Frequently Asked Questions

How do I contact customer services?

Our customer service contact details are available on our Contact Us page. You can contact us by email, phone, or via webchat between the hours of, 9am and 4pm Monday to Friday.

Who do I contact if I have fault or technical issue with my new equipment?

Please call our technical team on 01785 786 783, or email at: [email protected]

How long will my Laptop battery last?

We guarantee our batteries to last for a minimum of half an hour, but most normally last longer than this. Please make sure the device is charged for at least six hours even if Windows reports that battery is at 100% charge.

I have ordered Microsoft Office, but it has not arrived with my goods?

Microsoft Office is supplied via a download code, which will be sent to you 14 working days after delivery. If you have not received it after this time, please contact us.

I have powered on my PC/Laptop and it asking me to insert my Windows 10 key, but I don’t have one?

We attach the Windows 10 key (the COA: Certificate of Authenticity) to the unit. It is a small sticker about 2" x 1". On a laptop it is normally on the bottom of the device, and for a PC it is normally on the back or the side. If you cannot see it make sure you thoroughly check the entire item. This article explains how to activate Windows but if you still cannot see the sticker, please contact us.

Do I have warranty with purchase?

At Stone Refurb we want you to be happy with your PC and Laptop, so we include a minimum six month warranty as standard. This does have exemptions. For full information on the warranty of your new item and what is covered, please read our Warranty Information page.

How do I return my item?

If there is a problem with your item or you have simply changed your mind, returning your item couldn’t be easier! Our Returns Page will explain how to return your items.

How long will it take to receive a refund once I have returned the item?

Once the item has been received back here at Stone Refurb, we will check the item, and if all is in order, it will normally take 3-5 working days for you to receive the money back into your account.

Do you deliver Overseas?

Sorry, we do not deliver ourside of the UK at this time. We can deliver to a shipping company in the UK, for you to arrange further shipping from there.

Do you install 32 or 64 bit version of Windows 10?

We install 64-bit Windows 10 on all our devices.

Do you sell anti-virus software?

Sorry, we do not because all Windows Operating Systems come with Microsoft Security Essentials built in. This is a very effective anti-virus and anti-malware program, and does not slow your machine down in the same way as other programs like Norton and McAfee.

Do you sell computers with Windows 7, or older, installed?

Unfortunately, Microsoft do not allow us to install older versions of Windows as they are unsupported versions. We only use genuine Windows 10.

Is it true that Microsoft is stopping support for Windows 7?

Yes, on January 4th 2020, Microsoft will no longer provide security updates for Windows 7. This is very important as after this date your computer and data could potentially be at risk. We would advise keeping regular backups, and upgrading to a Windows 10 computer as soon as possible.

My PC came with Wi-Fi, how do I get it working?

The Wi-Fi card was pre-installed in your desktop PC, but there are two antennae's that need screwing into the round gold coloured threads on the back of the PC. We leave them unscrewed to save them getting damaged in transit.