Repair terms

Repair Warranty & Terms and Conditions

3-month voluntary repair warranty

Eligible repairs are covered for three months from the date of collection. This warranty is additional to your statutory consumer rights.

1. What our repair warranty covers

• All eligible repairs are covered by a 3-month voluntary warranty starting on the date the device is collected.

• The warranty covers faults directly attributable to the repair carried out or the replacement part supplied and fitted by ITO Phone Tech.

• All claims are subject to a reasonable inspection to establish the cause of the reported fault. We may ask for the device to be left with us for testing.

2. What is not covered by the voluntary warranty

• Accidental damage after collection, including drops, impact, crushing, bending, pressure, cracked glass or other physical damage.

• Liquid or moisture damage, corrosion, or exposure to liquids after collection, where this caused or contributed to the fault being claimed.

• Faults caused by misuse, negligence, unauthorised opening, repair or tampering by another person, or failure to follow reasonable care instructions.

• Normal wear and tear, consumables, or faults unrelated to the original repair.

• These exclusions apply only where the excluded event caused or contributed to the fault. They do not remove statutory rights where a fault is attributable to our work or the supplied part.

3. Warranty claims and how we resolve them

• Contact or return to ITO Phone Tech promptly when you notice a problem. Please give us a reasonable opportunity to inspect the device before another repairer works on it.

• ITO Phone Tech will always aim to resolve a genuine repair-related issue through repair or replacement of the faulty part in the first instance.

• A refund will only be considered where we are unable to resolve the issue, or where a refund is otherwise required under applicable consumer law.

• We will carry out an applicable remedy within a reasonable time and without significant inconvenience, as required by law.

• Nothing in these terms limits or excludes your statutory rights under the Consumer Rights Act 2015.

4. Existing faults, condition and repair risks

• Please tell us about known faults, previous repairs, liquid exposure, physical damage, missing components, and any other relevant device history before work starts.

• Devices may contain hidden or pre-existing damage. If we discover an additional fault or a material risk during the repair, we will contact you before carrying out additional chargeable work where reasonably possible.

• We only agree to carry out the work described on your repair job sheet. Repairing one fault does not mean unrelated faults will also be repaired.

5. Diagnosis, inspection and additional work

• A diagnostic fee (currently £10 where quoted) may apply if the reported fault materially differs from the actual issue or where a chargeable diagnosis is requested. We will explain the fee and obtain your agreement before charging or proceeding.

• No diagnostic fee will be charged for an inspection of a claim that we accept as covered by our repair warranty.

• We will obtain your approval before carrying out additional work or charging more than the agreed quote, except where you have expressly authorised a stated contingency.

6. Repair timescales

• Any completion time is an estimate, not a guaranteed deadline, unless we expressly agree otherwise in writing. Delays may arise from parts availability, technical complications or unforeseen faults. We will keep you informed of significant delays.

7. Data, passcodes and testing

• Back up your data before handing over your device. Remove or secure sensitive information where practical. ITO Phone Tech is not a data-backup service.

• We will take reasonable care when handling your device. Nothing in these terms excludes or limits liability where the law does not allow us to do so, including liability arising from our negligence.

• A passcode or unlocked access may be needed to test certain functions. If you do not wish to provide it, we can discuss alternatives; however, this may limit testing or delay completion. Do not write your passcode on this form.

8. Payment and collection

• Payment of the agreed repair charge is due before collection, unless another arrangement has been agreed.

• Any right to retain a device for unpaid charges will be exercised only where permitted by law and on the basis of terms properly agreed with the customer.

• Please check the device and discuss any immediate concerns with a member of staff at collection. This does not shorten or remove your legal rights.

9. Device purchases and trade-ins

• For purchases and trade-ins, we may request photographic ID and carry out reasonable checks to verify identity, ownership and device status, in line with applicable requirements.

10. Products and other services

• Any voluntary warranty exclusions for accessories or other products will be clearly stated at the point of sale. Statutory rights relating to goods and services remain unaffected.

YOUR STATUTORY RIGHTS

This 3-month voluntary repair warranty is additional protection. It does not replace, restrict or remove rights you may have under the Consumer Rights Act 2015 or other applicable law.

Effective from 15 October 2026.