Terms and Conditions
All orders send to us have our free post return service. We deliver the repaired devices to you by Royal Mail tracked 24. While you Checkout you will get option for sending your device to us either via your own courier or by using our free return delivery service. Our free return covers loss of items up to an amount of £500. For any cover over that you need to contact with your own courier. Upon receipt of the devices you need to check them out and if you find any item damaged please contact us immediately. Your device will be mailed to you by post on the same day it is repaired.
The Royal mail Tracked 24 delivers your device the next day, as per the Post office. To know more about they click here. In certain cases it may take about 10 working days to deliver your device. To read about the terms and conditions of Royal Mail please click here.
We do not provide your expenses on courier services as we provide our own free shipping service.
Rarely, the device may lose during transit. For making a claim we will need the copy of the receipt along with the tracking information (bar code) and the original receipt of the item purchased. Before any further action is taken it may take about 28 days for processing the same.
For collecting your parcel from local UK Mail Depot or for rearranging the delivery please click here.
When you purchase any product from Ralakde, the company chooses the courier and it cannot be changed by request. Moreover, as we are to provide service the courier can be delivered at the provide address only. It cannot be left with the neighbor or any other ‘safe’ place. After dispatching the order it is not possible to change the address.
Thus, for changing address it is necessary to contact us before the order is dispatched. For this you may send us a new email from the registered email address with the new address.
If you have any specific request that you mentioned at checkout, then we do not guarantee that the request will be fulfilled. However, we do our best to dispatch back the items within the promised period of 3- 5 days. If there are any issues we will keep you informed.
After receiving your package back if you find any damage in the item please let us know fast at our customer acre. You may contact them at “email id”. Also please note that you need to keep the packaging secured and send it back to us along with the item so that we can claim for damages. The total process may require about 28 days.
For sending your device to us packs it properly and takes it to your local post office. Ensure that you get a receipt with bar code on it so that you can track the status of the parcel and do not drop it in the Post box as it will delay the whole process.
For returning any device you can use the same postage label that was provided during original confirmation email sent.
For sending separate parts in the same packet ensure that they are sealed properly and wrapped nicely so that it does not get lost during transit. We will not be held responsible for loss of any parts during transit or until the package is delivered at our place. After receiving your parcel we log in details of different parts received by us. You can find it on the repair tracker.
International Customers (Outside UK):
We also serve to international courier, outside UK, but you have to arrange for your own courier to send us your device. For sending the device back to you by a secured international postal service, you need to pay us an additional amount of £20.
For international customers our free postal labels are not applicable. For returning any item you need to arranged courier yourself and we will not bear the cost of courier.
We accept payment from all major credit cards, debit cards and PayPal.
All payments are to be made prior to any repair.
If you are buying a mobile phone through debit or credit card we will dispatch the mobile phone to the billing address of the card from which payment is made.
All prices mentioned are subject to change. Promotional items have the prices and the duration for which that price applies. All the prices are inclusive of VAT and deliver charges unless mentioned otherwise.
‘No Fix, No fee’ policy does not cover repairs of all kind. Such repairs not covered are diagnostic, liquid damage. However, for each case we will considered individually and handover refund based on our discretion.
Non Refundable Repairs:
Some repairs done at our place is non-refundable like diagnostic repair, when you do not want to proceed further or liquid damage repairs.
All repairs other than battery, software related and water damage repairs come with a warranty of 12 months. For battery damage repair we provide a warranty of 3 months. However, this warranty excludes any faults related to accidental or physical damage or when the device is opened at your possession. You may incur some charges for further repairing when the nature of repair falls outside the terms and conditions of the warranty.
Any repair on W-Fi faults of iPhone 4 and 4S are not covered under our repair.
After repairing if you take the device to third party during the warranty period our repair will be considered void. This is true for both purchased and repaired item.
All repairs related to software related problem will not be covered by our warranty.
During the warranty period we cover the original repair only. Like if you had charging port repair and then there is fault with that repair only you will get warranty, if there is problem with any other repairs it will not be considered under warranty and you have to pay charges for the same.
Any refurbished mobile phone purchased from Ralakde comes with warranty depending upon the type of mobile purchased. It covers the manufacturing defects. If there is some fault not related to it or happens after the warranty period is over you have pay extra. The warranty on such devices does not cover accidental or physical damage.
The battery of all refurbished phones sold from Ralakde comes with a warranty of 3 months.
After purchasing a mobile phone from Ralakde if you get it damaged within the warranty period, the damage becomes void. However, if you get it repaired from Ralakde it will be covered under repairs warranty for 12 months.
Any devices repaired from us and then damaged will not be covered under the warranty. We do not provide warranty on any damage repairs even if we are paid because we do not know about the future consequences.
While repairing if you device is damaged in such way that it is beyond economical repair due to willful misconduct or our negligence we take the liability of providing a replacement that is limited to cost of your mobile replacement. We are not responsible for any data stored in your device. You will be solely responsible for any data corruption or lost data. You are suggested to take back up before sending the device to us.
After receiving the device our technicians will have to open up your device for diagnosing the problem and repairing it. There is some risk while opening the device and although we take care there may be some damage. We will bear the cost of repairs or replacement of such damage.
However, any damage caused from previous repair is not our liability.
When you send your device for home button repair or screen repair Ralakde will not be responsible for nonfunctioning of Touch ID feature after the repairs is completed.
Repair Process & Delays:
As a company we aim to complete all repairs within 24 to 48 hours of receiving it. However, it is not a promise as every repairs has its own issues that needs different time period. About 99.3% of the repairs received by us are completed within the same day but if there are further issues the process may be slowed down.
While repairing if we find that it will take longer time period, we will notify you by email stating the reason for such delay and along with the estimated completion date. You can also track your repair status through the repair tracker to know if there are any new developments.
The repair may be delayed when we have to order any new parts. You will be getting updates of the whole process.
In case of diagnostic repair the time required may be more than normal repairs as our technicians take a look at every element to find out the faults with your device.
After we diagnose the fault we do not guarantee about repairing the device, although 97% of all devices diagnose by us are repaired.
On screen repairs of Samsung devices there are chances of LCD breaking for the glue that bonds the glass to the LCD. We offer you services of glass repair. If the LCD breaks, by any chance, we notify you and let you know about the procedure to take place. We seek your permission before carrying out with the repair and are also not liable for the payment of replacement cost of the glass.
We may take 7-14 days for liquid damage repairs.
For any software related repairs we may need up to 7- 14 days.
Even mother board related repairs may also take up to 7 to 14 days.
Orders with multiple repairs or have additional repairs added on will take more time.
Any time estimate provided to you for repairing the device is an estimate only and it is not an obligation on the company to return it to you by that time.
After receiving your device if you find that it is not faulty we will return in back to you with the refunding the balance. We will deduct an amount of £9.99 for handling fees that will cover the diagnostic and postage charges.
Occasionally few iPad screen repairs may have fine grid lines appearing on the screen. There will be no problem with the functioning of the screen and the performance will be at par. We will not be able to refund money or replace the screen based on this factor.
After we received your device our technicians tests it rigorously and during this process they may find some additional problems. We will send you an email with the details of such problem and ask for your consent that whether you agree to pay further and get the device repaired fully. If you agree and pay us we will send the device again to our technicians who will start the repairing process. However, if you decline the additional repairs we will stop the repairing process and send the device back you. For any queries related to additional repairs we can always get in touch with us.
Water Proof Repairs:
Those mobile devices that are sold as waterproof by the manufacturer are sealed in their factory with special liquid proof gaskets and special machines.
While carrying out repair on a waterproof device we have to open and close the device. Now, after the device repairing is completed we cannot guarantee you about the device still being 100% waterproof. Only the manufacturers have those specialized equipment but we replace all the gaskets and provide you Grade A parts and use techniques that are best in the market for repairing your products.
After arrival of a device and before we dispatch it back to you our trained technicians and testers test the device rigorously. We test different aspects of the device that includes vibration, buttons, cameras, sound, charging port, speakers, W-Fi, signal, LCD display, front screen, power settings and many more. We are dedicated in providing you best services and thus do not want to miss any fault.
Before you send your devices to us we recommend you to get proper data backup and reset your phone to factory settings. We also suggest resetting all phone pins and passwords so that our repairing process is not delayed. We do not take responsibility of any data on your device as we do not provide data recovery services. Also we suggest removing all sim cards, memory card or accessories from your device before you send it to us. We are not responsible for any loss thereon. We may need to update the iOS to ensure that the repair is correctly done.
By sending your device to Ralakde you agree with the terms and condition that you release us from any sort of claims related to loss or damage of your data, be that in any form, viz, photos, SMS, games or songs. We are not liable for protection of confidentiality of your data. We consider that when we have received the device it is in factory settings.
For cancelling any repairs to be done from us you need to do it before you dispatch the device to us. Once we received the parcel we may not be able to cancel the repairs, however, it will depend upon the type of repair. If we can we may deduct additional postal charges from your payment and then cancel the order.
For cancelling please email us at (email) or call us at (phone no.) during the working hours.
We reserve all rights to make any changes in the terms and conditions of this website.
Phone Rental Service:
When you order any rental phone we try to provide you the one you have ordered. If we do not have one that is ordered by you in our stock, we automatically upgrade your order.
For receiving full refund of your security deposit for the rental mobile phone the device should be at factory reset so that we can provide it to another customer. Till then we consider it on hire.
During weekends the office hours are restricted. Hence, you may get late replies for your emails and messages.
Emailing & Messaging:
We aim to provide a reply to all emails and messages within 24 hours. There may eb delays on Sundays and bank holidays.
You may get a slow reply from the messages you send to us. We rather suggest you to send an email at (email id)
Insurance covers those customers who are able to provide a legitimate tracking code and if you have opted for your own courier services, you do not get one.
Insurance coverage will be up to the value of your device or £500, whichever is lower. It will cover for a like replacement of the device that is lost/damaged.
This insurance is applicable only when the devices are in transit.
It includes postal loss only. The losses will be covered when it is being failed to be delivered at your registered address and the courier company conforms it to be lost.
If there is lack of secure packaging you may not be able to claim for insurance.
If the packaging is tampered then we are not liable to pay any insurance.
We also do not cover any damage that has insured for postal handling.
If the device is replaced with any like model then you will get 3 months Ralakde warranty. It does not include any type of accidental warranty. If the device is lost in post while sending it back to you we are not liable to refund you the charges for previous repairs. The replacement device provided to you will be in full working condition. We do not provide any cash refund for lost, we replace it with a fully working device.
The insurance is provided by Ralakde and not by Royal Mail.
The diagnostic fee charged by us includes shipping cost only and if you continue to get ahead with the repair it will be adjusted from the repair cost.
Diagnostic is an ongoing operation and during the period your mobile is with us the process is continued.
At Ralakde we do not deal with any device that is jail broken, bricked or blocked. We will sent back the device and refund back the customer, provided the device was not sending for liquid damage or diagnostic repair.
If there is no IMEI number on the device we do not handle such devices. This is for warranty and security purposes. We will sent back the device and refund back the customer, provided the device was not sending for liquid damage or diagnostic repair.
For availing any discount offered by us the minimum spend should be £19.99. Discounts codes are not applicable for any additional repairs that may be repaired while working on the device.
Discounts codes are not applicable on refurbished mobile phones.
After the initial repair we will attempt re-repair twice on your device. Even after this if your device is still faulty, we will issue you refund after deducting the postage costs. Prior to issuing the refund we need to see you’re mobile and ensure that it is faulty. However, it does not include water damage and diagnostic related repairs.
If you check out our additional packaging it will be a onetime option and cannot be carried out again. It can be done only when you check out again for the additional packaging.
14 Day Money Back Guarantee:
We provide our customer with 14 day money back guarantee with all our refurbished phones. You can return it back the device to us within these 14 days if you are not satisfied with the device. The count of 14 days starts from the day when the customer receives the device. If the item is repaired or exchanged in the meantime, the 14 days is not started again. If you want you can replace the mobile phone within 30 days from which you receive the mobile, after that you can only send it back to us for repairs.
If you have check out a phone from Ralakde and had a repair within the repair time frame the you get the 14 day money back guarantee on the phone purchased after repairing the phone. In the meantime you will be charged £9.99 as rental charge and will be considered as phone rental.
We sell all refurbished phones in subject to the VAT (Special Provisions) order 1995 and Section 50A of the VAT Act 1994.
After carrying out liquid damage, mother board or screen related repairs on the devices mentioned below and you get error 53 on the device we are not responsible for that. It is an issue with apple and not with the repair work by Ralakde. Thus, it is not covered under our warranty.
iPhone 6 Plus
iPad Mini 3
iPad Air 2
For any sort of complaints contact us at (email id) or call us at (phone no.) during the working hours.
VAT Registration Number :246093895