Delivery:

 

All orders include our Free Post Returns Service by Royal Mail Tracked 24. At Checkout you will be asked to post your item to us and fill in the return address. Our Free return only covers loss of items up to £500. If you would like to cover your item for more than £500, please select your own courier to do so. Any goods shipped to you must be examined upon receipt. Please contact us immediately if you have received your item damaged by the courier. Once your device is repaired it will be posted out same day via Royal Mail Tracked 24.

The Post Office state that they aim to deliver Royal Mail Tracked 24 the next working day However, in certain circumstances it may take up to 10 working days, please read Royal Mail's Terms And Conditions.

As we provide our own free shipping service we will not reimburse any additional shipping payments made by the customer. 

In the very rare occasion the device is lost in the post, we will begin a claim process. Please note this may take up to 28 days to be processed before any further action can be taken.

If you would like to collect your parcel from us then please make us aware and we will hold your item until you arrive.

 

Sending:

When sending your device, if you choose to include separate parts, you are sending these at your own risk and we will not be held responsible if these parts go missing before your package is delivered to us. Please ensure the parts are well sealed and wrapped so nothing goes missing. When your package arrives with us we log in all the separate parts we receive.

 

Payment:

Payment can be made by Credit Card, Debit Card or Paypal.

Buying a Mobile phone? Please be advised that if you are paying by Credit or Debit Card, we can only ship mobile phone orders to the  billing address associated with the card. 

All payment has to be made prior to any repair.

 

Prices:

Prices are subject to change. Promotional items state the price and duration and such prices only apply at the time of the promotion. All prices are inclusive of VAT and return delivery except otherwise stated.

No Fix, No Fee Policy - This does not cover all repairs, such as water damage and diagnostic. However, each case will be individually considered and a full refund will be handed out based on our discretion. 

 

Non Refundable Repairs:

A few of our repairs are non refundable, this includes liquid damage repairs and/or liquid damage related repairs and diagnostics if you decide not to proceed with the repair. 

 

Warranty:

All repairs (with the exception of software related, battery and water damaged devices) come with a 3 month warranty. Battery related repairs comes with 1 months warranty. This excludes faults relating to physical or accidental damage or if the device is opened whilst in your possession. If the nature of the repair falls outside the terms of your warranty or guarantee, then you may incur a charge for the repair.

Our warranty does not cover repairs on Wifi Faults on the iPhone 4 and 4S.

If you take your device to a third party after it has been repaired by My Screen Monkey this will void the warranty on your device. This includes both repaired and purchased devices.

All software related repairs will not be covered by our warranty. 

The warranty only covers the original repair. For example, if you pay for a screen repair and the screen becomes faulty, you will be covered with a 3 month warranty. If any additional faults occur that are not related to the original repair this will not be covered under warranty and will need to be paid for.

The warranty for refurbished phones sold by My Screen Monkey differs depending on the device and only covers manufacturing defects. If the fault is not related to this or happens outside of the warranty period, an extra cost may occur.

 

Liability:

If your device is damaged beyond economical repair through our negligence or willful misconduct, our liability will be limited to the cost of providing a replacement with a product that is the same or similar to your device. You have sole responsibility for any data store on your device and we accept no liability for loss or corruption of such data howsoever caused. It is your responsibility to keep a record of any such data.

When sending in a damaged device, our technicians will probably need to open up the device to either diagnose or repair it, this comes with an element of risk and may result in some minor damages to your device. We do everything possible to ensure this doesn't happen, however, if it does happen and the damages are significant we will offer a replacement or repair.

We will not be responsible for any damage or fault caused by a previous repair. 

 

Repair Process & Delays:

We aim to repair your device within 24-48 hours of receiving it. Although 90% of all repairs get done on the same day, sometimes we encounter further issues that slow the repair down.

If for any reason your repair will take longer, you will be notified with the reason and the estimated completion date. Alternatively.

If we need to order in new parts, the repair process may be delayed. We will keep you updated throughout the whole process. 

Please be aware diagnostics may take longer than usual repairs as our trained technicians take time to look at every element of the device and check for faulty parts. 

Please be advised we cannot guarantee your device will be repaired after we diagnose the fault. 95% of devices that we diagnose are repaired.

With screen repairs on Samsung Devices there is always a chance of the LCD breaking due to the glue needed to bond the glass to the LCD, we are one of the few repairers that offer just a glass repair, which in turn passes the savings on to the customer, however occasionally the LCD may break, before this happens, we always notify the customer and the procedure about to happen and the chance of it breaking, and ask for permission to carry on, as we will not be liable for the cost of the replacement LCD.

Liquid Damage repairs can take up to 7 - 14 days.

Any Motherboard related repairs can take up to 7 - 14 days.

Any Software related repairs can take up to 7 - 14 days.

Any time estimate for completion of the repair service, which may be given to you, is an estimate only and does not form any obligation under the terms of this agreement.

If we receive your device and we find there is nothing wrong with the device, we will send it back and refund you the difference. However, there will be a £14.99 handling fee deducted, this covers postage & diagnostic costs. 

 

Additional Repairs:

When you send your mobile device in to us for a repair, it is rigorously tested by a number of different testers and departments, sometimes additional faults are found. If we find an additional fault with your mobile device we will send you an additional repair payment request via email. It is your decision if you choose to proceed or not. If you choose to go ahead with the repair, once we receive payment, your mobile device will be passed back to our technicians to continue work, if you choose to decline, we will stop work and send the mobile device back as it is. If you have any queries about the additional repairs, please do not hesitate to get in touch with us.

 

Water Proof Repairs:

Mobile devices that are sold as being waterproof are originally sealed in the manufacturers factory with special machines and special liquid proof gaskets. 

 

When we carry out a repair on a waterproof device that involves opening and closing the device we cannot guarantee that your device will be  waterproof after the repair process has been completed. We replace all gaskets required but only the manufacturers of the device have access to the specialised equipment required. However, we always use grade A parts and use the best possible techniques. 

 

Testing:

Our trained testers and technicians always test the device on arrival and before it is dispatched. We test many different aspects of the device, including the buttons, vibration, sound, cameras, charging port, Wifi, speakers, signal, front screen, LCD display, power settings and much more, to ensure we don't miss any faults and provide the best service possible.  

 

Your Data:

Please ensure your data is wiped or back up via your operating system before sending your device to us. Our repairs are done in a professional manner but we cannot guarantee data will be on the device on return to you. We do not offer a data recovery service. Pin Locks and passwords must be removed before you send your device to us. We advise that all sim and memory cards be taken off the device before sending to us for repair.

 

Cancellations:

If you wish to cancel your repair, you must do this before you send the device, and your order will be fully refundable. Once we have received the device and depending on the repairs that need to be carried out, we may not be able to cancel, however, if we can, an additional postage charge shall be deducted from your repair cost. 

To cancel, please email repairs@myscreenmonkey.com or phone 01440 707090 during working hours.

We reserve the right to make changes to this website and terms and conditions. 

We operate a no fix, no fee policy.

 

Weekend Service:

As office hours are restricted during the weekend our service will be slower than usual and we may take longer to respond to emails and messages. 

 

Emailing & Messaging:

We aim to answer all emails and messages within 24 hours. This may be slightly longer if you email or message us during a Sunday or Bank Holiday. 

Please note, that messages left using our Facebook may result in a longer response time compared to emailing us directly on repairs@myscreenmonkey.com.

 

Insurance:

This only covers customers who can provide a legitimate tracking code for the services we provide, your own courier services are not included.

This is up to the value of your device or £500, whichever is the cheapest amount, this will cover for a like for like replacement of the handset/tablet sent in.

The insurance is for when the device is in transit only. 

The insurance covers postal loss only. We will cover loss of your device only when it fails to be delivered and the courier company we have used confirm the item as lost.

Lack of secure packaging can result on a claim being denied.

We will not cover loss of any device if packaging has been tampered with.

We will also not cover damage that has occurred due to postal handling process.

If we replace a device for a like for like model for any reason, this comes with a 3 month My Screen Monkey warranty, this does not cover accidental damage. If your device has been lost in the post, we are unable to refund the repair or service you previously purchased, as the work has already been carried out. Your replacement device will be in full working order. 

 

Diagnostic Service:

The diagnostic fee covers shipping costs only and will be deducted from any repair cost if you decide to go ahead with a repair.

The diagnostic is in process throughout the duration of the time your device is in our possession as this is an ongoing operation. 

 

Blocked Devices:

At My Screen Monkey we will not repair any device that has been blocked or jail-broken. The device will be sent back and the customer will be refunded, however, if it was sent in for a diagnostic or liquid damage this will not be refunded. 

If the device has no IMEI number then we will not repair the device. This is for security and warranty purposes, the device will be sent back and the customer will be refunded, if it was sent in for a diagnostic or liquid damage this will not be refunded.

 

Returns:

We will attempt a re-repair on your mobile device twice after the initial repair. If after this, the mobile device is still faulty we will issue a refund (minus postage costs). We will need to see the mobile device and make sure its faulty prior to issuing a refund. This does not include diagnostic and water damage related repairs.

 

Error 53:

If we have carried out a liquid damage, screen or mother board related repair on any of the following devices and error 53 appears on the device, we will not be held accountable. This is an issue with Apple and not due to the repair carried out by My Screen Monkeyand it will not be covered by our warranty.

 

Devices Included:

 

iPad Mini 3

iPhone 5S

iPhone 6

iPhone 6 Plus

iPad Air 2

 

 

Complaints:

If you wish to make a compliant, please email admin@myscreenmonkey.com or call 01440 707090 during working hours.