Refund policy


Hydrocore Performance Computer – Return & Refund Terms & Conditions

Return & Refund Policy

At Hydrocore, we are committed to ensuring customer satisfaction while maintaining strict quality control standards for all performance computers, custom-built systems, components, and accessories.

Please read the following Return & Refund Terms carefully before making a purchase.

1. General Return Eligibility

Returns and refund requests must meet ALL of the following conditions:

  • Request must be submitted within 7 calendar days from the date of delivery or collection.
  • Product must be in:
    • Original condition
    • Unused and unmodified
    • Free from physical damage, scratches, dents, liquid damage, or tampering
  • All original packaging, accessories, manuals, warranty cards, and free gifts must be included.
  • Original invoice or proof of purchase is required.
  • Product serial numbers must match Hydrocore records.

Hydrocore reserves the right to reject returns that do not meet the above conditions.

2. Non-Returnable & Non-Refundable Items

The following items are strictly non-returnable and non-refundable unless proven defective upon arrival:

Custom & Built-to-Order Systems

  • Custom-built PCs
  • Water-cooled systems
  • AI workstations
  • Modified or specially configured systems
  • Cable-modded or custom sleeved systems
  • Systems built according to customer specifications

Opened / Used Products

  • Opened CPUs, GPUs, motherboards, memory, SSDs, HDDs
  • Opened liquid cooling components
  • Thermal paste, pads, or consumables
  • Software licenses or activated products
  • Downloadable software or digital products

Hygiene & Consumable Products

  • Earphones/headsets
  • Cleaning liquids
  • Thermal compounds
  • Adhesives

Clearance / Promotion Items

  • Clearance stock
  • Demo units
  • Display units
  • Refurbished items
  • “As-is” products
  • Special order items

Industry practices in Singapore commonly exclude opened or custom IT products from standard returns.

3. Dead On Arrival (DOA) Policy

Products found to be defective upon first use must be reported within:

  • 24 hours for physical damage
  • 7 calendar days for functional defects

Hydrocore will inspect and verify the issue before approving:

  • 1-to-1 exchange
  • Repair
  • Manufacturer RMA
  • Store credit (where applicable)

DOA claims may be rejected if:

  • Physical damage is detected
  • Improper installation caused the issue
  • Product has been modified or tampered with
  • Warranty stickers are removed

4. Custom PC & Water-Cooling Build Policy

All custom-built systems undergo:

  • Stress testing
  • Thermal validation
  • Quality inspection

Due to the personalized nature of custom systems:

  • Deposits are strictly non-refundable once assembly has started.
  • Full payment is non-refundable after completion and customer acceptance.
  • Configuration changes after build commencement may incur additional charges.
  • Cosmetic preferences (RGB appearance, fan noise expectations, coolant aesthetics, tubing preferences) are not considered defects.

5. Refund Conditions

Refunds are only applicable under the following circumstances:

  • Product is unavailable after payment
  • Verified defective product with no replacement available
  • Incorrect item supplied by Hydrocore
  • Return approved by Hydrocore management

Refunds will NOT be provided for:

  • Change of mind
  • Compatibility issues not verified before purchase
  • Buyer’s remorse
  • Minor cosmetic variances
  • Performance expectations outside advertised specifications
  • Software/game compatibility issues

6. Refund Processing

Approved refunds will be processed via the original payment method within:

  • 7–14 business days

Processing time may vary depending on:

  • Payment provider
  • Bank processing times
  • Installment provider policies

Delivery, installation, and service fees are non-refundable.

7. Warranty Support

Most products sold by Hydrocore are covered by:

  • Manufacturer warranty
  • Distributor warranty
  • Hydrocore service warranty (where applicable)

Warranty does not cover:

  • Physical damage
  • Liquid damage
  • Improper installation
  • Unauthorized modification
  • Overclocking damage beyond manufacturer specification
  • Customer-induced damage

8. Return Procedure

To request a return or warranty claim:

  1. Contact Hydrocore support
  2. Provide:
    • Invoice number
    • Product serial number
    • Photos/videos of issue
    • Detailed problem description
  3. Await troubleshooting and approval instructions
  4. Return product only after approval is issued

Unauthorized returns may be rejected.

9. Limitation of Liability

Hydrocore shall not be liable for:

  • Data loss
  • Loss of business
  • Downtime
  • Software corruption
  • Indirect or consequential damages

Customers are responsible for backing up all data before servicing or warranty submission.

10. Policy Acceptance

By purchasing from Hydrocore, the customer acknowledges and agrees to these Return & Refund Terms & Conditions.

Hydrocore reserves the right to amend this policy without prior notice.