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International Customers (Outside UK):

For customers outside the UK, you will be required to arrange your own courier to get the device to us and pay an additional fee to get the device sent back to you using a secured international postal service, prices will vary depending on the destination. 

Our free postage label does not apply to international customers (Outside of the UK) if required to return your item, you shall need to arrange your own courier to return the item to us. The courier charge will not be reimbursed. 

 

Payment:

Payment can be made by Credit Card, Debit Card or Klarna Finance.

All payment has to be made prior to any repair.

 
If you have already paid using a card and the money appears to have been taken out of your account, but you received no confirmation, don't worry! This is just a pending transaction and will be refunded by your bank within 3-5 working days (time frame depending on your bank).
 

 

Prices:

Prices are subject to change. Promotional items state the price and duration and such prices only apply at the time of the promotion. All prices are inclusive of VAT and delivery charges except otherwise stated.

If services (repairs) are checked out, these need to be sent to us within a reasonable time frame (1 month) if the price has increased, the customer will be liable for paying the difference.

No Fix, No Fee Policy - This does not cover all repairs, such as water damage and diagnostic. However, each case will be individually considered and a full refund will be handed out based on our discretion. 

 

Non-Refundable Repairs:

A few of our repairs are non-refundable, this includes liquid damage repairs and/or liquid damage related repairs and diagnostics if you decide not to proceed with the repair.  

 

Warranty:

All repairs (with the exception of software related, battery and water damaged devices) come with a 3-month warranty. Battery related repairs come with 1 months warranty. This excludes faults relating to physical or accidental damage or if the device is opened whilst in your possession. If the nature of the repair falls outside the terms of your warranty or guarantee, then you may incur a charge for the repair.

Our warranty does not cover repairs on Wifi Faults on the iPhone 4 and 4S.

If you take your device to a third party repairer, this will void the warranty on your device. This includes both repaired and purchased devices.

All software related repairs will not be covered by our warranty. 

The warranty only covers the original repair. For example, if you pay for a screen repair and the screen becomes faulty, you will be covered with a 3-month warranty. If any additional faults occur that are not related to the original repair this will not be covered under warranty and will need to be paid for.

The warranty for refurbished phones and tablets sold by RV Online UK differs depending on the device and only covers manufacturing defects. If the fault is not related to this or happens outside of the warranty period, an extra cost may occur. It does not cover physical or accidental damage. 

With all refurbished devices sold by RV Online UK, the battery will only be covered by a 3-month warranty maximum.

If you purchase a refurbished mobile device from RV Online UK and you accidentally damage the device this will void all warranty. If after this you purchase a repair from RV Online UK, if applicable you will be covered under a new repair warranty. 

If the device is damaged it shall not be covered under warranty.

 
If they pay to have repaired it still will not be covered by warranty due to any future faults that may occur.
 
All warranty claims have to be reported within the warranty period and returned to our premises within two weeks from this date. 


Please note a few faults are not covered by warranty as manufacturing defects, these include: Finger Print fault, WiFi faults caused by software updates, date and time faults caused by iOS updates.

If the device you returned has been reset we will need the iCloud / Google account information to be able to test the device, without this account information we will not provide a warranty.

Warranty on all accessories sold by RV Online UK is 60 days. 

 

Liability:

If your device is damaged beyond economical repair through our negligence or willful misconduct, our liability will be limited to the cost of providing a replacement with a product that is the same or similar to your device. You have sole responsibility for any data stored on your device and we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility to keep a record of any such data.

When sending in a damaged device, our technicians will probably need to open up the device to either diagnose or repair it, this comes with an element of risk and may result in some minor damages to your device. We do everything possible to ensure this doesn't happen, however, if it does happen and the damages are significant we will offer a replacement or repair.

We will not be responsible for any damage or fault caused by a previous repair. 
 
When sending in your mobile phone or tablet device for screen repair or home button repair, RV Online UK will not be held responsible if the Touch ID feature does not work after the repair is carried out. 

 

 

Repair Process & Delays:

We aim to repair your device within 24-48 hours of receiving it. This is just an aim we target as a company, this is not a promise, as every repair varies in time and difficulty. Although 99.3% of all repairs get done on the same day, sometimes we encounter further issues that slow the repair down.

If for any reason your repair will take longer, you will be notified of the reason and the estimated completion date. Alternatively, 

If we need to order in new parts, the repair process may be delayed. We will keep you updated throughout the whole process. 

Please be aware diagnostics may take longer than usual repairs as our trained technicians take the time to look at every element of the device and check for faulty parts. 

Please be advised we cannot guarantee your device will be repaired after we diagnose the fault. 97% of devices that we diagnose are repaired.

With screen repairs on Samsung Devices there is always a chance of the LCD breaking due to the glue needed to bond the glass to the LCD, we are one of the few repairers that offer just a glass repair, which in turn passes the savings on to the customer, however occasionally the LCD may break, before this happens, we always notify the customer and the procedure about to happen and the chance of it breaking, and ask for permission to carry on, as we will not be liable for the cost of the replacement LCD.

Liquid Damage repairs can take up to 7 - 14 days.

Any Motherboard related repairs can take up to 7 - 14 days.

Any Software related repairs can take up to 7 - 14 days.

Orders which have multiple repairs or require additional repairs may take longer.

Any time estimate for completion of the repair service, which may be given to you, is an estimate only and does not form any obligation under the terms of this agreement.

If we receive your device and we find there is nothing wrong with the device, we will send it back and refund you the difference. However, there will be a £9.99 handling fee deducted, this covers postage & diagnostic costs. 

On a few iPad screen repairs occasionally fine grid lines may appear, the screen will work without any problems just light grid lines may seem apparent which will not affect the performance of the screen at all. We will be unable to refund or replace the screen based on this factor.

 

Additional Repairs:

When you send your mobile device into us for a repair, it is rigorously tested by a number of different testers and departments, sometimes additional faults are found. If we find an additional fault with your mobile device we will send you an additional repair payment request via email. It is your decision if you choose to proceed or not. If you choose to go ahead with the repair, once we receive payment, your mobile device will be passed back to our technicians to continue work, if you choose to decline, we will stop work and send the mobile device back as it is. If you have any queries about the additional repairs, please do not hesitate to get in touch with us.

 

Water Proof Repairs:

Mobile devices that are sold as being waterproof are originally sealed in the manufacturer's factory with special machines and special liquid proof gaskets. 
 
 
When we carry out a repair on a waterproof device that involves opening and closing the device we cannot guarantee that your device will be 100% waterproof after the repair process has been completed. We replace all gaskets required but only the manufacturers of the device have access to the specialised equipment required. However, we always use grade A parts and use the best possible techniques.  

 

 

Testing:

Our trained testers and technicians always test the device on arrival and before it is dispatched. We test many different aspects of the device, including the buttons, vibration, sound, cameras, charging port, Wifi, speakers, signal, front screen, LCD display, power settings and much more, to ensure we don't miss any faults and provide the best service possible.   

 

Your Data:

Please ensure your data is wiped or backed up via your operating system before sending your device to us. Our repairs are carried out in a professional manner but we can not guarantee the data will be on the mobile device when it is returned to you. We do not offer a data recovery service. Pin Locks and passwords must be removed before you send your device to us. We advise that all sim cards, memory cards and accessories are taken off the device before sending to us for repair, as we will not be liable for the loss. We may need to update your iOS to ensure the repair is carried out correctly.

By sending your mobile device to RV Online UK you agree to release us from all claims, damages or losses with respect to the mobile device, any data stored therein or on any media used in conjunction with the mobile device (This could be in the form of personal details, SMS, photos, games, songs or other data). We accept no responsibility in relation to the security, protection, confidentiality or use of such data and it is the responsibility of the customer to ensure that such data is removed from the mobile device before sending the device to RV Online UK.  

 

Cancellations:

 If you wish to cancel your repair, you must do this before you send the device, and your order will be fully refundable. Once we have received the device and depending on the repairs that need to be carried out, we may not be able to cancel, however, if we can, an additional postage charge shall be deducted from your repair cost. 

To cancel, please email [email protected] or phone 07488239563 during working hours.

We reserve the right to make changes to this website and terms and conditions. 

We operate a no fix, no fee policy.

 

Emailing & Messaging:

We aim to answer all emails and messages within 4 hours. This may be slightly longer if you email or message us during a Sunday or Bank Holiday. 

Please note, that messages left using our contact us messaging app may result in a longer response time compared to emailing us directly on [email protected]

 

Insurance:

This only covers customers who can provide a legitimate tracking code for the services we provide, your own courier services are not included.

This is up to the value of your device or £500, whichever is the cheapest amount, this will cover for a like for like replacement of the handset/tablet sent in.

The insurance is for when the device is in transit only. 

The insurance covers postal loss only. We will cover the loss of your device only when it fails to be delivered and the courier company we have used confirm the item as lost.

Lack of secure packaging can result in a claim being denied.

We may not cover the loss of any device if packaging has been tampered with and request a picture of the packaging for proof.

We will also not cover damage that has occurred due to postal handling process.

If we replace a device for a like for like model for any reason, this comes with a 3 month RV Online UK warranty, this does not cover accidental damage. If your device has been lost in the post, we are unable to refund the repair or service you previously purchased, as the work has already been carried out. Your replacement device will be in full working order. We are unable to issue a refund on a repair or service if it is replaced by a fully working handset. 

This insurance cover is provided by RV Online UK and not by Royal Mail. 

 

Diagnostic Service:

The diagnostic fee covers shipping costs only and will be deducted from any repair cost if you decide to go ahead with a repair.

The diagnostic is the process throughout the duration of the time your device is in our possession as this is an ongoing operation. 

 

Blocked Devices:

At RV Online UK we will not repair any device that has been bricked, blocked or jail-broken. The device will be sent back and the customer will be refunded, however, if it was sent in for a diagnostic or liquid damage this will not be refunded. 

If the device has no IMEI number then we will not repair the device. This is for security and warranty purposes, the device will be sent back and the customer will be refunded, if it was sent in for a diagnostic or liquid damage this will not be refunded.

 

Discounts:

Selected discount codes carry a minimum spend of £19.99 for it to become valid. Discount codes cannot be applied to additional repairs which may be required.

Selected discount codes do not apply for refurbished mobile devices and will be refunded.

 

Returns:

We will attempt a re-repair on your mobile device twice after the initial repair. If after this, the mobile device is still faulty we will issue a refund (minus postage costs). We will need to see the mobile device and make sure its faulty prior to issuing a refund. This does not include diagnostic and water damage related repairs. This does not relate to refurbished mobile devices sold by RV Online UK. 

When refunding all payments made to us, they will be repaid to the original origin of the funds due to security reasons.

 

Packaging:

Please note that if our packaging is checked out as an additional option, this is only available for 1 time being sent out and not multiple times, this service can be sent out additionally if it is checked out once again. 

 

14 Day Money Back Guarantee:

With all refurbished phones sold, we give our customers a 14-day money back guarantee, if you are unsatisfied with the device, you have 14 days to which you can return the mobile device, and get a refund if required. The 14 days starts from the day the customer receives the mobile device if for any reason the item is exchanged or repaired this does not restart the 14 days. The customer has 30 days from the date they receive the phone initially to exchange the refurbished mobile device, after these 30 days, the device can only be returned for repair.

I

VAT:

All our refurbished mobile phones are sold in subject to section 50A of the VAT Act 1994 and the VAT (Special Provisions) order 1995. A VAT Margin scheme applies, you can read more about it here

 

Error 53:

If we have carried out a liquid damage, screen or motherboard related repair on any of the following devices and error 53 appears on the device, we will not be held accountable. This is an issue with Apple and not due to the repair carried out by RV Online UK and it will not be covered by our warranty.

 
Devices Included:
 
iPad Mini 3
iPhone 5S
iPhone 6
iPhone 6 Plus
iPad Air 2
 
 
 
 

Grey Screen Of Death:

If we have carried out a repair on your iPhone and a grey screen/bar appears on the device, we will not be held accountable. This is an issue with Apple and not due to the repair carried out by RV Online UK and it will not be covered by our warranty.

 
 

 

iOS 10 Update:

We have seen a rise in LCD issues due to hard resets after updating to iOS 10, with the update, after a hard reset is done this causes the LCD to malfunction and display grid lines across the screen. This is an issue with Apple and not due to a repair or phones sold by RV Online UK and it will not be covered by our warranty.

 

iOS 11 Update:

We have seen a rise in LCD issues due updating to iOS 10, with the update, after the update, a wide variety of issues are currently being caused, from screen glitching to poor battery life. We advise that our customers do not update to any new iOS until patches are released and all problems rectified. This is an issue with Apple and not due to a repair or phones sold by RV Online UK and it will not be covered by our warranty.

 

Complaints:

If you wish to make a complaint, please email [email protected] or call 07488239563 during working hours. 

 

RV Online UK

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