Frequently Asked Questions

Helping you understand our products and service

Products

Battery Condition

As part of the comprehensive refurbishment process we conduct on the products we sell, the batteries are tested to determine the remaining expected life they have remaining in them. If any tested battery is found to be below 80%, then it is removed and replaced.

Price Differences

Each item is priced competitively against the current market. We take into account the age, performance and condition to provide an appropriate price. For example, a much newer 2015 year retina MacBook Pro in mint condition will be priced considerably higher than a 2009 MacBook Pro with scratches in its base or lid.

Included Item With Our Products

When purchasing any Mac from us, we include everything you need to get going. For example, all Apple Laptops come with the applicable charger for that model as well as a UK power plug. If you’re based in an EU country, an EU plug is included by default. If you’re purchasing an iMac the same is applied that a UK or EU power cable is included with the system.

Accessories such as keyboards and mice are sold separately, but you will find all the applicable models on the product bag so you can easily add them to your cart if required.

Applications Included On Our Macs

IconApplicaitonDescription
App StoreFind, buy, install, update and review apps for Mac.
AutomatorAutomate tasks without complicated programming or scripting languages.
BooksGet and read classics, bestsellers and audiobooks, or study textbooks.
CalculatorPerform basic, advanced or programmer calculations.
CalendarTrack meetings, events and appointments in one place.
ChessPlay chess with your Mac or another player.
ContactsStore the phone numbers, addresses, birthdays and more of people in your life.
DictionaryLook up words in dictionaries and other sources.
FaceTimeMake video and audio calls.
Find MySee the location of your friends and devices.
Font BookInstall, manage and preview fonts.
GarageBandA fully equipped music creation studio right inside your Mac.
HomeControl and automate HomeKit-enabled accessories.
iMovieBrowse video clips, share favourite moments, and create trailers and movies.
KeynoteCreate presentations with images, media, charts, animations and more.
MailManage all your emails in one place.
MapsGet directions, traffic conditions and public transport details.
MessagesSend text and audio messages.
MusicListen to your music library and discover new artists.
NewsStay informed with news from leading sources, curated by editors and personalised for you.
NotesJot down a quick thought — add a photo, video, URL or table — for later.
NumbersCreate spreadsheets with formulas, functions, interactive charts and more.
PagesCreate documents with formatted text, images, media, tables and more.
Photo BoothTake fun photos or record videos.
PhotosImport, view and organise your photos and videos.
PodcastsDiscover and subscribe to audio stories that entertain, inform and inspire.
PreviewView and edit PDFs and images, import images and take pictures of the screen.
RemindersCreate lists for to-dos, projects, groceries, and anything else you need to track.
SafariBrowse and shop the web securely.
StickiesKeep notes, lists and pictures on the desktop.
StocksGet market news and watch your favourite stocks and exchanges.
TextEditCreate and edit plain text, rich text, HTML and other document types.
TVWatch your favourite programmes and films, and discover new ones.
Voice MemosRecord, play, edit and share audio recordings.

Bespoke Specification

If you would like a specific configuration of a system that is not available on the product you would like, please ask one of our sales team, and they can go through your requirements. It may be that the system you would like cannot be configured to that specification or the parts you would like are not held in stock. We will happily order parts in for bespoke specification where available.

For Mac Pro customers this includes PCI-e cards, RAID setups and other bespoke equipment which we can set up for you.

Order Process

New

When your order is first placed your order status will say “New”. This means your order has not started to be processed yet.

In Progress

When your order is first placed your order status will say “New”. This means your order has not started to be processed yet.

Ready To Ship

When your status says “Ready To Ship” your item has passed all of our quality checks, is boxed up and ready to be collected by our courier.

Dispatched

Your order has been completed and is now on it’s way to you!

Payment

Payment Method

We offer payment via credit or debit card and accept Visa, MasterCard, Amex, discover, Maestro and more. We also accept PayPal and bank transfer.

We do not take payments over the phone for security reasons.

VAT Rates & Charges

All products on our website come inclusive of 20% VAT. We offer for those outside the UK in the EU to enter their VAT code upon checkout for this to be deducted. For those outside the EU, VAT is not charged however you will be required to pay import charges upon delivery to your destination country. We are a VAT registered business in the United Kingdom.

Invoices

A full VAT invoice is provided with every order which is accessible in your account area by logging in to your account or our guest login. You will also receive your invoice by email after the item is dispatched.

Delivery

Collecting Your Item

We are unable to allow you to collect your purchase in person. This is due to conditions from our merchant services providers, data protection accreditors and insurance brokers. Our location in Ipswich is a refurbishment and distribution centre and not able to have customers on site.

Amending Your Order

It is possible to change your order once it has been submitted; however, this may cause a delay in delivery time. This includes changing specification, removing an item, changing the delivery address or payment method. Please note that if you make payment via PayPal or card, we cannot change the address in which we deliver to. Your payment will have to be refunded for you to remake the payment with the new address.

Delivery Not Available In Your Area

For customers not on the mainland or in the far areas of Europe we do not provide shipping on selected product lines. This is generally due to the couriers handling of the packages and causing glass breakages of items when travelling overseas. We have done our utmost to ensure this doesn’t happen using specially designed retention packaging, but for specific locations, it is not commercially viable for us to ship to the address.

Delivery Charges & Estimated Delivery Date

This is up to the courier’s discretion. However, we do opt for our packages not to be delivered to a neighbour. We are not liable for the loss of an item if the item is delivered to an incorrect address. Please see the “What if I’m not in to sign for my item?” section for more details about package delivery.

Signing For Your Delivery

All deliveries are sent on a signed for service, and someone has to be in to receive the package. If there is no one to sign at the address when our courier makes the delivery, a note is left in the mailbox. Another attempt to deliver will be made the next day. A total of three attempts to deliver will be made. If delivery is not possible, the package will be returned to us. When you find the courier note in your mailbox, you can contact them to arrange another delivery address if the next day is not suitable.

Processing Time & Dispatch

We aim to dispatch every order within 24 hours of order placement. Orders placed on a Friday will be dispatched the following Monday as we are closed during the weekend.

National Holidays

Our offices are closed during bank holidays and other national holidays such as Christmas so the dispatch and delivery of items during these periods will be slightly delayed. Our estimated delivery dates displayed on products and checkout are correctly adjusted to account for these holidays.

Warranty

Reporting An Issue

If you login to your account you can report an issue with your system in the technical support section by selecting your order and filling in the form.

Alternatively please get in touch with our support team by emailing [email protected] or by calling the support direct line +44 1473 794211.

Protecting Your Personal Data

Our facility is a certified data secure facility which is GDPR compliant, and ISO accredited. While your item is being repaired with us, your data will be safe.

Sending Your item

Before you can send your item into us, please obtain an RMA number from our support team. Our team will then organise with a courier to collect the system from our on a suitable date. Once a collection is booked you will be sent an email with full details on how to package, prepare and send. Our courier will arrive at your address and collect the item from you.

Checking Your Warranty Is Valid

Your warranty expiry date will be provided on your order confirmation next to each item as well as on your delivery documentation. You can always get in touch as ask our team as they will have this on record for you.

Remote Support

If you experience a problem with you Mac, our team can assist you by remote connecting into your Mac to quickly diagnose the fault. With every Mac that we ship we include our remote support software however if you do not have the application or cannot find it it can be downloaded for free here sos.splashtop.com.

Once downloaded and installed, our technician will request a nine-digit code which is provided to you to create the connection.

Returns

14 Day Return Period

All purchases are supplied with a 14 day cooling off period in which the item can be returned for a refund. Please see our returns policy in our terms and conditions for full terms and conditions under section 8.4  Exercising your right to change your mind if you are a consumer.

This is a no questions asked return policy so you are fully within your right to return your item(s) even if you just changed your mind.

Incorrect Or Missing Item

Please contact our support team immediately and they will resolve this as soon as possible.

Returning An Item

Contact our support team who will provide you with an RMA number for the return. Please note that when you return a product, it is imperative to state the RMA number as well as your name and address within the package. Without these details, we will not be able to process your refund. It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.

You Can Trust Us To Find Your Mac

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