Terms and Conditions
Please read these terms and conditions governing the use of our website. Using our website indicates that you accept our terms and conditions. This does not affect your statutory rights. If you do not accept our terms and conditions below please stop using our service.
NOTE: All customers are required to use their order number as a reference in any communication with us.
Any repairs made to customers equipment will be repaired at no extra cost should it fail with the same part failure within 125 days so long as the device is not opened.
Guarantee excludes faults relating to physical or accidental damage to a customers device. If the device is returned and has cosmetic damage i.e cracked screen, this needs to be reported the next working day at the latest, and sent to our repair centre as soon as possible, but no later than 5 working days.
In case of water damaged devices, because of the specific, unpredictable nature of the damages, 125 day warranty will be given only for the parts used to repair the fault. The parts may be returned no later than 7 days after the repair was carried out.
When security seals get damaged by a customer, he/she looses any warranty for services and spare parts used.
Customers are responsible for any damages to a device sent to us resulting from inadequate packaging or from the customers own neglect.
Refunds will be issued for all work diagnosed by us and/or customer self diagnosed orders only if our company has not successfully completed this repair. Please note that a diagnosis fee applies and is not refundable.
Where the device requires an additional repair, and the customer chooses not to proceed, or it is too expensive to complete, no refund will be issued due to the original successful repair done.
All diagnosis and water damage treatment fees are non refundable.
Please note that refunds will be issued within 3 weeks.
You have the right to return a faulty or unwanted spare part within 7 days with the proof of purchase. Please note that we reserve the right to refuse the warranty return due to physical damage caused by the customer during the repair.
If you want to cancel a repair, you need to cancel it no later than 2 days after you place an order as we aim to commence all standard repairs on the same day we receive your device, or the next working day. You have to notify us via telephone (01536 628 201) as well as email firstname.lastname@example.org. Please use your order number as a reference.
Please note that a £10 administration and P&P fee applies if you cancel your order once we receive your device.
Orders cannot be cancelled once we have commenced the repair. Where a device has not been delivered to us for repair and the customer has not contacted us in writing within 30 days of placing the order this order cannot be cancelled.
We aim to complete the repair process within the time stated on our website, and many of these will be done within this period, but we cannot guarantee this time period due to unforseen circumstances.
All devices sent for a standard repair are initially tested but the service does not include a full technical diagnosis.
Protective cases, sim cards, memory cards and data.
We make every effort to send all protective cases, sim and memory cards left in devices back to customers. However, please make sure cards are removed from devices as Free Fusion Ltd is not liable for any lost protective cases, sim and memory cards or data, so please backup your data before repair. Also, please make sure the contact phone number you provide us is not a number of a Sim card left in a device sent to us, as it will make it difficult for us to contact you. Relying only on email as a means of contacting you may considerably prolong the time of completing our service.
If your device is deemed unrepairable we will only charge a DIAGNOSIS fee or Water/Liquid Damage Repair fee to your account and any money paid over this charge will be refunded.
We use 1st Class Recorded delivery Services or Royal Mail Next Day Special Delivery at the customer request (extra charge according to Royal Mail fees apply).
All repair charges include free return delivery to customer via Royal Mail 1st Class Recorded.
Any devices shipped to the customer must be examined as soon as the item is received. In case of any damaged or lost devices the customer must inform us immediately or within 24 hours via email: email@example.com. Any packaging must be kept for inspection at a later date. You will be asked to sign for the items to confirm their receipt.
Customers are required to provide a full and correct return address when placing the order.
Please note that becuse return address labels are printed automatically before the dispatch,the company will not take responsibility for any delays or lost items due to incorrect customer details.
Plese note that delivery times cannot be guaranteed unless special next day delivery option was selected.
Before we can consider a delivery as lost, we ask that you allow 15 working days from the day of dispatch before contacting customer services.
Insurance in transit
We strongly advise all customers to choose a shipping option which offers tracking and appropriate compensation in case of damaged or lost items during shipping.
If the customer does not select an additional option of shipping we will assume that he/she agrees to have their deivce returned 1st Class Recorded Delivery.
Additional shipping options
- Special Delivery Next Day by 9.00am
- Special Delivery Next day by 1.00pm
Please note that we offer Free return postage using 1st Class Recorded Delivery Service which only carries an insurance for lost or damaged goods in transit up to £46. In case of lost or damaged item during shipping we will guarantee a compansation of value up to £46, ONLY if the customer sends us a completed Royal Mail "Lost, Damaged or Delayed inland Mail Claim Form".
Please note We do not return any packaging sent to us such as boxes and jiffy bags
We do not store credit card details nor do we share customer details with any 3rd parties.
Device Sent Without information
We will do our very best to track a device and locate it, however if a device is sent to us without the correct order number and other information that can help us link the device to a customers account, Free Fusion Ltd cannot be held responsible. Please be aware that a device sent without the order number (which can be found on our website: My Account - Orders page) will cause a delay to the repair if we are unable to gather enough information to help us with locating the device. In case of loss, even if it is confirmed that we have received the device (from RoyalMail or other Courier) the maximum refund available will be no higher than the order value if paid, if you have not paid then we are unable to provide any refund at all.
We accept all major credit and debit cards (except American Express)
Payments over the phone will be processed, and £1 for the virtual payment will be charged
Please note that an administration fee of £10.00 (which includes return postage via 1st class recorded) will be charged in any of the following circumstances:
If you have sent your device off and want a refund but we haven't carried out the repair yet.
You send us the wrong device model to be repaired and we do NOT repair that model.
Should we send your device out for delivery and it's not received or collected and the parcel gets returned to us.
£10.00 will be charged for every time this happens.
If under warranty you send a device back for repair and we do not find a fault that relates to the original repair we carried out.
PLEASE NOTE that customer is required to make the payment after the repair is completed within 10 days of notification. Failing to do so will result in a written payment reminder, and administration and storage fees will apply and will be calculated daily until the payment is cleared.