Mail-In Repair Policy

Last updated: 19 August 2026

K1 Tech Care Ltd
62 Station Road
Clacton-on-Sea
Essex
CO15 1SP
United Kingdom

This Mail-In Repair Policy applies when a customer sends or delivers a device to K1 Tech Care Ltd for inspection, diagnosis, quotation, repair or another agreed service.

It should be read together with our Terms & Conditions, Returns & Refunds Policy, Warranty Policy and Privacy Policy.

Nothing in this policy excludes or restricts statutory rights or remedies that cannot lawfully be excluded.

1. Sending Your Device

Customers are responsible for packaging their device securely and using a suitable tracked delivery service when sending a device to K1 Tech Care Ltd.

We strongly recommend using a service with appropriate compensation/insurance for the value of the device.

Unless we have expressly agreed otherwise, the customer is responsible for arranging and paying for delivery of the device to us.

K1 Tech Care is not responsible for loss or damage occurring before the device has been delivered to us where that loss or damage was not caused by K1 Tech Care.

Customers should retain proof of postage and tracking information.

Please do not send unnecessary accessories, SIM cards, memory cards, cases, chargers or other personal items unless they are required for diagnosis or specifically requested.

Any accessories supplied with the device should be listed on the Mail-In Repair Form where possible.

2. Information to Include

Where available, customers should complete the Mail-In Repair Form and include it with the device.

If the form cannot be printed, please include a clearly written note containing:

Full name
Telephone number
Email address
Return delivery address
Device make and model
Description of the reported fault
Repair or service requested
Details of previous repairs or modifications
Known physical or liquid damage
Any other information relevant to the repair

A temporary device passcode may be provided where reasonably necessary for diagnosis or testing.

Customers should not provide Apple ID, Google, Microsoft, banking, email, social-media or other account passwords unless specifically requested and necessary for an agreed service.

3. Device Ownership

By sending or delivering a device to K1 Tech Care, you confirm that:

you are the legal owner of the device; or
you have the legal owner’s authority to arrange inspection and repair.

We may request reasonable proof of identity, ownership, purchase or authorisation where necessary.

We may refuse to inspect or repair a device where we reasonably suspect that it is stolen, unlawfully obtained, counterfeit, blacklisted, subject to an ownership dispute or connected with fraudulent or criminal activity.

Where appropriate and legally permitted, suspected criminal activity may be reported to the relevant authorities.

4. Backups and Customer Data

Customers should back up important data before sending a device to us wherever reasonably possible.

Electronic devices can fail unexpectedly, and diagnosis, repair, component failure, software procedures, storage-device faults or the existing condition of a device may result in data being lost, corrupted, reset or becoming inaccessible.

K1 Tech Care does not guarantee preservation of customer data unless data recovery, backup or transfer has specifically been purchased and agreed as a service.

Customers remain responsible for maintaining appropriate backups.

Nothing in this section excludes liability that cannot lawfully be excluded.

Your existing policy already has the right principle here; I have simply made the wording more consistent with your general Terms.

5. Privacy, Passcodes and Access to Customer Data

Where a device passcode is reasonably required for diagnosis, repair or post-repair testing, it will be used only to the extent reasonably necessary for the agreed service.

Our technicians should not intentionally access personal photographs, messages, documents, accounts or other private information unless such access is reasonably necessary for diagnosis, testing or a service specifically requested by the customer.

Customers should remove or protect particularly sensitive information wherever reasonably possible before sending the device.

Passcodes and personal information supplied for a repair will be handled in accordance with our Privacy Policy and applicable data-protection law.

Customers should change any temporary passcode supplied for repair after the device has been returned.

6. Activation Locks and Device Security

Where reasonably necessary for diagnosis or testing, the customer may need to remove or temporarily disable security features such as:

Apple Find My / Activation Lock
Google Factory Reset Protection
Device passcodes
Other manufacturer activation or security systems

We will only request access or removal where reasonably necessary for the agreed repair or testing.

If security restrictions prevent adequate testing, we may be unable to fully diagnose the device, confirm that a repair has been successful or complete warranty testing.

7. Receipt, Inspection and Initial Assessment

When a device arrives, we may record its condition and inspect or test it before confirming or starting the repair.

The symptoms described by a customer do not necessarily identify the underlying cause of a fault.

Inspection may identify additional faults or damage, including:

liquid or corrosion damage;
previous repair damage;
damaged connectors;
missing components;
damaged screws or housings;
motherboard or board-level faults;
damaged flex cables;
software faults;
battery or charging faults;
other previously unidentified problems.

Where appropriate, we may photograph the device before, during or after repair for diagnostic, condition-recording, quality-control, warranty or dispute-resolution purposes.

Such records will be handled in accordance with our Privacy Policy.

8. Quotations and Additional Work

Any price provided before physical inspection may be an estimate unless expressly stated to be a fixed quotation.

If inspection identifies additional faults or a materially different repair requirement, we may provide a revised quotation.

We will not normally carry out materially additional chargeable work without customer authorisation.

Where a customer declines to proceed after diagnosis or inspection, any previously disclosed or agreed diagnostic, inspection, labour, handling, packaging or return-delivery charge may remain payable where legally permitted.

We will communicate any applicable charge before the customer becomes liable for it where required by law.

9. Distance Contracts and Cancellation Rights

Where a consumer books a mail-in repair at a distance, statutory cancellation rights may apply.

Where applicable, the consumer will normally have 14 days from conclusion of the service contract to cancel.

If the customer expressly requests that diagnosis or repair work begins before the cancellation period ends, a proportionate amount may be payable for services properly performed before cancellation where permitted by law.

Where a service has been fully performed during the cancellation period following the customer’s express request and any legally required acknowledgement, the statutory cancellation right may cease in accordance with applicable law.

Nothing in this section removes any other statutory right.

10. Previous Repairs, Modifications and Existing Damage

Customers should disclose previous repairs, modifications, liquid exposure, physical damage or other known problems before sending a device.

Previous repair work may include:

missing screws or shields;
damaged connectors;
damaged tracks or pads;
non-standard replacement parts;
poor soldering;
adhesive damage;
missing components;
structural damage;
other defects.

K1 Tech Care is not responsible for pre-existing damage or defective workmanship caused by previous repairs or modifications.

Where previous work or existing damage makes repair unsafe, unreliable or commercially unreasonable, we may refuse or discontinue the repair.

If additional work is required, we will normally contact the customer before undertaking materially additional chargeable work.

This preserves the useful protection already contained in your policy.

11. Liquid-Damaged and Severely Damaged Devices

Liquid-damaged, corrosion-damaged, impact-damaged and severely damaged devices can contain multiple faults and may be unpredictable.

Repairing one identified fault does not guarantee that another unrelated component will not subsequently fail.

Where relevant, limitations associated with liquid damage, corrosion, board-level repair or severe physical damage will be explained before or during the repair process.

Warranty coverage will be determined under the Warranty Policy applicable to the particular repair, together with the customer’s statutory rights.

12. Repair Times

Any repair or turnaround time provided is an estimate unless expressly agreed otherwise.

Completion can be affected by:

parts availability;
additional faults;
diagnostic requirements;
board-level repair;
customer approval delays;
activation or security restrictions;
software issues;
courier delays;
supplier delays;
circumstances outside our reasonable control.

We will aim to complete repairs within a reasonable time and as quickly as reasonably practicable.

13. Replacement Parts

Depending on the repair, customer choice and availability, replacement components may be:

genuine;
original-equipment;
reclaimed;
aftermarket;
another clearly identified grade.

Where different options are available, the applicable part type, price and warranty should be confirmed before the repair is authorised.

Some manufacturers may display system notifications, component warnings or repair-history information after certain parts are replaced.

Where reasonably possible, we will explain relevant expected notifications.

A manufacturer-generated notification does not, by itself, establish that a replacement component or repair is defective.

14. Removed and Replaced Parts

Unless otherwise agreed before the repair, removed defective parts may be retained by K1 Tech Care for recycling, responsible disposal, warranty processing, supplier exchange requirements or component recovery where lawful and appropriate.

If the customer requires a removed component to be returned, this should be requested before the repair is carried out.

Some components cannot reasonably be returned because of supplier exchange arrangements, hazardous-material requirements or other legitimate restrictions.

15. Repair Standard and Statutory Rights

K1 Tech Care will carry out repair services with reasonable care and skill as required by applicable UK consumer law.

Nothing in this policy or our Warranty Policy is intended to restrict statutory rights or remedies that cannot lawfully be excluded.

16. Payment

Payment may be required:

before repair;
during the repair process;
before release;
before return delivery;

depending on the service and payment arrangements communicated to the customer.

Available payment methods may include:

debit or credit card;
secure payment link;
bank transfer;
other payment methods offered by K1 Tech Care.

Where payment is properly due and remains outstanding, K1 Tech Care may retain the device until the amount due has been paid, to the extent permitted by law.

17. Return Delivery

Once the repair is completed and any required payment has been received, the device will be returned using the agreed delivery method.

Customers are responsible for providing a complete and accurate return address.

Customers should inspect returned parcels promptly and notify us of apparent transit damage as soon as reasonably possible.

If a parcel is returned because:

an incorrect or incomplete address was supplied;
delivery was refused;
delivery could not be completed;
the parcel was not collected;

reasonable additional postage and handling costs may apply before the device is resent, where those costs are properly recoverable.

Nothing in this section changes responsibility for delivery where applicable consumer law provides otherwise.

18. Declined or Unrepaired Devices

If the customer decides not to proceed after diagnosis or quotation, we can return the device once any properly disclosed and legally recoverable charges have been dealt with.

Charges may include previously disclosed:

diagnostic fees;
inspection fees;
agreed labour;
packaging charges;
handling charges;
return-delivery charges.

The device may sometimes need to be returned unrepaired or partially disassembled where its condition makes safe or economical reassembly impracticable.

Where this is identified before return, we will explain the circumstances where reasonably possible.

19. International Mail-In Repairs

Customers sending devices from outside the United Kingdom are responsible for appropriate:

packaging;
shipping;
insurance;
customs documentation;
import/export information.

Unless expressly agreed otherwise, the customer is responsible for customs duties, import VAT, clearance charges, taxes and similar destination or transit charges.

Where appropriate, customers should accurately identify the shipment as a device being temporarily sent for repair in accordance with applicable customs procedures.

K1 Tech Care cannot guarantee that a customs authority will accept a particular customs treatment or exemption.

20. Repair Warranty

Repairs are covered by the K1 Tech Care Warranty Policy applicable to the particular repair or replacement component.

The applicable commercial warranty period should be stated on the repair listing, quotation, invoice, receipt or other applicable documentation.

Warranty coverage normally relates to the specific repair performed or replacement component supplied and does not automatically extend to unrelated faults.

The separate Warranty Policy explains warranty exclusions, inspection requirements and claim procedures.

Nothing in our commercial warranty removes or restricts statutory consumer rights.

Your existing policy correctly directs the customer to the applicable repair warranty rather than trying to reproduce the entire warranty policy here.

21. Warranty Returns

If a customer believes that a repaired device has developed a fault covered by the applicable warranty, they should contact K1 Tech Care before arranging return.

The device may need to be inspected and tested to establish whether the reported issue relates to the original repair.

If inspection confirms a valid warranty issue, the matter will be dealt with under the applicable Warranty Policy and statutory rights.

If the reported issue is unrelated to the original repair or falls outside the applicable commercial warranty, we will explain any proposed additional charge before carrying out materially additional work.

22. Uncollected or Unclaimed Devices

Customers should respond within a reasonable period to quotations, payment requests, collection notifications and requests for information.

Where a device remains unclaimed or we cannot obtain instructions, we may contact the customer using the contact information provided.

Reasonable storage charges may apply where properly disclosed and permitted by law.

If a device remains unclaimed for an extended period, K1 Tech Care may take appropriate lawful steps to recover outstanding charges or deal with the device.

Any sale, disposal or other action concerning an uncollected device will be taken only after appropriate notice and in accordance with applicable law.

This is safer than giving yourself an automatic right to dispose of a device after a fixed period.

23. Fraud, Abuse and Misrepresentation

K1 Tech Care may refuse or suspend a repair where there are reasonable grounds to suspect:

fraud;
dishonest misrepresentation;
stolen property;
payment fraud;
chargeback abuse;
deliberate concealment of relevant information;
unlawful use of our services.

Where appropriate, suspected criminal activity may be reported to payment providers, insurers, marketplaces, police or other relevant authorities.

Any disclosure of personal information will only be made where permitted or required by law.

24. Evidence and Warranty Disputes

For legitimate business purposes including warranty assessment, fraud prevention, chargeback defence and dispute resolution, K1 Tech Care may retain reasonable records relating to the device and repair.

These may include:

photographs;
device identifiers;
serial numbers;
condition reports;
diagnostic results;
repair records;
payment records;
communications;
delivery records;
warranty inspection records.

Such information will be handled in accordance with our Privacy Policy and applicable data-protection law.

Submission of a warranty claim does not automatically mean that the claim has been accepted.

Where inspection reasonably establishes that a fault resulted from subsequent accidental damage, liquid exposure, incorrect installation, tampering or unrelated failure rather than the original repair, the commercial warranty may not apply.

This is one of the most useful additions for protecting K1 Tech Care against dishonest warranty claims.

25. Limitation of Liability

Nothing in this policy excludes or limits liability where doing so would be unlawful.

This includes liability that cannot lawfully be excluded under UK consumer law, death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or other non-excludable liability.

Subject to applicable law, K1 Tech Care will not be responsible for losses that were not reasonably foreseeable when the service contract was entered into.

Where a customer is acting wholly or mainly for business purposes, additional provisions in the applicable Trade Accounts Terms or Terms & Conditions may apply.

26. Events Outside Our Reasonable Control

K1 Tech Care is not responsible for delays or failure to perform caused by circumstances genuinely outside our reasonable control, including:

major courier disruption;
severe weather;
fire or flood;
power failures;
communications failures;
supply-chain disruption;
parts shortages;
government restrictions;
other events that could not reasonably have been prevented.

This does not affect statutory rights that cannot lawfully be excluded.

27. Changes to This Policy

We may update this Mail-In Repair Policy to reflect changes to our services, procedures or applicable law.

The version applicable to a repair will normally be the version made available when the relevant service contract was entered into, subject to changes required by law.

28. Acceptance

By submitting a mail-in repair request and sending or delivering a device to K1 Tech Care, the customer acknowledges that they have been provided with this Mail-In Repair Policy and the applicable Terms & Conditions.

Where express agreement is required by law, including a request to start a distance-contract service during an applicable cancellation period, we will obtain that agreement separately where required.

29. Contact

K1 Tech Care Ltd
62 Station Road
Clacton-on-Sea
Essex
CO15 1SP
United Kingdom