purposes, you agree to this electronic means of communication and acknowledge that all contracts, notices, information, and other communications we provide electronically comply with any legal requirement for such communications to be in writing. This condition does not affect your statutory rights.
Notices
All notices given by you to us must be sent to:
MS Hardware
2nd Floor College House,
17 King Edwards Road,
Ruislip,
London,
United Kingdom,
HA4 7AE
We may provide notice to you at the email or postal address you provided when placing an order, or in any of the ways specified in the clause “Written Communications” above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or three days after the date of posting of any letter.
To prove the service of any notice, it will be sufficient to show that, in the case of a letter, it was properly addressed, stamped, and placed in the post, and in the case of an email, that it was sent to the specified email address of the recipient.
Events Outside of Our Control (Force Majeure)
We will not be liable or responsible for any failure to perform, or delay in the performance of, any of our obligations under a contract that is caused by events outside our reasonable control (“Force Majeure Event”).
A Force Majeure Event includes any act, event, non-happening, omission, or accident beyond our reasonable control and includes, in particular (without limitation), the following:
- Strikes, lock-outs, or other industrial action;
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not), or threat or preparation for war;
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic, or other natural disaster;
- Impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transport;
- Impossibility of the use of public or private telecommunications networks;
- The acts, decrees, legislation, regulations, or restrictions of any government.
Our performance under any contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to an end or to find a solution by which our obligations under the contract may be performed despite the Force Majeure Event.
Warranty
Where goods supplied are still under the manufacturer’s warranty, the buyer must exercise the warranty directly with the manufacturer or their agent, not with MS Hardware.
For goods under manufacturer warranty that cannot be repaired, the manufacturer will replace the product, not MS Hardware.
For items sold as refurbished, without an original manufacturer warranty, and unless expressly stated otherwise in the product description, we will provide a Return to Base (RTB) warranty that guarantees the products shall be free from material defects on delivery and for a specific period after delivery. This warranty is non-transferable and does not apply in the circumstances described below:
- The warranty period is 90 days for all products (please see our Warranty & Returns page for full details)
- The warranty does not apply to defects arising from:
- Fair wear and tear;
- Wilful damage, abnormal storage or working conditions, accident, negligence by you or any third party;
- Any alteration or repair by you or an unauthorised third party;
- Any software installed by you or on your behalf; or any file corruption, internet usage, virus, or bug that infiltrates or damages the product.
We ask that you allow any batteries within your system to charge for 24 hours before taking note of how long it takes to discharge. Some batteries, especially CMOS and RAID batteries can hold their charge but are discharged upon receipt and require 24 hours of charging before use. No warranty is given for batteries provided as part of your order; batteries are consumable items and are expected to require replacement over time. We cannot guarantee how long a battery will hold its charge or function away from the mains supply.
For any parts or systems replaced under warranty, MS Hardware will cover the shipping costs, provided the delivery address is within the UK or EU. For locations outside these regions, the customer will be responsible for all shipping costs — including the return of the faulty item and delivery of the replacement — which must be paid before the replacement goods are dispatched.
If you are a consumer, this warranty is in addition to your legal rights regarding products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
We reserve the right to test any product returned to us under these terms. If, after testing, it is found that the product has not complied with these terms—specifically if the product is damaged through misuse, missing parts, or is in an unsellable condition due to your actions or omissions—we will have no liability to repair or replace the product and reserve the right to return it to you in its existing condition.
Law & Jurisdiction
Contracts for the purchase of products through our site, as well as any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), will be governed by English law. Any dispute or claim arising out of or in connection with such contracts or their formation (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales.
MS Hardware
2nd Floor College House,
17 King Edwards Road,
Ruislip,
London,
United Kingdom,
HA4 7AE