Terms and Conditions
Terms and Conditions
Please note we are not an Apple Store. We are repair center who specialize in the repair of smartphones and tablets. If you would like to find Apple stores list please go to Apple official website.
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.
Our guarantee covers the parts in which we replaced for 90 days. Any repairs made to customers equipment will be repaired at no extra cost should it fail with the same part failure within 90 days so long as the device is not opened by third party.
Guarantee excludes faults relating to physical, accidental or water damage to a customers device. If after repair 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, 90 day warranty will be given only for the parts used to repair the fault not the device as a whole. We cannot predict future damage from water damage and any additional repairs needed will not be covered under warranty if they were not replaced when the device is first diagnosed.
If a customer does not provide their passcode or the device is blocked by other security (i.e. Apple blockage) we cannot check the device is fully functioning. Therefore we will not cover the return postage cost from customer to us and also the customer is obliged to pay return postage cost from us to his address.
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.
DFU/ Restore fee is non-refundable as it’s an irreversible process.
Please note that refunds will be issued within 3 weeks and are subject to a £1 charge for to cover WorldPay fees.
Old parts left after the repair is completed will not be returned to customer unless the customer asks through email before we start the work
If a device is returned to us under warranty 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 [email protected] 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.
Front Glass Repair -please be aware that when ordering front glass repair only, We are not responsible for the touch function or sensitivity and we are not responsible for the LCD. If the LCD has suffered impact damage and is marked / scratched but still working and you choose to have Front glass repair only please be aware we will not fix or replace the LCD as this is a separate repair
If there are additional repairs made, time from additional payment may vary.
Ipod Classics (active from 1.08.2015)
Classic iPod repairs – Please note that as Apple are no longer producing iPod classic devices these devices are now deemed as vintage. This means that repair times are can in some cases become very delayed as obtaining full original parts is becoming more and more difficult as they are in high demand and low in quantity. We need our customers to know that we will try our best to get repairs done as quickly as possible but must warn all customers that it can take several weeks. If this is not fitting to you please do not order for these repairs.
Please note that after diagnosis if logic board or hard drive is required and the customer chooses to have this repair that there is no refund if the customer chooses to cancel this order as parts will have been ordered specifically for their device. This also applies to customers that order for hard drive or logic board repair themselves.
All devices sent for a standard repair are initially tested but the service does not include a full technical diagnosis.
Protective cases, sim cards, sim trays, memory cards, data and boxes.
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 sending the device for repair. Please also be aware we do not return Apple product boxes or any other packaging. 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 charge a DIAGNOSIS fee, Water/Liquid Damage Repair or an admin fee (for all types of iPhones £10 admin fee will apply) and any money paid over this charge will be refunded.
Customer may apply about special written statement on headed paper for i.e. insurance company, If you would like this then a £15 administration fee will apply.
Delivery and Return policy
We use 1st or 2nd Class Recorded delivery Services or Royal Mail Next Day Special Delivery at the customer request (extra charge according to Royal Mail fees apply).
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 protected] 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 the address on your account is final. We can not change an address once an order is placed as this information is then sealed and cannot be edited for safety and protection. Please double check your shipment address before placing an 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.
Please 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.
Cancelling Special Delivery – If a customer would like to cancel Special Delivery and the items status on account is ‘Ready to send’ there is a £3 repackaging charge to cover admin for the repackaging of the device.
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 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 £50. In case of lost or damaged item during shipping we will guarantee a compensation of value up to £50, ONLY if the customer sends us a completed Royal Mail “Lost, Damaged or Delayed inland Mail Claim Form” and proof of purchase.
Please note if a device is returned for warranty assessment and the device is accepted and repaired under warranty terms the device will be returned via 1st Class Recorded unless the customer has paid Special Delivery for return postage for second time (even if original repair was send back via Special Delivery). Customer has to inform us regarding way of postage immediately after receiving an email with confirmation of receiving of device for warranty assessment or prior to receiving a device.
Please note we do not return any packaging sent to us such as boxes (including original Apple boxes) or phone cases, bubble envelopes etc.
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 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. This fee also applies on all refund transactions.
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.
If you send a device that we do not repair or offer services for on our website.
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.
£10.00 admin fee will also apply if the diagnosis fee is £1 and no repairs are made after this diagnosis. This fee is to cover postage and packaging.
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 within 10 days of notification. Failing to do so will result in a email payment reminder, and administration and storage fees will apply and will be calculated daily until the payment is cleared. This is at a storage fee of £1.50 per day.
We reserve the right to amend our terms and conditions.