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Return and Refund Policy

Last updated: 1 November 2026

This policy explains how cancellations, returns and refunds work for our repair services and replacement units. It does not affect your statutory rights as a consumer.

1. Repair services

Cancelling before you post your unit
You can cancel at any time before you post your unit to us. We will refund you, less the card processing fee charged by our payment provider. This fee is not refundable to us, and we will show the amount on your refund.

If we do not receive your unit
If your unit has not reached us within 30 days of your order, we will contact you. If we do not hear back within 7 days, we will cancel your order and refund you, less the card processing fee charged by our payment provider. This fee is not refundable to us, and we will show the amount on your refund.

Cancelling after you post your unit
If you change your mind after posting your unit but before we start the repair, we will refund the repair price. We will send your unit back to you using the shipping you paid at checkout. Once we have started the repair, it can no longer be cancelled.

If we cannot repair your unit
We will refund the repair price. The shipping you paid at checkout is used to send your unit back to you, so it is not refunded. If you do not want your unit back, you can leave it with us for parts and we will refund you in full, including shipping.

Appointments
Drop off and collect, and removal and fitting, are by appointment. You can change your booking once, or cancel it, online up to 48 hours before your appointment, using the link in your confirmation email, and any deposit you paid is refunded in full. Within 48 hours, bookings cannot be changed or cancelled, and the deposit is not refunded.

If we cancel
If we have to cancel your order or appointment, we will refund you in full, including the card processing fee. For appointments, we may instead ask you to choose a new date. You can then pick a new date, or cancel for a full refund.

Free diagnosis
The diagnosis itself is free. If you cancel before posting your unit to us, we will refund the return postage in full. After that, the return postage you paid at checkout is used to send your unit back to you, so it is not refunded. If you do not want your unit back, you can leave it with us for parts and we will refund the return postage.

Repair warranty
Our repairs come with a 12‑month warranty. If your unit had been opened, repaired or taken apart by someone else before you sent it to us, the warranty is 6 months. We set up your warranty for you, and it starts on the day we send your unit back to you. The warranty covers the same fault we repaired. If that fault comes back during the warranty period, we will repair it free of charge. You pay to send the unit to us, and we pay to send it back to you. To make a claim, check your warranty on our Warranty page and press “Start a warranty claim”. This also applies to repairs bought from us on eBay. For units we sent back before 26 October 2026, the warranty runs from the day the order was completed, or the day it was bought on eBay. Orders that were refunded or cancelled have no warranty. A warranty claim does not extend your warranty.

If we find a different fault, we will contact you with a price before doing any work. If you decide not to go ahead, or we find no fault, we will send your unit back once you have paid the return postage.

The warranty does not cover:

  • a different fault from the one we repaired
  • faults caused by improper use or fitting
  • units where our warranty seals have been tampered with

2. Replacement units

Our replacement units are refurbished and come with a 6‑month warranty. We set up your warranty for you, and it starts on the day we send your unit back to you. This also applies to replacement units bought from us on eBay.

Changing your mind
You can cancel within 14 days of receiving your unit, without giving a reason. Tell us by email or through our Contact Us page, then send the unit back within 14 days of telling us. You pay the cost of returning it. We recommend a tracked and insured service, as the unit is your responsibility until it reaches us. The unit must come back in the same condition we sent it, with our warranty seals intact.

Faulty units
If your unit develops a fault within its 6‑month warranty, check your warranty on our Warranty page, press “Start a warranty claim” and we will repair or replace it. If we cannot, we will refund you. The warranty is void if our warranty seals have been tampered with.

3. Refunds

We refund within 3 to 5 working days, using the same payment method you paid with: card payments back to your card, cash payments in cash, and bank transfers back to your bank account. Your bank may take a few extra days to show a card refund.

4. Customers outside the UK

We do not refund import duties, taxes or customs charges, as these are set by customs and not by us. You may be able to claim them back from your customs authority.

5. Contact us