FAQ

How long does the diagnostic process take?

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Standard Diagnostics

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Following receipt of your device, standard diagnostic assessment typically requires 5 to 20 working days. This timeframe reflects the anticipated period for technical evaluation and does not constitute a guaranteed completion date.

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Express Diagnostics

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An express diagnostic service may be offered for a non-refundable fee of £42.50. Express diagnostics are generally completed within 1 to 5 working days and include prioritised handling. This service is not available for data recovery.

Where express diagnostics are selected and subsequently approved, the shortest available repair turnaround will also apply. The express diagnostic fee will be itemised on the final invoice. Upon receipt of payment, the device will be returned without undue delay.

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Devices with Prior Repair Attempts

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Where a device is found to have been subject to previous repair attempts, diagnostics may require 10 to 30 working days due to increased technical complexity. Express diagnostics are not available in such cases.

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How long does a repair take?

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Repair times vary depending on the nature, severity, and complexity of the fault identified during diagnostics.

• Standard repairs typically require 5 to 20 working days

• Express repairs, where available, typically require 1 to 5 working days

Exact repair timeframes cannot be confirmed until diagnostics have been completed. You will be contacted once the assessment is finalised.

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What does express processing involve?

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Express processing provides immediate prioritisation of your device upon receipt at our workshop. Diagnostics and, where authorised, repairs are carried out using the shortest available turnaround times.

Based on operational experience, express diagnostics and repair are typically completed within approximately 3 working days, although this is not guaranteed. Express processing fees are included in the final invoice. The device will be returned promptly following receipt of payment.

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Is there a warranty on repairs?

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Yes. In accordance with our Terms and Conditions, repairs and any replacement components are covered by a limited 90-day warranty, commencing from the date the repaired device is dispatched.

Warranty coverage applies only to the original fault repaired and is subject to the exclusions and conditions set out in our Terms and Conditions.

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Can I amend my repair order after submission?

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Yes. Amendments may be requested by contacting us via email.

• If the device has already been shipped, changes may be requested to processing type (standard or express), personal details, billing information, or return address.

• If the device has not yet been dispatched, a new repair order may be submitted instead.

All amendments are subject to operational feasibility.

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What happens if I decide not to proceed with the repair?

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Where a repair is declined or deemed not economically or technically viable, you may choose one of the following options:

1. Free disposal of the device, or

2. Payment of the £42.50 diagnostic fee, which includes return shipping within the UK via Royal Mail.

Returned devices will be reassembled prior to dispatch. Where non-functional components have been removed during diagnostics, these will be returned only if expressly requested at the time the repair is declined. In the absence of such a request, removed components will be disposed of.

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Is a fee payable if the repair cannot be completed?

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Yes. Where diagnostics have been carried out, the diagnostic fee applies unless you elect free disposal of the device.

The same options apply:

1. Free disposal, or

2. Payment of the £42.50 diagnostic fee, inclusive of UK return shipping via Royal Mail.

 

How and when do I make payment?

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Once repair work has been authorised and completed, a final invoice will be issued by email. Payment is currently accepted by bank transfer. Devices are returned promptly upon receipt of cleared payment.

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What if my device is damaged during shipping?

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All incoming packages are video-recorded upon opening, and all outgoing shipments are documented prior to dispatch.

If damage is identified upon receipt, you will be notified immediately. If you receive your device in a damaged condition, you must contact us without delay so that the matter can be assessed in accordance with our Terms and Conditions.

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Can I request specific repairs or provide my own diagnosis?

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You may describe the observed fault when submitting your repair order; however, all devices must undergo our own diagnostic assessment prior to any repair being undertaken.

Requests for specific repairs may be discussed in advance, but all work remains subject to our diagnostic findings and professional assessment.