Mail-In Repair Policy
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 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, Privacy Policy and any applicable repair warranty terms.
1. Sending Your Device
Customers are responsible for packaging their device securely and using a suitable tracked and adequately insured delivery service when sending a device to K1 Tech Care Ltd.
Unless we have specifically agreed otherwise in writing, the customer is responsible for the device while it is in transit to us. K1 Tech Care Ltd is not responsible for loss, theft, delay or damage occurring before the device is received by us, except where liability cannot lawfully be excluded.
Please do not include unnecessary accessories, SIM cards, memory cards, cases or other personal items unless they are required for diagnosis or we have specifically requested them.
2. Information to Include
Please complete our Mail-In Repair Form and include it with your device wherever possible.
If you cannot print the form, include a clearly written note containing:
- Your full name
- Telephone number
- Email address
- Return address
- Device make and model
- Description of the fault
- Any relevant passcode required for testing, where appropriate
- Details of any previous repairs or known damage
- The repair/service requested
Please do not provide account passwords unless specifically required and agreed.
3. Device Ownership
By sending a device to K1 Tech Care Ltd, you confirm that you are the legal owner of the device or have the owner’s authority to arrange the repair.
We reserve the right to request proof of identity, proof of ownership or other information where reasonably required.
We may refuse to work on devices that we reasonably suspect are lost, stolen, unlawfully obtained, counterfeit, blacklisted or connected with fraudulent activity.
4. Backups and Customer Data
Customers should back up all important data before sending a device to us wherever reasonably possible.
Repairs, diagnostics, software work, component failure or the condition of the device may result in data being lost, corrupted or requiring deletion or restoration.
K1 Tech Care Ltd cannot guarantee preservation of data during diagnosis or repair.
Customers remain responsible for maintaining appropriate backups of their data.
5. Device Locks and Testing
Where reasonably necessary to diagnose and test a device, customers should remove activation locks or provide an appropriate device passcode.
This may include Apple Activation Lock, Find My, Google Factory Reset Protection or similar security features.
If we cannot adequately test the device because it remains locked, this may affect our ability to diagnose the fault, complete the repair or provide warranty testing.
6. Inspection and Diagnosis
When your device arrives, we may inspect and test it before confirming the repair.
The fault described by the customer may not always identify the underlying cause of the problem.
Additional faults may be discovered during inspection, including liquid damage, previous repair damage, damaged connectors, missing components, board-level faults or other problems that were not apparent before the device was opened or tested.
7. Quotations and Additional Work
Any price provided before physical inspection may be an estimate only.
If the required repair differs from the repair originally requested, we may contact you with a revised quotation before carrying out additional chargeable work.
We will not normally carry out materially additional chargeable work without your authorisation.
If you decline the revised quotation, diagnostic, inspection, labour, handling and return delivery charges may apply where appropriate and where permitted by law.
8. Previous Repairs and Existing Damage
You should tell us about any previous repairs, modifications, liquid exposure, physical damage or known problems before sending your device.
We are not responsible for pre-existing damage, faults or defective workmanship caused by previous repairs or modifications.
Where previous repair work makes further repair unsafe, unreliable or commercially unreasonable, we reserve the right to refuse or discontinue the repair.
9. Repair Times
Any repair or turnaround time quoted is an estimate unless we expressly agree otherwise.
Repair times can be affected by parts availability, additional faults, diagnostic requirements, customer approval delays, manufacturer restrictions, courier delays or other circumstances outside our reasonable control.
We will aim to complete repairs as quickly as reasonably possible but cannot guarantee a particular completion date unless specifically agreed.
10. Replacement Parts
Depending on the repair selected and parts availability, replacement parts may be genuine, original-equipment, reclaimed, aftermarket or another clearly described grade.
Where different part options are available, the applicable option and price should be confirmed before repair.
Some devices may display system notifications after installation of replacement components. Such notifications do not necessarily indicate that the replacement part or repair is defective.
11. Payment
Payment may be required before repair, during the repair process or before the repaired device is returned.
Available payment methods may include card payment, payment link, bank transfer or another payment method offered by K1 Tech Care Ltd.
A repaired device may be retained until all amounts properly due for the relevant service have been paid, subject to applicable law.
12. Return Delivery
Once the repair is completed and payment has been received where required, the device will be returned using the delivery method agreed or selected.
Customers are responsible for providing a complete and accurate return address.
Where a parcel is returned to us because an incorrect or incomplete address was supplied, delivery was refused or the parcel was not collected, additional postage and handling charges may apply before it is resent.
13. Return of Unrepaired Devices
If you decide not to proceed with a repair following inspection or quotation, we can return the device to you.
Reasonable diagnostic, inspection, handling, packaging and return postage charges may apply depending on the work already performed and the circumstances of the service.
These charges will be communicated where applicable.
14. International Mail-In Repairs
Customers sending devices from outside the United Kingdom are responsible for appropriate packaging, shipping, insurance, customs declarations and compliance with applicable import/export requirements.
Any customs duties, import VAT, clearance charges, taxes or other charges imposed in connection with international shipments are the customer’s responsibility unless we expressly agree otherwise in writing.
International customers should clearly describe the shipment appropriately for customs purposes as a device being sent for repair where applicable.
15. Repair Warranty
Repairs are covered by the applicable K1 Tech Care repair warranty stated for the particular repair or replacement part.
Warranty coverage applies to the specific repair or replacement part supplied and does not automatically cover unrelated faults.
Warranty does not cover new physical damage, accidental damage, liquid damage, misuse, tampering, subsequent unauthorised repairs or other exclusions stated in our applicable warranty terms.
Nothing in this policy affects rights that cannot lawfully be excluded under UK consumer law.
16. Uncollected or Unclaimed Devices
Customers should respond promptly to quotations, payment requests and collection or return communications.
Where a device remains unclaimed or the customer cannot be contacted for an extended period, storage charges and ultimately further action regarding the device may apply in accordance with our main Terms & Conditions and applicable law.
17. Fraud and Misrepresentation
We reserve the right to refuse service, suspend a repair or retain relevant records where we reasonably suspect fraud, dishonest misrepresentation, stolen property, payment fraud or abuse of our services.
Where appropriate, suspected criminal activity may be reported to the relevant authorities.
18. Limitation of Liability
Nothing in this policy excludes or limits liability where doing so would be unlawful.
Subject to applicable law, K1 Tech Care Ltd is not responsible for indirect or consequential losses arising from a mail-in repair, including loss of business, loss of profit or loss resulting from failure to maintain an appropriate backup.
19. Acceptance of This Policy
By sending or delivering a device to K1 Tech Care Ltd under our Mail-In Repair service, you confirm that you have read and accepted this Mail-In Repair Policy together with our applicable Terms & Conditions.
20. Contact
K1 Tech Care Ltd
62 Station Road
Clacton-on-Sea
Essex
CO15 1SP
United Kingdom
Email: info@k1techcare.com
Telephone: +44 1255 754771