Computer Heaven, Inc. Store Policies & Warranty Information

Here at Computer Heaven, Inc. our top priority is customer service, and every effort will be made to satisfy you in a fair and reasonable manner. If you feel you are not being treated in this manner, please don’t hesitate to ask for a manager. If a manager does not satisfy you, please ask for the owner.

Standard 1-year parts warranty on new parts
Computer Heaven, Inc. will warranty most new parts for 1 year from the date of purchase.

If, during the 1-year warranty period, a part needs to be repaired or replaced, Computer Heaven, Inc., at its sole discretion, will either replace or repair the part. If it is within 30 days of your purchase date, we will replace the item with an identical or equivalent item in stock assuming such an item is available. If the item is not available, or if it is over 30 days from your purchase date, we will ship the defective part to either our supplier or the manufacturer for repair or replacement.

It can take anywhere from 1 – 4 weeks for part replacements, depending on the supplier/manufacturer of an item. When an item is replaced under warranty, the repaired/replaced item will have whatever warranty was left over on the item from the original purchase date only.

Warranty Policy for Hardware Repair Work Performed
Hardware repairs performed at Computer Heaven, Inc. such as screen, jack, motherboard replacements, etc. come with a standard 90-day warranty unless otherwise stated. This warranty covers parts replacement and labor during the warranty period.

Warranty Policy for Software Repair Work Performed
Software repairs such as infection removals and Windows installations come with a 7-day warranty. A 30-day grace period for purchasing extended warranties is offered on virus removals / Windows installations.

Warranty Policy for new custom built computer systems
Computer Heaven, Inc. provides a 1 year parts warranty (see “Standard 1 year parts warranty on new parts” section above) and a lifetime labor warranty (see lifetime labor warranty below) on all new custom built Computer Heaven, Inc. branded computer systems.

Lifetime Labor Warranty
This warranty applies only to new, custom-built Computer Heaven, Inc. branded computer systems. If at any time a part needs to be replaced or repaired, Computer Heaven, Inc. will, at its sole discretion, repair or replace that part and not charge you for the labor as long as Computer Heaven, Inc. originally installed the part in the system.

This labor warranty only covers bought from and installed by Computer Heaven, Inc. into a Computer Heaven branded computer system. On a new system this would include all items installed when the system was built or that you paid Computer Heaven, Inc. a labor charge to add later. This warranty does not cover the labor on items added to the system by anyone other than Computer Heaven, Inc.

Software problems are not covered under warranty. Additionally this warranty does not include items that were not custom built by Computer Heaven Inc. These excluded items include but are not limited to monitors and printers.

Why Doesn’t Your New Custom Computer System Labor Warranty Cover Software Problems?
Viruses – When using the Internet, or if you use diskettes, flash drives or CDs you may contract a virus on your computer. Even when the virus is removed there still may be damage that can only be repaired by erasing your hard drive and reloading all of your software. For this reason, we cannot cover these types of problems under warranty.

Corruption – Data corruption of software can occur from power surges, improper computer shutdown, bugs in software, viruses, malware or even during installation of a new program. Again, these issues are not the result of a defect in the computer that can be corrected by replacing any of the hardware components of the system and for this reason we cannot warranty such problems.

Bugs – Many software programs, even those from large companies like Microsoft have bugs. Since we do not have access to the software’s source code we cannot correct bugs in software. Only future updates where the manufacturer fixes the bugs can correct these types of problems.

Surge Protection
Many people are unaware that surge protectors have a finite lifespan. At some point, your surge protector will stop protecting your gear from power surges and become a dumb power strip. It’s difficult to tell exactly when a surge protector loses those protective powers and just functions as a power strip. But if you’re still using an old surge protector you purchased ten years ago, it’s probably long past time to replace it.

Some surge protectors will have a “protection” light letting you know they are working. Others simply have a power light that will start blinking when the surge protection features have failed. Still other surge protectors give no indication at all.

Most new surge protectors come with an insurance policy printed prominently on the packaging offering $10,000 and more in protection against any damage caused to your equipment by a power surge. Make sure your surge protector has this coverage.

Your computer’s warranty does not cover damage by acts of nature, power surges, or any other power related problems. Please use a good quality surge protector.

Return Policy for all new items except custom or name brand computer systems & software.
Items purchased from Computer Heaven, Inc. and returned within 30 days from the date of purchase with the original receipt are eligible for refund or exchange unless the warranty noted on your receipt is less than 30 days.

Items must be in new condition, including the original box, packaging, manual and accessories. If the item is opened and/or used in any way or if you wrote on the box/manual or elsewhere you will be charged a 15% restocking fee or more depending on the situation since we will not be able to resell the item as brand new. No refunds or exchanges are allowed after 30 days from the date of purchase.

Return Policy for new custom built Computer Heaven branded computer systems.
Custom built Computer Heaven, Inc. branded computer systems can be returned for refund or exchange within 30 days from the date of purchase. All returns or exchanges of custom computer systems will be charged a 15% restocking fee and all labor charges will not be refunded at all. If any items are incomplete, damaged, altered or missing then those items will also not be refunded at all. No refunds or exchanges are allowed after 30 days from the date of purchase. All of the original manuals, CDs, licenses and packaging must be included.

Return Policy for new brand-name computer systems.
Name-brand computer systems can be returned for refund or exchange within 30 days from the date of purchase.

All returns or exchanges of brand name computer systems will be charged a 15% restocking fee. All of the original manuals, CDs, licenses and packaging must be included and complete. If any items are incomplete, damaged, altered or missing then the restocking fee will be increased to cover those items. If any labor was charged in relation to the name brand computer system this labor will not be refunded. No refunds or exchanges are allowed after 30 days from the date of purchase.

Return Policy for new software
In accordance with copyright regulations opened software may not be returned. Defective software may be exchanged for the exact same item only if defective. If we are out of stock, we will special order a replacement for you.