I purchased an iPad Air on Saturday but after two days decided it is not of the performance standard I expected and wish to exchange it for an iPad 2018 model. However, your customer services terms have informed me this won’t be possible as the item has now been “used or personalised”. This appears to fly in the face of the commitments JL make towards customer services and is sadly lacking when compared to rival companies such as Costco and even Apple themselves in terms of refunds and exchanges. Consumer regulations also state that the customer has a right to a full refund if not satisfied with their goods and are returned undamaged with the original packaging. This does not exclude electrical items which the consumer cannot possibly know are suitable without activation and testing - and in most cases - having to enter some personal details such as a name and email address. All of this can be remedied simply by returning the product to factory settings anyway. Based upon this experience I feel JL are being obstructive and attempting to renege on their alleged commitments to after sales customer care. Disappointed by their wholly unhelpful and archaic attitude.