are BTO orders non-returnable?

not true

 

Yes, they are returnable within the 14 days.

 

All you had to do was ask her to show you exactly where, in Apple's posted return policy, it said that. And then raise holy hell and threaten to escalate her deliberate attempt to lie about policies to the detriment of a customer.

 

I've returned CTO many times. You may have to call Apple and ship it back for refund. Not sure if you can return it to Apple Store.

 

Returned my BTO macbook air 13 two weeks ago when I wanted the 11. Had a bit of an issue since it was education purchase with free giftcard, they had to refund the giftcard back as cash and the rest on my card (no big deal) but they had to jump through a few hoops to get it done.

They had no problems accepting the return though, BTOs can be returned to stores or shipping back to apple online.

 

There are many BTO optioned macs in the refurb store. How did they get there?

 

She's full of crap.

 

*deleted

sounds like a bunch of bull to me.

 

In fairness, she wasn't required to accept the return at the physical Apple Store. When you return a BTO you're supossed to do so online and then send it back to Apple in the shipping materials it originally arrived in (Apple pays the shipping). So from her perspective the manager was correct; she's probably never delt with BTO returns before.

Kinda common sense there, OP. Order online, return online.

 

The manager was completely wrong. I'd report them to Apple. You can return them, just perhaps not in an Apple Store.

Returns & Refunds - Apple Store (U.S.)

 

She's full of it, but the confusion was probably in the (formal) inability to return BTO products to Apple stores. The general practice is that you notify Apple within the 14 day window that you wish to return your product, they send you a pre-paid courier voucher, and then you have another 14 days to organise for the courier to pick whatever you're returning up from your place/office (TNT here, maybe Fedex in the US?). Which makes sense, since you need to order BTO stuff online, rather than in-store.

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Ah yes I didn't see this when I posted my response, NMF is where it's at

 

Actually, the way I read it, BTO computers are eligible for RETURN in Apple Stores, just not for EXCHANGE. That makes sense, as the stores may not have a product to exchange it for. If it's a straight return/refund, then the policy does not have an exception for BTO products.