Repair Policy

About these repair terms

These Repair Policy and Terms apply when a consumer asks Phone World Ltd to inspect, diagnose or repair a phone, tablet, laptop, computer, smartwatch, games console or other device. They apply to in-store work and, where relevant, online, telephone and postal repair bookings.

They should be read with the repair booking, quote, job record and receipt, which identify the device, requested work, price, part type, estimated timing and any additional commercial warranty. Our Privacy Policy explains how customer and repair information is handled. If a specific written repair term conflicts with a general website term, the specific repair term applies to the repair service.

Nothing in these terms excludes or restricts rights that cannot lawfully be excluded, including the right to have a service performed with reasonable care and skill under the Consumer Rights Act 2015.

Who provides the service

Company: Phone World Ltd

Company number: 11823435

Registered office: Phone World, 1B West Street, Dunstable, England, LU6 1SL

Telephone: 01582 671721

Website: https://phoneworld.co

Your authority over the device

By submitting a device, you confirm that you own it or have the owner's authority to arrange the work, and that the device is not lost, stolen or unlawfully obtained. You must tell us about any ownership, finance, insurance, workplace-management or account restriction that could affect the repair or return of the device.

We may request reasonable proof of identity, ownership or authority and may decline, pause or report a job where there is a genuine legal, safety, fraud or security concern.

Booking, inspection and contract formation

A booking request or website estimate is not always a final diagnosis or accepted contract. We may need to inspect or test the device before confirming the fault, repair method, part availability, price and timing. A repair contract is formed when Phone World accepts the job on the agreed terms or begins authorised work, whichever occurs first.

The job record should describe the device and visible condition at handover. Please check it and tell us immediately if anything material is missing or incorrect. Accessories, SIM cards, cases, memory cards, chargers and other items should be removed unless we specifically ask for them and record them on the job.

Diagnostics and estimates

A diagnostic or inspection fee applies only where it is stated before you agree. Any 'no fix, no fee' promise applies only where it is expressly confirmed for that job and may exclude agreed diagnostics, data recovery, liquid-damage work, special-order parts, collection or return costs.

An estimate is based on the information and condition reasonably available at the time. Disassembly or testing can reveal hidden damage, corrosion, previous repairs, missing parts, board faults, software issues or linked failures. If the required work or price materially changes, we will pause and seek approval before carrying out additional chargeable work, unless urgent action is reasonably needed to make the device safe and the law permits it.

Your right to cancel

For an in-store contract, there is no automatic legal right to cancel merely because you change your mind, although Phone World may agree to cancel before work or non-returnable parts are committed.

For a qualifying repair contract made online, by telephone or away from business premises, you normally have 14 days from contract formation to cancel. If you ask us to begin during that period, we may require an express early-start request. If you then cancel before completion, you may have to pay a proportionate amount for work already supplied. If the service is fully performed within the cancellation period after your express request and acknowledgement, the legal cancellation right may be lost.

Cancellation does not remove liability for an agreed diagnostic, opened special-order part, completed work, collection or other cost where the law permits the charge and it was made clear before the contract.

Back up and protect your data

Back up all important data before handing over a device wherever reasonably possible. A repair, diagnostic, software restore, storage replacement, board failure or manufacturer process can erase, corrupt or make data inaccessible. Remove SIM and memory cards and sign out of sensitive applications where practical unless they are needed for the agreed test.

Phone World will use reasonable care and skill when handling the device and will not exclude responsibility for data loss caused by our failure to do so. However, we are not responsible for data that was already lost, corrupted, inaccessible or at risk because of the original fault, hidden damage, malware, failed storage, encryption, account lock, manufacturer process or an event outside our reasonable control.

An ordinary repair does not include data backup or data recovery unless agreed in writing. Data-recovery work does not guarantee that any particular file, account or amount of data can be recovered.

Device access, passwords and privacy

Some repairs require a screen-lock code or test account so we can confirm the reported fault and complete pre- and post-repair checks. We will ask only where reasonably necessary, restrict access to the agreed purpose and remove the access detail from the active repair record when it is no longer needed.

Do not provide an online-banking password, card PIN, one-time passcode or unrelated cloud-account password. If activation lock, device management or an account setting prevents repair, we may ask you to remove it yourself or complete the manufacturer's process. Our Privacy Policy gives more information about repair records and information that may be incidentally visible on a device.

Parts and repair options

The quote or job record should identify the part option offered where relevant. Descriptions such as manufacturer-supplied, genuine, service-pack, original-equipment-equivalent, refurbished or compatible third-party part will be used only where Phone World can support the description. Availability varies by model, supplier and repair route.

A manufacturer-authorised repair, genuine-parts option or manufacturer warranty applies only where specifically confirmed for the job. Phone World will not imply general manufacturer authorisation from the use of a brand name. Where a repair could affect an existing manufacturer warranty, paired-component feature, warning message, calibration, biometric feature or trade-in value, this should be explained before approval where reasonably known.

Repair risks and pre-existing faults

We will use reasonable care and skill, but some devices arrive with severe impact damage, bent frames, swollen batteries, liquid ingress, corrosion, previous unauthorised work, brittle parts or hidden board damage. Necessary disassembly may expose a pre-existing weakness or cause a failing component to stop working even when reasonable care is used.

Where a material heightened risk is reasonably identifiable, we should explain it and obtain approval before continuing. If a device presents a battery, electrical, chemical, fire or other safety risk, we may stop work, isolate it, refuse carriage or follow an appropriate safety and disposal process. We will not dispose of the customer's device without authority or a lawful uncollected-goods process.

Water resistance and liquid damage

Opening a device, existing damage or replacement of seals can affect water or dust resistance. Unless the job includes an expressly stated manufacturer-approved sealing and test process, Phone World does not promise that the original resistance rating will remain after repair. Keep the device away from liquid after repair unless a written test result says otherwise.

Liquid-damaged devices are unpredictable. Cleaning or repair may be temporary, corrosion can continue and other faults can appear later. Any limited warranty for liquid-damage work must be expressly stated on the job record; unrelated or recurring corrosion damage is not automatically covered by a repair warranty.

Timescales and parts availability

Completion dates are estimates unless Phone World expressly guarantees a date. Timing can change because of diagnosis, part availability, supplier delay, specialist work, manufacturer processing, testing, courier disruption or approval of additional work. We will take reasonable steps to keep you informed of a material delay and provide any cancellation or refund right required by law.

Same-day service is available only for eligible repairs where the device, fault, part availability, workload and testing requirements allow it. It is not a guarantee for every job.

Postal and collection repairs

Follow the packaging, battery and courier instructions supplied for a postal or collection repair. Back up data, switch the device off where safe, remove loose accessories and use protective packaging. Do not send a swollen, punctured, overheating or otherwise unsafe battery through an ordinary postal service.

Where Phone World provides and arranges the offered carrier service, responsibility for that service will be set out in the booking and mandatory consumer protections continue to apply. If you independently choose a carrier that Phone World did not offer, you are responsible for the device until it is received by us. Report visible transit damage promptly and retain the packaging.

Testing and completion

We may carry out reasonable pre- and post-repair tests of functions related to the reported fault and work performed. Testing does not certify every feature or guarantee that an unrelated hidden fault does not exist. Please inspect and, where possible, test the device promptly on collection or return and tell us about a concern as soon as reasonably possible.

Price, payment and collection

The agreed price, deposit and payment timing will be shown in the quote or job record. Unless another arrangement is confirmed, payment is due when the repair is complete and before the device is released. We may retain possession of the device while an undisputed lawful charge for the repair remains unpaid, subject to consumer law.

Bring the repair receipt, collection reference or suitable identification. We may carry out reasonable verification before releasing a device, especially where another person collects it. Tell us in advance and provide authority if you want somebody else to collect.

Commercial repair warranty

Where Phone World provides an additional commercial repair warranty, its exact duration and any job-specific conditions will be stated on the quote, job record or receipt. That warranty is in addition to, and does not replace, statutory consumer rights.

Unless the written warranty says otherwise, it applies to the replacement part and workmanship for the repair described. It does not automatically cover an unrelated fault, new impact or liquid damage, misuse, theft, loss, malware, account or network problems, unauthorised later work, normal wear, consumable deterioration or a pre-existing issue that was not part of the agreed repair.

To make a claim, contact Phone World with the receipt or job reference and return the device for inspection. We may first need to verify the cause. A valid commercial-warranty remedy may involve re-performance, repair or replacement of the affected part. We will not charge for a remedy that must be provided free under statutory consumer law.

Your statutory service rights

Phone World must perform the repair with reasonable care and skill and comply with information about the service that the law treats as binding. If the service does not conform, the Consumer Rights Act 2015 may give you the right to repeat performance within a reasonable time and without significant inconvenience, or an appropriate price reduction where repeat performance is impossible or not provided as required.

Any goods supplied as part of the repair must also meet applicable requirements, including satisfactory quality, fitness for purpose and description. The appropriate remedy depends on the facts and timing. No commercial warranty or exclusion in these terms limits those rights.

Replaced parts

Replaced parts may need to be returned to a supplier or manufacturer under an exchange, warranty or authorised-repair programme, or may need safe disposal. If you want an old part returned, ask before authorising the repair. We will return it where reasonably possible and lawful, but cannot do so where an exchange condition, safety rule, evidence requirement or legal restriction applies. Parts not returned may be reused, recycled or disposed of responsibly.

Uncollected devices

Please collect the device promptly after we notify you that it is ready or that no further work will be carried out. Keep contact details current and respond to collection reminders. Any storage charge will apply only if it was made clear in advance, is reasonable and is lawfully due.

A device does not automatically become Phone World's property merely because it is uncollected. If reasonable contact attempts fail, Phone World may use the notice and sale procedure available for uncollected goods under the Torts (Interference with Goods) Act 1977 or another lawful process. This can include written notice specifying the goods, amount due, collection arrangements and intention to sell. Lawful costs and sums due may be deducted from sale proceeds, with any balance handled as required by law.

Our responsibility

Nothing excludes or limits liability where it would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, damage caused by failure to use reasonable care and skill, or breach of statutory consumer rights.

Phone World is responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We are not responsible for a pre-existing fault, hidden damage, loss that was not foreseeable, or an unrelated failure that we did not cause. Consumers are not liable for business losses, and these consumer terms are not intended for devices submitted wholly or mainly for business purposes.

Complaints

If you are unhappy with a repair, contact the store or use the Contact Us page with the job reference, device details and a clear description of the issue. Give us a reasonable opportunity to inspect the device and provide an appropriate remedy. We will aim to handle the complaint fairly and explain the outcome.

If a complaint cannot be resolved internally, we will provide information about any alternative dispute-resolution body that we are legally required to identify. This does not prevent you from using the courts or exercising statutory rights.

Business customers

If a device is submitted wholly or mainly for business purposes, separate business repair terms may apply. Ask Phone World for those terms before approving work. Consumer-only cancellation and remedy provisions may not apply to a business contract.

Governing law and contact

These consumer repair terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you retain any mandatory protection and court rights available in your home nation. For repair help, use the Contact Us page, call 01582 671721 or write to Phone World Ltd at Phone World, 1B West Street, Dunstable, England, LU6 1SL.