Returns Policy and Cancellation
We endeavor to ensure that our customers are happy with their purchases and satisfied with the products we sell. However, we understand that sometimes this is not the case.
If you are having a problem with your item(s) or are in anyway unsatisfied with your purchase, you have the right to cancel:
. You have the right to cancel the order at any time before the expiry of a period of 7 (seven) working days beginning with the day after the day on which you received the goods.
You may cancel by giving us notice in any of the following ways:
1. by notice in writing which you send to our email address (given below)
2. by notice in writing which you send by post to our address (given below)
If you would like to talk to a member of our customer services team, you can call us anytime between 9:00 am and 5:00 pm Monday through Friday.
Apple-Bay head office is closed on Saturdays, Sundays and bank holidays. If you’d prefer to contact us via email, you can email us at [email protected] We try to answer all emails within 24 hours, and will usually arrange a suitable time to call you back. Please note that you will need to speak or get a confirmation by email from one of our representatives over the phone/email before an item return is allowed.
Conditions of return
To return an item to Apple-Bay Ltd and receive either a refund or alternative product, the following conditions need to be met:
• You will need to let Apple-Bay know that you intend to return the item within seven working days from the date of delivery.
• When returning items, the product(s) need to reach us within ten days from the date of delivery
• All items being returned must be sent along with a completed returns form.
• Item(s) must be returned in their original working condition.
• All items must contain all original accessories, such as cables, WIFI cards and manuals.
• Items must be returned securely and in suitable packaging.
If you are returning an item, we always recommend that you obtain suitable proof of postage. Apple-Bay accepts no liability for packages lost in the post.
. If the computer or items are damaged in transit, we won’t be able to refund or exchange your order. Is your entire responsibility to ensure that not screen, stand or any other components of the computers are damaged in transit when is sent back to us.
Your right of cancellation is in addition to your other statutory rights.
The after sales service and guarantees and the voluntary code for the return of goods by you to us mentioned below do not affect your statutory rights.
How do I return my item?
If you have decided that you would like to return your item, you will need to contact us by telephone on 01252 375167 or email us [email protected]
You will need to complete our returns form and state the reason for your return.
Once this has been approved the item can then be returned in the original packaging to our warehouse in Camberley, Surrey using a reputable courier and tracked.
You must have a proof of postage and/or tracking number for the item being returned. Is your responsibility that we receive the item in the same conditions as we’ve sent it to you. Unused, Not broken or damaged in any way.
Once we have received the computer or device, and if all the conditions set out in the Apple-Bay returns policy are met, we will issue a refund to the value of the item.
The goods must be returned to us at your cost. The goods must be unused or unaltered. This includes downloading of software and alterations to hardware. The computer or device must also be returned to us in the condition they were sold, i.e. complete. Also used within the Manufacturers guidelines and not be subject to any damage.
You are under a duty to take reasonable care of the goods (including reusable packaging, manuals etc.) until they are returned to us ;
You are under a duty to take reasonable care to see that they are received by us and not damaged in transit in any way;
We will charge you the direct costs to us of recovering any goods supplied by us if you fail to return the goods to us.
If the goods are used, you will be subject to a Disk wiping and Reloading fee this will be charged at £80 for Apple Mac systems.
How will I know you have received my returned item?
Apple-Bay will let you know via email once a returned item has arrived at our warehouse.
Please note it will take a few days for returns to reach us and be processed. If you’ve sent a return to Apple-Bay and haven’t received any confirmation within 14 days, please call us on 01252 375167 or email [email protected]
I received the wrong item
In the rare occurrence that you receive the wrong item, call us on 01252 375167 and we will do our best to resolve the issue as quickly as we can.
My item arrived damaged
All items are inspected before they are dispatched. We do accept that some items can occasionally become physically damaged during transit.
It is important that you let us know right away if there is any damage to the item as we can take this up with the courier. Please promptly call us on 01252 375167 to inform us of any physical damage to your item; our head office is open any time between 9:00 am and 5:00 pm.
*Customers must always thoroughly check that the item is in visibly good condition before signing with the courier to accept the delivery.
When you sign with the courier, you are accepting that the item is in “good condition.” This voids any insurance we take out of our items. This makes it impossible for us to claim for any damage with the courier.
If you have spotted any physical damage on your item that wasn’t listed on the item description, please tell the driver, and make sure you write “damaged” in the signature box.
Can I return my item if I simply don’t want it?
If we agree to accept any such goods for return, you shall be liable to pay a handling charge of (15%) of the invoice price. Such goods must be returned by you to us carriage-paid and in the original packaging.
Computers or devices which are by the agreement and are returned without our prior written approval may at our absolute discretion be returned to you or stored at your cost without prejudice to any other rights or remedies we may have.
How long do refunds take to process?
Once the returned item has arrived with us, we will take up to seven working days to authorise the refund.
The arrival time of your refund in your bank account depends on the banks clearing times. We ask you to allow up to 14 working days for clearance of the reimbursement into your bank, although sometimes it can be instant.
All the conditions set out in the Apple-Bay returns policy must have been met for us to process a refund.