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Western Computer Online Store

 

Terms and Conditions

 

Order acknowledgment

To place an order for products at the online store, simply add the products you wish to your shopping basket and check out by selecting either Click & Collect or Delivery. After we have received and processed your order, we’ll send you an order confirmation email. All that remains is for us to deliver the products, or for you to collect them from one of our stores.

 

Shipping and delivery

We offer free home delivery on purchases over £200 and on all Click & Collect orders. Any home delivery orders under the total value of £200 will be charged at the fixed rate of £6.00.


Please note that we do not deliver outside of mainland UK. Please allow 1-4 days for delivery. We aim to achieve the following delivery times for both UK delivery and Click & Collect: 

 




 

 

 

 

 

 

Please note all orders placed over bank holidays will be processed the next available working day.

If you have opted for home delivery, you will receive an Order Dispatched email from webstore@western.co.uk as soon as your products have been dispatched from our warehouse. This email will contain a courier Tracking ID which you can use to find the status of your delivery, using the courier’s web portal. Please note that your order may arrive on separate deliveries. The estimated delivery times above will still apply.

Occasionally something will happen out of our control, such as floods, snow or other adverse weather conditions or things like, sporting events, which result in closed roads. We can’t be held liable if we can’t fulfil delivery due to reasons beyond our control.

If you have opted for Click & Collect, you will receive an email from us as soon as your products are ready for collection.

 

 

Click & Collect

Western Computer online store offers Click & Collect where you can collect your product from a store of your choice. This will be chosen from a list of available locations at the point of order. 

We will notify you by email as soon as your products are ready for collection. Please do not try and collect your items before you have received a confirmation email from us. 

Please remember to bring with you a copy of your order confirmation and valid photo ID as we will need to see this in order to release your product. This can either be a valid driver’s licence or passport. 

Unfortunately we are unable to release your products to somebody collecting them on your behalf. Please ensure you collect your Click & Collect order within 30 days of purchase.


If you change your mind

If you change your mind and wish to return your product, you may do so providing you inform us no longer than 14 days of delivery or collection by completing the Return Request Form available here and selecting 'Returning unwanted product'. If you no longer want your home delivery order, you will still need to accept delivery of the product. 

We will aim to respond within 48 hours of receiving your Return Request Form. Once your Return Request Form has been accepted, you will receive notification from us authorising the return of your product. Any correspondence relating to return requests will be sent to the email address linked to your online customer account. 

You must receive authorisation from us before returning products. You will need to return your product to us within 14 days of receiving authorisation. Any products returned without authorisation will need to be collected.

You can choose to return the product to any Western Computer store where we will offer you a refund or replacement.

If you are unable to visit a store, we will organise a courier to collect the unwanted product. You may specify the address for the courier collection and you will also have the option to change your allocated date. You may use your own courier. However, if you choose to do so, you remain liable for the return of the product and we will not reimburse any courier costs.

Please be careful not to break cellophane/tape seals on any product until you are sure it is right for you. If the product has been opened, you will not be able to return your product.

Please note your original order confirmation form is required for all returns in store. 

Products should be returned in the original packaging. 

Once your return has been approved, we will issue a refund onto the card you used for your original purchase within 14 days.

If you are cancelling a Click & Collect order, please complete the Return Request Form available here. There is no need to visit a store. Please allow up to 4 days for return approval.

Once your Return has been approved, we will issue a refund onto the card you used for your original purchase within 14 days.



If your delivery gets lost in transit

If you do not receive your delivery within the time frame set by the courier, please contact the courier directly to locate your delivery. You will have the option to reschedule the delivery, or you will have to collect the delivery from the courier’s local depot/drop off point. Courier contact information can be found via the link within your Order Dispatched confirmation email.

Please note that your order may arrive on separate deliveries. The estimated delivery times stated above will still apply.

If the courier confirms that your product is lost, please notify us within 24 hours by completing the Return Request Form and selecting 'Order cancellation'. The Return Request Form is available here. We will need to locate your delivery before we can process your return. 

Once your return has been approved, we will issue a refund onto the card you used for your original purchase within 14 days. 


If box contents are missing from your delivery

Please email webstore@western.co.uk quoting your Web Order Ref. We will need to know the product code and quantity of the products that are missing. We will also require an attached photo of the condition of the packaging.  

 


If your delivery arrives damaged

If your delivery arrives damaged, please sign the courier delivery receipt as 'damaged' when signing for the product. 

Please then notify us within 24 hours by completing the Return Request Form available here. You must provide us with a photo of the damaged delivery.

We will aim to respond within 48 hours of receiving your Return Request Form. Once your Return Request Form has been accepted, you will receive notification from us authorising the return of your product. Any correspondence relating to return requests will be sent to the email address linked to your online customer account.

You must receive authorisation from us before returning products. You will need to return your product to us within 5 days of receiving authorisation. Any products returned without authorisation will need to be collected.

You can choose to return the product to any Western Computer store where we will offer you a refund or replacement.

If you are unable to visit a store, we will organise a courier to collect the damaged product. You may specify the address for the courier collection and you will also have the option to change your allocated date. You may use your own courier. However, if you choose to do so, you remain liable for the return of the product and we will not reimburse any courier costs. 

Please note, your original order confirmation form is required for all returns in store.

Products should be returned in the original packaging.

Once your return has been approved, we will issue a refund on to the card you used for your original purchase within 14 days.

 


If your product develops a fault within the first 30 days

If your product develops a fault within 30 days of purchase, please contact AppleCare on 0800 107 6285 to see if the issue can be resolved over the phone.

Please note that you only need to contact AppleCare for the products listed below. 

- Mac
- iPad
- iPhone
- iPod
- Apple Watch
- Time Capsule
- AirPort Express
- AirPort Extreme
- Apple TV
- Apple Mouse, Trackpad and Keyboard
- AirPods
- Apple Pencil
- Apple Smart Battery Case
- All Beats products


If AppleCare confirm that the product is faulty or the product is not listed above, please complete the Return Request Form available here

We will aim to respond within 48 hours of receiving your Return Request Form. Once your Return Request Form has been accepted, you will receive notification from us authorising the return of your product. Any correspondence relating to return requests will be sent to the email address linked to your online customer account. 

You must receive authorisation from us before returning products. You will need to return your product to us within 30 days of receiving the product. Any products returned without authorisation will need to be collected.

You can choose to return the product to any Western Computer store where we will offer you a refund or replacement.

If you are unable to visit a store, we will organise a courier to collect the faulty product. You may specify the address for the courier collection and you will also have the option to change your allocated date. You may use your own courier. However, if you choose to do so, you remain liable for the return of the product and we will not reimburse any courier costs.  

Please note your original order confirmation form is required for all returns in store.

 Products should be returned in the original packaging.

Once you return has been approved, we will issue a refund onto the card you used for your original purchase within 14 days. 



If your product develops a fault after the first 30 days

Please return the faulty product to any Western Computer store with a copy of your Order Confirmation. We will either repair or replace your product.

Mac, iPad and iPhone are covered under the Western Computer two year guarantee. For more information about our two year guarantee, please click here. Western Computer can support all warranty issues on your Apple products.

Faulty non Apple hardware and accessories may be returned up to 12 months after the purchase date. Manufacturers warranties are not covered in store once the item is over 12 months old. Software cannot be returned once opened or downloaded.

 

 

Accepted payment methods

You can pay for products online using most major debit or credit cards. Please note we do not currently accept payment by American Express.

To ensure that your credit or debit card is not being used without your consent, our payment agent, SagePay, will validate name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting these terms and conditions, you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered Credit Reference Agency, which may keep a record of that information. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.

Our payment Service Provider is SagePay (formerly Protx) - the largest independent payment service provider (PSP) in the UK and Ireland.

SagePay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is SagePay’s utmost priority to ensure that transaction data is handled in a safe and secure way.

SagePay uses a range of secure methods such as fraud screening, I.P. address blocking and 3D Secure. Once on the SagePay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards. 

SagePay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable. 

SagePay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation. 

In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL. 

 

 

Your responsibilities 

 

You, as the owner of the device, are responsible for its use, maintenance and storage in accordance with product manuals and documentation. If your product is capable of storing software, programs, personal data and other information, you should make a backup of any information as a precaution against hardware failure. Western Computer is not liable for loss of data or the safe keeping of data while devices are being returned. Please ensure that all accessories are removed from items being returned. Western Computer will not be responsible for the loss or return of these items. 

 

 

Pricing and price reductions/corrections

Western Computer reserves the right to change prices for products displayed online at any time. Any price changes will not affect an order that has already been accepted. In the event of a pricing error, we will notify you of the error and allow you to either proceed with the transaction at the correct price or cancel your order at no cost to you.

 

 

iPhone and iPad purchases

Please ensure that SIM cards, screen protectors and cases are removed from items being returned. Western Computer will not be responsible for the loss or return of these items.

 


'Find my iPhone' must be disabled


‘Find my iPhone’ must be disabled from devices being returned to us. For advice and assistance on removing ‘Find my iPhone’, please click here .

 

 
Online customer service and how to contact us

If you experience any problem with your order, please contact Western Computer by emailing us at webstore@western.co.uk. We aim to respond within 48 hours of receiving your email. 


 
Personal information

We will use the personal information you provide to us to:

   •      Supply and deliver the products.
   •      Process your payment for such products.
   •      Inform you about similar products or services that we provide, but you may stop receiving these at any time by clicking ‘unsubscribe’ from any of our emails. Should you experience any issues unsubscribing from our mailing lists, please email marketing@western.co.uk detailing your issue.

You agree that we may pass your personal information to our delivery agents or credit reference/fraud preventions agencies and that they may keep a record of any search that they do. We will not give your personal data to any other third party without your consent.

 

 

FAQs


How can I find my order confirmation?
Once you have logged into your account you can view your transaction history by clicking Order History under the My Account tab. Click on the order reference number to view a copy of the order confirmation.

 

How can I find my web order reference?
Your Web Order reference can be found on your order confirmation. For information on how to view a copy of your order confirmation please see above.


How can I track my delivery?
You can track your delivery by clicking the link within your order dispatch email.

How can I find the serial number of my Apple product?
For information on how to locate the serial number of your Apple product, please click here.

How can I find the product code?
The product code of your item can be found on your order confirmation which you can view by clicking Order history under the My Account tab and selecting the relevant order reference number.

Is student discount available for online purchases?
Unfortunately we are currently unable to offer student discount online. However, a 10% student discount on Mac is available at your local Western Computer store.

Can I order a custom configuration Mac from the online store?
Unfortunately we are currently unable to offer the facility to customise Macs at our online store. However, if you wish to order a custom configured Mac you can do so at your local Western Computer store.

How can I change my online account email address and password?
In order to change your account email address or password click My Account found in the navigation bar and select either the Contact details or change password tab.  

How do I cancel my order?
For information on how to cancel an order, please click here.

Why has my return request been rejected?
If we have not accepted your Return Request Form and you are unsure why, we suggest you check that the web order reference matches the product you wish to return when submitting another form.  


 

General information

We are entitled to change or amend our website without giving you notice, but the terms and conditions applicable when you placed your order will continue to apply to those products. We are not liable for any loss of profit, loss of business, business interruption or business opportunity.

Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

 


Company information

Western Computer Group Limited, Victoria House, Temple Gate, Bristol, BS1 6PW - Company Reg: 1850885
Registered VAT number: 329014674
e: webstore@western.co.uk