Terms and Conditions
All repairs (except software related / battery / water damage devices) come with a standard 3-month warranty. However, the following is not covered:
- Accidental damage
- The device is opened and worked upon after our repair.
- Different faults in the same device.
Please note a few faults are not covered by warranty as manufacturing defects, these include: Fingerprint fault, WIFI faults caused by software updates, date and time faults caused by iOS updates.
Return postage is covered under the warranty but the amount must be agreed before dispatch.
All orders include free Royal Mail First Class return postage. At checkout you have the option to upgrade your return postage to Royal Mail Special Delivery. Please contact us within 48 hours if the items sent back to you have been damaged by the courier.
Our UK couriers state that they aim to deliver the next working day. However, in exceptional circumstances a delivery can take between 1 to 3 working days. All items are insured up to £50.
When purchasing a product from Urban Tech the courier used is selected by the company and cannot 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, unless requested prior.
If you leave notes at checkout asking for specific requests or dates, we cannot 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 firstname.lastname@example.org. 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.
Payment can be made by Credit Card, Debit Card or PayPal.
All payment has to be made prior to any repair.
If you have already paid using a card and the money appears to have been taken out of your account, but you received no confirmation, don't worry! This is just a pending transaction and will be refunded by your bank within 3-5 working days (time frame depending on your bank).
Prices are subject to change. Promotional items state the price and duration and such prices only apply at the time of the promotion.
If services (repairs) are checked out, these need to be sent to us within a reasonable time frame (1 month) if the price has increased, the customer will be liable for paying the difference.
No Fix, No Fee Policy - This does not cover all repairs, such as water damage and diagnostic. However, each case will be individually considered, and a full refund will be handed out based on our discretion.
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.
All repair updates can be seen real time, via the repair tracker on the website.
We cannot guarantee we will repair your device. Once the fault has been diagnosed, we make every effort (and in almost all cases do) to complete the repair.
If for any reason your repair will take longer, you will be notified of the reason and the estimated completion date. Alternatively, you can check the repair tracker to see if there have been any new developments in relation to your repair.
Orders which have multiple repairs or require additional repairs may take longer.
Any time estimate for completion of the repair service, which may be given to you, is an estimate only and does not form any obligation under the terms of this agreement.
If we receive your device and we find there is nothing wrong with the device, we will send it back and refund you the difference. However, there will be a £9.99 handling fee deducted, this covers postage & diagnostic costs.
On a few iPad screens repairs occasionally fine grid lines may appear, the screen will work without any problems just light grid lines may seem apparent which will not affect the performance of the screen at all. We will be unable to refund or replace the screen based on this factor.
When you send your mobile device into us for a repair, it is rigorously tested by several different testers and departments, sometimes additional faults are found. If we find an additional fault with your mobile device, we will send you an additional repair payment request via email. It is your decision if you choose to proceed or not. If you choose to go ahead with the repair, once we receive payment, your mobile device will be passed back to our technicians to continue work, if you choose to decline, we will stop work and send the mobile device back as it is. If you have any queries about the additional repairs, please do not hesitate to get in touch with us.
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 cannot 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.
By sending your mobile device to Urban Tech, you agree to release us from all claims, damages or losses with respect to the mobile device, any data stored therein or on any media used in conjunction with the mobile device (This could be in the form of personal details, SMS, photos, games, songs or other data). We accept no responsibility in relation to the security, protection, confidentiality or use of such data and it is the responsibility of the customer to ensure that such data is removed from the mobile device before sending the device to Urban Tech.
We will attempt a re-repair on your mobile device twice after the initial repair. If after this, the mobile device is still faulty we will issue a refund (minus postage costs). We will need to see the mobile device and make sure its faulty prior to issuing a refund. This does not include diagnostic and water damage related repairs
When refunding all payments made to us, they will be repaid to the original origin of the funds due to security reasons.
If your device is damaged beyond economical repair through our negligence or wilful misconduct, our liability will be limited to the cost of providing a replacement with a product that is the same or similar to your device. You have sole responsibility for any data stored on your device and we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility to keep a record of any such data.
When sending in a damaged device, our technicians will probably need to open the device to either diagnose or repair it, this comes with an element of risk and may result in some minor damages to your device. We do everything possible to ensure this doesn't happen, however, if it does happen and the damages are significant, we will offer a replacement or repair.
We will not be responsible for any damage or fault caused by a previous repair.
When sending in your mobile phone or tablet device for screen repair or home button repair, Urban Tech will not be held responsible if the Touch ID feature does not work after the repair is carried out.