Depending on whether we provide you with products or services, iStore is Albion/iStore, iStore/Albion Computers PLC. Our terms below set out which company provides the relevant products or services to you.
The policies and terms and conditions for the purchase, support and servicing of products and other services provided by iStore are provided below. Our privacy policy, cookie policy, website terms of use and acceptable use policy are also provided. From time to time iStore may run offers, promotions or other competitions. As and when we do, the additional relevant terms provided below will apply.
You can also read our Webshop FAQs for more information about web orders and track their ETA.
These terms and conditions (“Terms”) govern the sale of products by iStore (“we,” “us,” or “our”) through our website istore.co.uk.
By placing an order on our website, you agree to be bound by these Terms. Please read them carefully before placing an order.
These terms are governed by English Law.
Ordering
Orders must be paid for in advance or shipment. We reserve the right to reject or cancel any order, for example, if there is a pricing error.
We’re unable to change your delivery address to a different one after an order is placed if you have paid with finance. For other orders this will be reviewed on a case by case basis.
Deliveries times are estimates only and may be effected by factors beyond our control.
Orders placed before 3pm Monday to Friday will be processed same working day. Orders placed on Saturday / Sunday and Bank holidays will be processed the next working day. It may take longer for your order to be processed during busy periods such as major product launches and the holiday season.
Once your order and payment has been processed we will email you confirmation and to advise that your order is ready for dispatch. Goods will be sent on a next business day using a tracked courier service. Your order may arrive in separate shipments as stock becomes available.
Missing order, late or damaged delivery:
If an item or order is missing or damaged you must notify webshop@istore.co.uk as soon as possible and within 48 hours of receiving the goods. One of our customer services team will then advise of the best resolution.
Cancellation and returns:
Please take care not to damage the cellophane and other packaging on products that you would like to return.
Customers must let us know within 14 days of receiving their goods that they want to cancel or return items, customers then must return the goods within 14 days once you have informed us. Refunds will then be processed within 14 days of receiving the goods back. Returns outside of 14 days may be subject to a restocking fee. Please note headphone & earphones cannot be returned unless they are faulty, due to hygiene reasons.
Business and education customers buying from Albion / iStore have different rights than consumers. We will always try to provide an amicable solution for any return, we will assess each request on a case by case basis.
To request an order cancellation or return something, please email webshop@istore.co.uk. We cannot take responsibility for returns that we have not received. Please ensure all returns are adequately insured.
For hygiene reasons, AirPods, Beats and other headphone/earphone can only be returned if faulty, unless they are still sealed.
For Configure To Order devices as these are bespoke we, unfortunately, cannot accept cancellations or non-warranty returns.
We are unable to ship orders to hotels or PO boxes.
This privacy notice applies to all information collected through our Services (which, as described above, includes our Website), as well as any related services, sales, marketing or events.
Please read this privacy notice carefully as it will help you understand what we do with the information that we collect.
1. WHAT INFORMATION DO WE COLLECT?
Information automatically collected
In Short: Some information — such as your Internet Protocol (IP) address and/or browser and device characteristics — is collected automatically when you visit our Website.
If you are purchasing goods or services online from us then we collection aditional information, such as but not limited to,
Name, Address, Email Address, Phone Number, some basic financial information such as authorisation number or finance reference number.
We automatically collect certain information when you visit, use or navigate the Website. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about who and when you use our Website and other technical information. This information is primarily needed to maintain the security and operation of our Website, and for our internal analytics and reporting purposes.
Like many businesses, we also collect information through cookies and similar technologies.
The information we collect includes:
Log and Usage Data. Log and usage data is service-related, diagnostic usage and performance information our servers automatically collect when you access or use our Website and which we record in log files. Depending on how you interact with us, this log data may include your IP address, device information, browser type and settings and information about your activity in the Website (such as the date/time stamps associated with your usage, pages and files viewed, searches and other actions you take such as which features you use), device event information (such as system activity, error reports (sometimes called ‘crash dumps’) and hardware settings).
Device Data. We collect device data such as information about your computer, phone, tablet or other device you use to access the Website. Depending on the device used, this device data may include information such as your IP address (or proxy server), device application identification numbers, location, browser type, hardware model Internet service provider and/or mobile carrier, operating system configuration information.
2. HOW DO WE USE YOUR INFORMATION?
In Short: We process your information for purposes based on legitimate business interests, the fulfillment of our contract with you, compliance with our legal obligations, and/or your consent.
We use personal information collected via our Website for a variety of business purposes described below. We process your personal information for these purposes in reliance on our legitimate business interests, in order to enter into or perform a contract with you, with your consent, and/or for compliance with our legal obligations. We indicate the specific processing grounds we rely on next to each purpose listed below.
We use the information we collect or receive:
To send administrative information to you. We may use your personal information to send you a product, service and new feature information and/or information about changes to our terms, conditions, and policies.
To protect our Services. We may use your information as part of our efforts to keep our Website safe and secure (for example, for fraud monitoring and prevention).
To enforce our terms, conditions and policies for business purposes, to comply with legal and regulatory requirements or in connection with our contract.
To respond to legal requests and prevent harm. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond.
3. WILL YOUR INFORMATION BE SHARED WITH ANYONE?
In Short: We only share information with your consent, to comply with laws, to provide you with services, to protect your rights, or to fulfil business obligations.
We may process or share your data that we hold based on the following legal basis:
Consent: We may process your data if you have given us specific consent to use your personal information in a specific purpose.
Legitimate Interests: We may process your data when it is reasonably necessary to achieve our legitimate business interests.
Performance of a Contract: Where we have entered into a contract with you, we may process your personal information to fulfill the terms of our contract.
Legal Obligations: We may disclose your information where we are legally required to do so in order to comply with applicable law, governmental requests, a judicial proceeding, court order, or legal process, such as in response to a court order or a subpoena (including in response to public authorities to meet national security or law enforcement requirements).
Vital Interests: We may disclose your information where we believe it is necessary to investigate, prevent, or take action regarding potential violations of our policies, suspected fraud, situations involving potential threats to the safety of any person and illegal activities, or as evidence in litigation in which we are involved.
More specifically, we may need to process your data or share your personal information in the following situations:
Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
Business Partners. We may share your information with our business partners to offer you certain products, services or promotions.
4. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?
In Short: We may use cookies and other tracking technologies to collect and store your information.
We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information. Specific information about how we use such technologies and how you can refuse certain cookies is set out in our Cookie Notice.
5. DO WE USE GOOGLE MAPS?
In Short: Yes, we use Google Maps for the purpose of providing better service.
This Website uses Google Maps APIs which is subject to Google’s Terms of Service. You may find the Google Maps APIs Terms of Service here. To find out more about Google’s Privacy Policy, please refer to this link.
6. IS YOUR INFORMATION TRANSFERRED INTERNATIONALLY?
In Short: We may transfer, store, and process your information in countries other than your own.
Our servers are located in. If you are accessing our Website from outside, please be aware that your information may be transferred to, stored, and processed by us in our facilities and by those third parties with whom we may share your personal information (see “WILL YOUR INFORMATION BE SHARED WITH ANYONE?” above), in and other countries.
If you are a resident in the European Economic Area, then these countries may not necessarily have data protection laws or other similar laws as comprehensive as those in your country. We will however take all necessary measures to protect your personal information in accordance with this privacy notice and applicable law.
7. HOW LONG DO WE KEEP YOUR INFORMATION?
In Short: We keep your information for as long as necessary to fulfill the purposes outlined in this privacy notice unless otherwise required by law.
We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting or other legal requirements).
When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
8. HOW DO WE KEEP YOUR INFORMATION SAFE?
In Short: We aim to protect your personal information through a system of organizational and technical security measures.
We have implemented appropriate technical and organizational security measures designed to protect the security of any personal information we process. However, despite our safeguards and efforts to secure your information, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorized third parties will not be able to defeat our security, and improperly collect, access, steal, or modify your information. Although we will do our best to protect your personal information, transmission of personal information to and from our Website is at your own risk. You should only access the Website within a secure environment.
9. DO WE COLLECT INFORMATION FROM MINORS?
In Short: We do not knowingly collect data from or market to children under 18 years of age.
We do not knowingly solicit data from or market to children under 18 years of age. By using the Website, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Website. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we may have collected from children under age 18, please contact us at dataprotection@albion.co.uk.
10. WHAT ARE YOUR PRIVACY RIGHTS?
In Short: You may review, change, or terminate your account at any time.
Cookies and similar technologies: Most Web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove cookies and to reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features or services of our Website.
11. CONTROLS FOR DO-NOT-TRACK FEATURES
Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track (“DNT”) feature or setting you can activate to signal your privacy preference not to have data about your online browsing activities monitored and collected. At this stage, no uniform technology standard for recognizing and implementing DNT signals has been finalized. As such, we do not currently respond to DNT browser signals or any other mechanism that automatically communicates your choice not to be tracked online. If a standard for online tracking is adopted that we must follow in the future, we will inform you about that practice in a revised version of this privacy notice.
13. DO WE MAKE UPDATES TO THIS NOTICE?
In Short: Yes, we will update this notice as necessary to stay compliant with relevant laws.
We may update this privacy notice from time to time. The updated version will be indicated by an updated “Revised” date and the updated version will be effective as soon as it is accessible. If we make material changes to this privacy notice, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy notice frequently to be informed of how we are protecting your information.
14. HOW CAN YOU CONTACT US ABOUT THIS NOTICE?
If you have questions or comments about this notice, you may email us at dataprotection@albion.co.uk or by post to:
Albion Computers PLC
112 Strand, London, WC2R 0AG
iStore Repair Terms & Conditions
These terms apply to all repairs and services carried out by Albion / iStore. By leaving your device with us for inspection, diagnostics, or repair, you agree to these terms.
Third-Party / Unauthorised Parts
If your device contains third-party or unauthorised parts, Apple’s warranty or service coverage may be affected and certain repairs may not be possible.
Third-party parts may be of different quality or specification and could fail or be damaged during diagnostics or repair. If we believe a third-party part has been affected, we will explain why and provide a quotation to replace it with a genuine Apple part before continuing.
Where a repair cannot be completed safely or in accordance with Apple requirements, we may decline service.
Backup & Data
Repairs or diagnostics may require your device to be erased, updated, restored, or replaced.
You are responsible for ensuring you have a current, working backup before you leave your device with us. If you do not have a verified backup, you may permanently lose data.
We cannot guarantee data preservation and are not liable for data loss arising from the repair process, except where required by law or where caused by our failure to use reasonable care and skill.
Customer-Supplied Accessories / Items Left with Device
Please remove any cases, screen protectors, SIM cards, memory cards, adaptors, or other accessories before booking in your device, unless they are required to replicate the fault.
We are not responsible for any items left with the device unless they are specifically listed and acknowledged on your Service Order at check-in.
eSIMs and Whole Unit Replacements
If your device uses an eSIM, please note that an eSIM profile may be removed during diagnostics, repair, or software restore.
Where a whole unit replacement is provided, your original eSIM will not transfer to the replacement device. You will need to contact your mobile network provider to issue and activate a new eSIM.
We are not responsible for any carrier charges, delays, or loss of service relating to eSIM re-provisioning.
Passcodes / Passwords
To troubleshoot effectively, we may need access to your device.
iPhone / iPad (iOS/iPadOS):
If you do not wish to share your passcode, please ensure you have a valid backup and either:
Mac:
If the issue is not clearly software/user-related, please create a temporary administrator account and provide its password. Use a new password you have not used before and change it once your Mac is returned.
Important: We will never ask for your Apple Account (Apple ID) password. Please do not provide it.
Find My / Activation Lock
Before we can proceed with any repair, diagnostics, or service on your device, Apple’s Find My service (including Activation Lock) must be disabled. This is a mandatory requirement for all repairs.
Why Find My must be disabled:
Your responsibility – You must disable Find My:
Before check-in: Ideally, disable Find My on your device before bringing it to us (Settings > [Your Name] > Find My > Find My iPhone/iPad > toggle off).
At check-in: If Find My is still enabled at check-in, you must disable it in our presence using your Apple Account (Apple ID) and password.
Remotely: If you have device that can’t be used to switch off Find My on the device itself you can disable it remotely via iCloud.com, but you must do so before we can begin any work.
We cannot disable Find My for you: Only the owner of the Apple Account (Apple ID) linked to the device can disable Find My and Activation Lock. We do not have the ability to disable this feature, and we will not accept devices where the owner cannot or will not disable it.
Apple ID and password required: You must know your Apple Account email address and password to disable Find My. If you have forgotten your Apple ID or password:
Proof of ownership: Being able to disable Find My by signing in with the correct Apple Account credentials serves as verification that you are the legitimate owner of the device. If you cannot disable Find My:
If Find My is not disabled: If Find My / Activation Lock remains enabled and you cannot or will not disable it:
Re-enabling Find My after repair: After your device is repaired and returned to you, we strongly recommend you re-enable Find My for security and theft protection.
IMPORTANT: Never provide your Apple ID password to us or any repair service. We only need you to disable Find My yourself – we will never ask for your password.
Scope of Repair / Fault Replication
We will diagnose and repair the fault(s) described at check-in and recorded on the Service Order.
If the reported issue cannot be replicated, or if additional faults are identified during diagnostics, we will inform you before proceeding. Additional work may require a revised quotation and your approval.
Unforeseen / Hidden Damage
Some issues (including liquid damage, corrosion, impact damage, battery swelling, or previous repair attempts) may not be visible until the device is opened or tested.
If we discover additional damage that affects the repair, we will pause work and contact you with options and any revised costs before continuing.
Repair Process & Timing
We will provide an estimated repair time at check-in. This is an estimate only and not a guarantee.
In some circumstances repairs may take longer than estimated, including (but not limited to):
Parts availability: required parts are not immediately available from Apple or are on back-order.
Faulty/replacement parts: Apple supplies a part that is defective or not suitable and needs to be reordered.
Apple screening requirements: Apple requires the device to be sent to an Apple repair centre or screening facility for further assessment before the repair can continue.
Apple system issues: an Apple system outage or processing issue prevents us from completing the repair, ordering parts, or finalising Apple authorisation.
If any of the above situations occur, we will contact you as soon as possible with an updated timeline and, where relevant, options for proceeding.
All devices undergo a warranty and condition check at check-in. If our check shows the device is out of warranty, the repair will be chargeable unless you provide proof of purchase showing otherwise.
Service Fees
Service fee covers inspection and testing time, diagnostic report and all technicians labour and are payable even if you choose not to proceed with repair, unless the device is covered by Apple warranty or a Repair Extension Program.
Mac out-of-warranty service fee: (see Mac-Specific Terms below). Additional part fitting labour fee maybe applicable depending on the repair. Any charges will be clearly outlined in the repair estimate provided.
Insurance Reports & Quotations
If you require a written report, assessment, or quotation for insurance purposes, the following terms apply:
Insurance report fee: A fee will be charged for preparing insurance reports, assessments, or detailed quotations. This fee covers the time required to inspect the device, document the damage, research repair costs, and prepare a formal written report suitable for insurance claims.
Fee is payable in advance: The insurance report fee must be paid before the report is prepared and is non-refundable, regardless of whether you proceed with the repair or whether your insurance claim is successful.
What the report includes: Our insurance report typically includes:
Report validity: Insurance quotations and cost estimates provided in reports are valid for 30 days from the date of the report. Repair costs may change after this period due to parts availability, pricing changes, or discovery of additional damage during repair.
No guarantee of insurance acceptance: We provide reports to assist with your insurance claim, but we cannot guarantee your insurance company will accept the report, approve the claim, or agree with our assessment or costs. The final decision rests with your insurance provider.
Separate from repair: The insurance report fee is separate from and additional to any service fees or repair costs. If you subsequently authorise repair with us, the insurance report fee is not deducted from the repair cost.
Device collection after report: If you only require an insurance report and do not proceed with repair, you must collect your device within 30 days of the report being provided. After this, standard storage fees of £5 per day will apply.
Report ownership and use: The insurance report is prepared for your personal use in connection with your insurance claim only. You may provide the report to your insurance company, but it may not be used for any other purpose or provided to third parties without our written consent.
Limitations: Our reports are based on visual inspection and diagnostic testing at the time of assessment. Hidden damage, intermittent faults, or issues that only become apparent during repair may not be identified in the initial report. We are not liable for any additional costs discovered during repair that were not identified in the insurance report.
Parts Warranty
All repaired or replaced parts are covered by a 90-day warranty from the date of repair completion, or the remainder of your existing Apple warranty/service coverage, whichever is longer.
Collection, Storage & Uncollected Devices
Please collect your device within 30 days of repair completion.
After 30 days, a storage fee of £5 per day will apply.
If a device remains uncollected after 60 days, we will make reasonable attempts to contact you (e.g., phone/SMS/email).
If we do not hear from you within 14 days of our final notice, we may dispose of or recycle the device. Any storage fees accrued remain payable.
We act as an involuntary bailee for uncollected devices ((meaning we hold them on your behalf) and will follow statutory notice procedures before disposal or sale.
Quotations, Approvals & Cancellations
Written quotations are valid for 14 days unless stated otherwise.
We will not proceed with chargeable repairs or additional parts without your approval.
Once you approve a quotation and we have ordered parts or begun work, you may not be able to cancel without incurring costs already incurred. This does not affect your rights if parts or services are faulty.
Unless stated otherwise, quotations are for Apple exchange pricing, and any faulty parts are returned to Apple as part of the repair process.
Unresponsive Customer / Repair Pause
If we contact you to approve a quote, request further information, or advise of a change to the repair cost or scope and you do not respond within 7 days, we will pause the repair.
If we still do not receive a response within 14 days of our first contact, we may close the service order and require you to collect the device unrepaired. Any service fees or part costs already incurred will remain payable.
Storage and uncollected-device terms set out in the “Uncollected Devices” section will apply from the date the service order is made ready for pickup.
Authorisation
By signing the Service Order, you authorise us to perform diagnostics and the agreed repair.
If we contact you for approval of additional work, your approval by signature, email, SMS, or recorded call is valid authorisation to proceed.
Payment
Payment for authorised repairs and parts is due in full on collection of your device, unless otherwise agreed in writing.
If a credit account has been opened with a company, payment is due within 30 days of invoice date.
Right to Refuse Service
We reserve the right to refuse service in the following circumstances:
Where we decline to provide further services on these grounds, we will complete any work already in progress (subject to payment) and return your device. We may require immediate payment and collection in such circumstances.
Apple Service Replacement Devices
If the repair strategy requires device replacement, you will receive an Apple Service Replacement device supplied directly by Apple.
Service Replacement devices may contain new or refurbished genuine Apple parts that meet Apple functional standards. They have the same functionality, appearance, and finish as a new device, but are priced lower than a new retail unit because your old device is exchanged and returned to Apple.
Service Replacements include only the Apple device — no accessories or retail packaging. The replaced device becomes Apple’s property.
Apple Diagnostics & Data Shared with Apple
Apple Service Toolkit may be run on your device. This sends Apple diagnostic results, hardware configuration details, and certain software information (such as operating system and installed Apple applications on detected storage).
Logs are stored locally for a limited time only. This information is not shared with third-party companies. By agreeing to these terms, you consent to this data being shared with Apple for diagnostic purposes.
Software, Beta OS & Updates
Repairs may require operating system updates, reinstalls, or firmware restores to complete diagnostics or return the device to working order.
If your device is running beta software (including iOS/iPadOS/macOS developer or public betas), this must be removed and the latest public release of the operating system installed to ensure compatibility with Apple diagnostics and repair tools. This may require erasing your device. We will notify you before removing beta software.
We are not responsible for changes to settings, app compatibility, or third-party software following required updates or reinstalls, unless caused by our failure to use reasonable care and skill.
iOS/iPadOS Device Restore
As part of the diagnostic or repair process for iPhone and iPad devices, we may need to perform a device restore. A restore returns the device to factory settings and erases all content and settings. The following applies:
When a restore may be required:
What a restore does:
CRITICAL – Data will be permanently lost: A restore will permanently delete all data on your device. This data cannot be recovered unless you have a backup. You must ensure you have a current, verified backup before authorising any work that may require a restore.
Your authorisation: By signing the Service Order and leaving your device with us, you authorise us to perform a device restore if we determine it is necessary for diagnosis or repair. If the issue reported at check-in is likely to require a restore, we will inform you at that time.
Backup verification: We strongly recommend you verify your backup is complete and can be successfully restored before leaving your device for service. We cannot verify your backup for you.
After the restore: Your device will be returned in factory condition. You will need to:
No liability for data loss: We are not liable for any data loss resulting from a device restore, including where:
If you do not have a backup or do not wish to authorise a restore, we may be unable to complete diagnostics or repair your device.
Device Configuration & Additional Components
Unless recorded on the Service Order at check-in, we assume the device is in its standard Apple configuration.
We are not responsible for third-party or additional components not documented at check-in (such as RAM, expansion cards, or storage upgrades). Please tell us about any modifications so they can be documented.
Proof of Purchase Requirements
To validate warranty coverage and establish ownership, proof of purchase may be required for:
The device itself (to confirm warranty status and purchase date)
Additional components or upgrades not part of the original Apple configuration (such as RAM, expansion cards, or storage upgrades)
Acceptable proof of purchase includes: original receipt, invoice, or order confirmation showing the purchase date, retailer, and device serial number or description.
If proof of purchase cannot be provided and our systems show the device as out of warranty, the repair will be charged at out-of-warranty rates. We are not responsible for additional components or accessories not documented at check-in if proof of purchase is not provided.
Pre-existing / Age-Related Issues
Devices may fail due to age, wear, or unrelated pre-existing faults. We are not liable for failures unrelated to the repair carried out, unless caused by our lack of reasonable care and skill.
Loan / Replacement Devices
Loan devices are not guaranteed and are subject to availability. We do not provide temporary data transfer or setup unless agreed in advance and may charge for these services.
Data Transfer Services
If you request data transfer services (for example, transferring data from an old device to a repaired or replacement device), the following terms apply:
Migration Assistant: We may use Apple’s Migration Assistant or similar authorised tools to facilitate the transfer. This tool connects your devices and copies data including user accounts, applications, documents, settings, and preferences.
Manual transfer: If Migration Assistant fails or is not suitable, we may perform a manual transfer of your data. Manual transfers typically include documents, photos, music, and other user files, but may not include all applications, settings, or system configurations.
Data transfer limitations:
Your responsibility: You must ensure you have a valid backup before any data transfer begins. We strongly recommend verifying the transferred data is complete and correct before the source device is erased or returned.
Data transfer charges: Data transfer services may be charged separately and are not included in standard repair costs unless explicitly stated. Time-based charges may apply for manual transfers.
No guarantee of completeness: While we will make reasonable efforts to transfer your data completely and accurately, we cannot guarantee that all data, applications, settings, or configurations will transfer successfully. We are not liable for:
By requesting data transfer services, you acknowledge these limitations and agree that the transfer is performed on a reasonable-efforts basis.
Customer Contact Details & Obligations
You are responsible for providing accurate contact details (phone, email, and postal address). If we cannot reach you after reasonable attempts, repairs may be delayed or paused, and storage fees may apply after completion.
When collecting your device: You must provide valid photographic identification (such as a driving licence or passport) to verify your identity. This is required for security purposes and to prevent unauthorised collection of devices.
Cosmetic Condition
We take reasonable care when handling devices. We are not responsible for pre-existing cosmetic damage (e.g., scratches, dents, wear).
If new cosmetic damage occurs due to our failure to use reasonable care and skill, we will address it.
Mac-Specific Terms
If your Mac is out of warranty, an initial service fee will be taken at check-in. After diagnostics, any additional parts or repairs will be quoted and require your approval.
Payment for parts/repairs is due in full upon collection. The initial service fee is non-refundable unless Apple later covers the device under a Repair Extension Program (REP).
iPhone / iPad (iOS/iPadOS)-Specific Terms
All iOS devices undergo an inspection at check-in and again before repair. If the device fails Apple warranty inspection criteria, warranty coverage may be declined. If this occurs, we will explain the reason and provide an out-of-warranty quotation for approval before proceeding.
In some cases, we may need to re-quote after inspection or diagnostics; we will always seek your approval before continuing.
Payment for any authorised repair is due in full on collection.
Liability
We are responsible for providing services with reasonable care and skill.
We are not liable for indirect or consequential losses, or for loss or damage that was not reasonably foreseeable.
Nothing in these terms excludes or limits liability for:
Force Majeure
We are not liable for delays or failures in providing services caused by events beyond our reasonable control, including but not limited to:
In such circumstances, we will inform you as soon as reasonably possible and make reasonable efforts to minimise the impact on your repair. If the delay extends beyond 90 days, you may have the right to cancel the repair and receive a refund of any payments made, less any costs already incurred.
Environmental Disposal
Any devices that are disposed of or cannot be repaired will be recycled in accordance with Waste Electrical and Electronic Equipment (WEEE) regulations and relevant environmental legislation.
Nothing in these terms affects your statutory rights.
Trade In – Terms & Conditions
TRADE IN
This Programme is offered by iStore / Albion Computers PLC, registered address is Albion Computers PLC, 112 Strand, London, WC2R 0AG (“iStore”), in conjunction with Tech Data Ltd. with the company number 01691472, and the registered address of Redwood 2 Crockford Lane, Chineham Business Park Chineham, Basingstoke, Hampshire, RG24 8WQ (“Trade-in Partner”).
The Trade In Programme is available on eligible Apple products (the “Product”) which includes:
In order to get the full balance quoted, your device condition must meet the following criteria:
DATA ON THE PRODUCT
You are solely responsible for removing all data, including confidential and personal data, from the Product prior to the trade-in. It is your sole responsibility to back-up any files or data from your Product that you wish to retain prior to trading-in your Product. Data back-up or recovery is not a part of the Easy Upgrade Programme and iStore does not accept any responsibility or liability for any lost files or data.
ONLINE VALUATION
Our online valuation calculator gives an estimated trade in value based on the description/ condition of your device, if this description does not match the condition of the device when received, iStore reserves the right to adjust the quote price or decline the trade in upon device inspection.
What can I trade in?
Any Mac, iPad or iPhone can qualify for trade-in, it just has to meet the qualifying criteria outlined above. Unfortunately, we are unable to accept any device that has been engraved/personalised for trade-in.
Is it ok if my device is engraved?
Yes. You will be required to agree to the terms and conditions when completing your trade-in at your local iStore.
Will I be required to agree to anything?
Yes. You will be required to agree to the terms and conditions when completing your trade-in at your local iStore.
Will my online valuation be the same when I visit my local iStore?
Your online and in-store valuations may vary.
iStore reserves the right to refuse to trade in any Product at their sole discretion. Once you trade in your Products to iStore, the ownership will be transferred to iStore. You also warrant that you are the rightful and legitimate owner of the product or have been authorised to trade in the product and that the product is free from any encumbrances or third party claims. In case the Products are later found out to be stolen, or counterfeit, we reserve the right to pursue legal remedy and/or cancel the trade in. Please note stolen or counterfeit devices will not be destroyed and therefore not returned to the seller.
Please note that prices quoted on our website are subject to change based on device condition. It is the sole responsibility of the Customer to ensure that any device traded in is clear of any personal information. The Customer will use all reasonable measures to wipe/erase the data on the device or any additional storage device included in that device.
If a purchase exceeds the redeemers voucher balance, the remaining amount must be paid by cash or any other payment method accepted by iStore.
iStore does not take any responsibility for damage or data loss which may occur during transportation. Data backup by the customer is strongly recommended as iStore does not accept any responsibility for any data loss during the repair.
The Customer warrants that any goods traded in by the Customer are the Customer’s absolute and unencumbered property and the Customer agrees that any such items will become the absolute property of iStore free from all charges, liens and encumbrances from the date on which iStore takes possession of the goods and until such time risk of loss, damage or deterioration to the goods shall remain with the Customer.
These terms of use (together with the documents referred to in it) tell you (whether as a guest or a registered user) the terms of use on which you may make use of this website, which is owned and controlled by iStore / Albion Computers PLC (“our site”). Use of our site includes accessing, browsing, or registering to use our site.
Please read these terms of use carefully before you start to use our site, as these will apply to your use of our site.
Some of the sections in these terms apply solely to consumers or businesses, these sections are marked as such, otherwise all terms apply to everyone who visits our site.
By using our site, you confirm that you accept these terms of use and that you agree to comply with them.
If you do not agree to these terms of use, you must not use our site
We are iStore / Albion Computers PLC (“We”, “Our” or “Us”). We are registered in England and Wales with company number 02043116. Our registered office is at 112 Strand, London, WC2R 0AG
If you are a business, these terms of use, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.
If you are a consumer, please note that these terms of use, its subject matter and its formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.
Nothing in these terms of use excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to our site or any content on it, whether express or implied.
We will not be liable to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any content on it, or on any website linked to it.
We assume no responsibility for the content of websites linked on our site. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.
If you are a business user, please note that in particular, we will not be liable for:
If you are a consumer user, please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes. If you do, our liability to you shall be limited as if you were a business user (see above) and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
These terms of use refer to the following additional terms, which also apply to your use of our site include:
We may update our site from time to time, and may change the content at any time. However, please note that any of the content on our site may be out of date at any given time, and we are under no obligation to update it.
We do not guarantee that our site, or any content on it, will be free from errors or omissions
Our site is made available free of charge.
We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. Access to our site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period.
You are responsible for making all arrangements necessary for you to have access to our site.
You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us.
We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.
Our status and that of any identified contributors as the authors of content on our site must always be acknowledged.
You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.
If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.
Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether expressed or implied, that the content on our site is accurate, complete or up-to-date.
We do not guarantee that our site will be secure or free from bugs or viruses.
You are responsible for configuring your information technology, computer programmes and platform in order to access our site. You should use your own virus protection software.
You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site.
You must not attack our site via a denial-of-service attack or a distributed denial-of-service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.
We allow links to our site to be shared via social media, provided that they comply with our Acceptable Use Policy and Content Standards included in these terms.
Other than for social media use you must not:
We reserve the right to withdraw linking permission without notice.
The website in which you are linking must comply in all respects with our Acceptable Use Policy and Content Standards.
If you wish to make any use of content on our site other than that set out above, please contact us.
Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only.
We have no control over the contents of those sites or resources and do not guarantee that those sites will adhere to our Acceptable Use Policy or Content Standards.
We may revise these terms of use or any policy referred to in them at any time by amending this page or that policy.
Please check this page and our policies from time to time to take notice of any changes we made, as they are binding on you.
The iStore guarantee gives you 2 years warranty cover from the purchase of your Mac, iPad or iPhone & Apple Watch
During the first year, the device is also covered by the standard Apple warranty.
What if your Mac, iPad or iPhone develops a fault?
As an Apple Authorised Service Provider we are best placed to care for your device.
In the unlikely event a hardware problem occurs, please visit your nearest iStore. The team will then diagnose the issue and if required, arrange for its onward transfer to our engineering team for repair or replacement.
Any claims under this guarantee will require the serial number of the device and the original date of purchase from your receipt.
What if we cannot repair the item?
If we cannot repair the item we will replace it with an item of equivalent specification. If an item of equivalent specification is unavailable, we will work with you to seek a suitable settlement. We will always endeavour to find a resolution that you are satisfied with.
What is not included?
There are some specific exclusions from the guarantee:
• Devices used commercially or purchased by a business or educational organisation.
• Devices sold as clearance or ex-demo, unless explicitly stated.
• Repair costs caused by external factors, such as computer viruses, faulty software (including the operating system), theft and weather.
• Depleted or consumed batteries.
• Accidental / deliberate damage. e.g. if the product is dropped or has liquid spilt onto it.
• 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 / replacement value over and above the purchase price of the original item.
• Recovery and or compensation for data loss.
• Issues that have resulted from the failure to follow the manufacturers operating instructions.
• Shipping or transportation costs. Products must be returned to an iStore. We are unable to collect or return directly to a customer’s address.
• Any work carried out by a 3rd party company cannot be charged back to iStore. Work carried out by a non Apple Authorised Service Provider will invalidate the guarantee. All faults must be reported and returned to iStore directly.
• Free telephone technical support is not included in this guarantee. If you require assistance, please visit your nearest iStore. Chargeable support is available upon request.
• After the first year, consumables such as external power chargers and cables are excluded from the iStore guarantee but may be covered by EU consumer law.
• The guarantee is non-transferable and only covers devices bought from iStore / Albion Computers PLC in the UK.
• This guarantee does not affect your statutory rights.
We are not obliged to give refunds for non-faulty goods or goods that have been customer built or modified.
Refunds can only be given under the following conditions:
• Condition of goods must be unopened and packaging pristine.
• Apple Products must be returned with in 14 days of purchase and 3rd party goods with in 30 days of purchase.
• All goods are subject to a 20% restocking fee.
• Software cannot be refunded once opened
• iTunes gift cards cannot be returned under any circumstances.
• Due to hygiene reasons headphones, earphones, AirPods cannot be returned once opened.
Faulty goods should be dealt with in accordance to our standard terms and conditions.
For faulty goods a customer may be offered a repair or replacement subject to the following conditions:
• The goods will be inspected by an authorised persona and the fault must be identified as genuine and not caused by misuse or accidental damage.
•The goods must be returned with all packaging, accessories and product components, documents, cables etc.
• Apple products must be returned with in 14 days of purchase and 3rd party goods within 30 days of purchase. after these time limits, goods will be repaired under the manufacturers warranty or outside of the warranty under our normal charge rates.
Please note that returns policy is not valid for repairs, this includes but not limited to out of warranty whole until replacements, component repairs, iPhone, iPod, iPad, Beats & Mac repairs and is only valid for purchases made in our 10 retail stores and does not apply to items sold through our website.
If you purchased from an iStore on the high-street and are unhappy please speak to the store manager in the first instance. If having spoken to the in-store manager and you are still not satisfied, please contact our head office team. Purchases from our online store should go webshop team at head office.
Customer Service Team: customerservice@istore.co.uk
Webshop Team: webshop@istore.co.uk
Please review our Online Shop FAQs