In-Store Workshop Repairs
All devices in the care of Stephens Repair LTD (trading as iRepair) are insured against fire and theft only. This insurance covers the physical device and does not cover data.
For insurance and security reasons, all devices must be fully booked into our in-store job system. iRepair accepts no responsibility for devices left without being processed through the system.
Customers must check their receipt or confirmation email at the time of booking and ensure all contact details are correct. iRepair cannot be held responsible for delays or issues caused by incorrect customer-supplied information.
A valid claim ticket must be presented when collecting a device. Photo ID may also be required.
If a device is to be collected by a third party, iRepair must be notified in advance via email or text message from the contact details recorded on the job system. The collector must present valid photo ID and the claim ticket.
Devices must be collected within 14 days of notification that the device is ready for collection and/or a quotation has been issued.
After 14 days, a storage charge of £1 per day may apply.
If a device remains uncollected 90 days after the last contact, and no alternative arrangement has been agreed, iRepair reserves the right to dispose of or sell the device to recover outstanding costs.
Any data remaining on the device will be securely erased using in-house data destruction methods or a licensed third-party service.
This includes situations where customers fail to respond to quotations or correspondence.
A minimum diagnostic fee of £35 applies. This covers initial diagnostics and any work carried out during the diagnostic process.
If additional repairs are required, the customer will be informed before further work is undertaken.
If a quotation is approved, the diagnostic fee is deducted from the total repair cost.
If a quotation is declined, the diagnostic fee remains payable.
iRepair does not offer a No Fix, No Fee service.
If a repair is cancelled after work has commenced, the customer will be liable for:
The full cost of any parts ordered specifically for the repair
Labour charges for work completed up to the point of cancellation
Labour charges will be calculated fairly and will not exceed the quoted repair cost.
Devices will not be released until all outstanding charges have been paid in full.
All repair and diagnostic times provided are estimates only.
Typical times:
Computers: 3–10 business days
Mobile devices: 1–3 business days
Delays may occur due to parts availability, overseas sourcing, or customs clearance. iRepair will make reasonable efforts to notify customers of any significant delays.
All services will be completed within a reasonable time, in accordance with the Consumer Rights Act 2015.
Certain faults cannot be identified until a device has been dismantled. Additional issues may be discovered during the repair process, particularly where prior damage exists.
If further faults are identified that affect the cost or viability of the repair, the customer will be informed before work continues.
iRepair cannot be held responsible for faults caused by pre-existing damage or issues that only become apparent during dismantling or repair.
Examples include (but are not limited to):
Fingerprint sensor failure
Internal cable damage
Screen or internal display failure
Bent chassis or casing damage
Camera failure
Button failure (home, power, volume)
Any additional costs will be discussed and approved before proceeding.
For Apple devices, iRepair primarily uses third-party replacement parts, which are not endorsed by Apple.
Repairs carried out by iRepair may affect or void manufacturer warranties. It is the customer’s responsibility to consider this before authorising repairs.
Repairs may require breaking a device’s waterproof or water-resistant seal. iRepair cannot guarantee water resistance after repair.
Customers requiring guaranteed water resistance should seek repair directly from the manufacturer.
Devices found to have internal liquid damage are subject to corrosion and unpredictable failure.
Where liquid damage is identified:
The customer will be informed immediately
Repairs will only continue with customer approval
Due to the nature of liquid damage, no warranty is offered on liquid-damaged devices beyond statutory rights.
Customers are responsible for backing up all data before repair. iRepair strongly recommends creating a full backup prior to authorising any work.
iRepair is not responsible for data loss unless caused by a failure to exercise reasonable care and skill.
A data backup service is available at additional cost and must be requested before work begins.
Some repairs may require data access or movement. While reasonable care is taken, iRepair cannot guarantee data preservation.
If data is lost and no backup exists, data recovery services may be offered at the customer’s expense.
iRepair will carry out all services with reasonable care and skill as required by the Consumer Rights Act 2015.
iRepair is not liable for:
Data loss not caused by negligence
Indirect or consequential losses (including loss of business or profit)
Issues arising from failure to follow reasonable advice or instructions
Losses caused by inadequate antivirus or security software
Losses that are not reasonably foreseeable
Nothing in these Terms & Conditions affects your statutory rights under the Consumer Rights Act 2015.
Stephens Repair LTD (trading as iRepair)
All repairs are covered by a 90-day limited warranty, unless stated otherwise in writing at the time of repair.
The warranty begins on the date the repair is completed and covers defects in parts and workmanship directly related to the repair performed.
The following are not covered under warranty:
Any repair involving water or liquid damage
Physical or liquid damage occurring after repair, including:
Cracked or broken screens
Drop or impact damage
Bent or twisted frames
Liquid exposure
Burn or heat damage
Tampering, misuse, or unauthorised repairs
Faults unrelated to the original repair
Software issues, data loss, or viruses (unless agreed in writing)
Any of the above will immediately void the warranty.
To make a warranty claim:
The device must be returned to iRepair for inspection
Proof of the original repair (receipt or invoice) must be provided
If the fault is covered, the device will be repaired or the relevant part replaced at our discretion and at no additional cost.
No refunds are issued for warranty repairs.
All repair services are non-refundable
Installed parts are non-returnable once fitted
Diagnostic and inspection fees are non-refundable
Customers are responsible for:
Backing up all data before repair
Removing SIM cards, memory cards, and accessories
Collecting repaired devices within the agreed timeframe
Our liability is strictly limited to the cost of the repair carried out. We are not liable for indirect, incidental, or consequential loss or damage.
Under the Consumer Rights Act 2015, customers have the right to a full refund within 30 days if goods are faulty, not as described, or not fit for purpose.
After 30 days, iRepair may offer a repair or replacement in accordance with the Act.
Non-faulty returns may be accepted at iRepair’s discretion if:
Requested within 14 days of purchase
Items are unused, unopened, undamaged, and in original packaging
A 20% restocking fee may apply.
Excluded from non-faulty returns:
DVDs
Software
Consumables (e.g. ink cartridges)
Made-to-order or personalised items
Receipt or valid proof of purchase
The original payment card (not required for cash purchases)
The item being returned
Disclaimer:
This policy does not affect your statutory rights under UK consumer law.