"Our thoughts are with the victims of the Manchester attack"

Quotation:

The initial quote you receive through our system is based on the information you provide us. It is possible that we discover additional faults whilst diagnosing your device. If this occurs you will be contacted via phone or email with further repair details and a new repair quote.

Please note all quotes are excluding VAT, this means VAT will be added to the final price when taking payment and the current VAT rate is 20%. Minimum Charge

All repairs we carry out have a minimum charge. This is to cover the courier costs and engineers time.

The minimum charges for the following items are:

Mobile phones   £9.99

iPod   £9.99

iPad   £24.50

Game Consoles  £24.50

Laptop Screens  £24.50

Laptop Repairs  £24.50

We reserve the right to waive the minimum charge fee if you permit us to use your device for spare parts should your device become BER.

Turnaround Time:

Repairs at Elite Phones and Computers generally take 24-48 hours from the day they arrive. This does not include delivery times. We will try our utmost to hit this target but cannot guarantee this as complications with repairs are common occurrences.

Reviews:

If you feel like you have experienced a bad service and you are wanting to write a bad review, please call us first to allow us the opportunity to help with your issue, as the majority of our bad reviews are due to easily resolvable issues.

Diagnosis:

Items that come in for diagnosis will be diagnosed on arrival;  if the price of the repair falls below £150.00 the technicians will automatically repair the item. Non-repairable items will be returned for a non-repairable fee from £9.99 - £24.50 depending on item.

Collection & Delivery:

We use UPS to pick up the parcel from the address of your choice. Parcels are returned using Royal Mail Special Next Day Delivery. Depending on the circumstances, we reserve the right to return it via the method of our choice.

With the delivery process been carried out via external courier service. We wish to inform that any discrepancy arising associated with delivering your product to us, will be dealt by us. In case of loss or damage to your product, we will file the claim on your behalf.

As you understand that the claim process takes time and efforts. This does not usually happens, but in case it happens with your product please be at peace and co-operate as this is not something we have our control over it.

We will file the claim and retrieve funds / Product for you against the loss to fully cover you. After receiving the product is there is any repair required we will do that or maybe you will get a new product under claims.

We would want to make it clear that from the money we get paid out on the claim, we will arrange a replacement item we will still want you to make a payment of the the repair it was originally coming in for if it was booked in for diagnosis then we will require you to pay £150 before we send the replacement product or we can arrange to deduct it from the funds obtained and reissue the cheque to you

Express Service:

If you wish to use the express service this comes with an extra charge of £10.00 and will take priority over the non-express repairs.

The following Terms & Conditions apply only to Express Service repairs:

1.     Express repairs are the top of our priorities but sometimes the repair cannot be done on the same day if a specialist part is required where it has to be ordered and this can slow the repair down.

2.     We try to dispatch Express Service items on the same day if payment is received by 3:30pm and the item is fully repaired.

3.     If your item cannot be fixed within 96 business hours of your device arriving at our repair centre, the Express Service charge of £10.00 will be waived.

4.     We cannot be held accountable for delays caused by Royal Mail or any other courier but if an item has not been posted when it should have been we will investigate and resolve urgently.

5.     If you send in your device with a pass code/lock and do not remove it or inform us of it during the booking process network then this may be delayed as we cannot run tests to ensure the device is completely repaired

6.     The Express Service is only available if the parts are available in store on arrival of your item, and of course if there are no additional complications.

£17.50 Upfront Deposit

The £17.50 upfront deposits are for collection and delivery and do not relate too if the repair is carried or not.

Postage:

The carriage postage fee is £19.99 both ways£9.99 one way

Items can only be posted in the UK mainland only, if worldwide is required please call for a quote on postage as prices vary.

If item is damaged on receiving  please keep all packaging, as this is used for damage inspection.  we can not put through a claim on your behalf if packaging is destroyed.

RTB Warranty:

The RTB Warranty which means “Return to base”  warranty covers a faulty part that may become unresponsive or faulty and must be an item we have used. We will replace/fix any item that becomes defective in the 30 days of receiving the fixed item.

Repair Warranty:

When we carry out a successful repair we offer a 12 months warranty unless written agreement stating otherwise, Water damaged items have no warranty with them but if within 24 hours a fault occurs please contact us and we will happily assist you within the 24 hour period and this applies for any repair.

If your device does become faulty in the warranty period you can send the item back along with your Ref number and a cover letter stating the issue for the re-repair and we are not liable for your costs to return the unit to us. If the problem is something we fixed then we will repair the item for free of charge under the RTB warranty. If the unit has further problems not related to the original repair then we will contact you with a price and let you make a decision.

Once we have repaired your item, if you then have the item looked at by another repair centre, your warranty is void.

When doing a screen repair we only warranty the screen that we repaired, if any further problems occur to do with anything else we will be more than happy to help you but extra costs will occur.

For example if you take a car to be repaired at a garage for the brakes and then a week later the horn stops working how is the repair technician responsible for the horn if he repaired the breaks.

Unpaid repairs:

We will hold your item for a maximum of 30 days after it’s been repaired, deemed beyond economical repair or awaiting payment. We will phone and email a minimum of 3 times. If no payment has been made within 30 days the item will be auctioned to recover the costs.

Water Damage Repairs:

When we repair water damaged phones we ensure they work but quite often water damage can be temperamental and reappear either not long after repair or over a period of time therefore we do not offer Warranty on water damage repairs simply because they are so temperamental and can sometimes never be repaired completely. Accessories, games, power supplies

We ask our customers not to send in any accessories unless we have specifically requested for them if we do not currently have the item which will be required for testing, therefore we cannot be held responsible for any loss or damage to accessories that you send.

User data / Information:

We will do our best to make sure we retain any data on your device, we cannot be held responsible for lost data as we ask customers to make sure their item is backed up before sending and fully wiped to factory settings so we are not responsible for the loss of; Ringtones Photos & Videos Contacts Music.

Also we advise you not to send us any SIM cards or memory cards as we are not responsible for loss or damage of these items.

We advise the customer not to send the item with any cases or original boxes such as an iPad case or a blackberry with original box just simply wrap in bubble wrap or something protective and follow the instructions given by the booking agent as we cannot be held responsible for any extra things the customer sends such as original packaging as we have our own packaging we send items in.

Payments:

We can process payments by either emailing the customer asking to pay, phone call with the card details or a direct bank transfer. Once payment has been received we will pack your item and aim to send it out by the same day of payment. We do also accept Cheques but require 7 days for the funds to clear then the item will be sent.

We accept visa, MasterCard, Switch, Maestro, Solo, Visa Delta.

Late Payments:

Unless previously agreed in advance, there will be a 2 week limit to pay your outstanding balance, if payment is not received in this time, there will be a late fee/handling charge of £5.00 per week. After 3 months of this, the item will be sold to the value of our incurred costs.

Data Loss:

We strongly urge you to please backup your data from your gadget. We will not be responsible for any data loss during the repair of the products, and any loss of device will be replaced by a like to like device. Mistakes in bills, receipts or payments

We aim to correct any mistakes in bills, receipts or payments as soon as possible, with a maximum wait of 30 days.

Refunds:

If there is a problem with a repair following its return customers who wish to request a refund must send there item back to Elite under the warranty agreement to be inspected, You will only be issued with a refund once there item has been classed as beyond economical repair by our technicians, Customers will also need to take into account their refunds may not be equivalent to that of which has already been payed for the repair first time.

Complaint's:

To ensure satisfaction please email us allowing us enough time to receive your complaint, and from this process we have had a lot of satisfied customers.

We acknowledge complaints within 5 working days

Then we advise you how long it will take to resolve a complaint

We will also keep you informed throughout the process

 

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