September 11, 2026
If you have a damaged handset, we can either look at repairing or replacing the handset. This is dependant on whether your handset is still in warranty and covers the type of fault/damage reported.
If any Apple device is faulty and in warranty, you’ll need to contact Apple directly. We’re unable to act on your behalf due to Apple’s data protection restrictions
Get in touch with your customer support team to check if you’re covered for the repair
If your handset is out of warranty
We can look to repair your handset and offer you a loan phone if required.
The cost is dependant on the extent of the fault. We’ll quote you on this once our engineers have investigated the issue and won’t proceed until you confirm you’re happy with the quote for the repair.
If your handset is in warranty
We can provide a replacement for your damaged/faulty handset, with some terms and conditions:
- We’ll offer the same make and model of handset providing the phone is not obsolete. If the handset is obsolete, we’ll offer the nearest alternative. We may not be able to guarantee the colour but match it as closely as we can. We’ll confirm the handset before shipping
- We’ll replace your handset within 72 hours (equivalent to three working days)
To get a free replacement handset, the fault must be covered under the warranty
Malfunctions and faults that are not covered under warranty as standard include:
- Lost and stolen handsets
- User damage including liquid damage
- Malfunctions caused by any non-standard external media software
- Malfunctions caused by a virus
If it’s found, after inspection by an experienced engineer, that the fault is due to any of the above, there will be a £35 (excluding VAT) administration charge
We also can’t accept responsibility for the following:
- Any applications or personal data such as contact information and/or photographs
- Any costs that are incurred during the reinstallation of any software/ applications
- Any cost incurred by you, the customer, as a result of not being able to use your mobile device
- Any labour or other charges incurred where no fault is found with the mobile device
