These are the terms and conditions on which we supply products to you, whether these are goods or services. In most cases, the products will be replacement device parts or one-off device repair services.
Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
In some areas you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
• you are an individual; and
• you are buying products from us wholly or mainly for your personal use (not for use in connection with your trade, business,
craft or profession).
If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
REPAIRS.Y LTD is a trading company registered in the Scotland, United Kingdom. Our company registration number is SC681687 and our registered office address is at 10 Blackthorn Street, Glasgow, Scotland, G22 6EE.
You can contact us for all general enquires by telephoning our customer service team at 0141 730 8111 or by writing to us at firstname.lastname@example.org
If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order. On occasion, contact may also be made through our social media platforms such as Facebook and Instagram.
2.4. “Writing” includes emails and messages. When we use the words "writing" or "written" in these terms, this includes emails and messages sent through social media platforms.
Our acceptance of your order will take place when we email you an order confirmation to accept it, at which point a contract will come into existence between you and us.
If we are unable to accept your order, we will inform you of this in writing and will not charge you for the product. This might be because the product or parts are out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from addresses outside the UK.
If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
We may change the product:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement minor technical adjustments and improvements, for example to address a security threat. We will let you know if these changes will affect your use of the product.
The price of the product (which includes VAT) indicated on the order pages when you place your order is an indicative non-binding price based upon information provided by you, including, for example, the fault on the device, or the model of the device. Accordingly, any such indicative price is subject to detailed verification by us upon inspection of your device. If there is any change to the price (for example, because the information you have provided to us is incorrect, or if we identify additional defects, or if you have booked the wrong repair type, or we have made a mistake in communicating the pricing to you, we will notify you so you may decide whether or not to proceed. If you choose not to proceed, we shall not supply the ordered goods/services, and shall have no liability to you other than to refund any sum previously paid by you.
If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
Payment for our Device Repair Service is taken after the repair is complete by our technician and you are satisfied with the service provided. We accept payment by cash, chip and pin or bank transfer. You must pay for the products before our staff member leaves the repair site.
We accept payment with in the ways set out on our website. You must pay for the products before we accept your order.
If you are a business customer we may from time to time offer you a credit limit and revised payment terms, subject to status. We may set and vary such credit limits from time to time and withhold all further supplies of our services if you exceed such credit limit or payment terms.
Our repair and technical support services are supplied by our repair technicians, each of whom has undergone technical assessment to ensure our services will be supplied to a high standard.
If our supply of the products is delayed by an event outside our control (such as unavailability of required parts) then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
8.1. Subject to clause 8.2, we offer a “no fix” policy in relation to our Device Repair Services, by which if we are unable to repair your device, you do not pay our full fee in relation to the products we have supplied.
(a) where the services include repairs for liquid damage; or
(b) to any element of our products that have been successfully delivered or completed. For example, if your device requires a screen replacement (completed successfully) and fixing the power button (not completed), this policy would apply to the costs of repairing the power button, but you would still be required to pay for the screen repair; or
(c) to a battery replacement.
Except as stated otherwise in this clause 9, we warrant that on repair, and for a period of 6 months from the date of repair (warranty period), products supplied by us shall:
(a) conform in all material respects with their description;
(b) be free from material defects in design, material and workmanship; and
(c) be of satisfactory quality (within the meaning of the Sale of Goods Act 1979).
If subsequent work is carried out under our warranty, this does not extend the warranty. For example, if a warranty repair is done 3 months after the original repair; the warranty still ends 6 months from the date of the original repair.
(a) Liquid damage. Our warranty does not apply under any circumstances whatsoever to liquid damage devices or repairs.
(b) Limited warranty for battery issues. Our warranty is limited in relation to replacement batteries.
(i) Due to the unpredictable and varied nature of causes of battery performance issues, it is not always possible to diagnose whether the issue is due to hardware, software, board, or even accessories. Following completion of our services, should your device continue to display the original symptoms (at any degree, be it increased, decreased, or the same) but continue to display some functionality, regardless of how minor, we retain the right to determine that the issue is as a result of damage to the U2 IC Chip and our warranty will not apply.
(ii) If the battery is not functioning or will not charge or turn on, at all, then your device will need to be diagnosed by our head technician on our premises.
(iii) Battery performance can also be adversely affected by faulty chargers or dock connectors. You must have tried alternative original equipment manufacturer (OEM) chargers for, and have the most recent software updates on, your device before booking in a battery replacement.
(iv) Our warranty will not apply if you have used non-OEM chargers, power banks, car chargers, charging phone cases, charging pads, plates, or any other form of battery/phone charging equipment not manufactured by the OEM. Any use of these accessories may cause damage to your device’s IC Chip and therefore a battery or charging port replacement is unlikely to resolve the issue. You will not be entitled to a refund for products supplied.
(c) Post-repair issues/events. Our warranty does not apply in the event of any of the following occurring in relation to a device upon which we have performed our services:
(i) mishandling that causes subsequent damage;
(ii) water or other liquid damage;
(iii) damage or faults resulting from attempted repairs by you or any third party;
(iv) software issues unrelated to the repair and/or any damage resulting from viruses or other malicious software that may have been transmitted during servicing or escaped detection;
(v) any jail broken or “rooted” device; or
(vi) any fault or damage unrelated to the products supplied by us under warranty.
(d) Pre-repair issues/events. Our warranty does not apply if your device is jail broken or “rooted” or if, at or before the time we provide the products, there is in relation to your device:
(i) a known manufacturing or performance issue which is separate from the services ordered;
(ii) water or other liquid damage;
(iii) any damage or fault resulting from repairs attempted by you or any third party; or
(iv) any performance issue with your device’s battery.
If upon inspection we determine that your issue is not covered by our warranty (for example, because your device is cracked or our warranty does not apply due to one of the limitations set out above), you may opt for us to carry out a repair (to the extent that we are able to) at our standard price less the inspection cost of £20.
We reserve that these resolutions are simple to follow and should be carried out by the customer before claiming Warranty. For example, issues with the touch screen may arise after a screen replacement. This issue is often resolved by a simple device software hard reset, which there are instructions for on the Warranty page. We will direct you towards the Warranty page to try the simple resolutions offered which could fix the problem(s) with the device. If the warranty is claimed and these same resolutions are attempted by our technician and subsequently resolve the issue(s) which the warranty was claimed for, we will charge you the invalid warranty claim charge of £20.
To end the contract with us, please let us know by phone or email. Call customer services on 0141 730 8111 or email us at email@example.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
If you are entitled to a refund under these terms, we will refund you by the method you used for payment. However, we may make deductions from the price, as described in these terms.
We may end the contract for a product at any time by writing to you if:
(a) you do not make any payment to us when it is due;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;
(c) you are not present at the agreed address at the arranged time to allow us to supply the services.
If we end the contract in the situations set out in clause 11.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you a £20 charge (as compensation for the net costs we will incur as a result of your breaking the contract).
We may write to you to let you know that we are going to stop providing the product. We will let you know in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.
How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone
our customer service team at 0141 730 8111 or write to us at firstname.lastname@example.org.
(a) you give us notice in writing during the warranty period within a reasonable time of discovery that a product does not comply with the warranty set out in clause 9;
(b) we are given a reasonable opportunity of examining such product; and
(c) you return such product to us, we shall, at our option, repair or replace the defective product, or refund the price of the
defective product in full.
(a) you make any further use of such product after giving a notice in accordance with clause 14.1(a);
(b) the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the product or (if there are none) good practice;
(c) you alter or repair the product without our written consent; or
(d) the defect arises as a result of fair wear and tear, wilful damage, negligence, or abnormal working conditions.
Subject to clause 15.2, if we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us prior to placing your order.
The exceptions, where we are not liable to you, are:
(a) any claims or damages of any kind or description that may arise from any repair work performed on your device, unless it is caused by our negligence;
(b) loss, deletion, amendment to or corruption (howsoever caused) of any data or information that you have stored on your device;
(c) data loss, corruption, deletion, or alteration, and hardware or software failure on SIM cards and memory cards;
(d) any damage to or loss of any SIM card, memory card, case, screen protector or other accessory that you have failed to remove
from your device;
(e) when services performed by us void manufacturer warranties for your device. If you do not wish to void your warranty, you should not place an order with us but should contact the device manufacturer;
(f) any failure to repair any liquid damaged device;
(g) where it is not possible to repair your device (as we cannot guarantee that your device is capable of being repaired); and
(h) any waterproof (or water-resistant) device no longer being waterproof (or water-resistant) following completion of our services.
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products including the right to receive products which are: as described and match information we provided to you and any sample or model seen or examined by you; of satisfactory quality; fit for any particular purpose made known to us; supplied with reasonable skill and care and, where installed by us, correctly installed; and for defective products under the Consumer Protection Act 1987.
If you are a consumer, we only supply the products to you for domestic and private use.
We may ask for this personal information to be able to check your identity and we may make a note of this contact if it is relevant to your record.
We will only give your personal information to other third parties where the law either requires or allows us to do so.
We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
We understand that people can become frustrated if matters do not proceed as they anticipated. However, if that frustration escalates to aggression towards Repairsy staff then we consider that unacceptable. Any abusive or aggressive behaviour toward our staff will not be tolerated and will result in your order being declined with immediate effect. Aggressive or abusive behaviour includes any language behaviour that may cause staff to feel afraid, alarmed, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. We also consider inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations to be abusive behaviour.