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Frequently Asked Questions

Frequently Asked Questions


Browse F.A.Q. Topics


  • What is the battery condition like in your Apple laptops?
    As part of the very thorough 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.


  • Can I collect my item from your shop?
    We are unable to allow you to collect your purchase in person. We are governed by our merchanting / insurance rules that mean we have to deliver items purchased via electronic payment on our websites / eBay to the address registered against the payment card/account. In addition, we are quite strict on access to the facility, due to licensing conditions placed upon us by our accreditation partners and suppliers contractual stipulations, in addition to H&S / Insurance implications.
  • Will my order be delayed if I make a change? Can I change my delivery address?
    It is possible to change your order once it has been submitted however this will 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.
  • It won’t allow me to ship this item to my address?
    For customers not on the mainland or in the far areas of Europe we do not provide shipping on selected product lines. This is normally 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 certain locations, it is not commercially viable for us to ship to the address.
  • How much do you charge for shipping?
    The freight charge depends on your delivery address. Most items include free shipment to the UK and mainland Europe but this may vary.
    • United Kingdom (Mainland)
    All items are shipped free of charge to the UK on a next day service. We do offer the option for pre-12 delivery at a charge of £10 including VAT.
    • United Kingdom (Non-Mainland)
    We do ship to non-mainland locations at a charge of £35 including VAT.
    • Europe (Mainland)
    We ship to the following Europian countries;
    Czech RepublicDenmarkFrance
    Dependant on product line we do offer free shipment but shipping is generally £35 per item including VAT. International express delivery is also offered at £95 including VAT.
    • Europe (Non-Mainland)
    Delivery on small items such as a MacBook Pro for example is £60 including VAT. Larger items such as Mac Pro workstations are £95 including VAT
  • Can you deliver to my neighbour?
    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.
  • Do I have to sign for my item? What if i’m not in to sign for my item?
    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.
  • Once dispatched how long will it take for my item to be delivered?
    The normal delivery time from the package has left our warehouse is:
    • One working day to the United Kingdom
    • Three working days to Europe
    • Six working days to the remaining destinations
  • How long will it take for my item to be dispatched?
    We aim to dispatch all items within two working days of purchase.


  • Will I receive an invoice with my purchase?
    In short, yes. We send an invoice to the email address provided with every order which includes a breakdown of each product and VAT charged. For a business with accounts department, we do also provide an alternate delivery email address box allowing you to enter an alternate email for invoicing.
  • What payment methods do you accept?
    We offer payment via debit & credit card, PayPal, Apple Pay and bank transfer.


  • Why is there a price difference between these products?
    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.
  • Can I trade in my Apple Mac?
    We do not generally offer a trade-in service. We operate under ADISA certification rules, which mean that every item we purchase has to be 3-pass data wiped, 32 point ASD tested, technically assessed, have new HDD / RAM fitted, repair/replacement of any defects thrown up by the ASD test. Then, we have to sell adding 20% VAT, pay for packaging, shipping costs, cost of overhead recovery/wages, eBay fees, PayPal or credit card merchanting fees and then finally underwrite the cost of warrantying the unit for a minimum 6 months, usually a year. Because of all of this, we only make this work by buying in large bulk batches at trade prices. Therefore, any ‘trade in’ price we offer on individual items is generally a lot lower than you would be able to sell the item for yourself privately on, for example, eBay.
  • Do you offer educational discounts?
    Sorry to advise that educational discounts are only available on high margin, brand new Apple products, that you buy directly from Apple for many thousands of pounds. We operate at the opposite end of the market, delivering great refurbished Apple technology to people who couldn’t necessarily otherwise afford them, in high volumes, but low margins. We do our best to ensure our prices are as competitive as possible.


  • How long do I have to return the item?
    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.
  • I don’t need/want my item what do I do?
    If you are within 14 days of purchasing your item please contact our aftercare support team. If you send us an email, please include as many details as possible including your order number and a reason why you no longer want your item and we can discuss the refund of your order. If you are outside of the 14 days we are not able to offer a refund of your order.
  • The item I received is incorrect or something is missing
    Please contact our aftercare support team. If you send us an email, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.
  • How do I return 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.


  • Is my personal data secure while my item is being repaired?
    MacBank (MacRefresh Ltd.) is a certified data secure facility. Our certifications include, GDPR compliance, NCSG (CESG) approval, ADISA accreditation and Blancco certification.
  • How do I send my item in to be fixed?
    First, you must first obtain a returns reference number by calling Technical Support. Goods returned without a valid returns number will be rejected. Our logistics department will assist with the shipment of your item to our repair centre.
  • How do I see when my warranty is valid till?
    You will receive the expiry date of your warranty on the included literature in your package. You can also contact our support team at any time to check.
  • What does your warranty cover?
    In short, our warranty covers the hardware and software that we provide. We have a dedicated warranty team and an in-house repair centre. Please see our warranty terms on our terms and condition for full details. For further coverage please see our Protection Plan.
  • I’d like to speak to a computer technician how do I get in touch?
    Our technical department is exclusive to the MacBank client base. If you are having an issue with an item you purchased from us; please contact our technical team. Their details can be found on our support page. Please have your item serial number and your Invoice or Order Reference number to hand when calling or include these details in any email correspondence. Without proof of purchase, we cannot assist you.
  • What do I do if I have a problem with my item?
    Contact our support team using the information found on our support page. They will create a support case for you and provide telephone, email & remote access support to address the issue you're experiencing.
  • How long is the warranty on a product?
    You will find the warranty length under the warranty heading underneath the description of an item. Generally, all items come with a one year warranty however some do offer our extended warranty Protection Plan which provides three years warranty.