REPAIR POLICY
Last updated: 19 August 2026
K1 Tech Care Ltd
62 Station Road
Clacton-on-Sea
Essex
CO15 1SP
United Kingdom
This Repair Policy applies primarily to devices booked, delivered or left with K1 Tech Care Ltd at our premises for inspection, diagnosis, quotation, repair or another agreed technical service.
Customers sending devices to us by post should also read our separate Mail-In Repair Policy.
This policy should be read together with our Terms & Conditions, Warranty Policy, Returns & Refunds Policy and Privacy Policy.
Nothing in this policy excludes or restricts statutory consumer rights or remedies that cannot lawfully be excluded.
1. Device Check-In
When a device is left with K1 Tech Care Ltd, we may record information reasonably necessary to identify the device, understand the reported fault and document its condition.
This may include:
- Customer details
- Device manufacturer and model
- IMEI, serial number or other device identifier
- Reported fault
- Physical condition
- Existing cracks, scratches, dents or other damage
- Liquid or corrosion indicators where apparent
- Previous repairs or modifications
- Accessories supplied with the device
- Diagnostic information
- Photographs or video of the device
Customers should ensure that the condition of the device and the reported fault recorded at check-in are accurate.
Where appropriate, photographs, diagnostic information and other condition records may be retained for legitimate purposes including quality control, warranty assessment, fraud prevention and dispute resolution.
2. Ownership and Authority
By leaving a device with K1 Tech Care Ltd, the customer confirms that they are either the legal owner of the device or have the legal owner’s authority to arrange inspection and repair.
We may request reasonable identification, proof of ownership or evidence of authority before accepting or releasing a device.
We may refuse service where we reasonably suspect that a device is stolen, unlawfully obtained, blacklisted, counterfeit or connected with fraud or criminal activity.
Where appropriate and lawful, suspected criminal activity may be reported to the relevant authorities.
3. Customer’s Description of the Fault
Customers should provide accurate information about their device and the reported problem.
Customers should tell us about known:
- Liquid exposure
- Previous repairs
- Physical damage
- Intermittent faults
- Aftermarket components
- Missing components
- Software modifications
- Previous unsuccessful repair attempts
- Any other information reasonably relevant to the repair
A customer’s description of a symptom does not necessarily identify the underlying technical fault.
Inspection and diagnosis may reveal additional or different faults.
4. Customer Data and Backups
Customers should back up all important data before leaving a device with K1 Tech Care Ltd wherever reasonably possible.
Electronic devices and storage media can fail without warning.
Diagnosis, disassembly, repair, component failure, software procedures, firmware updates, resets, storage-device faults or the pre-existing condition of a device may result in data being:
- Lost
- Corrupted
- Deleted
- Reset
- Encrypted
- Inaccessible
Unless data recovery, data backup or data transfer has specifically been agreed as part of the service, our repair service relates to the device and reported fault rather than preservation of the data stored on it.
K1 Tech Care Ltd cannot guarantee preservation of customer data during diagnosis or repair.
Customers remain responsible for maintaining appropriate backups.
Nothing in this section excludes liability where doing so would be unlawful.
5. Passcodes, Privacy and Device Access
A device passcode may be required for diagnosis, repair or appropriate post-repair testing.
Where possible, customers should provide a temporary device passcode.
Customers should not provide passwords for Apple ID, Google accounts, Microsoft accounts, banking, email, social media or other personal services unless specifically requested and reasonably necessary for an agreed service.
Our technicians should access personal content only to the extent reasonably necessary for diagnosis, repair or testing.
Personal information will be handled in accordance with our Privacy Policy and applicable data-protection law.
6. Activation Locks and Security Features
Certain repairs or testing procedures may require security features to be temporarily disabled.
These may include:
- Apple Find My / Activation Lock
- Google Factory Reset Protection
- Device passcodes
- Other manufacturer security systems
Where security restrictions prevent proper testing, we may be unable to fully diagnose the device or confirm that the repair has resolved the reported problem.
7. Inspection and Diagnosis
We may inspect and test a device before confirming the final repair required.
Diagnosis may identify additional problems including:
- Liquid or corrosion damage
- Motherboard faults
- Charging faults
- Battery faults
- Damaged connectors
- Damaged flex cables
- Previous repair damage
- Missing components
- Software faults
- Structural damage
- Other unrelated or previously unidentified faults
An initial price given before inspection may therefore be an estimate rather than a final quotation unless expressly stated otherwise.
8. Additional Faults and Charges
If inspection reveals additional work or a materially different repair requirement, K1 Tech Care Ltd may provide a revised quotation.
We will not normally carry out materially additional chargeable work without customer approval.
Additional charges may arise for authorised work such as:
- Additional replacement parts
- Additional labour
- Board-level work
- Data services
- Diagnostic work
- Specialist testing
- Other additional work requested or approved by the customer
Customers will be informed of material additional charges before becoming liable for them where required by law.
9. Customer Approval
Repair approval may be provided in-store or through an accepted communication method, including where appropriate:
- Repair management/customer portal
- SMS
- Telephone
- Written confirmation
K1 Tech Care Ltd may retain records of customer approvals and instructions.
Once authorised work has been properly performed, a later change of mind does not automatically entitle the customer to avoid reasonable charges for work already supplied.
10. Previous Repairs, Modifications and Tampering
Devices previously opened, modified or repaired may contain hidden problems including:
- Missing screws or shields
- Damaged connectors
- Damaged tracks or pads
- Poor soldering
- Damaged flex cables
- Incorrect components
- Excessive or incorrect adhesive
- Structural damage
- Missing components
K1 Tech Care Ltd is not responsible for pre-existing damage or defective workmanship caused by another person or repair business.
Where previous work makes further repair unsafe, unreliable or commercially unreasonable, we may refuse or discontinue the repair.
If additional work is required to correct previous damage, customer approval will normally be obtained before materially additional chargeable work is carried out.
11. Liquid-Damaged and Severely Damaged Devices
Liquid-damaged, corrosion-damaged, impact-damaged and severely damaged devices can be unpredictable.
A device may contain several independent faults.
Repair of one identified fault does not guarantee that another unrelated component will not subsequently fail.
Where relevant, particular risks associated with liquid damage, corrosion or board-level repair may be explained before or during the repair.
12. Replacement Parts
Depending on availability, repair type and customer selection, replacement components may include:
- Genuine parts
- Original-equipment parts
- Aftermarket parts
- Reclaimed parts
- Other clearly identified grades
Where different options are available, the applicable option and price will be confirmed where appropriate.
Certain manufacturers may display component warnings, service messages or repair-history notifications after replacement of particular components.
Such a notification does not by itself establish that the replacement component or repair is defective.
13. Removed and Replaced Parts
Unless otherwise agreed before the repair, removed defective parts may be retained by K1 Tech Care Ltd for:
- Supplier warranty processing
- Supplier exchange
- Recycling
- Responsible disposal
- Component recovery
Customers who require a removed component to be returned should request this before repair work begins.
Some components may not be returnable because of supplier-exchange, safety, environmental or other legitimate requirements.
14. Repair Times
Any repair completion or turnaround time provided is an estimate unless expressly guaranteed.
Repair time may be affected by:
- Parts availability
- Supplier delays
- Additional faults
- Diagnostic requirements
- Board-level repair
- Customer approval delays
- Security restrictions
- Software problems
- Circumstances outside our reasonable control
K1 Tech Care Ltd will aim to complete repairs within a reasonable time.
15. Post-Repair Testing
Where reasonably possible, we may test functions relevant to the repair before releasing the device.
Testing may include appropriate checks of:
- Display and touch
- Charging
- Battery
- Cameras
- Speakers and microphones
- Buttons
- Connectivity
- Software
- Other functions relevant to the repair
Testing may be limited where the customer has not provided a passcode, security restrictions remain active, or another pre-existing fault prevents complete testing.
16. Payment
Payment may be required:
- Before repair work begins
- Before a particular part is ordered
- Following diagnosis and before work proceeds
- When the repair is completed
- Before the device is released
Where payment or a deposit is required, this will be communicated to the customer.
Where properly due charges remain unpaid, K1 Tech Care Ltd may exercise any lawful rights available to it concerning retention of the device and recovery of the outstanding amount.
17. Notification That a Device Is Ready
When a repair is completed, declined, cancelled or otherwise ready for collection, K1 Tech Care Ltd will normally notify the customer using the contact information supplied.
Notification may be made by:
- SMS
- Telephone
- Repair management/customer portal
- Another agreed communication method
Customers are responsible for keeping their contact information accurate and up to date.
Records of collection notifications may be retained.
18. Collection Period
Once K1 Tech Care Ltd has notified the customer that their device is ready for collection, the customer must arrange collection as soon as reasonably possible.
The customer will normally have 7 days from the first notification that the device is ready to collect the device.
No storage charge will normally be applied during this initial 7-day collection period.
Customers are responsible for ensuring that the telephone number, email address and other contact details supplied to K1 Tech Care Ltd remain accurate while their device is in our possession.
19. Storage Charges After 7 Days
If a device has not been collected within 7 days from the first notification that it is ready for collection, storage charges will apply from day 8, provided the applicable storage charge has been properly disclosed to the customer.
The applicable storage charge will be stated on the repair documentation, collection notification, displayed terms or other appropriate customer communication.
Storage charges are intended to cover the reasonable costs associated with storing, safeguarding and administering an uncollected device and will continue to accrue while the device remains uncollected, subject to applicable law.
Any outstanding repair, diagnostic, storage or other properly agreed charges must normally be paid before the device is released.
20. Devices Uncollected for 30 Days
If a device remains uncollected for 30 days after the first notification that it is ready for collection, K1 Tech Care Ltd may begin the formal process for dealing with the device as uncollected goods.
We may make further reasonable attempts to contact the customer using the contact information supplied to us and, where required, issue formal notice requiring the customer to collect the device and pay any amounts properly due.
The notice may also inform the customer that, if the device remains uncollected after the applicable notice period, K1 Tech Care Ltd intends to sell or otherwise lawfully dispose of the device to recover amounts properly due to us.
The passing of 30 days does not automatically transfer ownership of the device to K1 Tech Care Ltd. Any subsequent sale or disposal will only take place after the applicable legal notice requirements have been satisfied.
21. Sale or Disposal of Uncollected Devices
Where a device remains uncollected after the required notices and applicable notice period have expired, K1 Tech Care Ltd may, where permitted by law, sell or otherwise dispose of the device.
Where an uncollected device is lawfully sold, the proceeds may be applied towards amounts properly due to K1 Tech Care Ltd, including where legally recoverable:
- Outstanding repair charges
- Diagnostic or inspection charges
- Storage charges
- Other properly agreed charges
- Reasonable costs associated with arranging the sale or disposal
Where the sale proceeds exceed the amounts K1 Tech Care Ltd is legally entitled to recover, any remaining balance will be accounted for in accordance with applicable law.
Where the amount recovered from the device is insufficient to discharge amounts properly owed to K1 Tech Care Ltd, this does not automatically extinguish any remaining debt where that debt remains legally recoverable.
K1 Tech Care Ltd will retain reasonable records of notices sent, attempts to contact the customer, amounts outstanding and any subsequent sale or disposal.
Nothing in this section permits K1 Tech Care Ltd to sell or dispose of customer property without following the notice or other requirements imposed by applicable law.
22. Collection by Another Person
A customer may authorise another person to collect their device.
K1 Tech Care Ltd may request reasonable evidence of authority and/or identification before releasing the device.
We may refuse to release a device where ownership or authority cannot reasonably be verified.
23. Device Condition at Collection
Customers should inspect their device at collection where reasonably possible.
If the customer believes there is a new physical issue or other immediately apparent problem, they should tell a member of staff promptly so that the issue can be recorded and investigated.
This does not remove statutory rights concerning problems discovered later.
24. Repair Warranty
Repairs carried out by K1 Tech Care Ltd are subject to our separate Warranty Policy.
The applicable commercial warranty period will be stated on the relevant repair documentation, repair/service information, invoice, receipt or other applicable documentation.
Our Warranty Policy explains warranty coverage, exclusions, inspection requirements and the warranty-claim process.
Commercial warranties are provided in addition to statutory rights.
25. Warranty Inspection
Where a warranty claim is made, K1 Tech Care Ltd may require the device to be returned for inspection and testing.
We may document information including:
- Device identifiers
- Serial numbers
- Photographs
- Physical condition
- Liquid or corrosion evidence
- Diagnostic results
- Component condition
- Subsequent repair or modification
- Other evidence reasonably relevant to the claim
Submitting a warranty claim does not automatically establish that the original repair was defective.
Where inspection reasonably establishes that the reported issue resulted from subsequent accidental damage, liquid exposure, misuse, tampering, unrelated component failure or another excluded cause, the commercial warranty may not apply.
Nothing in this section restricts statutory consumer rights.
26. Fraud, Dishonest Claims and Chargebacks
K1 Tech Care Ltd may retain reasonable repair and transaction records for legitimate purposes including fraud prevention, warranty assessment and dispute resolution.
Where there are reasonable grounds to suspect:
- A fraudulent warranty claim
- Deliberately false or materially misleading allegations
- Payment fraud
- Dishonest chargeback activity
- A stolen device
- Deliberate concealment of prior damage
- Alteration of evidence
- Other fraudulent or unlawful activity
we may preserve relevant evidence and, where lawful and appropriate, provide it to payment providers, insurers, marketplaces, law-enforcement authorities or other relevant organisations.
Nothing in this section restricts a customer’s right to make a genuine complaint, warranty claim or payment dispute.
27. Repair and Transaction Records
K1 Tech Care Ltd may retain reasonable records relating to a repair, including:
- Check-in information
- Condition photographs
- Device identifiers
- Diagnostic results
- Customer approvals
- Quotations
- Repair notes
- Parts used
- Payment records
- Relevant communications
- Collection notifications
- Warranty inspection records
Records may be used for legitimate purposes including customer service, warranty administration, accounting, quality control, fraud prevention, chargeback defence, legal compliance and dispute resolution.
Personal information will be handled in accordance with our Privacy Policy and applicable data-protection law.
28. Cancellation of Repair Work
Where a customer asks K1 Tech Care Ltd to stop or cancel authorised work after diagnosis or repair work has begun, reasonable charges may remain payable for work properly performed and costs reasonably incurred, subject to applicable law and the agreement with the customer.
Any applicable cancellation charge will be reasonable and will not operate as an unlawful penalty.
29. Complaints
If a customer believes there is a problem with a repair or service, they should contact K1 Tech Care Ltd so that we can investigate.
We will investigate genuine complaints and provide an appropriate response.
K1 Tech Care Ltd will perform repair services with the reasonable care and skill required by applicable UK consumer law.
Nothing in this policy removes or restricts statutory rights.
30. In-Store and Mail-In Repairs
This policy is principally intended for devices brought into or left at the K1 Tech Care store.
Where a device is sent to K1 Tech Care by post or courier, our separate Mail-In Repair Policy also applies.
The Mail-In Repair Policy contains additional provisions concerning matters such as inbound shipping, packaging, insurance, customs and return delivery.
31. Events Outside Our Reasonable Control
K1 Tech Care Ltd is not responsible for delay or failure caused by circumstances genuinely outside our reasonable control.
These may include major courier disruption, severe weather, fire, flood, power or communications failures, supplier disruption, parts shortages, government restrictions or similar events.
Nothing in this section affects statutory rights that cannot lawfully be excluded.
32. Statutory Rights
Nothing in this Repair Policy, our Terms & Conditions or our Warranty Policy excludes or restricts rights or remedies that cannot lawfully be excluded under applicable UK law.
33. Changes to This Policy
K1 Tech Care Ltd may update this 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 repair contract was entered into, unless a later change is required by law or subsequently agreed.
34. Contact Details
K1 Tech Care Ltd
62 Station Road
Clacton-on-Sea
Essex
CO15 1SP
United Kingdom
Email: info@k1techcare.com
Telephone: +44 1255 754771
Website: www.k1techcare.com