Returns & Refunds Policy
Last updated: 19 August 2026
Website, in-store, repair and mail-in orders
This policy explains how K1 Tech Care Ltd handles cancellations, returns, refunds, faulty goods and repair-service cancellations.
It should be read together with our Terms & Conditions, Warranty Policy, Repair Policy and Mail-In Repair terms.
Nothing in this policy excludes, restricts or replaces any statutory consumer right or remedy that cannot lawfully be excluded.
1. Who This Policy Applies To
This policy applies to eligible:
- online purchases;
- in-store purchases;
- parts and accessories;
- devices and other goods;
- repair bookings;
- repair services;
- mail-in repairs;
- diagnostic services;
- deposits;
- returns, replacements and refunds.
Different legal rules can apply depending on whether goods were purchased online or in-store, whether a product is faulty, and whether the transaction concerns goods or services.
2. Your Statutory Rights
Goods supplied by K1 Tech Care must meet the standards required by applicable UK consumer law, including being as described, of satisfactory quality and fit for purpose where applicable.
Services must be provided with the level of care and skill required by law.
Our commercial Warranty Policy is additional to these rights and does not replace them.
3. Change-of-Mind Cancellation for Online Orders
Consumers purchasing eligible goods through our website or another distance-selling method normally have the right to cancel without giving a reason.
You must normally tell us that you wish to cancel within 14 days after receiving the goods.
After notifying us of cancellation, you normally have a further 14 days to return the goods.
Please contact K1 Tech Care before returning an item so that we can provide appropriate return instructions.
The statutory cancellation right is subject to the exceptions provided by law.
4. Condition of Change-of-Mind Returns
You may inspect an online purchase to establish its nature, characteristics and functioning in broadly the same way that you could reasonably inspect it in a shop.
You are responsible for taking reasonable care of goods while they are in your possession.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning and this has reduced their value, we may make an appropriate deduction from the refund where permitted by law.
Examples that may materially reduce the value of an electronic replacement component include, depending on the circumstances:
- installation marks;
- adhesive residue;
- damaged or altered connectors;
- torn or creased flex cables;
- soldering or heat marks;
- scratches or physical damage;
- missing protective materials;
- missing accessories or components;
- contamination;
- modification or alteration.
Whether a deduction is appropriate will depend on the circumstances and applicable law.
We will not automatically refuse a statutory cancellation merely because packaging has been opened.
5. Electronic Parts and Self-Installation
Replacement electronic components can be fragile and may require specialist knowledge, equipment and installation techniques.
Customers should carefully inspect and, where reasonably possible, test a replacement component before permanent installation.
Where a customer exercises a change-of-mind cancellation right after handling a component beyond what was reasonably necessary to inspect it, we may make a lawful deduction reflecting any reduction in value.
This is separate from a claim that a product was faulty when supplied.
Installing or opening a component does not automatically remove statutory rights concerning genuinely faulty goods.
However, K1 Tech Care is not responsible under its commercial warranty for damage caused by incorrect installation, excessive pressure, damaged connectors, torn flex cables, soldering or heat damage, electrical damage, incorrect tools, liquid exposure, misuse or other customer/installer-caused damage.
Warranty claims are handled under our separate Warranty Policy.
6. Faulty, Misdescribed or Incorrect Goods
If you believe a product is faulty, damaged when supplied, materially misdescribed or not the product ordered, please contact us as soon as reasonably possible.
We may request reasonable information such as:
- order number;
- photographs;
- video;
- product SKU or serial number;
- description of the fault;
- installation information where relevant.
We may also require the product to be returned for inspection where reasonably necessary.
Customers should not deliberately continue using a product where doing so could cause further damage or create a safety risk.
Nothing in this policy imposes a 7-day or 48-hour deadline that removes statutory rights if a fault is reported later.
7. Short-Term Right to Reject Faulty Goods
Where the statutory short-term right to reject applies, consumers generally have 30 days in which to reject goods that do not conform to the contract and obtain the remedy provided by law.
Different rules and remedies may apply after that period, including repair or replacement and, where legally applicable, price reduction or final rejection.
Our commercial warranty periods do not shorten these statutory rights.
8. Inspection of Faulty Returns
Submitting a return or warranty request does not automatically establish that the product was defective when supplied.
K1 Tech Care may reasonably inspect and test returned goods to determine the cause of the reported problem.
We may document:
- physical condition;
- serial numbers and identifiers;
- connectors and flex cables;
- liquid or corrosion evidence;
- installation marks;
- electrical or heat damage;
- diagnostic/test results;
- photographs or video.
If inspection reasonably establishes that the product failed because of customer-caused damage, incorrect installation, misuse, modification or another external cause rather than an inherent defect, we may decline a commercial warranty claim.
This does not permit us to refuse statutory remedies where the product itself was non-conforming when supplied.
9. Goods Damaged by the Customer
A customer does not have a right to treat customer-caused damage as though the product was supplied faulty.
For example, GOV.UK guidance states that an in-store customer does not have to be refunded where they damaged an item while attempting to repair it themselves or having someone else repair it, although other remedies may still potentially apply depending on the circumstances.
We therefore reserve the right to investigate returned goods and distinguish between:
an inherent product defect
and
damage occurring after supply.
10. Incorrect Product Ordered by the Customer
Customers are responsible for checking compatibility information before ordering unless K1 Tech Care expressly confirms compatibility based on information supplied by the customer.
For eligible online purchases, ordering the wrong compatible model does not necessarily remove statutory cancellation rights.
However, the product must be returned in accordance with the applicable cancellation rules, and any lawful deduction for diminished value may apply.
For in-store purchases, change-of-mind rights differ as explained below.
11. In-Store Purchases
We do not generally offer refunds for an in-store purchase simply because the customer has changed their mind, ordered the wrong item or no longer wants the product, unless K1 Tech Care expressly agrees otherwise.
This does not affect statutory rights where goods are faulty, misdescribed, not fit for purpose where applicable, or otherwise fail to conform to the contract.
Any discretionary exchange or store credit offered for a non-faulty in-store purchase is a goodwill arrangement and does not alter statutory rights.
12. Used, Reclaimed and Graded Goods
Used, reclaimed or graded products will be identified accordingly on the relevant product listing.
Their condition should be considered when assessing what constitutes satisfactory quality.
The commercial warranty period applicable to each individual product is displayed in the Product Information / Additional Information section of the product page and/or relevant sales documentation.
There is no universal 30-day commercial warranty simply because an item is used or reclaimed.
Reasonable cosmetic signs of previous use that were accurately described or apparent at purchase are not themselves faults.
13. Product-Specific Warranty Periods
Warranty periods vary between products.
For example, different displays, batteries, earpieces, accessories or other components may carry different commercial warranty periods.
The applicable period is displayed within the Product Information / Additional Information for the individual product.
Full warranty coverage, exclusions and claim procedures are contained in our separate Warranty Policy.
The expiry of a commercial warranty does not automatically extinguish statutory consumer rights.
14. Repair Services and Diagnostic Work
Repairs, diagnosis and inspection are services and are subject to consumer-law requirements applicable to services.
Where diagnostic, inspection or repair work has already been properly carried out, the fact that a customer subsequently decides not to proceed with additional work does not automatically entitle them to a refund of services already supplied.
Any diagnostic or inspection charge should be communicated where required before the service is undertaken.
Where additional repair work is identified after diagnosis, we will normally seek appropriate authorisation before carrying out materially additional chargeable work.
Services supplied by K1 Tech Care remain subject to statutory requirements, including the requirement to exercise reasonable care and skill.
15. Distance Repair Bookings and Early Start of Services
Where a repair service is booked at a distance and statutory cancellation rights apply, customers may have a cancellation period.
If a customer expressly asks K1 Tech Care to begin providing the service before that cancellation period expires, the customer may be required to pay a proportionate amount for work properly performed before cancellation, where the legal requirements for doing so have been met.
Where a service has been fully performed during the cancellation period following the customer’s express request and required acknowledgement, cancellation rights may be affected in accordance with applicable law.
We recommend ensuring your online/mail-in repair checkout records this express request before you rely on it. Current CMA guidance recognises proportionate payment for work already performed where the consumer properly requests early performance.
16. Booking Deposits
Where a deposit is required to reserve an appointment or service, the amount and applicable conditions will be communicated before payment where required.
Deposits are not automatically non-refundable in every circumstance.
Where the customer cancels, fails to attend or otherwise breaches the booking agreement, K1 Tech Care may retain an amount that is reasonable and proportionate to the actual loss caused by the cancellation, including appropriate costs already incurred.
We will take reasonable steps to reduce avoidable losses where appropriate.
CMA guidance says cancellation charges should reflect genuine losses and that blanket forfeiture of large deposits can be unfair.
17. Mail-In Repairs
Customers sending devices to K1 Tech Care are responsible for packaging them securely and using an appropriate tracked and insured delivery method.
We recommend retaining proof of postage and tracking information.
K1 Tech Care is not responsible for loss or damage occurring before the parcel is delivered into our possession where that loss or damage was not caused by us.
If a customer declines a repair after diagnosis, reasonable diagnostic charges, agreed costs and return postage may remain payable where properly disclosed and legally recoverable.
We do not operate a general no-fix-no-fee policy unless expressly stated for a particular service.
18. Return Shipping
For a change-of-mind cancellation, the customer will normally be responsible for the direct cost of returning goods unless K1 Tech Care has agreed to pay it or applicable law requires otherwise.
Where goods are faulty, incorrect or otherwise non-conforming and K1 Tech Care is legally responsible for the return costs, we will handle reasonable return costs in accordance with applicable law.
Customers should use appropriate packaging to prevent return-transit damage.
Where the customer independently chooses a premium return method without our agreement, we may not be responsible for costs exceeding a reasonable return method.
19. International Orders
International customers may be responsible for import duties, local taxes, customs charges and carrier handling fees imposed by the destination country unless we expressly state otherwise.
If a parcel is returned because the customer refuses delivery, fails to collect it, provides an incorrect address or fails to pay applicable import charges, reasonable costs actually incurred may be deducted from any refund where permitted by law.
This does not affect remedies where goods are faulty, misdescribed or otherwise non-conforming.
Mandatory consumer rights applicable to an international customer may vary according to the circumstances and applicable law.
20. Refund Amount for Online Cancellations
Where a valid distance-sale cancellation applies, we will refund the amounts required by law.
This normally includes the price paid for the goods and the applicable standard outbound delivery charge.
If the customer selected a more expensive delivery method than our least expensive standard delivery option, we are not normally required to refund the additional premium delivery cost.
A lawful deduction may be made for diminished value resulting from handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.
21. Refund Timing
Where a refund is due, we will process it within the applicable statutory timeframe.
For online cancellation of goods, refunds are generally due within 14 days after we receive the returned goods or appropriate evidence that they have been sent back, subject to the applicable rules.
Refunds will normally be made using the original payment method unless another lawful method is agreed.
Banks, card issuers and payment providers may require additional processing time after K1 Tech Care has issued the refund.
22. Replacements and Repairs
Where goods are faulty, the remedy available depends on the circumstances and applicable consumer law.
Depending on the timing and nature of the fault, the customer may have rights including rejection and refund, repair, replacement, price reduction or final rejection.
K1 Tech Care will not substitute its own commercial warranty remedy for a statutory remedy where the customer is legally entitled to something different.
Where a replacement is provided, its effect on statutory rights will be determined by applicable law.
23. Goodwill Refunds and Replacements
K1 Tech Care may occasionally provide a refund, replacement, credit or other remedy as a gesture of goodwill where we are not legally required to do so.
A goodwill resolution does not constitute an admission of liability and does not establish an entitlement to the same outcome in another transaction.
It does not restrict statutory rights.
24. Fraudulent or Abusive Return Claims
We reserve the right to investigate suspected fraudulent or materially misleading return, refund, warranty or chargeback claims.
We may retain appropriate evidence including:
- photographs;
- serial numbers;
- identifying marks;
- diagnostic results;
- transaction records;
- correspondence;
- tracking records;
- condition reports.
Where there are reasonable grounds to suspect fraud, evidence may be supplied to payment providers, marketplaces, insurers or appropriate authorities where lawful.
This provision does not allow K1 Tech Care to refuse a genuine statutory claim simply because it is inconvenient or disputed.
25. Return Authorisation
We strongly recommend contacting K1 Tech Care before sending a return so that we can identify the order and provide appropriate instructions.
Failure to obtain a return reference does not by itself remove statutory rights.
Unidentified returns may take longer to process because we must establish the customer and transaction to which they relate.
26. Proof of Purchase
We may request reasonable proof of purchase when processing a return, refund or warranty claim.
Acceptable evidence may include an order confirmation, receipt, invoice, transaction record or other reasonable evidence showing that the item was purchased from K1 Tech Care.
27. Return Address
Returns authorised for delivery to our premises should be sent to:
K1 Tech Care Ltd
62 Station Road
Clacton-on-Sea
Essex
CO15 1SP
United Kingdom
Please do not send a device or product without sufficient identifying information for us to match it to the relevant customer/order.
28. Contact Us
For returns, faulty products, refunds or cancellation enquiries:
K1 Tech Care Ltd
Contact Us page
Telephone: +44 1255 754771
Website: www.k1techcare.com
29. Changes to This Policy
We may update this policy from time to time to reflect changes in our business, procedures or applicable law.
The version applicable when the relevant contract was formed will normally apply to that transaction unless a subsequent change is required by law or expressly agreed.
Changes will not retrospectively remove rights already acquired by a customer.
30. Relationship With Other K1 Tech Care Policies
This Returns & Refunds Policy should be read together with our:
Terms & Conditions
Warranty Policy
Repair Policy
Mail-In Repair terms
Privacy Policy
Where a commercial warranty claim concerns a product defect, our Warranty Policy explains the warranty assessment procedure.
Where statutory rights apply, those rights take precedence over any inconsistent commercial policy.
K1 Tech Care Ltd
62 Station Road, Clacton-on-Sea, Essex, CO15 1SP
www.k1techcare.com