Terms & Conditions
In-Store Consumer Returns Policy
Any item may be returned for refund or exchange within 30 days of purchase providing that the product has not been opened or used. (excludes iTunes gift vouchers and CTOs). Apple products purchased from Western Computer that are faulty within 30 days of purchase may be returned to store for replacement or refund. (excluding printers). All Apple products are covered under a one year warranty unless AppleCare Protection Plan is applied to certain items. 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. These items will be repaired or replaced. Manufacturers warranties are not covered in store once the item is over 12 months old. A valid proof of purchase is required for all returns. Software cannot be returned once opened or downloaded. This does not affect your statutory rights.
Online Store Terms and Conditions
Shipping and Delivery
We offer free delivery on online store purchases. Please note that we do not deliver outside of mainland UK. Please allow 1-4 working days for delivery*. We aim to achieve the following delivery times for both UK delivery and In store collection: Mon- Thur (Ordered before 1pm) > Next working day delivery. Fri > Monday delivery. Sat-Sun > Tuesday delivery.
The above is subject to stock availability. *All orders placed over bank holidays will be processed the next available working day. If you have opted for 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 In store collection, you will receive an email from us as soon as your products have been delivered and are ready for collection.
In Store Collection
Western Computer online store offers in store collection 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 order within 30 days of purchase.
Online Store Returns
If you change your mind and wish to return your product, you have 30 days to do so. You must complete the Returns Request form here and have the product returned to us within 30 days of your invoice date.
If you no longer want your home delivery order, you will still need to accept delivery of the product. Please allow 48 hours for us to process your return request. 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 after you have received a response from the returns form. Any products returned without authorisation will need to be collected. You can choose to return the product to us within 30 days and then we will offer you a refund or replacement.
If are unable to visit a store and wish to return a faulty device, we will organise a courier to collect from you. 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. You are required to arrange your own shipping method if the device in unwanted. 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 canceling a Collect from Store order, please complete the Return Request Form 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.
Western Computer 2-Year Guarantee
Our 2 year guarantee is available all year round when purchasing a new Mac, iPad, iPhone, iPod, Apple Watch, Apple TV or HomePod when purchased in-store or online. We are confident your new Apple device will give you many years of service, but in the unlikely event that something may go wrong, we are the best people to look after your device. Western Computer is one of the UK’s largest Apple Authorised Service Providers.
In the unlikely event a hardware fault occurs, please visit your nearest Western Computer store. One of the team will confirm the issue and if required, book your qualifying product into our on-site Service Centre. Any claims under this guarantee will need confirmation of the serial number and the original date of purchase from your receipt, so please keep it safe.
Guarantee Exclusions
Repair costs caused by external factors, such as computer viruses, malfunctioning software (including the operating system), theft, accidental or deliberate damage, for example if the product is dropped or has liquid spilt onto it. Depleted or consumed batteries. Cosmetic items, such as scratches, dents, corrosion or discolouration. Any consequential loss suffered as a result of not being able to use the product, or any loss or replacement value over and above the purchase price of the original item. Recovery or compensation for data loss. Issues that have resulted from the failure to follow the manufacturer’s operating instructions. Shipping or transportation costs. Please note, products must be returned to a Western Computer store. We are unable to collect or return directly to a customer’s address. Devices used commercially or purchased by a business or institution. Ex-demonstration devices that are purchased in store. Any work carried out by a 3rd party company cannot be charged back to Western Computer. Work carried out by a non Apple Authorised Service Provider will invalidate the guarantee. All faults must be reported and returned to Western Computer directly. Free telephone technical support is not included in this guarantee. If you require assistance, please visit your nearest Western Computer store. In-store support is available upon request. After the first year, storage devices (such as hard drives or solid state drives), external power chargers and cables are excluded from the Western Computer guarantee but may be covered by EU consumer law. Any purchase made online with a promotional code will receive the standard Apple 1-year warranty.
The guarantee is non-transferrable and provides services for goods bought and used in the UK only. This guarantee does not affect your statutory rights.
Service Terms & Conditions
Western Computer will carry out all services and repairs as described on the Service Parts Authorisation form. Warranty repairs will not require authorisation and a description of the repair will be provided on the Service Collection form. When the service is covered by Apple’s warranty, an extended service contract or Western Computer guarantee, the relevant terms will apply. Western Computer may restrict service to one product per customer during your visit to a Western Computer Store.
Data Back-up prior to servicing your product
It is solely your responsibility to decide whether to back up and/or erase any existing data, software, and/or programs from your product prior to it being submitted for service. It is also your responsibility to ensure that the product does not contain any illegal files or data. We appreciate that customer data is very important and data loss during service is always a possibility. In some situations, data on a product may be unrecoverable, erased, or reformatted during service. In addition, you accept that your device may be sent out by a delivery carrier to be serviced by an external service provider. For these reasons, it is recommended that you back up your device and wipe it, prior to service. Western Computer is not responsible for loss, recovery, or compromise of data, software or programs or for loss of use of your product or other equipment due to services provided by Western Computer.
Inspection fees for in warranty and out of warranty situations
There is a non-refundable inspection and diagnosis fee for any device that is out of warranty when booked in for service. Current charges as of May 2023 are Mac £79.00, iOS £49.00, Port clean £19.00 and Premium support £99. A quote will be provided for the parts required to complete the repair upon completion of inspection and diagnosis. If a product is booked in for service under warranty but subsequently found to be out of the remit of the warranty conditions e.g. water damage, we will ask you to pay the standard inspection fee before continuing. The job will then be treated as an out of warranty situation and a quote provided for future costs. Should you decide to not go-ahead with the repair of a Mac after the diagnostics fee. You can receive a £50.00 credit towards upgrading to a new Mac purchased from Western Computer. This is to be used on the day of collecting your old Mac.
Inspection and Diagnosis
As part of the diagnosis procedure on your product, we may be required to use software that will document and record your Apple applications, operating system and hardware configuration.
Same-day iPhone repairs
Same-day iPhone repairs are subject to demand and availability and not guaranteed. Same-day iPhone repairs are only available Monday-Friday and must be dropped off with us by 12PM.
Situations where products may be returned without being serviced
Western Computer reserves the right to return the product to you without servicing it, if the reason for service is failure of parts that are not original to the product. We may also return the product without servicing it if the damage was caused by abuse, misuse or other external cause. In these cases, you may also be accountable for payment of our standard inspection and diagnostic fee.
Western Computer will not be responsible for any damage to the product that occurs during the service process that is a result of any unauthorised modifications, repairs or replacements not performed by Western Computer or an Apple Authorised Service Provider. In the case of damage from unauthorised parts, modifications and abuse as described above, Western Computer will seek your approval for the extra costs to complete the service. This may also apply even when products are covered by an existing warranty or the product is protected by an AppleCare service plan. If you do not give your permission, Western Computer reserves the right to return your product with the service incomplete and still in a damaged condition without any responsibility on our part.
If, in order to repair your product, additional labour and/or parts are required, in addition to the initial quotation, Western Computer may seek your agreement to a new estimate of costs. If you do not consent to the revised charges, Western Computer may return your product and you may be responsible for the standard diagnostic fee.
Vintage Devices
Products are considered vintage when Apple stopped distributing them for sale more than 5 years ago. Apple consider devices obsolete when Apple stopped distributing them more than 7 years ago. Western Computer can run diagnostic tests on vintage devices only. As of July 2022, the fee for vintage diagnostics is £50. This is a non-refundable diagnosis fee and additional fees may apply. Western Computer reserves the right to return the product to you without servicing it. Vintage devices can not be repaired using Apple Authorised parts as they are no longer produced. As an Apple Authorised Service Provider, we only use Apple-approved parts. If your device is not powering on or performing suitably we may not be able to repair the device using a software fix. If your device is being repaired using software and a hardware element fails whilst in our care, we will not be responsible for any loss of data or replacement device. All jobs need to agree to our Terms and Conditions before being booked in.
To find out if your device is listed as vintage please click here
Damage inspections
Your product will be inspected for damage when it is booked in. The inspection is done by eye and is a simple external inspection. Further damage may be discovered in the service department where further inspection tools such as LED lights and digital magnifying devices are used. You will be informed of any additional damage that may effect the completion of work needed on your device.
Replacement Parts
When a part or product is replaced, Western Computer retains the exchanged part or product. The exchanged part or product is immediately sent to Apple and cannot be returned to you. The replacement part or product becomes your property. All iOS devices are exchanged with a equivalent product unless a same unit repair can be completed. All parts or replacement units carry a 90 day warranty from date of job completion unless original warranty extends further.
Collecting your product from Western Computer
Your product must be collected from Western Computer within 60 days after being notified by us that the product has been serviced. All charges must also be paid for at this point. After 60 days, Western Computer may notify you that it considers your product abandoned. If the product is not collected with all charges paid for within a further 90 days, Western Computer will dispose of it in accordance with applicable law.
Responsibilities after service
Western Computer warrants that the service will be performed with all reasonable skill and care and that, for a period of 90 days from the date of service, all parts used to service your product will be free from defects in materials and workmanship, unless otherwise specified.
If Western Computer is in breach of these T&Cs, it will only be responsible to you for any loss or damage that you suffer to the extent that such loss or damage was a foreseeable consequence to both you and Western Computer at the time you agreed to these T&Cs. Furthermore, Western Computer will not be liable to you for any loss of revenue; loss of actual or anticipated profits (including loss of profits on contracts); loss of the use of money; loss of anticipated savings; loss of business; loss of opportunity; loss of goodwill; loss of reputation; loss of, damage to, or corruption of data; or any costs of recovering, programming, or restoring any program or data stored or used with your product and any failure to maintain the confidentiality of data stored on your product. The foregoing limitations shall not apply to Western Computer’s liability for: (a) death or personal injury, (b) fraud or fraudulent misrepresentation, or (b) any liability which by law cannot be excluded or limited. Western Computer specifically does not warrant that it will be able to (i) repair or replace your product without risk to or loss of programs or data, and (ii) maintain the confidentiality of data. Nothing in these T&Cs will reduce your statutory rights relating to faulty or misdescribed goods. For further information about your statutory rights contact your local authority Trading Standards Department or Citizens’ Advice Bureau.
If service involves transferring information or installing software, you represent that you have the legal right to copy the information and agree to the terms of the software license, and you authorise Western Computer to transfer the information and accept such terms on your behalf in performing the service. If you are not satisfied with our final response to your service request and you would like to use alternative dispute resolution, please contact the Retail Ombudsman (www.theretailombudsman.org.uk) to review your claim. Western Computer is not required and does not intend to engage in alternative dispute resolution.
These T&Cs are governed by English law. These T&Cs are the only ones that govern Western Computer’s service of your product.
Easy Upgrade Finance
Terms and conditions apply. Available in-store only and not available online. Subject to status and credit check by Klarna Bank AB. Available to applicants aged 18 years and over only. Available to UK residents only. Interest-free credit available on qualifying products only.
Trade-in values are estimates only and cannot be determined until the device has been fully inspected.
Western Computer acts as a credit broker and offers the Easy Upgrade Plan from Klarna Bank AB.
Registered office: Western Computer Group Limited, Eagle Tower, Montpellier Drive, Cheltenham, Gloucestershire, GL50 1TA. Company Registration Number: 01850885.
Credit provided by Klarna Bank AB, which is authorised and regulated by the Swedish Financial Services Authority, with limited supervision by the Financial Conduct Authority and Prudential Regulation Authority in the UK. Klarna Bank AB (publ). Headquarters: Sveavägen 46, 111 34 Stockholm. Organization number: 556737-0431.
Terms & Conditions apply. Finance full terms and conditions available on application. Device trade-in and upgrade after 24 months is subject to these terms and conditions.
*Easy Upgrade 36 Example: MacBook Air 13-inch MGN63B/A (retail price of £999.00) purchased at £26.48 a month over 47 months. After 36 payments, the amount paid would be £1003.23, at which point you could be eligible to upgrade to a new Mac. If not upgrading, the estimated total over 42 months is £1,110.93 after which the device can be kept. A mandatory 5% deposit is required for the purpose of this example deposit would total £49.95. In order to upgrade, the device being handed back would need to be returned in the pre-agreed condition and the balance of the agreement would be settled. If the device is not as per the pre-agreed condition, we would advise of repair cost or a reduced trade in value. We would credit the Klarna account accordingly. Additional payments would need to be made directly with Klarna to settle remaining balance on the agreement. Details correct at time of publishing. E&OE.
*Based on Easy Upgrade pricing at 9.45% APR. E&OE. Only available at our Chelmsford, Cheltenham, Chester, Cirencester, Oxford, Leamington and Preston locations. Consumer finance only (businesses excluded). Credit is subject to application & status. Terms and conditions apply, only available to UK residents over the age of 18 years old. Interest free finance is only available on qualifying Mac Products. Credit provided by Klarna Bank AB, which is authorised and regulated by the Swedish Financial Services Authority, with limited supervision by the Financial Conduct Authority and Prudential Regulation Authority in the UK. Klarna Bank AB (publ). Headquarters: Sveavägen 46, 111 34 Stockholm. Organization number: 556737-0431 Terms & Conditions apply. Finance full terms and conditions available on application. Don’t forget to pay. If you miss monthly payments, promotional interest rates are cancelled and you will be required to pay interest on repayments. Representative 0% APR (variable).
Trade in.
1Terms and conditions apply. Trade-in amount may vary depending on condition and type of device you trade in. This offer is only available to individuals when purchasing a new Mac, iPad or iPhone in-store. Offer only available on presentation of a valid form of identity. You must be at least 18 years old. You will be required to agree to the full terms and conditions available at your local Western Computer Store. Online and in-store valuations may vary. We reserve the right to refuse or limit the quantity of any device for any reason.
2£4.99/month after free trial. One subscription per Family Sharing group. Offer valid for three months after eligible device activation. Plan automatically renews until cancelled. Restrictions and other terms apply. See apple.com/uk/promo for more information.
3£9.99/month after free trial. No commitment. Plan automatically renews after trial until cancelled. Apple Fitness+ requires iPhone 6s or later and an eligible Apple Watch.
Privacy Policy
Western Computer understands that your privacy is important to you and that you care about how your personal data is used and shared online. Our privacy policy shows you how we use your personal data to ensure that we comply with the requirements set out by the General Data Protection Regulation (GDPR).
The personal information we collect and how we use it
We store and use your name, address, email address, telephone number in order to carry out various tasks within our organisation through our stores, service centres, website and online portals.
Your rights
You have the right to ask us not to process your personal data for marketing purposes. We will ask you for your permission before collecting any personal data. As a data subject, you are entitled to the following rights:
• Right of access – you have the right to request a copy of the information that we hold about you;
• Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete;
• Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records;
• Right to restriction of processing – where certain conditions apply, you have a right to restrict the processing;
• Right of portability – you have the right to have the data we hold about you transferred to another organisation;
• Right to object – you have the right to object to certain types of processing such as direct marketing;
• Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling;
• Right to judicial review: you are authorised to bring a proceeding before a national court if you consider that your rights have been infringed as a result of unlawful processing of your personal data us.
Privacy statement
In this section, we will further inform you about how and why we use your personal data.
Personal data
Under the EU’s General Data Protection Regulation (GDPR) personal data is defined as:
“any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person”.
How we use your personal data
We will store and use the personal data you provide in a manner compliant with the EU’s General Data Protection Regulation (GDPR). We will strive to keep your information accurate and up to date, and not keep it for longer than is necessary. We are required to retain information in accordance with the law, such as information needed for income tax and audit purposes. How long certain kinds of personal data should be kept may also be governed by specific business-sector requirements and agreed practices. Personal data may be held in addition to these periods depending on individual business needs.
Why do we need to collect and store your data?
In order to provide you with our products and services we need to collect personal data for correspondence, audit and accounting purposes. We are always committed to ensuring that the information we collect is appropriate for this purpose, and does not constitute an invasion of your privacy.
We will reach out to you for additional consent, should we plan to contact you for marketing purposes.
Are we sharing your personal data with third-parties?
Any third-party that we may share your data with is obliged to keep your personal data securely, and to use it only to fulfil the service they provide on our behalf (such as online store transactions, finance applications and service repairs). When they no longer need your data to fulfil this service, they will dispose of the details in line with our retention procedures. Western Computer make certain personal information available to third party partners that work with us to provide products, services and marketing communications. For example, if a customer places an order through our online store, a name, address and email address will be shared with our distributor. If you follow a link from our website to an external site or service, this policy will no longer apply. We are not responsible for the information handling practices of third party sites and we encourage you to read the privacy policies appearing on those sites or services before entering in personal data.
We share personal data with the following third parties:
• Apple: For product servicing and education discounts.
• Tech Data (Apple U.K. Distributor): For the processing of orders. This includes transactions made through our online store.
• V12 Finance: For finance applications processed in store.
• Klarna Finance: For finance applications processed in store.
• Brace Creative Agency (website and online store developers): For online store transactions.
• HMRC: To comply with U.K. taxation and accounting regulations.
Western Computer will not share your data with any other third-parties. Unless we are legally obliged to do otherwise, we will always contact you for your consent, regarding sharing your personal data to third-parties.Can you find out what personal data we hold about you? You are entitled to know what information we hold about you, therefore, we will at your request confirm what personal data we hold and how it is processed.
What are you entitled to request if we hold your personal data?
If we hold any personal data about you, you can request following:
• Information about the purpose of the processing as well as the legal basis for processing;
• Information about categories of personal data collected, stored and processed;
• Information about any third-person service providers we disclosed/planning to disclose your personal data to;
• Information about safeguards we have provided for transferring your personal data to a third country;
• Information about how long we plan to keep your data;
• Information about the source of the data (if you are not sure data was collected directly from you).
Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.
Online Store and Payment Gateway Services
Payment information entered our online store will be provided directly to SagePay. Any information being entered when transacting at our online store will be encrypted using SSL technology. All online store accounts will also require a password.
Data retention
We will not store your data for any longer than is necessary. If you have purchased goods or services from us, we will retain your data in accordance with HMRC accounting regulations. If you request a quotation from us, your information will be deleted after 90 days. Service information will be retained for 6 years in order to provide the service history of your product if required.
Children
In using our services online and in store, you confirm that you have read and consented to this Policy and verify that you are over the age of 13.
Email marketing information
We will only send you email marketing communications if you have given us your consent to do so. If you no longer wish to receive email marketing communications, click the ‘unsubscribe’ button at the footer of one of our emails. Please note that if you have provided us with your email address to book in a device at one of our service centres or if you have requested a digital receipt, your email address will remain on our internal systems to provide you with updates on your repair or to send you a digital receipt in the future.
Additional information and how to contact us
If you would like to update your records, see a copy of the information that we hold about you or if you have any questions that we have not covered in our policy, please contact us at Data Protection Officer, Western Computer Group, Suite 111-112, Eagle Tower, Montpellier Drive, Cheltenham, GL50 1TA or email dpo@western.co.uk. You will need to provide a copy of proof of identification before we can share any information (this must be a passport or identity card). Please do not send us any original documentation as we will be unable to return them. Requests can take up to 28 days to receive a response from the date it is received.
Complaints
If you are dissatisfied with the way your personal data is being processed, you can lodge a complaint to the ICO by calling 0303 123 1113.
www.western.co.uk is brought to you by Western Computer Group Limited, a company incorporated and registered under company number 1850885. VAT No: 329014674.
Any changes we make to our Privacy Policy will be published here. Please check back frequently to see any updates or changes.
This Privacy Policy was last updated on 27th September 2019.
