All orders include our Free Post Returns Service and Return Delivery by One of our many trusted couriers. At Checkout you will have the option to post your device via your own courier or use our Next Day Free Returns Address. Please contact us immediately (within 48 hours) if you have received your item damaged by the courier. Once your device is repaired it will be posted out the same day via One of our trusted couriers.
Our UK couriers state that they aim to deliver the next working day. However, in certain circumstances a delay may be caused. In the very rare occasion, the device is lost in the post, we will need a copy of the receipt with tracking information (barcode) and the original receipt of the purchased item to make a claim. Please note this may take up to 28 days to be processed before any further action can be taken, the courier investigation will need to be completed before a refund or replacement can be issued.
When purchasing a product from Mobile Fix Limited the courier used is selected by the company and can not be changed by request. Because it is a signed for service, we are unable to leave with a neighbour or in a ‘safe’ place. Once your order has been dispatched, we are unable to change the address. Please note due to security checks carried out on your order at checkout, addresses cannot be changed. If you leave notes at checkout asking for specific requests or dates, we can not guarantee this request will be fulfilled. However, we do aim for items to be dispatched within 7 working days, unless any errors occur, which you will be informed about.
If you receive your package back and there’s damage to your item please contact our customer support team within 48 hours on [email protected]. Please make sure you do not throw away any of the packaging as we will need this sent back with the item so we can proceed with the claim, if we do not have this we will not be able to proceed with the claim and repair the device. Please note, claims may take 28 days to complete.
Please take your packaged device to your local Collect+ drop off point. Please make sure you get a receipt with a barcode on from the Collect+ Shop so you can track your parcel. Failure to get a bar code will mean your parcel can not be tracked. If you are returning a device, you can use the same postage label provided in the original confirmation email sent out.
International Customers (Outside UK)
For customers outside the UK, you will be required to arrange your own courier to get the device to us and pay an additional fee to get the device sent back to you using a secured international postal service, prices will vary depending on the destination. ur free postage label does not apply to international customers (Outside of the UK) if required to return your item, you shall need to arrange your own courier to return the item to us. The courier charge will not be reimbursed.
Payment can be made by Credit Card, Debit Card or Paypal. All payment has to be made prior to any repair.
Prices are subject to change. Promotional items state the price and duration and such prices only apply at the time of the promotion. All prices are inclusive of VAT and delivery charges except otherwise stated.
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.
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 99.3% of all repairs get done on the same day, sometimes we encounter further issues that slow the repair down.
Please ensure your data is wiped or backed up via your operating system before sending your device to us. Our repairs are carried out in a professional manner but we can not guarantee the data will be on the mobile device when it is returned to you. We do not offer a data recovery service. Pin Locks and passwords must be removed before you send your device to us. We advise that all sim cards, memory cards and accessories are taken off the device before sending to us for repair, as we will not be liable for the loss. We may need to update your iOS to ensure the repair is carried out correctly.
If you wish to cancel your repair, you must do this before you send the device, and your order will be fully refundable. Once we have received the device and depending on the repairs that need to be carried out, we may not be able to cancel, however, if we can, an additional postage charge shall be deducted from your repair cost.
As office hours are restricted during the weekend our service will be slower than usual and we may take longer to respond to emails and messages.
Email & Messaging
We aim to answer all emails and messages within 24 hours. This may be slightly longer if you email or message us during a Sunday or Bank Holiday. Please note, that messages left using our Onine Chat messaging may result in a longer response time compared to emailing us directly on [email protected]
The diagnostic is the process throughout the duration of the time your device is in our possession as this is an ongoing operation.
If you wish to make a complaint, please email [email protected] or use our online chat during working hours. Alternatively, please fill out the contact form; We will investigate the matter and respond to you.