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Refund policy

Returns & Refunds Policy

Last updated: 19 June 2026

At Repair Plus (Repair Plus Manchester Ltd) we want you to be happy with your purchase. This policy explains your rights to return products and obtain a refund. It forms part of our Terms and Conditions.

This policy is written to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy reduces or removes the statutory rights of consumers.

1. Important note about our products

Mobile phone screens and many phone parts are fragile and delicate. Please read carefully:

  • Parts must be handled with care and are best fitted by an experienced technician.
  • We do not cover damage caused by the customer — including cracked or broken screens, physical or accidental damage, water damage, damage during installation or removal, or damage caused by misuse.
  • Once a part has been fitted or installation has been attempted, it can no longer be returned as "unwanted" because it cannot be resold as new.

This does not affect your rights in respect of goods that are genuinely faulty (see sections 3 and 4).

2. Your 14-day right to cancel (consumers only)

If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods, for any reason, under the Consumer Contracts Regulations 2013.

To exercise this right:

  • Notify us in writing at therepairplusuk@gmail.com within 14 days of delivery.
  • You then have a further 14 days to return the goods to us.

Condition of returned goods: Items must be returned in the same condition in which they were delivered — unused, unfitted, and with all original packaging, seals and accessories intact. You are entitled to inspect the goods as you would in a shop, but if the value of the goods is reduced because you handled them more than necessary, we may deduct an amount to reflect this.

Refunds for cancelled orders: We will refund the price of the goods and the standard delivery cost within 14 days of receiving the goods back (or evidence that you have returned them). The cost of returning the goods is your responsibility unless the goods are faulty.

This 14-day right to cancel does not apply to business (B2B) customers.

3. Faulty items — 30-day right to reject (consumers)

If an item is faulty, damaged on arrival, or not as described, you have the right under the Consumer Rights Act 2015 to reject it and receive a full refund within 30 days of receiving it.

Please contact us at therepairplusuk@gmail.com as soon as you notice the fault, with your order number and a description (and ideally photos or video) of the issue.

4. Faulty items after 30 days (consumers)

If a fault appears after the first 30 days, you are entitled to a repair or replacement under the Consumer Rights Act 2015. If a repair or replacement is unsuccessful or not possible, you may be entitled to a refund, which may be reduced to reflect the use you have had from the product.

What counts as a fault: A fault means a manufacturing defect or a product that was not of satisfactory quality, fit for purpose, or as described at the time it was delivered.

What does NOT count as a fault:

  • Cracked, scratched or physically damaged screens or parts
  • Accidental or impact damage (drops, knocks)
  • Water or liquid damage
  • Damage caused during installation, removal or repair
  • Damage caused by misuse, neglect or unauthorised modification
  • Normal wear and tear

Where a customer has used a product for a period of time and the issue is found to be caused by physical damage, installation, or misuse rather than a manufacturing defect, it will not be covered, and no refund or replacement will be due.

5. Business (B2B) returns

For business customers, the consumer cancellation rights above do not apply. Faulty goods are handled under our Warranty Policy and your statutory rights under the Sale of Goods Act 1979. Unwanted goods may only be returned with our prior written agreement and must be unused, unfitted and in their original packaging; a restocking charge may apply.

6. How to return an item

  1. Email therepairplusuk@gmail.com with your order number and reason for return.
  2. We will confirm the return address and any instructions.
  3. Package the item securely (ideally in its original packaging) to avoid damage in transit.
  4. Obtain proof of postage. We strongly recommend using a tracked service, as you are responsible for the goods until they reach us.

7. Refunds

  • Approved refunds are made to your original payment method (Shopify Payments or PayPal).
  • We will process refunds within the statutory timeframes set out above once we have received and inspected the returned goods.
  • Refunds may be reduced or refused where goods are returned damaged by the customer, used beyond inspection, or where the issue falls outside this policy.

8. Return postage costs

  • Faulty or incorrect items: we cover the cost of return and will refund reasonable return postage.
  • Unwanted items (14-day cancellation): return postage is your responsibility.

9. Contact us

Repair Plus Manchester Ltd 110 Waterloo Road, Manchester, England, M8 8AF Email: therepairplusuk@gmail.com Customer service: Monday to Friday, 10:00 – 18:00 (UK time)