Although I've read some people complaining about their customer service I decided to give it a try - I hope this message prevents people from making the same mistake. Ordered a new computer with next day delivery. Received it the next day (that was ok) and as soon I switched it on I could spot an issue. Their customer service is only available by email, so all I could do was doing the returning process via email, with usually 1 day between every email answer from their side... Anyway, the process was something like this: I email them asking for a replacement Answer from Box.co.uk asking for pictures (proof) I replied with the proof Box.co.uk asked when I wanted the defective machine to be collected I replied saying asap Box.co.uk arranged the collection for the next day - and they actually collect it on the day they say 5 days between the moment they collected the machine and the moment they acknowledged the recipient of the item (I can't understand why it took them so long to "receive" it) Two more days to test the machine and confirm there was a problem - it took me literally 10 seconds to spot it, it is on the screen, it is impossible to miss and they had a description + pictures of the issue. Box asked when I wanted the new machine. I replied asap... They sent it next day delivery on a Friday (their delivery service doesn't work on Saturdays so, I go it on Monday). So the Monday after I received it, turned it on and (insert suspense music here) it had exactly the same issue, again! Their explanation? I don't know, emailed them, but didn't hear back so far - the usual 1/2 days lag between emails. If at least we were all in the same country and timezone (oh wait, we actually are).