Delivery To Us
All orders include a free 48hr drop off label, which will allow you to drop your device off to any 11,000+ Post Offices in the UK (insured up to £1000, with options to increase this when booking).
After booking with us, you will receive an insured drop off label emailed to you within a couple of hours (Monday-Friday, 9am-5pm). You can then package your device up and drop this off at a local Post Office.
For the delivery to us, there is a weight limit of 15KG and parcel size limit of 59cm x 59cm x 59cm; when sending one device it will be well under this limit, and we recommend packing it as well as possible within these limits. If your parcel has exceeded these limits, the Post Office may not accept the item and if they do, you will be forwarded any costs we incur from our courier since it has exceeded the size and/or weight limit. It is important you use plain packaging; do not send it in anything which makes it obvious the parcel contains a MacBook, otherwise this will make it an unnecessary target and void the transit insurance for the parcel.
For packaging, we recommend a small box and bubblewrap, with enough clearance between the MacBook and outer box to prevent damage (1-2 inches minimum, to allow enough space for potential shock absorption). If the device suffers damage with the courier, and the outer packaging is barely big enough, or there is not a sufficient amount of internal packaging/spacing between the device and the outer box, we may not be able to make a claim.
If you need a box and bubblewrap, contact us and we can send out what we use at a charge of £8, otherwise, we suggest buying some at a local newsagent/Post Office or recycling packaging from online purchases. Please do not send items with personal belongings you don't want to receive back.
Labels expire within 7 days of receipt; please do not try to send a device after this time period otherwise it will not be accepted or could cause issues. Instead, please disregard the label and contact us for a new label when ready to send.
Options are available whilst booking to increase the insured amount on delivery to us. It is recommended you select the required insurance amount whilst booking the order, but all devices are insured up to £1000 free of charge. We cannot be held responsible if the item is not fully insured for its full amount, and this is your responsibility as the sender/receiver of the package. The charge to increase insurance is non-refundable, even if the device is not fixed.
If you choose not to send an item to us, simply contact us to cancel the order and dispose of any label you may have been sent.
Delivery To You
All orders include free 1 working day return delivery (insured up to £1000) to mainland UK. We can ship to the Scottish Highlands, Northern Ireland, Channel Islands, Republic of Ireland and BFPO addresses (or BF postcodes), but this does cost extra and there is an option to do this in our shipping section during checkout of your repair service. Payment for shipping to the above locations is non-refundable, even if the device is not fixed, since it is more expensive for us to ship devices to the above locations.
On dispatch from us, you will be sent a shipping confirmation email and the item will usually be collected the same day (Mon-Fri, unless it is a public holiday). The courier delivers the day after the item has been collected, but does not deliver on Saturdays, Sundays or public holidays.
Options are available whilst booking to increase the insured amount on return delivery. It is recommended you select the required insurance amount whilst booking the order, but all devices are shipped back insured up to £1000 free of charge. We cannot be held responsible if the item is not fully insured for its full amount, and this is your responsibility as the sender/receiver of the package. The charge to increase insurance is non-refundable, even if the device is not fixed.
In the rare event a delivered item has suffered damaged in transit, it is your responsibility to report the damage to us within 24hrs, and keep all packaging it arrived in. If it is not reported to us within this time period, we cannot make a claim with the courier due to their time limitations. We package each device in large bubblewrap and place it in a cardboard box with adequate spacing, to ensure items arrive with you safely.
If an item has been lost in transit, we will need a copy of the original receipt for the item in order to make a claim.
Payment for booking a device for repair can be made online via Paypal, credit or debit card, if booking for a paid repair. We will send across an invoice with bank details for any devices which need repairs which have been agreed after assessment.
If a device is booked in for a free assessment (diagnostic/liquid recovery service), and you choose not to proceed with the repairs, there is no charge for returning this to you, not even for the postage both ways.
Pricing on website subject to change. All prices include VAT, an insured drop off label to get the device to us and insured return delivery, unless otherwise stated.
Fixed Repair Process
If booking for a fixed repair (keyboard, screen, etc), we aim to repair and dispatch the majority of devices within 1-5 working days, depending on our workload. For each repair on this website, the description will state the turnaround time, and can vary depending on the repair. A working day is any day between Monday-Friday (excluding holidays); days where we repair devices and are able to have parcels collected by a courier.
If there are any unforeseen delays, you will be kept up to date via email. We will always try our best to complete repairs ASAP, we understand you will need your device as quickly as possible.
If your device needs additional work or parts, you will be contacted and given a quote. The turnaround for these repairs vary depending on the parts needed to be ordered in (if applicable). You will always be informed of the estimated shipping time, and will be kept up to date if there are any further delays.
For whatever reason, if you want a device returned to you that has been sent to us for a fixed repair, we will refund you minus a charge of £35 to cover our costs.
Diagnostic/Liquid Recovery Service
The Diagnostic/Liquid Recovery service includes free shipping both ways. If the device can be repaired through minimal work (for example, a loose connection) we will send an invoice across for our costs (£34.99) and return this to you. If the device requires additional work to repair it, you will be contacted within 1-5 working days. On the rare occasion that the service will take longer than this, we will contact you to keep you up to date and explain why.
The Diagnostic/Liquid Recovery service is not a guaranteed fix; if the device cannot be fixed, there is no charge at all, not even for the postage we provide both ways.
Please note, due to the nature of liquid damaged devices, it is possible for the liquid damage to cause further issues when the device is used and still has power running through it, or even when sent in to us for diagnosis. We cannot be held responsible if the device develops further issues in our possession, which have been caused by the liquid damage. Over time, the liquid can gradually corrode parts and cause intermittent or permanent issues.
If your device cannot be repaired at a reasonable cost, we may offer to purchase the device from you at a price decided at the time. It is your choice whether to agree to this, we offer this at your benefit. We have the right to refuse purchase of any device if we deem it too damaged. We may also offer data recovery as an option if possible.
We will not work on devices we believe to be damaged by bodily fluids (blood, urine, vomit, etc), since this is unpleasant and we do not want to put our employees through this. If we receive a device which we suspect has substantial bodily fluid damage, we have the right to refuse to carry out repairs, and return the device to you at a charge of £34.99 to cover our costs.
Additional work constitutes any extra work required on a device in for repair. Be this a device booked in for a standard repair, or diagnostic/liquid recovery service.
We will contact you within the usual turnaround time for the service booked, to inform you of any additional work required. It is your decision whether to proceed with this work, and if you do not want the work carried out, the device will be returned to you at no charge.
Once we receive payment for additional work, your device will be passed back to a technician to commence work. If any parts need to be ordered to complete the work, you will be informed once you are given a quote for the additional work.
Additional work usually takes an extra 2-3 working days, but we will inform you at the time of emailing if it may take longer (for example, if the part is difficult to get hold of, or we need to test your device for longer).
For certain repairs, we offer an express/priority service where we can put your device ahead of the queue and get it repaired quicker than usual. We state the specific turnaround time for this on the repair page.
In this faster service, we will ship it within the stated time. If for whatever reason it is not shipped in the specified timescale, we will refund the express priority premium you have paid.
Please note, if there is a delay caused by the courier itself, we cannot offer reimbursement of the express/priority service charge. We are not in control of the courier company, and cannot be held responsible for any delays caused by them.
All successfully completed repairs (unless stated otherwise via direct contact with a customer) come with a 12 month (365 day) guarantee. In the rare event a part we have fitted has failed, we will replace it free of charge as long as it falls within the warranty period.
We cannot warranty a device if it has suffered any physical or liquid damage, which has occurred after the initial repair.
We cannot warranty the whole device, and can warranty only the parts we have used to repair the issue. We cannot be held liable for other issues unrelated to the repair. For example, if we replace the keyboard, we cannot be held responsible if the device develops a battery fault in the warranty period.
It is the customer's responsibility to contact us regarding any issues under the warranty period, and we will send out a label so you can get this returned to us.
Please note; our 12 month warranty is valid on devices booked in on or after 28/10/2018, the date where this took effect. Orders booked prior to this will have our 6 month warranty, which was previously in effect.
If you wish to cancel a paid order, you can do so as long as the device has not already been shipped to us. You can request a cancellation by contacting us by email, phone or live chat, and quoting your order number.
If you wish to cancel a free order placed on our website (diagnostic or liquid damage assessment), simply contact us and we will close the order.
Refunds are usually processed the same day, but can take up to 3 working days. Once processed, if you initially paid via Paypal, you will receive the funds immediately. If you paid via credit/debit card it can take between 5-10 working days to receive funds, since it will have to be processed by your bank adding to the time.
If you have already shipped the device to us, we can still refund your order, but this will be minus a £34.99 charge to cover shipping of the device back to you.
If we have not received payment or received instruction within 90 days from when we originally received your device, we have the right to dispose/recycle/resell your device to recoup our costs and free up space for other devices. The same applies if we have emailed to inform you your device cannot be fixed and are awaiting your response; we cannot hold onto devices longer than this time period due to limited storage space for incoming devices.
It is our responsibility to send at least one "chase-up" email, after our initial email; but beyond this, if we have not heard from you within 90 days of the date we received your device, we will take the above action.
If you require more time (within reason) to make payment or a decision regarding your device, it is your responsibility to communicate with us and meet the deadline you set.
You are welcome to provide the password for your device when booking in the repair; however this is not necessary for Macs, since we use an external SSD to test the device if required. We only require the password for your Mac if the issue is related to the hard drive/SSD. If you are sending an iPhone/iPad for our data recovery service, we require the password in order to retrieve the data; there is no other way to access the data.
Although we do not delete/erase data, it is always recommended you back up your data if possible. We cannot be held liable for any data loss and it is your responsibility to ensure any data you want is backed up before mailing the device to us.