Terms & Conditions for Repair Centre UK
The repair price quoted by our system is an based on the information you have provided to us either on the website or in another form. It is possible that the price to repair the unit is higher than the estimated price (for example, if the information provided was inaccurate, or if your unit has other faults). On these occasions you will be contacted via email or phone to authorise a new repair quotation.
- Turnaround time
Repairs usually take 1-3 days from the date they arrive at our repair centre, this excludes the time taken for return delivery which is outside of our control (although we use a next-day service for the vast majority of units). During busier times repairs can take longer to be processed. If you do require the device back quickly then we strongly recommend that you select the “Fast Track” options.
- Fast Track
If you select the “Fast Track” option on the website, your repair will take priority over non Fast Track repairs sent in to us. Note that if the device is beyond repair or you refuse a requote, the Fast Track fee is due in addition to the minimum charge and the return postage cost.
The following Terms & Conditions apply to Fast Track repairs:
- A Fast Track repair will take priority over other non-Fast Track repairs in the queue. It does not mean we guarantee to complete the repair on the same day we receive it (although we do try our best). Sometimes specialist parts need to be obtained and this can delay the turnaround time. We will keep you advised of the situation via the online tracking system if any delays are expected
- Fast Track repairs will be dispatched on the same day they are repaired provided payment has been made. Payment must be received before 3pm (UK time) for same day dispatch
- All repairs including Fast Track are sent via next-working day delivery. The Fast Track repair cost does not include a Saturday delivery. Saturday deliveries can be arranged by calling into our office (additional costs apply)
- If we cannot repair a Fast Track unit within 5 days of receipt, the Fast Track fee will be waived
- We do not take responsibility to delays due to Royal Mail or any other courier. However if a delivery date has been missed we will investigate and resolve as a priority
- To speed up the process we may phone you to arrange immediate payment (once the repair is complete). If you prefer not to provide details on the phone, you will need to have access to your email (for the payment link) and access to the Internet to make payment. Payments must be received by 3pm (UK time) to be dispatched same day
- Return postage
Please note that postage covers UK mainland only. We can send repairs worldwide – but prices vary per country. Please contact us for a price before sending in a repair.
- Repair warranty
Our repairs carry a limited 3 month warranty except the following:
- liquid damage repair – 30 day warranty
- Console main board repairs – 30 day warranty
If any further physical or liquid damage occurs after the repair it will not be covered by our warranty.
In the unlikely event your device becomes faulty within the warranty period please send the device back with a copy of the receipt or Ref No. and a covering letter stating current fault (we are not liable for your costs to return the unit to us). We will investigate and respond within 3 working days. If the problem is related to the initial repair, we will carry out a further repair free of charge and return at no cost. If the unit has further problems not related to original repair or parts not replaced in previous repair we will contact you and let you make a decision with regards to the cost. We will attempt a re-repair on your unit TWICE after the initial repair. If after this, the unit is still faulty we will issue a refund (minus the minimum charge, postage and any Fast Track fee). We will need to see the unit and make sure its faulty prior to issuing a refund.
To clarify: If you send a device to us under the repair warranty, the cost of the postage to send the unit to us will be covered by you, however we will return the unit to you free of charge if a problem is found. If the problem is not related to the original fault or no fault is found, return postage charges will apply.
- Minimum Charge
All repairs carry a “minimum charge”. This cost covers engineer’s time and any parts used to attempt to repair the device. After inspection, the minimum charge will become due when:
- The device is Beyond Economical Repair
(i.e. it would be cheaper to replace the device than fix it)
- We provide a new repair quotation and you refuse this quotation
The minimum charges are as follows:
– Mobile phone £14.95
– Liquid Damage Phones £19.95
– iPod £14.95
– Sat Nav £19.95
– iPad £19.95
– Laptop screen £24.95
– Laptop repairs £34.95
Note that return postage cost will be charged in addition to the minimum charge. At our discretion we may waive the minimum charge if you give us permission to use the damaged device for spare parts.
- The device is Beyond Economical Repair
- Unpaid repairs
Your device will be held for a maximum of 60 days after they are either repaired, deemed BER or requiring a requote. We will make reasonable attempts to contact you either by phone or email at least 3 times. If you have not made payment within 60 days, the unit will be auctioned to recover our costs.
- Liquid Damage Repairs
Liquid damage repairs can be very temperamental and are carried out on a “best endeavours” basis. On occasions the original fault can reappear after the device has been repaired and sometimes the faults can even get worse after a period of time. We are not responsible for any further faults which occur after the repair process is carried out.
- Accessories, Games, Power Supplies
Please do not send any accessories (or Console games/disks) in with your repairs unless we have specifically requested them (e.g. for a power problem we may request the charger or power supply). We cannot be held responsible for any loss or damage to accessories whilst in our possession (SIM cards, memory cards, chargers, boxes, cases, cables, mounts etc). On occasions we may ask for certain accessories to be sent in after our initial diagnosis for further testing as they may be related to the fault.
- User data / information
We will do our utmost to retain any data on your device, however we cannot be held responsible for loss of any data, including;
- Photos & videos
- Favourites locations (for Sat Navs)
- Music (e.g. MP3)
- Files, Folders
- Any Data or programs not supplied by manufacturer as new.
Please ensure you backup your device before sending it to us, as mentioned we do not intentionally wipe your device unless we have to and we will notify you prior to doing so.
Payments are requested by email once a repair has either been completed successfully or if the device has been deemed BER or you refuse a requote. Cheque payments will be subject to a clearance delay of approximately 5-7 working days.
We accept Visa, Mastercard, Switch, Maestro, Solo, Visa Delta & PayPal via our online payment system.
- Mistakes in bills, receipts or payments
Whilst we endeavor to ensure accuracy in all that we do, occasionally mistakes do happen. We will correct any mistakes in bills, receipts or payments as soon as possible, and no later than 30 days of agreeing to do so.
- General Disclaimer
All repairs are carried out on a best endeavours basis. All our repair technicians have been in this field for many years and have 1000’s of repairs under there belts, we pride ourselves on our tech knowhow and expertise. Whilst we take the outmost care during the repair of your handset we are not responsible for any complications or further faults that arise during the repair process. On very rare occasions it is possible for your handset to have further faults appear/occur during the repair, we will endeavour to assist with this and repair any further faults that you have paid extra to have repaired, but on some occasions unfortunately the repair may not be successful and your handset may be completely dead. This is a general disclaimer that you must accept as you would accept personally before surgery of any kind, the same rule applies to electronic repairs.
- Lock Codes / Passwords
We would request that you remove any lock codes or passwords on your device as we will need to test your unit after we repair it. Alternatively, you could supply us with the password or code but we recommend you back up your device first then reset it before sending it to us. If you don’t supply us with the code or password and you have not removed the lock/pass either we cannot be held responsible for any faults with your device as without access to the device we cannot test its full functionality after the repair process is complete.
- Waterproof / Splash proof Devices
The current range of devices that are sold as being waterproof or splash proof are sealed in the factory with special machines and special liquid proof gaskets. When we change a screen on such a device or carry out any repairs that involve the opening and closing of your handset we cannot guarantee that your device will be 100% waterproof or splash proof after the repair process is completed. We actually replace all gaskets required but only the manufacturers of the device have access to the equipment which pressurises the device.
We have many satisfied customers, and our complaint resolution system helps us to ensure that our customers are satisfied, even when things go wrong.
If you have a complaint, please contact us either by email or by letter. Upon receipt of your complaint, we will investigate to see what went wrong so that we can resolve it to your satisfaction, and to avoid reoccurrence in the future.