Policies and Warranty

• All PCs arrive with activated Windows 10/11 Pro or Linux operating system and tested for updated drivers and expected performance before shipping or pickup
• All PCs include free lifetime tech support by emailing us at customluxpc@gmail.com or texting us here.

Warranty

• Each desktop PC comes with a 1 year warranty unless otherwise mentioned in the order. We also offer lifetime warranties for selected PCs.
• Laptops that are part of our back-to-school laptop program come with our 4 year warranty standard. Read more about our back-to-school laptop program here.
• You can invoke the warranty on any system that shows functional defect that can be proven to not be the effect of:
  • Hardware tampering
  • Overclocking
  • Viruses or software misuse
  • Cryptocurrency mining (with the exception of dedicated mining rigs)

• Regarding mining rigs, your warranty is void if you neglect the system hardware or software in any way. Neglect is up to our discretion.
  
• In the rare event that your PC is damaged during shipping, it will covered under the warranty. Your PC will be repaired or replaced as soon as possible. 
• In addition to the Custom Lux warranty, laptops include a 3-5 year extended manufacturer warranty that we will initiate on your behalf, if needed. 

Custom Lux PCs is not liable for the following issues:

• Power issues caused by home electrical failures/surges/or other environmental conditions
• Damage caused by hardware or software tampering (overclocking, modifications, hardware bans)
• Software viruses and cyber-attacks
• Liquid spills and other physical damages

Shipping Policies

• Shipping in continental United States and Canada is free!
• International shipping (besides Canada) starts at $300
• Free pick-up option in Jersey City, NJ and East Brunswick, NJ
• Free personal delivery and installation services are available in most of central and northern New Jersey.

Returns, cancelled orders, and technical support

• Products are eligible for free return within 30 days IF THERE IS A MALFUNCTION with the PC (buyer pays return shipping)
• Custom PC returns that are not due to hardware malfunction are subject to a 30% restocking fee for 30 days. We maintain a high restocking fee because each PC is personally crafted for you. Preconfigured PCs listed on our website are eligible for free returns for 30 days.
  • Hardware malfunction is defined by an issue that does not void the above warranty​.
• Orders that are cancelled after 24 hours from when they are placed are subject to labor and shipping fees associated with the time and money required to start or ship your PC.
• Local customers are eligible for technical support by dropping off their PC to our location in East Brunswick, NJ. Travel is not covered under the warranty. We provide home repairs at a cost depending on your location on a case-by-case basis. 
• Use the “Request a Return” button at the bottom of the page to submit a return request.

Deposits

• We accept down payments for qualifying local orders. A minimum of 30% down payment is due before the build process begins, while the remainder is due at delivery. The 30% down payment is nonrefundable.

Full Warranty Terms

1. Custom Lux PCs warrants to the original purchaser that the covered hardware, excluding software and operating systems unless provided by the company, documentation and similar items, will be free of defects in workmanship and materials for the warranty period beginning from the date of delivery to Customer. During the applicable warranty period, the company will repair or replace, at its sole discretion, the defective hardware system, for covered defects, free of charge for labor and/or parts depending on your warranty period. Parts may not be identical but will be equivalent parts. If the hardware system is defective within the first 30 days from customer’s initial receipt of the system, customer may obtain service under the terms of the Warranty by informing Custom Lux PCs of the customer’s intent to seek a repair under the Warranty, and shipping the system back to Custom Lux Pcs where the system will then be repaired. Custom Lux PCs will reimburse reasonable shipping costs, including shipping or freight insurance, if within the continental United States. Outside of the continental United States, the Customer will pay for shipping both ways no matter when an alleged defect arises.
2. Inside the continental United States, Customer will pay for shipping back to Custom Lux PCs for any components or products sent for service after the initial 30 day period, while the company will pay for return shipping back to customer for up to one year after purchase. After three years of ownership Customer is responsible for any shipping charges to/from the company.
3. Non-Custom Lux PCs repairs, upgrades or installations on any covered computer system are not covered by, and void the Warranties instantly on any system so modified. Any individual parts sold or installed separately from a computer system must be purchased and installed by the company to be covered by the Lifetime Service Policy, and that separate hardware is only covered to the extent of the original manufacturer’s warranty on such separate parts.
4. Physical damage, abuse, neglect, and damage caused by shipping, or misapplication of the product, repair modification, exposure to extremes of temperature or humidity, power fluctuations, lightning or improper electrical power are not covered by the Warranties. (Your original shipment from Custom Lux PCs to you is always covered. Any functional/material, non-cosmetic damages resulting from mishandling by the freight carrier or improper packaging by the company are not your responsibility.)
5. Overclocking of any component beyond manufacturer specified rated limits performed by anyone other than a Custom Lux PCs technician shall void any and all Warranties instantly.
6. Changes to firmware, drivers, and other hardware-related software and/or code can destroy components. Custom Lux PCs delivers all systems ready for use. Updates to firmware and drivers performed after the system has been delivered that cause component failure are not covered by the Lifetime Warranty although technical support to mitigate potential firmware update issues will be provided at no cost.
7. If the computers covered in this warranty are shipped without an operating system, software and operating system driver and firmware defects are not covered by the Warranties, but may be covered by the warranty of the individual software publishers as set out in the materials accompanying it.
8. Any missing items must be reported within 48 hours of Customer receipt.
9. There are no warranties, express or implied, which are not written herein.
10. It is of utmost importance that Customer protects all data and software on any covered computer system at all times. Custom Lux PCs is not responsible for loss of time, inconvenience, loss of data or software, inadvertent disclosure of data, loss of files, or any other direct, incidental, or consequential damage loss caused by a covered computer system failing to properly operate, or caused by any fault or negligence of the company. Even though the company may attempt to backup and transfer certain data, and attempts to avoid situations where Customer data or software is lost, such occurrences of data loss, for a variety of reasons, are common. Customer agrees that prior to delivering a computer for service, Customer has independently backed up all software and data on the computer, and is prepared for, and expects that all data may be lost on the computer during or following any repair procedure, and Customer specifically agrees and understands that this document is intended to limit the liability of the company for such data losses. Customer warrants that there is no illegal data or software content on any computer left for Warranties service.
11. In the event of a defect or computer malfunction that is covered under this warranty, Custom Lux PCs is responsible for providing an equal or equivalent component replacement within 48 hours of the malfunction being reported by the Customer. The 48 hour replacement window is invalid in extenuating circumstances which include global supply shortage, shipping service strike, natural disaster, global pandemic, global conflict, or any situation that prevents Custom Lux PCs from delivering components within 48 hours. Even in extenuating circumstances, Custom Lux PCs will try their best to provide replacement components in a timely manner.
12. Warranty repairs or service do not extend the length of the Warranties and any computer left unclaimed for 30 days becomes the property of Custom Lux PCs.
13. Lighting elements such as LED bulbs, RGB light strips, lights inside and attached to case/radiator/system fans, and RGB/ARGB lighted cable extensions are not material to the system’s performance and are considered cosmetic in nature. These items are not covered under the warranty and can experience issues related to conflicting RGB software applications. Also, sometimes individual LEDs or bulbs may burn out or display colors incorrectly.
14. Each of the following system components is limited to two (2) replacements over the lifetime of the PC system: Video Card/GPU, motherboard, power supply, memory/RAM, SSD/storage drive. Once client has received a replacement component under the warranty, Custom Lux PCs will not provide additional replacements. Client may or may not be eligible to RMA certain components to the Original Equipment Manufacturer.
15. The Company reserves the right to terminate the warranty completely at our sole discretion by notifying you of our intent to void your warranty if a member of Company management determines that a client has been abusive, vulgar, or extremely rude to any member of Company staff, for example a technician attempting to provide support, administrative staff attempting to resolve a shipping or scheduling conflict, etc. Life is often complicated, frustrating, and can be messy at times. Being rude and abusive to others is not helpful and will not be tolerated.
16. The Company is under no obligation to provide support for non-hardware related issues. They are not warranty issues, strictly speaking. However, The Company will endeavor, as an act of good will and in the spirit of providing exceptional client support, to assist clients to resolve issues and provide technical support for non-hardware related issues such as issues with an operating system, a game or game engine, or other applications/programs. This support is completely voluntary, provided at the sole discretion of The Company, and may be terminated at any time. We are not programmers, game developers, game publishers, or software engineers here – those entities have their own support processes separate and apart from ours.
17. Promotional items such as computer components, desktop PCs, game codes, merchandise, or other items that are prizes for giveaways or other company-sponsored advertising or promotional events are not warrantied. This warranty only applies to purchased products.
18. The initial shipment from Custom Lux PCs to the Customer is warrantied and insured against any physical or mechanical damages resulting from shipping. Damages which are strictly cosmetic in nature will be remedied or compensated at Custom Lux PCs discretion. This policy explicitly excludes theft or loss of the shipment and is limited to damages incurred during shipping.

To obtain service under this warranty, email the company at customluxpc@gmail.com or call/text 732-284-6803 and inform the company of the issue. The technical support staff will assist you in diagnosing the problem over the phone and/or via remote support by calling you at your preferred contact number. If the problem cannot be resolved over the phone or via remote support, we will decide on the best course of action for complete customer satisfaction in a swift manner. If return is authorized, please return the product only as instructed. Do not return any products without prior authorization. Products returned without prior authorization will be held for 15 days pending instruction and return shipment payment and, thereafter, will be salvaged or disposed without any duty to account to Customer. Custom Lux PCs will not be responsible for consequential damage to the boards or the system or any of its components caused by either internal or external equipment, shorted connections or components not installed by or purchased from the company. Custom Lux PCs will also not be responsible for damages to any components or loss of any data for goods purchased from the company. The limited warranty also does not cover damages or defects that may have been caused by: Shipping damage (other than the original shipment), improper installation or maintenance, misuse, neglect or improper environment, repair, modification, adjustment, or installation of options or parts not by a Custom Lux PCs employee, inadequate or excessive electrical power surges, or other power irregularities. Custom Lux PCs will also not replace, repair, or refund on any purchase if the item serial numbers do not match, or if the product is not sold directly by the company. Custom Lux PCs will replace defective parts with the same or comparable parts at no cost. Any other part replacement that is different from the original configuration must be purchased at cost. Note: Do not include any accessories with your computer system for warranty repairs. If you do provide such materials, Custom Lux PCs will not be held responsible for any missing accessories such as software, adapters, etc.

Customer specifically agrees that Customer waives, in advance, any causes of action, rights or claims against the company related to the loss, disclosure or dissemination of Customer’s data, software, or personal files during or after the performance of warranty service. Customer agrees that any claim or cause of action whatsoever against Custom Lux PCs, including but not limited to those in contract or tort, shall be limited to the amount Customer actually paid for a computer system at issue or $1,000.00, whichever is greater.

Custom Lux PCs desires to maintain a positive relationship with its customers and without waiving any of the limitations in the preceding paragraphs, the company may at its sole and exclusive discretion elect to return actual funds paid by Customer for goods or services provided by the company. Any such refund is in no way an admission of any liability, wrong-doing or the basis for any cause of action against Custom Lux PCs and is a simple expression of good will. In the event Customer is offered a refund of monies actually paid, each and every aspect of this Waiver and Limitation of Liability shall remain in full force and effect. Customer waives all rights, claims, causes of action and other damages in excess of actual funds paid and then returned by the company.

All sales are final and as is. All deposits to hold merchandise are non-refundable. All returns or order cancellations are at the sole and exclusive discretion of the company, must take place within 30 days of purchase, and will be charged a restocking or cancellation fee of 30% of the PURCHASE PRICE, whether the refund is requested before or after shipment of the system. Any returns after 30 days will be charged restocking fee of 30% of the PURCHASE PRICE plus $35 per day rental fee. Custom Lux PCs does not pay for nor reimburse any costs associated with shipping, shipping or freight insurance, or packaging materials for return products.

I agree that any dispute regarding this Agreement or subject matter of this Agreement will be submitted only to binding arbitration to be conducted only and exclusively in Middlesex County, New Jersey. Customer specifically waives all right to pursue any legal or equitable remedy in any city, county, state or federal court of law. In the event either party initiates an appropriate proceeding to enforce or seek any claims under this document or related to the computer purchase or service transaction referenced herein, the prevailing party shall be entitled to an award of reasonable attorney’s fees. The laws of the State of New Jersey shall govern the interpretation, validity, performance, and enforcement of this agreement. If any provision of this warranty shall be held to be invalid or unenforceable, the validity and enforce ability of the remaining provisions of this warranty shall not be affected thereby.

​Custom Lux PCs, Inc is an officially registered small business based in New Jersey. We have three operating platforms which include this website, Facebook, and Instagram. We do not have authorized sales on any other platform (offerup.com, Poshmark, Mercari, etc). If you see an advertisement for a Custom Lux PC with our logo or contact information on unauthorized platforms, please contact 732-284-6803 via call or text or email us at customluxpc@gmail.com to report fraud.