Frequently Asked Questions
If the answer isn’t here then ask us……….
Is the Mac new?
Yes HardSoft is an Authorised Apple Stockist and only offers new equipment.
Can I pay off the finance early ?
Yes and there is no penalty for doing so.
Can I trade in my old Mac?
Yes, please contact us and we can offer a trade in discount against a new Mac. This part exchange value will be offset to reduce the monthly payments.
Tell me about your Insurance for Laptops?
Included with all our Apple iPads and certain MacBooks is two years comprehensive insurance against loss theft and accidental damage to your Apple. There is no policy excess to pay. Our policies are backed by Compucover. A policy schedule will be sent with your ‘Welcome Pack’ after delivery. Should you need to make a claim please contact us in the first instance. In cases of loss or theft the event should be reported to the Police and a Crime Reference Number obtained. Note there are exclusions on the policy for loss in a public place.
Are other Mac bundles available ?
Yes, though we only offer Interest Free Credit on certain configurations and all must include at least two Apple upgrades (eg memory upgrade & Microsoft Office). Certain configurations are only available on twelve or six months interest free.
Tell me about the 'Loan Mac' warranty?
Occasionally Macs do go wrong unfortunately but when yours does we will offer you a loan Mac. Once you have reported your Mac as faulty to us we will ship a loan unit and our courier will collect the faulty unit at the same time. We can’t guarantee an identical unit but it will be an equivalent spec.
Is your warranty AppleCare?
No, we offer what we believe is a superior alternative to that offered directly by Apple. It includes parts and labour and is on a 'collect & return' basis. Our courier will collect your Mac and return it to you at no cost. Additionally we offer telephone technical support. Our repairs are via our fully Authorised Service Centre and every engineer you have contact with is qualified to 'Apple Certified Technical Coordinator' level or above.
How do I get the Free Cloud Backup?
After delivery we will email you to confirm your eligibility and will then forward you by email your Username/password details. This should be received with 7-10 days of delivery. Once logged in you can install the software on your Mac and then you are off ! It’s very easy to use. At the end of 3 years you can renew this for a small fee and during the three years you can upgrade your subscription should you need more Storage.
How quickly will my application be processed?
In most cases you will know immediately on line if your application has been accepted or declined, however, credit applications can be referred and if this is the case you will be notified as soon as a decision has been reached.
How quick is delivery ?
Delivery is normally 1-2 days from you paying the deposit on line. This will be delivered by our courier . We will contact you to confirm and arrange a suitable date with you. Alternatively you can collect from the HardSoft Apple Store in Shoreditch, East London or Head Office.
Can I have my Mac sent to a different address?
Please note that orders can only be shipped to the same address as on your application. In exceptional circumstances we can ship to a related address. Our Delivery partner DPD does allow you to collect at one there many Pick Up points which are often you local convenience stores Stores.
I am self-employed. Do I qualify as a Home User ?
Yes, HardSoft interest free credit is available to the self- employed though we do offer business leasing which we recommend. This does carry an interest charge of circa 9% APR but has the benefits of being tax allowable and has the benefits of flexibility. HardSoft business leasing is similar in style to a business mobile phone contract.
Can I apply for finance by phone ?
Yes, though we will then need to post you the direct debit paperwork for your signature which can delay delivery. Alternatively you can come and visit us and have a coffee whilst you complete the paperwork. The fastest method is the on line application process.
How do I get Technical Help ?
Please contact us by email, firstname.lastname@example.org, or just call us. Detailed terms of your warranty together with your sales receipt will be sent to you in our ‘Welcome Pack’ circa 10 days after delivery.
Is a deposit always required?
Yes, a deposit is payable by credit or debit card upon acceptance. You can choose the size of your deposit to suit your needs with the minimum being 15% for a 6 month application; 20% for a 12 month application; and 25% for an 18 month application.
How are my monthly payments paid?
All monthly payments are paid by direct debit from your personal bank account. Typically the first payment will be due one month after the date of the delivery and subsequent monthly payments will be due every month for the length of your term on that day of the month.
Can I pay my agreement off early?
Yes, you have the right under section 94 of the Consumer Credit Act 1974 to repay early in full or in part at any point. If you wish to pay any amount early you must give notice to the credit provider, V12 Retail Finance Ltd. Unless you repay in full, any early repayment you make will not reduce the duration of the agreement but, if you give them notice of your intention to pay an amount early, they will discount the total of the remaining monthly instalments.
How much can I borrow?
Up to £5,000 depending on status.
Why has my application been declined?
Should you believe your application was declined unfairly then please contact us. Otherwise V12 Retail Finance take into account confirmation of your identity, validation of certain application details, existing commitments and information held at the credit reference agencies. Though unable to provide you with a main reason for decline of an application, it is usually based on one, or a combination of the following:
Adverse credit reference agency information
Your credit score (note that every finance company will score you differently)
You are considered to be overcommitted
Your existing account performance with other lenders
If I have been refused credit can I apply again?
We acknowledge that your circumstances change and just because we have refused a previous application, it does not mean that we will automatically turn down a further request. We do suggest however, that you leave at least 9 months between applications.