Terms and Conditions
All orders include our Free Post Returns Service and Return Delivery by Royal Mail Tracked 24. At Checkout you will have the option to post your device via your own courier or use our Next Day Free Returns Address. Our Free returns address only covers loss of items up to £500. If you would like to cover your item for more than £500, please select your own courier to do so. Any goods shipped to you must be examined upon receipt. Please contact us immediately (within 3 days) if you have received your item damaged by the courier. Once your device is repaired it will be posted out the same day via Royal Mail Tracked 24.
The Post Office state that they aim to deliver Royal Mail Tracked 24 the next working day – click here to read more. However, in certain circumstances it may take up to 10 working days, please click the link to read Royal Mail’s Terms And Conditions.
As we provide our own free shipping service we will not reimburse any additional shipping payments made by the customer.
In the very rare occasion, the device is lost in the post, we will need a copy of the receipt with tracking information (barcode) and the original receipt of the purchased item to make a claim. Please note this may take up to 28 days to be processed before any further action can be taken.
If you would like to collect your parcel from your local APC Depot or to re-arrange your delivery please click here
When purchasing a product from Mendmyfone the courier used is selected by the company and can not 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.
When needing to change address, whether it be on your additional payment or original order, please contact us before the item is in the process of being dispatched, you can do this by contacting us via email with details of your new address.
If you leave notes at checkout asking for specific requests or dates, we can not guarantee this request will be fulfilled. However, we do aim for items to be dispatched within the promised 3 – 5 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 straight away on email@example.com. 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.
Please take your packaged device to your local post office (please refrain from taking directly to the post box, as this may cause delays in the service). Please make sure you get a receipt with a bar code on from the Post Office so you can track your parcel. Failure to get a bar code will mean your parcel can not be tracked.
If you are returning a device, you can use the same postage label provided in the original confirmation email sent out.
When sending your device, if you choose to include separate parts, you are sending these at your own risk and we will not be held responsible if these parts go missing before your package is delivered to us. Please ensure the parts are well sealed and wrapped so nothing goes missing. When your package arrives with us we log in all the separate parts we receive, which can be seen on the repair tracker.
For refurbished device orders, please allow 3 – 5 working days for your order to be processed. Once dispatched you will be notified by email and the status of your order will be marked as shipped.You can track your order by using our order tracker.
Please note, occasionally delays can occur due to quality control.
International Customers (Outside UK):
For customers outside the UK, you will be required to arrange your own courier to get the device to us and pay an additional fee to get the device sent back to you using a secured international postal service, prices will vary depending on the destination.
Our free postage label does not apply to international customers (Outside of the UK) if required to return your item, you shall need to arrange your own courier to return the item to us. The courier charge will not be reimbursed.
Payment can be made by Credit Card, Debit Card or Paypal.
Buying a refurbished mobile phone? Please be advised that if you are paying by Credit or Debit Card, we can only ship mobile phone orders to the billing address associated with the card.
All payment has to be made prior to any repair.
If your bank is registered outside of the UK, please pay for your order using Paypal.
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). You will be able to complete your order using Paypal.
Prices are subject to change. Promotional items state the price and duration and such prices only apply at the time of the promotion. All prices are inclusive of VAT and delivery charges except otherwise stated.
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.
All repairs (with the exception of software related, battery and water damaged devices) come with a 3-month warranty. Battery related repairs come with 3 months warranty. This excludes faults relating to physical or accidental damage or if the device is opened whilst in your possession. If the nature of the repair falls outside the terms of your warranty or guarantee, then you may incur a charge for the repair.
Our warranty does not cover repairs on Wifi Faults on the iPhone 4 and 4S.
If you take your device to a third party after it has been repaired by Mendmyfone this will void the warranty on your device. This includes both repaired and purchased devices.
All software related repairs will not be covered by our warranty.
The warranty only covers the original repair. For example, if you pay for a screen repair and the screen becomes faulty, you will be covered with a 3-month warranty. If any additional faults occur that are not related to the original repair this will not be covered under warranty and will need to be paid for.
The warranty for refurbished phones and tablets sold by Mendmyfone differs depending on the device and only covers manufacturing defects. If the fault is not related to this or happens outside of the warranty period, an extra cost may occur. It does not cover physical or accidental damage.
With all refurbished devices sold by Mendmyfone, the battery will only be covered by a 3-month warranty.
If you purchase a refurbished mobile device from Mendmyfone and you accidentally damage the device this will void all warranty. If after this you purchase a repair from Mendmyfone, if applicable you will be covered under a new repair warranty.
If the device is damaged it shall not be covered under warranty.
If they pay to have repaired it still will not be covered by warranty due to any future faults that may occur.
All warranty claims have to be reported within the warranty period and returned to our premises within two weeks from this date.
If the device you returned has been reset we will need the iCloud / Google account information to be able to test the device, without this account information we will not provide a warranty.
Warranty on all accessories sold by Mendmyfone is 90 days.
If your device is damaged beyond economical repair through our negligence or willful 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 up 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, Mendmyfone will not be held responsible if the Touch ID feature does not work after the repair is carried out.
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.
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.
If we need to order in new parts, the repair process may be delayed. We will keep you updated throughout the whole process.
Please be aware diagnostics may take longer than usual repairs as our trained technicians take the time to look at every element of the device and check for faulty parts.
Please be advised we cannot guarantee your device will be repaired after we diagnose the fault. 97% of devices that we diagnose are repaired.
With screen repairs on Samsung Devices there is always a chance of the LCD breaking due to the glue needed to bond the glass to the LCD, we are one of the few repairers that offer just a glass repair, which in turn passes the savings on to the customer, however occasionally the LCD may break, before this happens, we always notify the customer and the procedure about to happen and the chance of it breaking, and ask for permission to carry on, as we will not be liable for the cost of the replacement LCD.
Liquid Damage repairs can take up to 7 – 14 days.
Any Motherboard related repairs can take up to 7 – 14 days.
Any Software related repairs can take up to 7 – 14 days.
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 screen 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 a number of 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.
Water Proof Repairs:
Mobile devices that are sold as being waterproof are originally sealed in the manufacturer’s factory with special machines and special liquid proof gaskets.
When we carry out a repair on a waterproof device that involves opening and closing the device we cannot guarantee that your device will be 100% waterproof after the repair process has been completed. We replace all gaskets required but only the manufacturers of the device have access to the specialised equipment required. However, we always use grade A parts and use the best possible techniques.
Our trained testers and technicians always test the device on arrival and before it is dispatched. We test many different aspects of the device, including the buttons, vibration, sound, cameras, charging port, Wifi, speakers, signal, front screen, LCD display, power settings and much more, to ensure we don’t miss any faults and provide the best service possible.
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 can not 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 Mendmyfone, 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 Mendmyfone.
If you wish to cancel your repair, you must do this before you send the device, and your order will be fully refundable. Once we have received the device and depending on the repairs that need to be carried out, we may not be able to cancel, however, if we can, an additional postage charge shall be deducted from your repair cost.
To cancel, please email firstname.lastname@example.org or phone 020 8123 3743 during working hours.
We reserve the right to make changes to this website and terms and conditions.
We operate a no fix, no fee policy.
Phone Rental Service:
If we don’t have the rental phone you have ordered in stock, we will automatically upgrade your order.
To obtain the full refund of your security deposit all data and accounts will need to be factory reset so we can use the phone for another customer until this is done, the hire period will continue.
Our phone rental service is charged on a weekly basis.
As office hours are restricted during the weekend our service will be slower than usual and we may take longer to respond to emails and messages.
Emailing & Messaging:
We aim to answer all emails and messages within 24 hours. This may be slightly longer if you email or message us during a Sunday or Bank Holiday.
Please note, that messages left using our Happy Fox messaging app may result in a longer response time compared to emailing us directly on email@example.com.
This only covers customers who can provide a legitimate tracking code for the services we provide, your own courier services are not included.
This is up to the value of your device or £500, whichever is the cheapest amount, this will cover for a like for like replacement of the handset/tablet sent in.
The insurance is for when the device is in transit only.
The insurance covers postal loss only. We will cover the loss of your device only when it fails to be delivered and the courier company we have used confirm the item as lost.
Lack of secure packaging can result in a claim being denied.
We may not cover the loss of any device if packaging has been tampered with and request a picture of the packaging for proof.
We will also not cover damage that has occurred due to postal handling process.
If we replace a device for a like for like model for any reason, this comes with a 3 month Mendmyfone warranty, this does not cover accidental damage. If your device has been lost in the post, we are unable to refund the repair or service you previously purchased, as the work has already been carried out. Your replacement device will be in full working order. We are unable to issue a refund on a repair or service if it is replaced by a fully working handset.
This insurance cover is provided by Mendmyfone and not by Royal Mail.
The diagnostic fee covers shipping costs only and will be deducted from any repair cost if you decide to go ahead with a repair.
The diagnostic is the process throughout the duration of the time your device is in our possession as this is an ongoing operation.
At Mendmyfone we will not repair any device that has been bricked, blocked or jail-broken. The device will be sent back and the customer will be refunded, however, if it was sent in for a diagnostic or liquid damage this will not be refunded.
If the device has no IMEI number then we will not repair the device. This is for security and warranty purposes, the device will be sent back and the customer will be refunded, if it was sent in for a diagnostic or liquid damage this will not be refunded.
Selected discount codes carry a minimum spend of £19.99 for it to become valid. Discount codes cannot be applied to additional repairs which may be required.
Selected discount codes do not apply for refurbished mobile devices and will be refunded.
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. This does not relate to refurbished mobile devices sold by Mendmyfone.
When refunding all payments made to us, they will be repaid to the original origin of the funds due to security reasons.
Please note that if our packaging is checked out as an additional option, this is only available for 1 time being sent out and not multiple times, this service can be sent out additionally if it is checked out once again.
14 Day Money Back Guarantee:
With all refurbished phones sold, we give our customers a 14-day money back guarantee, if you are unsatisfied with the device, you have 14 days to which you can return the mobile device, and get a refund if required. The 14 days starts from the day the customer receives the mobile device if for any reason the item is exchanged or repaired this does not restart the 14 days. The customer has 30 days from the date they receive the phone initially to exchange the refurbished mobile device, after these 30 days, the device can only be returned for repair.
If you check out a phone and a repair with Mendmyfone within the repair time frame, then excise the 14 day money back guarantee on the purchased phone after your phone has been repaired, you will be charged £9.99 for the rental charge of the phone, as this would be classed as a phone rental.
All our refurbished mobile phones are sold in subject to section 50A of the VAT Act 1994 and the VAT (Special Provisions) order 1995. A VAT Margin scheme applies, you can read more about it here.
If we have carried out a liquid damage, screen or motherboard related repair on any of the following devices and error 53 appears on the device, we will not be held accountable. This is an issue with Apple and not due to the repair carried out by Mendmyfone and it will not be covered by our warranty.
iPad Mini 3
iPhone 6 Plus
iPad Air 2
Grey Screen Of Death:
If we have carried out a repair on your iPhone and a grey screen/bar appears on the device, we will not be held accountable. This is an issue with Apple and not due to the repair carried out by Mendmyfone and it will not be covered by our warranty.
iOS 10 Update:
We have seen a rise in LCD issues due to hard resets after updating to iOS 10, with the update, after a hard reset is done this causes the LCD to malfunction and display grid lines across the screen. This is an issue with Apple and not due to a repair or phones sold by Mendmyfone and it will not be covered by our warranty.
The iPhone swap service comes with a 12-month warranty, (any faults that appear with our parts during this period will be repaired or replaced, free of charge), along with a 30 day exchange period. Please note, once you have sent your phone to us, we are unable to return or refund your original phone if you change your mind.
If you wish to make a complaint, please email firstname.lastname@example.org/ or call 017-0770-7273 during working hours.
Welwyn Garden City,
Company Registration Number:09593805
Service plans are very much what they say – involving your paying in advance for periodic servicing of your machine or appliance including the repair or replacement of working parts which might have failed.
Therefore, they are sometimes also described as service and repair plans – but you might also see them described as protection plans, care plans or extended warranties.
Perhaps most commonly used for motor cars, service plans may also be offered for domestic appliances such as gas boilers, AGA ranges, washing machines and washer dryers. They seem to be favourites of manufacturers and retail shops, although the latter have gained a reputation for selling such plans at very high prices, sometimes amounting to the cost of replacing the appliance as new.
Service plans typically provide for the periodic servicing and maintenance of the machine or appliance, replacing or repairing parts which may have worn out and, in the case of some companies, providing “pre-emptive” replacement of parts deemed likely to tail before the next scheduled service.
The service plan represents a contract between you and the manufacturer or retailer, but does not have the force of an insurance contract and the sale of such plans is therefore not regulated by the Financial Conduct Authority (FCA) or given the protection of the FCA’s Compensation Scheme (FCACS) if the provider fails to deliver the promised services or goes into liquidation.