How can I return my item?

Holiday Return Policy

Items purchased at the Apple Online Store that are received between 14 November and 25 December, 2018 may be returned until 8 January, 2019. Please note that all other terms and conditions provided in the Apple Online Store Sales and Refunds Policy are still applicable with respect to such items purchased. All purchases made after 25 December 2018 are subject to the Standard Return Policy.

Standard Return Policy

Returns can be arranged via our online Order Status website in one single step.

Returns are subject to Apple's Sales and Refunds Policy. You can indicate your intent to return within 14 days of receiving your product. You have a further 14 days after indicating your intent to return to then return your products or arrange for their collection. Software returns are also accepted within this period, but only if the software was not unsealed. This option is in addition to your consumer rights to return defective products. Click here for more details and check “What happens if I have received a defective item” below.

If you do wish to return your order, or just certain items from it, please use our online Self Service website or contact us. Be sure to to provide the following details:

  • Your Web Order Number.
  • The full address from where we can collect the goods.
  • A contact phone number

On receipt of your e-mail, we will provide you with a Return Material Authorisation (RMA) number. Indicating this number clearly on the packaging of the goods you are returning will help ensure that your returns are processed quickly.

Please visit Section 6 of our terms and conditions for comprehensive information about what items can be returned.

Please visit our Step-by-Step Guide to learn more about returns.

Apple Store Return Policy

You can indicate your intent to return within 14 days of receiving your product. You have a further 14 days after indicating your intent to return to then return your products or arrange for their collection.

Pickup Point Return Policy

Returns can be dropped off at any Pickup Point location by printing a return label from the Self Service website. Once printed, attach the label to your repackage item and drop off at your chosen Pickup Point within 5 days.

iPhone and iPad Returns — Wireless Service Cancellation

Wireless carriers have different service cancellation policies. Returning your iPhone or iPad may not automatically cancel or reset your wireless account; you are responsible for your wireless service agreement and for any applicable fees associated with your wireless account. Please contact your provider for more information.

Refunds

Once we receive your item, a refund is initiated immediately. If you cancelled a pickup item and you were billed for it, we initiate your refund immediately after you submit your cancellation request. The way your refund is processed depends on your original payment method:

  • If you paid by credit or debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
  • Products purchased from apple.com using an Apple Store Gift Card will be refunded to you as an Apple Store Gift Card by email. If you’d like us to send you an Apple Store Gift Card, ask the representative helping you.

Exchange an item

If you purchased your item from an Apple Store, you can return it to any Apple Store in the same country for an exchange. Item exchanges are subject to in-store product availability. It's a good idea to check in-stock availability by calling the Apple Store, or by viewing the product on apple.com to see if the item is available for pickup nearby. Personalised items and custom-configured Macs may not be eligible for exchange at an Apple Store.

Items ordered on apple.com that arrived damaged or are incorrect can be returned to any Apple Store in the same country, or by contacting Customer Service.

How long does it take to process my refund?

Once your goods are back at Apple’s warehouse, your refund will be processed. Please allow 5-7 days for the refund to reach your account. For cash payments such as cheque and wire transfer, we will require your bank details, including IBAN/SWIFT, to proceed with the refund to your account.

What happens if I have received a defective item?

If you're having trouble with your new Apple product or believe it is defective, please call Apple Care immediately to report your defective product. If you are having trouble with non-Apple branded hardware, or believe it is defective, please call Apple Store Customer Service immediately to report your defective product.

You can review your rights under the Sales Policy here. Apple One-Year Limited Warranty or, in the case of products that are not Apple-branded, the product manufacturer’s warranty (as appropriate) are separate from and in addition to consumer rights provided under UK consumer law. For details, click here.

My invoice has not been shipped with my order.

Within 2-3 days of your order being dispatched, you should receive an official Apple invoice by e‑mail.

If you do not receive this invoice, or if you require an additional copy for your records, you will be able to print your invoice on our Self Service website.

If you have further questions about VAT, please click here.