Terms & Conditions Of Repair
Customer Terms and Conditions
None of the below affects your statutory rights
Once we have arranged for DPD or UPS to collect your unit you are not able to cancel. For local drop off or mail in customers, once a repair has been started, you are not able to cancel.
On some occasions a unit may need further repairs than that quoted at the time of placing the order. If this is the case, we will always discuss this with you prior to repairing extra faults and will notify you of any other payments that arise as a result.
Once we have repaired and tested your unit you will receive an email and/or a phone call notifying you that we are ready to dispatch your unit. If we don't receive contact within 30 days of notification, we shall forward a second notification. If we still cannot get in contact after a further 30 days (60 days after initial notice) we shall dispose of your device either through sale or environmental disposal. If we dispose of your device we will erase all data from it before disposal.
Your unit, once repaired, will under no circumstances, be returned to you unless full payment has been made.
When we receive your unit we shall inspect it to see if the original manufacturer's warranty seal is present and untampered with. We shall also inspect the unit to see if there is any other evidence of tampering with the unit's internal workings. If the original manufacturer's seal is present on your unit, and there is no evidence of an attempt to open the unit, once repaired it will be covered by a 3 month warranty. If the original manufacturer's warranty seal is not present or there is evidence of an attempt to open the unit, a 1 month warranty will be issued on return of your unit. You shall receive notification on the length of your warranty when we return your unit.
The PS3 Yellow Light Of Death (YLOD) repair is exempt from the 3 month warranty. All YLOD repairs will come with a 10 day warranty. We offer this service as a recovery service only, and advise customers to recover their data and trade in their unit once repaired. This is because due to the nature of the fault, it can come back again, quite quickly.
Please note that the original manufacturer's warranty seal will be removed by us to gain access to the unit during repair. If your unit is currently covered by a manufacturer's warranty, this will become void on removal of their warranty seal.
We use tamper proof warranty seals that are uniquely numbered. If any attempt is made to remove our warranty seal your warranty with us immediately becomes void.
The warranty covers your unit for the repairs carried out by us only. If the same fault occurs, it is covered by our warranty. All warranties are Return To Base (RTB) warranties. This means that courier costs associated with returns are to be met by the customer. Courier costs at this time are £15.00. This payment must be made by you prior to us arranging collection of your unit. If the same fault has occurred we shall repair the unit free of charge. We shall repair your unit 2 times under warranty. If your unit fails a third time under warranty, we shall issue a refund of the original repair cost, less the non refundable deposit. Refunds on warranty issues will only be made after inspection by us.
If you make a warranty claim and there are signs of misuse or accidental damage, including broken screens or water damage - the warranty becomes void and a repair will be chargeable if requested.
If on return of your unit to us under warranty, your unit cannot be repaired, your original repair cost shall be refunded - less any courier fees for collection or delivery.
If we collect a unit from you under warranty at our cost using our courier and there is no fault found or that a fault has been caused due to user error, the courier fees will be payable by the customer.
This does not affect your statutory rights
If we cannot fix your unit we will refund you the repair cost and return the unit to you Free of Charge,
If your unit is under our warranty then refunds shall only be issued if your unit is unrepairable, or, fails 3 times while under warranty.
This does not affect your statutory rights
On receiving your unit we shall inspect it to confirm the fault it has been booked in for. If the fault is different, we shall contact you to discuss any change in price. If at this point you decide not to go ahead then we will return your unit for the cost of the courier @ £15.00.
We will, after confirmation, proceed to repair the fault and extract any game that is stuck inside the unit. Once the fault is repaired, the unit will then be passed on to our testing bench where all units are tested for a minimum of 4 hours. Once your unit has successfully completed the testing phase we shall be in contact to arrange the units return. If your unit is deemed un-repairable, either at the time of repair, or if it fails testing, the unit shall be returned to you in its original state.
Our repairs will not affect other areas of a unit. If another fault has occurred you will be notified of any extra charges required to fix.
Repair time is usually between 3-5 working days. This can be extended at times during unusually high workload or availability of spare parts. An express service option is available for a fee.
If We Can't Repair Your Item
In the very unlikely event we are unable to repair your unit we shall refund all money paid and return your item to you.
Courier (DPD or UPS) -
If your unit has a game stuck inside it when it is sent to us, you must state this on the packing sheet. We shall not replace any game that we have not been notified as being stuck in the unit. If you have the original case for said game, please include this with your unit.
When packing your unit, please pack the unit and hard drives only. No wires or game pads to be included unless requested by us for fault finding reasons.
The packing of your unit for delivery to us is your responsibility. Please make sure that units are packed sufficiently. We recommend wrapping your unit in bubble wrap, or a towel or other soft material. Place the unit in a box (original boxes are best) and pack out the box so the unit does not move around inside the box. Couriers will not cover the costs of damage to units during delivery to us. We stress the importance of packing your unit properly as any additional costs as a result of damage in transit to us will be passed on to you. We video the opening of all packages and the video of the opening of your package is available on request.
All of our deliveries are insured for loss and damage up to £250.
All orders are delivered on a next working day delivery service.
Units shall be delivered to your agreed delivery address, provided to us at the time of your order. If this address changes we must be notified by 12.00 noon on the day of the delivery.
If there is no one at the delivery address when the DPD driver attempts to deliver your unit, a card will be posted with instructions on how you can get your unit. You can either arrange re-delivery or pick it up yourself from your local DPD depot.
If there is no one in to give your unit to the DPD driver on the day of your arranged collection, a £15.00 charge will be made for rearrangement of your collection.
If your unit is damaged on arrival we shall instruct DPD to pick your unit up free of charge and return it to us for repair. Damages must be reported to us within 24 hours of receipt in order to submit a claim with DPD
If your unit is un-repairable after being damaged in transit, we shall arrange a replacement unit for you at no cost to yourself.
If your unit is lost in transit we will put a claim in with DPD and aim to provide you with a replacement unit at the earliest time possible.
In order to make a claim with DPD you must have proof of purchase of your unit. This can be your receipt or other proof of purchase that shows what the item is, date purchased and the amount paid.
Claims with DPD can take up to 8 weeks to investigate. We aim to provide you with your unit, or a replacement unit at the earliest time possible.
If the box in which you have sent your unit to us is damaged or we deem it unsuitable for return delivery, we shall replace the box and packaging up to a good standard at no cost to you. Your damaged box will be destroyed.
Data and Records we will keep -
Calls made to or by us may be recorded for training and monitoring purposes. We reserve the right to refer to recordings when it is deemed necessary.
Your name address and contact details will be held by us for administration reasons. We will not pass your details on to 3rd parties excluding DPD for delivery, collection and claim purposes only.
We will record your unit details for security reasons. We shall record your serial number and model type, and the work we have carried out on the unit. We also assign your unit a warranty number and this also is kept on our computer systems.