Website policies

Returns and cancellation

Online purchases

For eligible goods bought online as a consumer, you normally have 14 days after receiving them to cancel without giving a reason. If items arrive separately, the period normally starts when the final item arrives. Tell us by email with your name, order number and a clear cancellation statement, or use the model form below. You normally have another 14 days after notifying us to return the goods.

We refund the amount legally due, including standard delivery where required. Extra cost for upgraded delivery is generally not refundable. Refunds are normally made to the original payment method within 14 days of receiving the returned goods or evidence they were sent back, whichever is earlier.

You may inspect goods as you reasonably could in a shop. Handling beyond what is needed to establish their nature, characteristics and function may result in a lawful deduction for reduced value. For a change-of-mind cancellation, you pay return postage where this was explained before purchase. We pay reasonable return costs where legally required, including for faulty or incorrectly supplied goods. Some statutory cancellation exceptions may apply and will be explained before purchase.

Our additional 30-day policy

For eligible products bought online, APX also offers a voluntary change-of-mind return-request period of 30 days from receipt. Outside the statutory cancellation period, return the product complete, with supplied accessories, in substantially the condition supplied. This extra policy does not reduce your legal rights.

Faulty, damaged or misdescribed goods

Goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances, you may have a short-term right to reject within 30 days, or later rights to repair, replacement, price reduction or refund. These rights also apply to second-hand goods, taking account of age, price, description and disclosed condition. APX warranties are additional to these rights.

In-store purchases and returns

In-store purchases do not automatically carry the same change-of-mind cancellation right as online purchases. Any voluntary arrangement will be explained at sale. Your rights concerning faulty or misdescribed goods still apply.

Contact adminhelpdesk@apxrepairs.com or 01529 401661 before returning an item. Send returns to Arora Phone Xperts Ltd, 71A Southgate, Sleaford, NG34 7TA, with your order reference and reason where possible. We recommend tracked, insured return shipping when you arrange it. Before returning a phone, back up data, remove personal accounts and disable activation locks where reasonably possible. Do not share passwords. These steps do not remove your rights.

90-Day Repair Warranty

APX provides a 90-day limited workmanship warranty on qualifying completed repairs, starting on the repair completion date. It covers defects in the work or supplied replacement parts within the scope of the repair. We assess reported covered problems and provide an appropriate remedy.

The repair warranty does not cover:

• Accidental or physical damage after the repair
• Cracked or broken screens caused by impact or pressure
• Liquid or water damage occurring after repair
• Damage caused by misuse or improper handling
• Damage caused by another repair shop or third party opening or modifying the device
• Faults unrelated to the original repair
• Software problems unrelated to our repair

An exclusion applies only where relevant to the problem. These terms do not remove legal rights where work lacked reasonable care and skill or supplied goods failed legal requirements.

180-Day Device Warranty

Eligible pre-owned devices sold by APX include a 180-day limited commercial warranty beginning on delivery or collection. It covers qualifying faults arising during normal use.

If a device develops a covered fault during the warranty period, it must first be returned to us for inspection and diagnosis.

For an accepted warranty claim, APX may repair, replace or provide another appropriate remedy. The voluntary warranty excludes later accidental or impact damage, later liquid damage, normal cosmetic wear, misuse, or unauthorised alterations or repairs that cause the fault. An exclusion applies only where relevant and does not automatically remove statutory rights.

New products carry applicable statutory rights and any supplied manufacturer warranty. Any additional APX commercial warranty is stated in the listing or sales documents. To claim, contact us with your order details and a description of the issue. We may inspect or test the device; please back up data where possible.

Data & Device Repairs

Customers are responsible for backing up important data before submitting a phone, tablet, computer, console or other device for repair.

Although we take reasonable care when handling devices, repair procedures may sometimes require software restoration, resetting or replacement of components.

Customers should remove SIM cards, memory cards and unnecessary accessories before leaving a device with us unless they are required for diagnosis.

Diagnostic & Motherboard Repairs

Complex motherboard, liquid-damage, data-recovery and diagnostic work may involve significant investigation before the exact fault can be identified.

Where a diagnostic or inspection charge applies, this will be communicated to the customer before the relevant charge is incurred.

Successful recovery of data cannot be guaranteed.

Diagnosis, approval and collection

We diagnose devices before confirming required work and final price. A repair will not normally proceed until you approve the quote. We seek approval for extra chargeable work if further faults are found. A successful repair cannot always be guaranteed, particularly after extensive liquid damage, previous repairs or complex motherboard faults. We explain material risks where reasonably identifiable.

We take reasonable care but cannot guarantee data preservation. Nothing here excludes liability where unlawful, including for a failure to use reasonable care and skill. We will tell you when a device is ready for collection. Any storage charge or uncollected-device arrangement will be explained in advance and handled lawfully; a device is not automatically treated as abandoned.

Repair bookings

You may request an appointment online or in store. The chosen time is for dropping off your device, not a guaranteed repair completion time. Diagnosis and suitable parts availability still apply.

Where a £10 booking deposit is charged, it is credited against the final approved repair price. The amount and applicable terms are displayed before booking confirmation. If APX cannot provide the booked service, we refund the deposit unless another lawful arrangement is agreed. For customer cancellations, we may retain only reasonable, evidenced costs or losses we are legally entitled to recover; deposits are not automatically non-refundable.

Where statutory cancellation rights apply to a distance-booked service, we respect them. If you expressly ask us to begin during an applicable cancellation period, any amount payable after cancellation depends on legal requirements and the service actually supplied. We confirm final repair prices after diagnosis where necessary and seek approval before extra work. Booking confirmations may include a reference; where supported, progress can be tracked with that reference and the associated email address.

UK delivery

Eligible products available for online purchase may be delivered within the UK. Checkout shows available options, charges and estimates. Next-day delivery is not guaranteed unless expressly offered and confirmed for the order. We aim to dispatch within the timeframe shown at checkout or in the order confirmation.

Unless otherwise agreed, goods will be delivered without undue delay and normally within 30 days of the contract being formed. We will inform you of delays where reasonably possible and respect your legal rights. Where we arrange delivery to a consumer, goods generally remain at our risk until the consumer or a person identified by them takes physical possession, subject to legal exceptions. Contact us promptly about damage or non-delivery. All mandatory delivery charges are shown before payment.

Online Orders

For orders placed through our website, customers may have additional cancellation and return rights under UK consumer law.

Where a statutory cancellation right applies, customers should contact us within the applicable cancellation period and follow our return instructions.

Certain products or services may be exempt from cancellation rights where permitted by law.

Return Shipping

Customers should contact us before returning an online order so that we can provide the appropriate return instructions.

Responsibility for return costs will depend on the reason for the return and the customer's applicable statutory rights. Where an item is faulty, incorrect or not as described, we will deal with the return in accordance with applicable consumer law.

Products, prices and orders

Arora Phone Xperts Ltd operates this website. We aim to describe products accurately, including model, storage, colour, condition and known material defects. Pre-owned goods may show prior use. An illustrative image is an example, not a photograph of the exact item; contact APX for current stock photos when an example is shown.

Prices are shown in pounds sterling. APX is not currently VAT registered. Mandatory charges are disclosed before checkout. Pricing errors are handled fairly and lawfully. Customers can review the order, total and delivery details before payment. An acknowledgement does not necessarily mean acceptance; we confirm acceptance and provide applicable contractual information. If we cannot fulfil a paid order, we arrange an appropriate refund.

Stripe processes online payments. Cards, Apple Pay, Google Pay and Klarna may be offered where enabled and displayed at checkout. APX will not request card passwords, security codes or other sensitive payment credentials by email or ordinary messages.

APX is an independent retailer and repair business. Brand names identify products, supported devices or compatibility. Unless expressly and accurately stated, APX does not claim authorisation, endorsement or sponsorship by manufacturers. Trademarks belong to their owners.

These terms are governed by the laws of England and Wales without depriving consumers of mandatory protections that apply to them. Nothing excludes rights or liabilities that cannot lawfully be excluded.

How we use your information

Arora Phone Xperts Ltd is responsible for personal information processed for its own business purposes. Contact adminhelpdesk@apxrepairs.com about privacy.

Depending on the service, we collect names, contact and address details, orders and transactions, repair and device details, messages, account and loyalty information, technical data such as IP address and browser details, and limited information needed for an authorised repair. We do not ask for unnecessary information.

We use this information to process payments and orders; arrange delivery, collection and repairs; answer enquiries; maintain warranty and transaction records; meet legal and accounting duties; prevent fraud and protect the site; manage accounts; and send marketing where law permits. Depending on the purpose, the lawful basis is a contract, legal obligation, legitimate interests or valid consent. You can withdraw consent where we rely on it.

Independent providers may process payments under their own arrangements. We may share necessary information with hosting, maintenance, payment, delivery, email, accounting, legal and repair service providers with an appropriate lawful basis and safeguards. We do not sell customer information to advertisers. Where required, international transfers use appropriate UK data protection safeguards.

We retain information only as long as needed for the purpose, including contractual, warranty, tax, accounting and legal duties. Individuals may have rights to access, correct, erase, restrict or object to processing, and to data portability. Email us to exercise a right. You may complain to the Information Commissioner's Office.

We send promotional messages only where UK marketing law permits, including valid consent or an applicable existing-customer exception. You can opt out at any time without affecting necessary order or repair messages. We use appropriate security measures, though no internet service can guarantee absolute security. Our services are not designed to collect children's data unnecessarily. Updates to this policy will be published with an effective date.

How this site stores information

Cookies and browser storage help the site run. Essential storage supports customer and admin sessions, baskets, checkout continuity and repair bookings. The APX customer session cookie is APX_CUSTOMER; the restricted admin session cookie is APX_ADMIN. The browser also saves cart items locally and temporary checkout and booking selections for the current session. These functions support services you choose to use.

Online payment opens Stripe's secure checkout, where Stripe may use its own payment and fraud-prevention technologies under its policies. APX pages do not currently load Google Analytics or a Meta Pixel. Before introducing optional analytics or advertising cookies, we will obtain any consent required and provide a way to change that choice. You can clear site storage through browser settings, though this may sign you out or empty your cart.

Tell us you wish to cancel

You can send a clear cancellation statement without using this form. If you prefer, copy these details into an email to adminhelpdesk@apxrepairs.com or write to Arora Phone Xperts Ltd, 71A Southgate, Sleaford, NG34 7TA.

Proof of Purchase & Statutory Rights

We may request an order number, receipt or other reasonable proof of purchase when processing a return, warranty claim or repair warranty request.

Nothing contained in this Returns, Refunds & Warranty Policy is intended to exclude, restrict or override any rights customers have under applicable UK consumer law.