Terms of Service

Last updated: 28 September 2026

The Repair Works is the trading name of Paul Walsh, a sole trader. In these terms, "we", "us" and "our" mean The Repair Works; "you" means the customer.

These terms apply when you book and use our repair service. By booking a repair you agree to them. Please read them, and contact info@therepairworks.co.uk with any questions.

1. Our service

We provide mail-in repair services for eligible devices. You book online, post your device to us using the instructions we send you, we diagnose and where possible repair it, and we return it to you by tracked, insured post. We do not collect devices in person and we do not provide prepaid postage labels.

2. Prices and payment

Prices are shown per repair. Unless we say otherwise, every price includes parts, labour, return postage and, for mains-powered items, a PAT safety test.

(a) Fixed price. Where a repair is shown at a fixed price, that is the full price, and it is paid at the time of booking.

(b) "From" price. Where a price is shown as "from", the price depends on your exact model. You select your model when booking and the price is shown to you before you pay. If the device that arrives is a different model from the one booked, we will contact you before doing anything — you can approve the correct price, or cancel for a full refund.

(c) Quote only. Some repairs are booked without payment. We assess the device, send you a quote, and carry out no work until you approve it. If you decline, we return the device to you.

(d) Assessment. Some repairs are booked as an assessment, for a payment of £4.99 at the time of booking. We examine the device, send you a quote, and carry out no repair work until you approve it. If you approve the quote, the £4.99 is deducted from the repair price and you pay the balance before we start. If you decline the quote, if the device cannot be repaired, or if you cancel after the device has arrived, we return it to you by tracked, insured post and the £4.99 covers that return postage, so it is not refunded. If you would rather we recycled the device responsibly, we refund the £4.99 in full. If we have had no reply two weeks after sending the quote, we will return the device on the same basis.

3. No fix, no fee

If we cannot complete the repair you booked, you pay no repair fee.

Where you have already paid, we refund what you paid (for assessment bookings, clause 2(d) applies instead). We will contact you to explain what we found, and you choose what happens next:

(a) we return your device by tracked, insured post and deduct £4.99 towards the return postage from your refund; or

(b) we recycle your device responsibly and refund the full amount, with no deduction.

We will not process the refund until you have told us which you prefer. If we have had no reply 30 days after contacting you, we will try to reach you again; if we still have no reply 30 days after that, we will recycle the device responsibly and refund you in full.

4. Diagnosis and additional faults

Some faults can only be assessed properly once the device is in front of us. If the repair needs more work than you booked, or we find an additional fault, we will contact you with a quote and proceed only with your approval. You are free to decline, in which case clause 3 applies.

5. Parts

Replacement parts are new or of equivalent quality. Where a part is no longer manufactured we may use a compatible or salvaged equivalent, and we will tell you if we do. Parts we remove are recycled unless you ask us at the time of booking to return them.

6. Cosmetic condition

Repairing a device means opening it. Some devices are glued or clipped in ways that can leave marks, and some components — adhesive, seals, aged plastics — may not survive removal. We take care to avoid this and we will tell you if it happens, but cosmetic marks arising from a necessary repair are not a fault in our work.

7. Warranty

Repairs carry a 12-month warranty from the date we return your device, covering our workmanship and the parts we fitted against the same fault recurring.

It does not cover new or unrelated faults, accidental or liquid damage, misuse, or problems caused by anyone else working on the device afterwards.

To claim, email info@therepairworks.co.uk with your repair reference and a description of the fault. If the fault is covered, we will repair it again at no charge and cover the return postage; you cover the postage to send it to us. If we cannot repair it, we will refund the original repair fee.

8. Your device

You confirm that the device is yours, or that you are authorised to have it repaired.

Please back up any data before sending your device. We cannot guarantee data on a device that has arrived with a fault, and we are not responsible for data loss. Remove any memory cards, SIM cards or accessories you want to keep — we cannot be responsible for items sent in that are not part of the repair.

Please tell us at booking if the device has been liquid damaged, previously opened or previously repaired. It affects what we can do, and we would rather know.

8A. Phone repairs

(a) Liquid damage. We don't repair phones with water or other liquid damage. If we find signs of liquid damage when your phone arrives, we'll contact you before doing any work, and clause 3 applies.

(b) Water resistance. Opening a phone breaks its factory water-resistance seal. We reseal every phone with new adhesive, but we can't guarantee that it keeps its original water-resistance (IP) rating after a repair, so please treat it as not water-resistant. Liquid damage after a repair isn't covered by our warranty.

(c) Your data. Back up your phone before you send it. The repairs we offer don't need access to your data, and we can normally test your phone without your passcode, but no repair can rule out the loss of stored data, and we're not responsible for it (see clause 8).

(d) Swollen batteries. Don't post a phone whose battery is swollen, or whose back or screen is lifting away from the frame. Contact us first. A swollen lithium battery can be a fire risk in transit.

9. Postage

You are responsible for packaging your device securely and for the cost and insurance of sending it to us. We recommend a tracked, insured service; if a parcel is lost or damaged on its way to us, the claim is with your carrier.

We return your device by tracked, insured post at our cost, except where clause 3(a) applies.

10. Turnaround

We aim to complete most repairs within a few working days of receiving them, but turnaround times are an estimate, not a guarantee. Parts availability and the nature of the fault can affect them. We will keep you updated.

11. Undelivered and unclaimed devices

If we complete a repair and cannot return your device — because the return address given was incorrect, or the parcel comes back to us undelivered — we will contact you to arrange redelivery. If we have had no response 90 days after we first contact you, we may treat the device as abandoned and dispose of or recycle it. We will make reasonable attempts to reach you using the contact details on your booking before doing so.

12. Cancellation

You have the right to cancel within 14 days of booking, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you cancel before we have started work on your device, we refund what you paid in full. If we have already completed the repair, the service has been fully performed and the cancellation right no longer applies — but contact us and we will do what we reasonably can.

To cancel, email info@therepairworks.co.uk.

13. Our responsibility to you

We will take reasonable care of your device while it is with us. If we damage it through our own fault, we will put it right — by repairing it, replacing it with an equivalent, or refunding you, whichever is appropriate.

We do not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, or for fraud. We are not liable for losses that were not reasonably foreseeable, or for business losses — this service is provided to consumers.

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

14. Your information

We use your details only to carry out your repair and keep you updated. See our privacy policy for how we handle your information.

15. Changes to these terms

We may update these terms from time to time. The version that applies to your repair is the one published when you booked.

16. Complaints

If something has gone wrong, email info@therepairworks.co.uk with your repair reference and what has happened, and we will try to sort it out.

17. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Contact: info@therepairworks.co.uk

The Repair Works is not affiliated with, or endorsed by, Sony, Microsoft, Nintendo, Samsung, GHD or any other manufacturer named on this site. All trademarks are the property of their respective owners.