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Terms and Conditions


Billing Address Policy

For your protection, the billing/invoice address used for your order must match the registered cardholder address of your credit/debit card, or registered residence address for personal finance applications. This is part of the verification process we go through with our payment partners to protect against identity and payment fraud.

If you are paying by credit/debit card we can then deliver to any mainland UK address of your choice. If you’re paying by personal finance we must also deliver to the registered residence address used as part of the personal finance application.

We apologise if this causes inconvenience, but please remember we have high street stores across the midlands and north where we can help you face-to-face (location details at www.krcs.co.uk/stores).

Delivery Charges

Delivery Charges are as follows -

Online orders: Free delivery
Large Items (i.e. large laser printers): £50 inc VAT

We deliver to mainland UK and Northern Ireland addresses but after January 1st, 2021, we can no longer deliver to addresses in the Channel Islands. We do not deliver outside of the UK. We deliver products from multiple warehouse locations and goods arrive the next business day after we despatch them. Large Items may be delivered by alternative means, such as personalised van delivery by KRCS staff.

Accepted Payment Methods

We accept Apple Pay and all major credit and debit cards with the exception of AMEX (American Express). We also accept retail finance via our partners at Klarna.

Payment and Special Offer or Web Pricing

Payment with order is required when purchasing items on special offer or at our web pricing. No credit account may be used. Personal or business finance is subject to acceptance by the relevant finance companies and is not under the control of KRCS.

Web exclusive prices, discounts or deals are not available for click and reserve in store unless otherwise stated.

Order Processing and Despatch Timing

We will send out orders for in-stock goods the same business day (Mon-Fri) so long as you place your order and complete payment by 3pm. After that time we will send goods out the next business day. All orders placed for in-stock goods over weekends and bank holidays will be despatched the next available business day. Goods should arrive the next business day after we send them. If your order contains any out-of-stock items then we will deliver your entire order when all the goods are available. If we anticipate there being a longer delay then we will contact you as soon as we receive your order to give you a delivery estimate. We can't guarantee the delivery schedules from our suppliers, but we do guarantee to keep you informed as best we can. We will charge your credit/debit card at the time of order, both for out of stock items and goods which are in stock as well as custom-built Mac solutions that we are unable to cancel with Apple once ordered.

Returns and Cancellations Policies

KRCS apply all rights to consumer purchases as provided by the Consumer Rights Act 2015, and Consumer Contracts Regulations 2014 which relate more specifically to online orders. These regulations give consumers a cooling-off period of 14 days from the point of placing an order with KRCS online to cancel the order or return the goods. We then allow up to a further 14 days for you to arrange for the safe return of the goods to KRCS if they have already been delivered.

We may make a deduction from a refund for any loss in value of the goods if that is a result of any unnecessary handling by you. For example, you can check the nature, characteristics and functioning of the device as you might do in one of our stores, but not install your own software or data, or make general day-to-day use of the device. Additionally, any cosmetic damage not reported immediately to KRCS upon initial inspection of the device, will also result in a deduction from the refund.

Where goods are not in stock at the time of placing an order KRCS have a period of 30 days to deliver those goods, after which point the delivery can be classed as ‘late' and the order can be cancelled without question.

Configured to order Macs do not benefit from the 'cooling-off’ period or ‘late delivery’ policy because of their bespoke nature and cannot be cancelled or returned as a rule, but please get in touch if you would like to request a cancellation or return of a bespoke Mac build. In the rare circumstances that we can cancel an order, or arrange a return of a configured to order Mac item with Apple’s factory, we may be able to apply an exception to this rule.

Where orders are cancelled after they have been shipped and/or have been declined at the point of delivery, we cannot issue a refund for these goods until they are confirmed as having been safely received by our warehouse. In certain circumstances, this process can take up to 21 days but will often be shorter. We will confirm with you once the goods are back with us and that we have issued your refund.

Businesses and education institutions buying from KRCS online don’t automatically have the same rights as consumers, but we will always try to provide a similar experience for returns and cancellations wherever possible. All requests for returns and cancellations from non-consumers are assessed on a case by case basis. If you wish to cancel an order or return something, please email store@krcs.co.uk with the details.

If there is a problem with the goods on delivery

If the goods are not as they should be on delivery (including but not limited to; goods are faulty, goods don't match our description, goods are not fit for purpose) then please email us on store@krcs.co.uk and let us know straight away. We will arrange to collect the goods and inspect them. Once the problem is verified, we'll be back in touch to arrange a refund, replacement or repair (whichever you prefer).

The Consumer Rights Act 2015 gives consumers 30 days from delivery to notify KRCS of any problems with delivered goods to be able to receive a full refund for goods of unsatisfactory quality or not as described, but we will try to go above and beyond these rights wherever possible. Consumers also have the right to report faults with goods within six months of delivery, and if the fault is determined to have been present at the time of delivery we may also be able to offer a full refund or replacement of the original purchase. For business and education customers we would normally deal with any problems under the terms of the manufacturer's warranty.

If there is a problem with the goods during the first year manufacturers warranty period

KRCS are a long-established Apple Authorised Service Provider, and we can repair all Apple products. We can also have repaired all third-party products purchased from ourselves while they are inside their warranty period. If you believe your product need warranty repair then please email us on helpdesk@krcs.co.uk and tell us the problem. We will let you know the best course of action, depending on where you are in the country. Apple have Authorised Service Providers all round the country, and it may be easier for you to take the product to one of them if they are closer to you. Also, some third party vendors (Epson, HP etc) offer direct service without needing the dealer to be involved. You can also take any faulty goods purchased from KRCS to any of our high street stores for repair whilst they are under warranty. Please take your dated invoice with you.

Returning goods to KRCS

If you need to return goods to KRCS, we generally insist that goods are returned in their original packaging, boxes and outer shipping material to ensure they are as protected as possible during transit. KRCS cannot accept liability for loss or damage to goods in transit.

In line with our legal obligations, as outlined in the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2014 where they relate specifically to online orders, we will ensure you are not left out of pocket when shipping faulty goods back to KRCS. Goods should be shipped using a competent and appropriate courier service that is tracked and sufficiently insured, as well as securely packed and protected for transit. If KRCS choose to arrange a courier collection of the goods, it remains your responsibility to ensure any goods being collected are safely and appropriately packaged for transit.

We may make a deduction from a refund for any loss in value of the goods if that is a result of any unnecessary handling by you. For example, you can check the nature, characteristics and functioning of the device as you might do in one of our stores, but not install your own software or data, or make general day-to-day use of the device. Additionally, any cosmetic damage not reported immediately to KRCS upon initial inspection of the device, will also result in a deduction from the refund.

Returned goods will be checked over and receipt of goods confirmed with you the same working day as they have been delivered to our premises. Where any damage is observed, photographic evidence will be shared with you so that you may pursue any appropriate claims with your courier. If for any reason, you no longer have the original packaging and shipping material that your product was delivered in, please DO NOT ship the products without first discussing safe and appropriate packaging for shipment with KRCS. Again, we cannot be held liable for damage, however it is caused, when it is in transit between you and KRCS.

If any doubt about any of the above, please do not ship goods back to KRCS without contacting us first, either by email or call us to discuss your situation.

KRCS 2 Year Warranty

What is it?
The KRCS 2 year warranty is a hardware guarantee provided on all new Mac, iPad, iPhone and Apple Watch purchases by consumers, from our website or high street stores. The coverage starts from your date of purchase and is provided in addition to, not instead of, rights provided by consumer law.
During the first year, your device is covered by Apple’s standard warranty, terms of which can be found at www.apple.com/legal/warranty.
The second additional year of coverage is provided by KRCS and its Apple authorised service centres.
Your purchase receipt/invoice is your proof of coverage and should be retained at all times.

What’s Covered By The Warranty?
The KRCS 2 year warranty covers consumer purchases of a new Mac, iPad, iPhone and Apple Watch against breakdowns and defects in materials and workmanship when used in accordance with Apple's user manuals. Coverage commences from the date of original retail purchase.
In the event of a breakdown in accordance with normal use and limitations of the warranty, you can expect parts and labour costs required to repair the device to be free of charge. If the device cannot be repaired it will be replaced with an item of equivalent specification.
Coverage is transferable so if you sell the device before it is two years old, the new owner will be able to benefit from the KRCS 2 year warranty, provided they are able to show proof of coverage at the time of a claim.

What’s Not Covered By The Warranty?
KRCS make specific exclusions to the KRCS 2 year warranty. These exclusions do not affect statutory consumer rights, and in some cases, the standard Apple or other manufacturers warranty will still apply and provide coverage during the first year of ownership.

Exclusions are:

  • Damage caused by misuse, neglect or applications outside of those expected for a product of its type as documented in the Apple manuals available at support.apple.com
  • Purchases made by a business, or devices used commercially for the purposes of a business or other organisation.
  • AirPods or other Apple hardware besides Mac, iPad, iPhone and Apple Watch.
  • Beats and other Non-Apple branded hardware products.
  • Apple branded accessories provided with the device (chargers, headphones, cables etc)
  • Purchases of clearance, refurbished, used or ex-demonstration products.
  • Software related issues.
  • Personal data loss or recovery costs.
  • Consumable parts designed to diminish over time (batteries, outer casing and other protective coatings).
  • Screen burn or other issues caused by prolonged use, or applications beyond expected consumer use.
  • Stuck pixels on a display (bright dots on a display) developed within the warranty period, or at any time if within manufacturers tolerances.
  • Accidental or deliberate damage, misuse or damage by factors like liquid, heat, fire or other external causes.
  • Damage caused by another product not originally supplied with the device (e.g. third-party chargers, cables, hardware upgrades, etc).
  • Damage caused by repairs from a non-Apple authorised service provider.
  • Technical support for issues not directly related to an eligible hardware fault.
  • Products which have been modified from their originally supplied configuration/specification (aftermarket screens, batteries, drives, etc) without written permission from KRCS.
  • Consequential losses as a direct result of the device failure or any cost beyond the original purchase price of the goods involved.
  • Shipping or other costs associated with returning and collecting a device from KRCS or other Apple authorised service locations.
  • Costs of services from a third party repairer unless prior written consent from KRCS has been given confirming that those costs will be covered.
  • Devices purchased and used outside of the UK.


Your Responsibilities
You as the owner of the device are responsible for its use, maintenance and storage in accordance with product manuals and documentation.
If your product is capable of storing software, programs, personal data and other information, you should make periodic backups of that information as a precaution against hardware failure. KRCS are not liable for loss of data or the safe keeping of data while devices are being repaired.

Before submitting your product for service you should keep a secondary backup copy of its contents if possible and disable all security and passwords. Guidance on how to do this for iPad, iPhone and iPod can be found here:


https://www.krcs.co.uk/support/service-preparation-for-ios-devices


The contents of your product's storage media may be erased, replaced and/or reformatted in the course of service.


How To Obtain Service?
The first step in obtaining service under the KRCS 2 year warranty should be emailing helpdesk@krcs.co.uk with your enquiry.

If you do not have internet access you can take your device directly to one of our retail or service locations, but to save any wasted journeys we would always advise that enquiries are emailed first if at all possible.

Within the first year of coverage and under the terms of Apple’s warranty it is possible for repairs to be carried out by any Apple authorised service location in the UK.

During the second year of coverage, repair services are provided by KRCS. Depending on the exact circumstances, and with prior written consent from KRCS, it may be possible for a third party Apple authorised service location to facilitate repairs during the second and third year of coverage, but it is expected and implied that all repairs during this period are completed by KRCS.

Complaints and dispute resolution

High street purchases

If you purchased from a KRCS high street store and are unhappy with the product or service provided, please speak to a member of the team in store who will do their best to help. Contact details are available from https://www.krcs.co.uk/stores

If that doesn’t help to find a resolution, please ask for your issue to be escalated to the location manager. You can contact the location manager in writing by using the store email address available at https://www.krcs.co.uk/stores


Online purchases

If your purchase was made from our online store, please email info@krcs.co.uk with any issues arising from that purchase. We aim to respond to all emails with 1 – 2 business days.



If you’re still unhappy

If the relevant team can't resolve your issue satisfactorily, please email or write to our Customer Service Director:

customer_service_director@krcs.co.uk

Customer Service Director
KRCS Group Limited
Queens Court
Lenton Lane
Nottingham
NG7 2NR

Please note that escalations to the Customer Service Director will not be accepted until every effort has been made to work with the appropriate team detailed above to find a resolution.