Returns & Refunds

At Mobile Fix Studio we want every purchase to meet your expectations. This policy sets out your rights and our process for returns, refunds and cancellations across all products we sell — accessories, refurbished handsets and any other items purchased directly from us.

This policy applies to products only. For repair-related issues such as a recurring fault after a fix, please refer to our Warranty Terms instead.

All physical returns — accessories, refurbished phones, or any other item purchased from Mobile Fix Studio — should be sent to the address below. Please contact us before returning any item so we can provide you with a return reference and confirm the best method.

• Always contact us before returning an item — we will issue a return reference number
• Use a tracked and signed-for postal or courier service — we are not responsible for items lost in transit
• Package items securely to prevent damage during transit — damage caused by inadequate packaging may affect your refund
• Include your name, order reference or booking confirmation, and the reason for return inside the package
• Keep your proof of postage until your refund or replacement has been confirmed

We accept returns on accessories purchased from Mobile Fix Studio within 14 days of the purchase date, provided the conditions below are met. Where an accessory is faulty due to a manufacturing defect, our 30-day warranty applies and the return window extends accordingly.

Return Conditions — Accessories

• Item must be returned in its original, undamaged condition with all original packaging
• The accessory must be unused and uninstalled — screen protectors cannot be returned once applied
• Proof of purchase (receipt, booking reference or order confirmation) must be provided
• Cables and charging accessories must have no signs of physical damage, bending or burning
• The return request must be made within 14 days of purchase or delivery

Refurbished handsets may be returned within 14 days of purchase or delivery if you change your mind, or within the warranty period if the device develops a hardware fault. The condition of the device at the time of return will determine the appropriate remedy.

14-Day Change of Mind Returns

• Device must be returned in the same condition it was received — no additional scratches, damage or modifications
• The phone must be returned in its original packaging — returns without original packaging may be refused or subject to a deduction
• All original accessories, SIM tools and any other items included in the original sale must be returned
• The device must be factory reset and signed out of all accounts (iCloud, Google, Samsung) before return
• Every returned phone is fully inspected before any refund is initiated — this typically takes 1–2 working days on receipt
• Any evidence of tampering, third-party repair, damage not present at the time of sale, or attempts to disguise fault will result in the refund being declined
• Return shipping or delivery costs are the customer's responsibility for change-of-mind returns

Fault-Based Returns

If the device develops a hardware fault within the warranty period and we are unable to repair it within a reasonable timeframe, we will offer a replacement device of equivalent specification or a full refund.

• Fault must be reported within the warranty period and not caused by accidental or liquid damage
• We will first attempt to repair the fault — a refund is offered only if repair is not possible
• Where stock permits, a like-for-like replacement is the preferred remedy
• If a replacement is not available, a full refund of the purchase price will be issued

If your item arrives damaged or is not the item you ordered, you must notify us as soon as possible. Acting quickly protects both you and us and allows us to resolve the situation quickly.

Damaged on Arrival — Process

• Report transit damage within 48 hours of receiving the item — contact us via WhatsApp, email or phone
• Photograph the item and its packaging before doing anything else — images are required to support a claim
• Do not attempt to use a damaged device or accessory before contacting us, as this may affect the assessment
• We will arrange collection of the damaged item at no cost to you and dispatch a replacement promptly
• If a replacement is not available, a full refund including any delivery charge will be issued

Wrong Item Received

• Report within 7 days of delivery — provide your order reference and a photo of the item received
• We will arrange collection of the wrong item and dispatch the correct item at no additional cost
• If the correct item is no longer available, a full refund will be issued

A full refund of the purchase price will be issued when a return is approved and meets the conditions of this policy. The following applies to all product categories:

Full Refund Scenarios

• Item is faulty due to a manufacturing defect within the applicable warranty period
• Item is significantly not as described and the fault was not disclosed at point of sale
• Item is damaged on arrival and reported within 48 hours with supporting photos
• Wrong item was delivered and the correct item cannot be supplied
• Change-of-mind return within 14 days in original, unused condition (return costs apply to customer)
• A repair under warranty cannot be completed within a reasonable timeframe (28 days)

Partial Refund Scenarios

A partial refund may be issued in the following circumstances:

• A returned refurbished phone shows minor additional wear beyond the original sale condition — a fair deduction will be made
• Items returned without original packaging — a packaging/restocking deduction may apply
• Accessories returned with missing components (e.g. missing charging brick from a bundle)

No Refund

• The £10 booking deposit — non-refundable if cancelled within 48 hours of your appointment or in case of no-show (see Cancellation Policy below for full rules)
• Items returned beyond the applicable return window without a valid fault claim
• Screen protectors that have been applied and then removed
• Devices returned without their original packaging — we require the original box and all included accessories for a refund to be processed
• Devices with new accidental damage discovered on return inspection that was not present at sale
• Devices showing signs of tampering, unauthorised repair, or any attempt to conceal damage or fault — all returned phones are inspected before a refund is issued and any tampering will result in the refund being declined
• Devices that cannot be unlocked or reset due to iCloud/Google activation lock — customer is responsible for removing account locks before return
• Accessories showing physical damage caused by the customer after purchase

You may cancel an order or booking at any time before payment is collected. Once payment is made, the following applies by product type:

Accessories — Cancellation Before Dispatch

• Orders cancelled before the item has been dispatched or set aside for collection will receive a full refund
• Contact us as soon as possible after placing an order to cancel before it ships
• If the item has already been dispatched, the standard 14-day return policy applies on receipt

Refurbished Phones — Cancellation

• Cancellations before the device is prepared and dispatched will receive a full refund
• Where a device has been reset, set up and prepared for a specific customer, a cancellation fee of up to £25 may apply to cover preparation costs
• Once dispatched, the 14-day change-of-mind return policy applies

On-the-Go Repair Bookings — £10 Booking Deposit

When you book an On-the-Go repair visit via our website, a £10 deposit is charged at the time of booking through Stripe. This deposit is deducted in full from your repair bill on successful completion. The following refund rules apply:

• Full £10 refund — if Mobile Fix Studio is unable to fix your device after attending
• Full £10 refund — if you cancel your booking 48 hours or more before your scheduled appointment
• Non-refundable — if you cancel within 48 hours of your appointment
• Non-refundable — if you do not attend your scheduled appointment (no-show)
• Non-refundable — if you decide not to proceed with the repair once our technician has attended and diagnosed the device
• The £10 deposit is fully credited against your repair bill on successful completion — you will only pay the remaining balance

To cancel a booking and qualify for a refund, you must contact us at least 48 hours before your appointment via WhatsApp (07833 790004) or email (mobilefixstudio@outlook.com). Cancellations made less than 48 hours before the appointment — for any reason including personal emergencies — are not eligible for a refund of the booking deposit. See our Terms of Service for full booking terms.

If a product develops a fault covered by our warranty, the process below applies. For full warranty details including what is and is not covered, see our Warranty Terms.

Step-by-Step Warranty Return

Once a return has been received, inspected and approved, refunds are processed promptly. Processing times depend on the original payment method:

• Refund processing begins once the returned item has been inspected and the refund approved — not on the day the item is posted
• We will confirm approval via email or WhatsApp once the refund has been initiated
• Card refunds are subject to your bank's processing times — we cannot speed up bank-side delays
• Where a replacement is chosen over a refund, dispatch is subject to stock availability and is typically same or next working day
• Partial refunds follow the same timescales as full refunds once the final amount is agreed

Starting a return is straightforward. Get in touch through any of the channels below and we will guide you through the process:

• WhatsApp: 07833 790004 — fastest response, available 7 days
• Email: mobilefixstudio@outlook.com — include your order reference and photos if applicable
• Phone: 07833 790004 — Mon–Fri 08:00–20:00, Sat 09:00–18:00, Sun 10:00–16:00

Please have the following ready when you contact us to make the process as smooth as possible:

• Your proof of purchase — receipt, booking confirmation or order reference
• A clear description of the issue or reason for return
• Photos or video of the fault or damage where relevant
• The original packaging if available (required for change-of-mind returns)
• The device signed out of all accounts if returning a handset