FAQ · Customer support
Everything about selling your Mac to us, answered straight.
How quoting works, what happens on collection day, when you get paid, and how your data is handled — all in one place. Can't find your answer? Ask us directly and a human replies.
★★★★★Rated 4.6/5 · 1,873 Trustpilot reviews
Quotes & selling
Getting a price for your device
Q.Is the quote I'm given the amount I'll actually be paid?
Yes — provided your device matches the spec and condition you described, the price is guaranteed. No “up to” games, no renegotiation on arrival.
Q.What happens if we disagree about the spec or condition when it arrives?
One of our advisors contacts you and offers an alternative price based on what we found. If you're not happy with the adjusted offer, we return your device to you by courier, free of charge — no obligation, no fees.
Q.How do I find out the spec of my Mac?
Click the Apple logo at the top-left of the menu bar and choose About This Mac — that shows your chip or processor, memory, and macOS version. For storage, click More Info → Storage (or System Settings → General → Storage).
Q.What if I've already wiped it and can't check the spec?
Use the serial number — it's engraved on the underside of MacBooks and on the bottom of an iMac's stand. Enter it at Apple's Check Coverage page or EveryMac's lookup to identify the exact model, or send it to us and we'll identify it for you.
Q.Do I need to include the charger and accessories?
Include what you have — a missing charger means a deduction for the replacement (£35 on Macs and iPads). Tell us what's included when you quote and the figure will be right first time.
Q.I have several devices to sell — do I quote them one by one?
No need. For multiple devices — whether that's two MacBooks or an office clear-out — use our bulk buy form and we'll come back to you with a combined offer. We do a lot of work with businesses, schools and universities.
Collection & payment
From your door to money in your account
Q.What time will the courier arrive?
Our DPD couriers operate between 9:00am and 5:30pm. You'll receive a text message on the day with the courier's expected arrival window, so you're not waiting in blind.
Q.Do I have to pay for collection?
No — collection is free and fully insured, door to door. There are no fees anywhere in the process.
Q.How should I pack my device?
The original box is ideal if you have it. Otherwise use a sturdy box with generous padding — and for laptops we supply a custom packing case with the collection. Whatever you use, the insurance covers it in transit.
Q.How long does the whole process take?
Once your device arrives with us, booking-in and testing normally takes 48 hours, and payment follows straight after. Most sellers have their money within two to three working days of collection.
Q.How will I be paid?
Bank transfer or PayPal — your choice, selected when you accept your quote.
Q.Can I check where my quote is up to?
Yes — use the quote status checker with your reference number, any time.
Data & trust
Your data and who you're dealing with
Q.What should I do about my data before sending a device?
Four steps before it leaves your hands:
- Back up anything you want to keep — you can't get it back afterwards.
- Sign out of iCloud (and turn off Find My) — a device still locked to an Apple ID can only be valued for parts.
- Sign out of iMessage and any media accounts.
- Erase the device — Apple's official walkthrough is here: what to do before you sell your Mac.
Q.What if I can't wipe it, or I've forgotten something on it?
We securely erase every device we receive regardless, using accredited erasure tools — so residual data cannot be recovered by us or by the next owner. But the backup is on you: once it's wiped, nothing comes back. If you need help erasing a device, contact us and we'll walk you through it.
Q.Why should I trust MacBack with my property and data?
MacBack is the buy-back arm of the Intelligent Lifecycle Solutions group — a professional refurbishment and IT asset disposal business trading since 2002, managing devices and data for organisations in high-security sectors. We're certified to ISO 9001, ISO 14001 and ISO 27001, and every device we buy is checked against the CheckMEND lost/stolen database.
MacBack is the trading name of Intelligent Storage Solutions Ltd · Registered in Scotland No. SC257862 · VAT GB 203 002 295 · Unit 18, Maesglas Industrial Estate, Newport NP20 2NN · 0800 006 2626
Question answered?
Then let's find out what yours is worth
A guaranteed price in about a minute — or if something's still unclear, ask us directly and a human gets back to you.
★★★★★Rated 4.6/5 · 1,873 Trustpilot reviews