Help Centre
Welcome to the Stone Refurb Help Centre. Here is where you'll find the answer to all your questions!
We've put together some of the most useful articles and commonly asked questions so you can find the information you need quickly and easily.
About Us
Stone Refurb is the new name for Encore PC and you can expect the same high quality refurbished tech, the same great prices, and the same 5 star rated customer service - we've just got a new name! We were always a part of the Stone Group and re-named to better serve our wide customer base.
Delivery
Delivery to most of the UK is free! We aim to deliver your order as quickly as possible following our rigorous testing process.
Cancellations Returns and Refunds
Our 30 day returns policy has been designed to be easy and staightforward, and to give you peace of mind when you buy your device from Stone Refurb.
Warranty
To ensure you are protected when you purchase from Stone Refurb, all our devices now come with a 1 year warranty as standard.
Grading Information
To make it transparent, we have set strict guidelines for our devices to ensure you can purchase the right condition item for your needs.
Order Issues
Do you have any tracking details?
My device has arrived faulty, who do I contact?
Can I make amendments after I have placed my order?
Is there a bulk buy discount?
What does the Grading system mean?
I am having a problem setting my item up, I think it is faulty, can you help?
How do you activate Windows 10?
Can I add warranty after my purchase?
Read more about Order Issues
Payments and Promotions
Can I have a business account?
I forgot to add my discount code/it did not work; can you apply the discount for me now?
Can I have a VAT invoice?
How can I pay for my order?
Do you offer discount or promotions?
Read more about Promotions and Discounts
Product and Stock
My catalogue products and pricing are different to what has been agreed with my account manager?
How can I find out detailed specifications about a device?
I am not sure what the best product for my needs are, can you help?
Does this desktop support 2 monitors?
When will you get more stock of this item?
My catalogue products and pricing are different to what has been agreed with my account manager?
How can I find out detailed specifications about a device?
I am not sure what the best product for my needs are, can you help?
Does this desktop support 2 monitors?
When will you get more stock of this item?
Technical
How can I make changes to the details on my account?
I've forgotten my password, how do I reset it?
I'm having trouble accessing your website. What should I do?
I'd like to close my account with, what should I do?
How to Set Up Dual Monitors?
Repairs, Upgrades and Warranty
How long will my repair take?
My machine is out of warranty, do you offer a chargeable repair service?
My device has stopped working/not working how it should?
If I buy parts from you, can you upgrade my device for me?
Can you recommend parts for me to upgrade my device?
Read more about Warranty
Engagement/Customer Care
How can I contact my account manager?
How can i contact the customer care team?
Do you have a phone number?
How do I log a complaint?
Frequently Asked Questions and Helpful Information
Here are our most frequently asked questions to quickly help you with common queries.
- How to Activate Windows
The first thing to do when you receive your Windows desktop or laptop. - Windows 11 is Here
Not every device can upgrade to Windows 11 - this article explains more. - Why Buy Refurbished?
There are many reasons to choose refurbished over new, we explain more! - How We Refurbish
How we make each device safe, secure, and ready for a new lease of life. - How to Transfer Files to a New Computer
Moving your files from your old computer - How to Set Up Dual Monitors
Two screens are often better than one! This article shows how you can set up dual screens to be more productive - Important Windows 7 Information
Windows 7 Support has Ended - make sure you stay secure by upgrading today.
Buying Guides
Learn more about our devices and helpful information about making the right decision.
- Which Computer is Right for Me?
We’ll give you advice on which computer to buy based on what you like to use your device for most often. - Choosing Upgrades for Desktops and Laptops
From RAM upgrades, to SSD storage, Wi-Fi, Microsoft Office, and more! - What Screen Size Should I Buy?
Helping you find the perfect device to match your lifestyle - What Processor Type do I Need?
What the different processor models mean and what sort of user they’re best suited for. - What Form Factors Desktop PC Should I Buy?
Choosing the correct size computer for your needs - Buying for Business
What to consider when buying Laptops or Desktop PC's for your Small Business - Computers for Students
What to consider when buying Laptops for University and Higher Education - Computers for Home
What to consider when buying Desktops for Home
What to consider when buying Laptops for Home - 5 Reasons to Buy a Refurbished Laptop
- 5 Reasons to Buy a Refurbished Desktop
Refurbished computers can usually tick all the necessary boxes
