Service, Repair & Diagnostic Policy

1. Device Intake

When submitting a device for repair, existing condition (scratches, dents, screen damage) should be recorded by both the customer and the receiving technician or store. Photographs are recommended.

2. Diagnostics

Initial diagnostics may be required to determine the underlying fault. A diagnostic fee may apply, which will be communicated before work begins. Diagnostic findings may reveal additional or different issues from the original description.

3. Estimates and Customer Approval

Before proceeding with chargeable repair work, an estimate should be provided and customer approval obtained. Additional costs beyond the original estimate require further approval.

4. Parts

Replacement parts may be new, refurbished, or compatible equivalents. Parts availability varies and may affect repair timelines. Customer-supplied parts are used at the customer's risk.

5. Data Backup

Customers should back up important data before submitting a device. Hire IT Expert and its technicians take reasonable care but cannot guarantee that data will be preserved during repairs. Data loss can occur despite reasonable precautions.

6. Device Passwords

Where device access is required, password handling follows approved processes. Passwords should not be submitted through normal public forms. Technicians should not retain customer passwords after the service is completed.

7. Repair Testing

Repaired devices are tested before return where practical. Testing may include powering on, running basic diagnostics, and verifying the reported fault has been addressed.

8. Collection and Delivery

Customers should collect repaired devices promptly. Delivery options may be available for certain services.

9. Uncollected Devices

Devices not collected within a reasonable period after notification will be stored securely. Items left unclaimed for more than 90 days after notification of completion will be disposed of or sold to recover diagnostic and storage costs, in accordance with applicable UK laws.

10. Warranty

See our Warranty Information page for details about repair and parts warranty coverage.

11. Repeat Faults

If the same fault recurs within the warranty period, please contact us with your service reference. The device will be re-examined and the warranty process applied.

12. Beyond Economical Repair

Some devices may be beyond economical repair. In such cases, the customer will be informed and the device returned. A diagnostic fee may still apply.

13. Disposal

Devices or components are only recycled or disposed of with explicit customer authority.