Repair terms & warranty

Who we are

How a repair works

1. You ask. You tell us the device and the fault, choose a part grade, and give us your contact details. The price you see online is an estimate, based on what you have told us. Pay nothing at this stage.
2. We contact you by the method you chose to arrange how the device gets to us (in person or by post) and when.
3. We look at it. Once we have the device we diagnose it and confirm the price and timescale with you. [[DIAGNOSIS_FEE_POLICY]]
4. You decide. We only go ahead once you have accepted the price. If we find something different from what you described, we tell you before we do any extra work or charge any more, and you can say no.
5. We repair it, test it and tell you when it is ready. You pay when you collect it, or as we arrange with you if it is being posted back.

What we tell you about the repair — price, parts, timescale, warranty — is part of your contract with us.

Our standard of work

We carry out every repair with reasonable care and skill, within a reasonable time (unless we agree a date) and for a reasonable price (the one we agreed). If we don’t, you are entitled by law to ask us to repeat the work at no cost to you, and if we can’t or don’t put it right within a reasonable time, to a reduction in the price, which can be up to the full price. Refunds are made to the way you paid, within 14 days.

Parts

We offer parts in different grades, such as original, OEM and copy. Each grade is described when you choose it, together with its warranty. We use the grade you chose. If the part you chose is not available, we will tell you and agree an alternative before going ahead. Parts we replace become ours unless you ask for them back when you book.

Repair warranty

• The warranty period depends on the part grade you chose. It is shown when you pick the grade, on your quote and on your receipt.
• It covers the part we fitted and our work. If the repaired part fails during the warranty because of the part or our work, bring it back and we will fix it free.
• It does not cover new damage after you collect the device — for example drops, cracks, liquid damage or bending — or a device that has been opened or worked on by someone else afterwards.
• It is on top of your legal rights, not instead of them. If a repair was not done with reasonable care and skill, your rights above apply whatever the warranty says.
• To claim, bring the device and your receipt or reference to the shop or contact us.

Things to know about repairs

• Opening a phone can reveal damage that was not visible before, and some repairs can reduce water resistance or, for older devices, cause other parts to fail. We will tell you the risks we know about before we start.
• A repair can lose data on the device. Back it up before you hand it over. We take care, but we cannot promise your data will be safe, and we are not responsible for data you could have backed up.
• Turn off any “Find my device” or account lock that stops the phone being tested, and tell us if the screen is locked — some repairs can’t be tested without it.
• We may ask you to show you own the device or have the owner’s permission. We will not repair a device we reasonably believe is stolen, and may tell the police.
• We do not change a device’s IMEI or other identifying numbers; it is a criminal offence for anyone to do so without the manufacturer’s authority.

Your data on the device

Phones hold a lot of personal information. We only open or look at the content of your device — photos, messages, accounts — so far as is needed to test or complete the repair. We do not copy it or keep it. If we need your passcode to test the device, we will ask you, use it only for that, and not keep a record of it once the repair is finished. Our privacy notice explains how we handle the details you give us when you book.

Cancelling a repair

• Before we start work you can change your mind at no cost. If you have posted the device, we will return it; [[REPAIR_RETURN_POSTAGE_POLICY]].
• Your 14-day right. If you agree a repair with us online, by phone or by email, you have a legal right to cancel within 14 days of the day you agree it. You can use the form on our returns & cancellation page or any clear message.
• If you want us to start within those 14 days we will ask you to tell us so, in writing. If you then cancel, you pay for the work already done, in proportion to the whole job. If we have finished the repair at your request and you accepted that you would lose the right to cancel once it was done, the right ends when the repair is complete.
• If we have not told you about your right to cancel and the cost of work done, you will not have to pay for work done in the cancellation period.

Collecting your device

We will tell you when your device is ready. Please collect it, or tell us how you want it sent back, within [[UNCOLLECTED_NOTICE_DAYS]] days. If you haven’t, we will contact you again by every method you gave us, in writing, and explain what happens next.

We will look after a device that is waiting for collection with reasonable care. [[STORAGE_FEE_STATEMENT]] If we still cannot reach you and you have not collected the device after a further [[UNCOLLECTED_FINAL_NOTICE_DAYS]] days from our last written notice, we may, as a last resort, sell, recycle or dispose of it. Before we do, we will make sure the device has been wiped of your personal data.[[UNCOLLECTED_PROCEEDS_STATEMENT]]

This is under Scots law, which has no special statute for uncollected goods, so what we do depends on what we have told you here, on giving you reasonable notice, and on making real attempts to reach you. If your circumstances mean you can’t collect on time, such as illness, contact us before the deadline and we will work something out.

Our responsibility to you

We are responsible for loss or damage that is a foreseeable result of us not taking reasonable care or breaking these terms, including damage to your device caused by our fault. We are not responsible for loss that was not foreseeable, for loss of data you could have backed up, for existing faults or hidden damage that were not caused by us, or for any business loss. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for your rights to a repeat repair or price reduction, or anything else the law doesn’t allow us to limit.

If something goes wrong

Tell us and we will try to put it right — see our complaints procedure.