Terms and Conditions

Terms and Conditions

Please read these terms and conditions carefully before using our website. By placing an order, you acknowledge and agree to these terms. If you do not accept these terms, please discontinue using our service.

Our Service:

• Not an Apple Authorized Center: We are not an Apple Store or an authorized Apple repair center. Our services specialize in repairing smartphones and tablets of all brands.
• Apple Repairs: If you are seeking an Apple Store or an authorised Apple repair centre, please visit the official Apple website for assistance.
• Parts Used: We make every effort to use the highest quality parts for repairs. However, please note that we do not provide original or genuine Apple parts unless they have been refurbished. In such cases, we will clearly describe these parts to ensure complete transparency and avoid misunderstandings.

WARRANTY

Exclusions

• Physical, Accidental, or Water Damage: Our guarantee does not cover faults caused by physical, accidental, or water damage to the device.
• Cosmetic Damage: If the device is returned with damage (e.g., a cracked screen), it must be reported (including photo or video evidence of the damaged part and packaging) within 24 hours and sent to our repair centre within 5 working days.
•  LCD Screens
  Please note that the LCD screen, due to its construction and backlight, may consume up to 30% more battery power. As a result, customers may need to charge their phones more frequently. However, this is not a defect and does not qualify as grounds for a return or warranty repair.
• Damaged frame: Replacement screens are installed into the existing device frame. If the frame or housing has previously been damaged, bent, or distorted, the replacement display may not sit perfectly flush. This does not affect the functionality of the repair and cannot be considered a defect of the installed part

Damage or Loss in Transit and Insurance Coverage

In the event that a device or any of its components are damaged or lost during transit, the cost of repair, replacement, or compensation will be covered under the shipping insurance selected by the customer. The customer is fully responsible for choosing the appropriate insurance option when arranging the return shipment.

If the value of the selected insurance does not fully cover the repair cost, replacement cost, or the value of the lost device, the customer agrees to pay the difference between the insurance compensation and the actual cost or value of the item.

Free Fusion shall not be held liable for any loss, damage, or disappearance of devices during transit if the customer:

• has not purchased any shipping insurance, or

• has selected an insurance option with insufficient coverage relative to the actual value of the device or repair costs.

The customer must report any damage or loss within 24 hours of receiving the parcel or the expected delivery date in order to initiate an insurance claim. Failure to report within this timeframe may result in the loss of entitlement to compensation.

Free Fusion may assist the customer in submitting an insurance claim to the courier or insurance provider; however, the company cannot be held responsible for the outcome of the claim, the amount of compensation awarded, or the duration of the review process.

For maximum protection, Free Fusion strongly recommends shipping devices using Royal Mail Special Delivery, which provides full insurance coverage up to the carrier’s specified limits. Choosing standard postal services such as Royal Mail 1st Class Signed For carries limited compensation (typically up to £20), which may not cover the full value of the device or repair costs.

Water Damage

• For water-damaged devices, the 90-day guarantee applies only to the parts used to repair the fault, not the entire device, due to the unpredictable nature of water damage.

Passcode or Security Blockage

• If the customer does not provide the device passcode or if the device is blocked by other security measures (e.g., Apple blockage), we cannot verify if the device is fully functioning. In this case:
  • Return postage to us will not be covered.
  • The customer is responsible for the return postage from us to their address.

Damaged Security Seals

• If a customer damages the security seals, the warranty for both services and parts will be void.

Packaging responsibility

• Customers are responsible for any damage caused to the device due to inadequate packaging or neglect during shipment. 

WARRANTY ASSESSMENT POLICY

Warranty Assessment Process

• Evaluation: Devices sent for warranty assessment will be evaluated based on the functionality of the installed part.
• Faulty Part: If the part we installed is found to be faulty, Free Fusion will replace it with a new part and return the device to the customer at our expense.

Other faults found during the assessment

• Additional issues: If, during the warranty assessment, we find that a different part (not the one we replaced) is faulty, we will diagnose the device and identify any other issues. A diagnosis fee will apply.
• Device return without repair: The diagnosis fee will still apply if the customer requests the device to be returned without further repair, despite finding additional faults. The customer will also be responsible for the return shipping cost.

WATER DAMAGE REPAIR POLICY

Water Damage Repair

Water damage repair involves cleaning the device by opening it, drying it out, removing corrosion, and cleaning any residue using specialised chemicals. Please note the following regarding our water damage repair process:

Water damage repair process

• Cleaning: We will clean the device and remove any corrosion caused by water. This process may not fully restore the device to its previous working condition.
• Additional work: In some cases, the device may require further repairs or replacement of parts. If this is the case, we will contact the customer for permission before proceeding. If the customer disapproves, the device will be securely closed and returned without further repairs.
• Diagnosis: After cleaning, we will provide a free diagnosis of the device unless an advanced diagnosis is needed. In such cases, an additional fee will be applied, and we will obtain the customer’s consent before proceeding.

Limitations

• No guarantee of full functionality: Although we specialise in water damage repair, we cannot guarantee that the device will function as before the incident. The device may still require further repairs or may be too damaged to restore.
• Parts replacement: Water damage repair does not cover replacing parts irreparably damaged by liquid. If parts need to be replaced, an additional fee will be incurred according to our current prices, and the customer’s consent will be required.

Non-Refundable

• No refunds for water damage repair: Please be advised that water damage repair is non-refundable, regardless of the outcome. The work involved is labour-intensive and irreversible, so no refunds will be issued under any circumstances.

If repair is not feasible

• If, after cleaning and diagnosis, we determine that the device is too damaged to repair at a reasonable cost, we will inform the customer and return the device to them without further repairs.

SERVICE AND REFUND POLICY

At Free Fusion Ltd, we provide repair and service solutions that are based on labor and parts. We do not sell products (unless a customer requests the part for a self-repair); we offer services that include the provision of parts, labor, and return postage costs (via Royal Mail). Here’s an overview of our policy:

Labor and Costs

• Labor costs: Labor costs can account for up to 70% of the total service value. This cost is non-refundable since the work is irreversible.
• Parts: The remaining cost of the service is allocated to the part provided during the repair. This part is non-refundable, except in the case of a defect.
• Scope of Component Repairs : Repairs performed by Free Fusion relate only to the specific component agreed as part of the service. The successful replacement of a component does not guarantee the continued functionality of the entire device if other underlying faults or pre-existing damage exist.

Labor-Only Services

For labour-only services, including diagnosis, water damage repair, DFU restoration, and software repair, please note:

• Non-refundable: The labor charge is non-refundable under any circumstances because the work is irreversible.
• Postage costs: Shipping fees (for sending the device back via Royal Mail) are non-refundable, as they are paid to the courier company directly.
• Biometric Functionality (Touch ID and Face ID)
  

  In cases where a repair involves replacement of a Home Button linked to Touch ID, a Power Button linked to Touch ID, or a Front Camera linked to Face ID, customers are informed that generic replacement parts do not restore these biometric functions. This is due to Apple software restrictions, which permanently bind Touch ID and Face ID functionality to the original components installed by Apple.

  While biometric features may no longer be available following such repairs, the replaced parts will continue to perform their primary intended functions in accordance with the device’s original specification (for example, button operation or camera functionality).

  The absence or loss of Touch ID or Face ID functionality following these repairs does not constitute a fault, is not covered under warranty, and does not qualify for a refund, partial refund, or replacement, provided the device remains otherwise fully functional.

Refund policy for parts

• If you are dissatisfied with the service related to the installed part, you may request a refund for the part only. However:
  • The labor cost for installing the part is non-refundable, as the installation cannot be undone.
  • Shipping costs are not refundable, as they cover the cost of sending the device back to you via Royal Mail.
• If you change your mind about the installed part, you must return it to us in order for us to process your refund.

Part defects

• We do not offer a refund if you believe the installed part is defective. Instead, the part must be returned to us for a warranty replacement.
• Warranty repairs: If the part is defective, we offer swift warranty replacements and cover shipping costs both ways.
• To qualify for a warranty replacement, the defect must be proven to be hidden and not caused by improper use or other device issues. The customer is responsible for proving the defect beyond a reasonable doubt.

Conditions for refunds

• Refunds for labour and installed parts will only be considered if the customer can demonstrate that the installed part is defective due to a hidden defect, not improper handling or other unrelated device faults.
• No refund requests based solely on customer statements: We do not accept refund requests based solely on the customer’s statement. Any refund claim must be supported by tangible evidence of the issue, such as a proven defect or problem that can be verified.

CANCELLATION POLICY

Cancellation by customer

• Cancellation responsibility: If the customer wishes to cancel a repair order, they must contact us via email at office@iphonespecialist.co.uk. The customer is responsible for initiating the cancellation and refund request.
• Orders older than 6 months from the date of purchase will not be refunded. Instead, we offer a voucher of equal value to the order, excluding the shipping cost.
• Refund process: Once the cancellation is confirmed, we will process a refund, deducting any fees imposed by the customer’s card issuer or PayPal.
• Chargebacks: If the customer opts to initiate a chargeback through their bank, card issuer, or PayPal, without first contacting us via email to request the cancellation and refund, the customer will be responsible for any fees incurred. These fees will be a minimum of £15.

Cancellation after device is sent

• Diagnostic fees: If the customer requests to cancel a repair order after the device has been sent to our facility, a diagnostic fee specific to that device will be charged.
• Shipping costs: Refunds for postal charges are not permissible once the device has been returned to the customer.

Cancellation after repair has started

• No cancellations after repair commencement: Once the repair has begun, the order cannot be cancelled.

Unresponsive customers

• If the device has not been delivered to us for repair and the customer has not communicated with us in writing within 30 days of placing the order, the cancellation of the order is not permissible, and a refund cannot be issued.
  • Instead, the order will be replaced with a voucher equivalent to the cost of the repair, which will remain valid for six calendar months from the date of issuance.

REPAIR PROCESS

At Free Fusion Ltd, we aim to complete the repair process within the time stated on our website. While many repairs are completed within this period, please note the following:

Repair timeframe

• Estimated completion time: We strive to complete all repairs within the specified time on our website. However, this is an estimated timeframe and is not guaranteed.                          
• Vintage devices: repairs of vintage devices, including but not limited to iPod Classic, iPod Nano, and iPod Touch, may require additional diagnostic and repair time due to the age of these devices and the limited availability of spare parts. In some cases, parts may need to be specially ordered, which can result in extended turnaround times.                                                                                                                                                                                                                          By placing an order for a vintage device repair, you acknowledge and accept that repair times for such devices may differ from standard repairs and may exceed the estimated timeframe stated on our website.

Unforeseen circumstances

• Delays: Due to unforeseen circumstances, the repair may take longer than expected. Factors such as parts availability, device condition, or other unexpected issues can impact the completion time.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          
• Pre-Existing Damage and Hidden Faults  By submitting a device for repair, the customer acknowledges that devices previously subjected to impact, liquid exposure, prior damage, wear and tear, manufacturing defects, electrical faults, or any other underlying or pre-existing condition may develop additional faults during or after the repair process. The opening, inspection, or repair of a device may reveal further defects or component failures that were not previously visible or detectable. Such outcomes cannot be considered a failure of the repair service.

DIAGNOSIS POLICY

• Standard repair testing: All devices sent for a standard repair are initially tested.
• Limited service: Please note that the standard repair service does not include a full technical diagnosis.
• Pre-Existing Damage and Hidden Faults: Devices that have previously sustained physical impact, liquid exposure, wear and tear, manufacturing defects, electrical faults, or any other underlying or pre-existing condition may contain hidden structural or internal damage that cannot be fully assessed prior to repair. Such devices may continue to deteriorate or develop further faults regardless of the repair performed. Free Fusion cannot be held responsible for the natural progression of such underlying damage or faults that become apparent during or after the repair process.

UNREPAIRABLE DEVICES

• Diagnosis and fees: If your device is deemed unrepairable, we will charge a diagnosis fee, a water/liquid damage repair fee, or an admin fee. For all types of iPhones, a £15 admin fee will apply. Any money paid above these charges will be refunded.
• Special requests for documentation: If you require a special written statement on headed paper (e.g., for insurance purposes), a £30 administration fee will apply.

DELIVERY AND RETURNS

Shipping services

• Delivery Options: We use 1st Class or 2nd Class sign for delivery services, or Royal Mail Next Day Special Delivery (at the customer’s request, with an additional charge according to Royal Mail fees).

Examination of devices upon arrival

• Inspection: Upon receiving your device, please inspect it immediately. If the device is damaged or lost during shipping, you must inform us within 24 hours via email at office@iphonespecialist.co.uk.
• Packaging: Keep all packaging materials for inspection at a later date, if necessary.
• Receipt confirmation: You will be asked to sign for the items to confirm their receipt.

Return address

• Accurate return address: Customers are required to provide a full and correct return address when placing the order.

Responsibility for incorrect address

• Return Address Labels: Return address labels are printed automatically before dispatch. We are not responsible for delays or lost items resulting from incorrect customer details.

Delivery Times

• No guarantee on delivery times: Delivery times cannot be guaranteed unless Special Next Day Delivery is selected.

Lost deliveries

• Lost shipment: If you believe your delivery is lost, please allow 15 working days from the dispatch date before contacting our customer service team.

Cancellation of Special Delivery

• Canceling Special Delivery: If a customer wishes to cancel Special Delivery and the item status is ‘Ready to send’, there will be a £5 repackaging charge to cover administrative costs for repackaging the device.

SHIPPING AND TRACKING

• Recommended shipping options: We strongly advise customers to select a shipping option that offers tracking and appropriate compensation in case of damage or loss during transit.
• Default shipping option: If the customer does not choose an additional shipping option, we will assume they agree to have their device returned via 1st Class Recorded Delivery.

• Disclaimer – Loss, Theft or Critical Damage in Transit
  Free Fusion accepts no liability whatsoever for any device lost, stolen, or critically damaged while in transit. Responsibility for selecting an appropriate postal service and level of insurance lies entirely with the customer.

  Compensation in such cases is strictly limited to the cover provided by the courier according to the customer’s choice of service:

  • Royal Mail 1st Class Signed For – compensation up to £20

  • Royal Mail Special Delivery by 1pm – compensation up to £750

  Free Fusion does not intervene in, extend, or supplement the insurance limits offered by the courier. Customers are reminded that they have the opportunity at every stage of the order process to upgrade their chosen shipping method, for an additional fee, to ensure their device is fully covered in the event of theft, loss, or damage during delivery.

• Failure to select adequate insurance remains the sole risk and responsibility of the customer.

  In addition, Free Fusion shall not be held responsible for any delays, delivery errors, or mishandling of parcels by the courier. Any claims arising from such issues must be directed to the courier in accordance with their terms and conditions.

• Furthermore, in the event of theft, loss, or critical damage of a parcel during transit, Free Fusion does not refund the cost of repair work already carried out, as the service was completed in accordance with professional standards and agreed terms.

• Customers are also solely responsible for properly and securely packaging their device before dispatch. Free Fusion does not accept liability for any damage resulting from inadequate or improper packaging of a device by the customer.

• Return Shipping  Insurance
  Return postage is entirely the customer’s responsibility. In case of loss, theft, or damage during transit, compensation is strictly limited to the insurance cover of the postage service chosen and paid for by the customer (e.g. £20 for 1st/2nd Class Signed For, or up to £750 for Special Delivery). Free Fusion Ltd is not liable beyond these limits.

Additional shipping options

• Special Delivery Next Day by 1:00pm: Available at an additional cost.

Warranty return shipping

• Return postage for warranty: If a device is accepted and repaired under warranty, it will be returned via 1st Class Recorded Delivery, unless the customer has paid for Special Delivery for the return shipment (even if the original repair was returned via Special Delivery).
  • Customer notification: The customer must inform us of their preferred shipping method either immediately after receiving the email confirming device receipt for warranty assessment or prior to receiving the device back.

PACKAGING

• Packaging Not Returned: Please note that no packaging(including original Apple boxes, phone cases, bubble envelopes, etc.) will be returned.

PRIVACY POLICY

• Data Handling: We do not store credit card details, nor do we share customer information with any third parties.

PAYMENTS

Accepted payment methods

• We accept all major credit and debit cards (except American Express).

Administration Fees

• An administration fee of £10.00 will be charged in the following circumstances:
  • If you send your device to us for repair and request a refund before we have carried out the repair.
  • If you send the wrong device model to be repaired and we do not repair that model.
  • If you send a device that we do not repair or offer services for, as stated on our website.
  • If we send your device out for delivery, but it is not received or collected, and the parcel is returned to us. A £10.00fee will apply each time this occurs.
  • If the diagnosis fee is £1 and no repairs are made after the diagnosis, a £10.00 admin fee will be charged to cover postage and packaging costs.

Payment Deadlines and Late Fees

• Payment deadline: The customer is required to make the payment within 10 days of receiving notification.
• Late payment: If the payment is not received within this time frame, an email payment reminder will be sent. Administration and storage fees will apply and be calculated daily until the payment is cleared. The storage fee is £1.50 per day.

Protective Cases, SIM Cards, Memory Cards, and Data

• Removal of cards and data: We make every effort to return all protective cases, SIM cards, and memory cards left in devices to customers. However, we are not liable for any lost items, including protective cases, SIM cards, memory cards, or data. Please ensure all cards are removed from the device before sending it for repair and back up your data.
• Return of packaging: Please note that we do not return Apple product boxes or any other packaging.
• Contact information: Ensure that the contact phone number you provide us is not associated with a SIM card left in the device. Using a number linked to the SIM card in the device may make it difficult for us to reach you. Relying solely on email as a means of communication may significantly delay the completion of your service