What is your device repairs policy?

Posted by Repair Media on

Our Repair Policy

RepairMedia Repair Policy

At RepairMedia, we understand the importance of having a reliable and efficient mobile repair policy. Our goal is to provide our customers with the highest quality repair services for their mobile devices. Whether you have a cracked screen, a faulty battery, or any other issue, our certified technicians are here to help.

Our mobile repair policy is designed to ensure that you have a seamless and hassle-free experience when getting your device repaired. We strive to provide transparent and fair policies that prioritize customer satisfaction.

Here are the key aspects of our device & mobile repair policy:

1. Warranty

We offer a 60-day warranty on all our device or mobile repairs. This means that if you experience any issues with your device within 60 days of the repair, we will fix it free of charge. Please note that this warranty does not cover any damages caused by accidents, misuse, or unauthorized repairs.

2. Repair Process

When you bring your device to us for repair, our certified technicians will carefully diagnose the issue and provide you with a detailed explanation of the problem and the recommended solution. We use high-quality replacement parts and follow industry-standard repair procedures to ensure the best possible outcome.

3. Turnaround Time

We understand that your mobile device is essential for your daily life, so we strive to complete repairs as quickly as possible. Our average turnaround time for mobile repairs is 1-3 business days. However, please note that certain complex repairs may take longer.

4. Pricing

Our pricing for mobile repairs is competitive and transparent. We provide upfront quotes for all repairs, so you know exactly how much it will cost before we proceed. Our prices include both the cost of the replacement parts and the labour involved in the repair.

5. Customer Support

We value our customers and aim to provide exceptional customer support throughout the repair process. Our knowledgeable and friendly support team is available to answer any questions or concerns you may have. You can reach us via phone, email, or live chat.

At RepairMedia, we are committed to delivering reliable and high-quality mobile repair services. Our mobile repair policy ensures that you receive the best possible service and peace of mind. Trust us with your mobile device repair needs, and we will exceed your expectations.

 6. Terms and Conditions

At RepairMedia we give our customers a warranty with the majority of our repairs, including all screen repairs, we also give a warranty with every single refurbished mobile device we sell.

Below describes what we cover under our warranty and what voids our warranty or is not covered. When checking out a repair with us. Please make sure you read the description fully and the terms and conditions before purchasing, so you understand if your repair is covered under our warranty or not. 


7. Repair Warranty

Covers
- If our part (s) becomes faulty during the designated warranty period (Warranty periods vary depending on the type of repair) (60 days)
- If there is clearly a case of poor workmanship during the warranty time frame (Warranty periods vary depending on the type of repair)  (60 days)
- If the device gets lost in transit we may replace it for a like for like model (not a brand new model) or will submit a claim to the postal company on your behalf to claim compensation. (Compensation varies depending on which service you selected for example Compensation cover up to £150 for Royal Mail Tracked 24 / 48 or for Royal Mail Special Delivery Compensation cover up to £750) If you selected self shipping then you should make sure to take insurance when the device is on the way to us. Our Policy for compensation or device replacement is only valid for pre-paid labels that we have supplied to you.
 
Does NOT Cover
- If there is any evidence of accidental damage to the device. (We may ask you to send proof via emailing pictures in or sending the device back to us)
- If you have taken the device to a third party.
- If the fault occurs outside of the warranty period. 
- It is not related to the repair we have carried out.
- If the device has been opened by anyone else.
- Liquid related repairs, software repairs and a selection of WIFI / Motherboard repairs are not covered under warranty.
- Data loss from the repair it is the customers responsibility to have an up to date backup before shipping any devices to us.
- Devices that are deemed not repairable or not economically repairable are excluded from this policy.
- If you have not allowed our technicians to fully test the device. Either the phone was password protected or not accessible so we could not fully complete diagnostics / fault finding. We will not cover additional faults as was unable to test due to security. It is the customers responsibility to provide a passcode or wipe the device before shipping so we can test thoroughly.
 
 

8. Refurbished Mobile Devices Warranty

Covers
- If our part(s) becomes faulty during the allocated warranty period. (Warranty periods vary depending on the model purchased) (Normally 60 days)
- If there is clearly a case of poor workmanship during the warranty time frame (warranty periods vary depending on the model purchased)
- If you're not happy with the device in anyway, you have 60 days to return it and get your money back under our 60 day money back guarantee policy
- We have a 60 day exchange period, therefore, if the device is faulty or poor workmanship can be proven, then we will exchange the device for you at no extra cost
 
Does NOT Cover
- If there is any evidence of accidental damage to the device. (We may ask you to send proof via emailing pictures in or sending the device back to us)
- If you have taken the device to a third party
- If the fault occurs outside of the warranty or exchange period 
- If the device sent back is not the same purchased from RepairMedia
- If the device has been opened by anyone else 

9. Non-Refundable Repairs:

Non-Refundable Repairs:
A few of our repairs are non-refundable, this includes liquid damage repairs and/or liquid damage related repairs and diagnostics if you decide not to proceed with the repair.  

Warranty:
All repairs (with the exception of software related, battery, motherboard and water damaged devices) come with a 60 day warranty. Battery related repairs also come with 60 days warranty. This excludes faults relating to physical or accidental damage or if the device is opened whilst in your possession. If the nature of the repair falls outside the terms of our warranty or guarantee, then you may incur a charge for the repair.

Our warranty does not cover repairs on Wi-Fi Faults on the iPhone series.
If you take your device to a third party repairer, this will void the warranty on your device. This includes both repaired and purchased devices. All software related repairs will not be covered by our warranty.

The warranty only covers the original repair. For example, if you pay for a screen repair and the screen becomes faulty, you will be covered with a 60 day warranty, If any additional faults occur that are not related to the original repair this will not be covered under warranty and will need to be paid for. Furthermore, if a repaired screen is damaged after our repair due to accidental damage or misuse then our warranty does not cover this.

The warranty for refurbished phones and tablets sold by RepairMedia differs depending on the device and only covers manufacturing defects. If the fault is not related to this or happens outside of the warranty period, an extra cost may occur. It does not cover physical or accidental damage after the repair.
If you purchase a refurbished mobile device from RepairMedia and you accidentally damage the device this will void all warranty. If after this you purchase a repair from us, if applicable you will be covered under a new repair warranty.
If the device is damaged it shall not be covered under warranty. If you pay to have it repaired it still will not be covered by warranty due to any future faults that may occur. All warranty claims for second hand devices have to be reported within the warranty period and returned to our premises within 45 days of purchasing the device.

Please note a few faults are not covered by warranty as manufacturing defects, these include: Finger-print / Face ID faults, Wi-Fi faults caused by software or device bugs, date and time faults caused by System updates. If the device you returned has been reset we will need the iCloud / Google account information to be able to test the device or pin / passcode, without this account information we will not provide a warranty.


Liability:
If your device is damaged beyond economical repair through our negligence or wilful misconduct, our liability will be limited to the cost of providing a replacement with a product that is the same or similar to your device. You have sole responsibility for any data stored on your device and we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility to keep a record of any such data.

When sending in a damaged device, our technicians will probably need to open up the device to either diagnose or repair it, this comes with an element of risk and may result in some minor damages to your device. We do everything possible to ensure this doesn't happen, however, if it does happen and the damages are significant we will offer a replacement or repair.

We will not be responsible for any damage or fault caused by a previous repair.
When sending in your mobile phone or tablet device for screen repair or home button repair, RepairMedia will not be held responsible if the Touch ID or FACE ID feature does not work after the repair is carried out.

Repair Process & Delays: We aim to repair your device within 24-48 hours of receiving it. This is just an aim we target as a company, this is not a promise, as every repair varies in time and difficulty. Although 90% of all repairs get done on the same day, sometimes we encounter further issues that slow the repair down or require additional parts which need to be ordered and may cause a delay.
If for any reason your repair will take longer, you will be notified of the reason and the estimated completion date. Alternatively, you can check the repair tracker to see if there have been any new developments in relation to your repair. If we need to order in new parts, the repair process may be delayed. We will keep you updated throughout the whole process.

Please be aware diagnostics may take longer than usual repairs as our trained technicians take the time to look at every element of the device and check for faulty parts.  Please be advised we cannot guarantee your device will be repaired after we diagnose the fault. 97% of devices that we diagnose are repaired.
With screen repairs on Samsung Devices there is always a chance of the LCD breaking due to the glue needed to bond the glass to the LCD, we are one of the few repairers that offer just a glass repair, which in turn passes the savings on to the customer, however occasionally the LCD may break, before this happens, we always notify the customer and the procedure about to happen and the chance of it breaking, and ask for permission to carry on, as we will not be liable for the cost of the replacement LCD.

Liquid Damage repairs can take up to 7 - 14 days.
Any Motherboard related repairs can take up to 7 - 14 days.
Any Software related repairs can take up to 7 - 14 days.
Orders which have multiple repairs or require additional repairs may take longer.
Any time estimate for completion of the repair service, which may be given to you, is an estimate only and does not form any obligation under the terms of this agreement.

If we receive your device and we find there is nothing wrong with the device, we will send it back and refund you the difference. However, there will be a £9.99 handling fee deducted, this covers postage & diagnostic costs.
On a few iPad screen repairs occasionally fine grid lines may appear, the screen will work without any problems just light grid lines may seem apparent which will not affect the performance of the screen at all. We will be unable to refund or replace the screen based on this factor.


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