Terms & Conditions

Service Overview

celltech offers a UK-wide mail-in repair service for customers who can't visit us in Birmingham, UK. Same technicians, same parts, same 27 months warranty — just posted to your door.

Why choose our mail-in service?

• UK-wide coverage: From Cornwall to the Scottish Highlands
• Fair shared costs: You pay to send, we pay to return
• Special Delivery only: Next-day delivery, full insurance, tracked throughout
• Same warranty: 27 months coverage, identical to in-store
• No fix, no fee: If we can't repair it, we return it free
• Real-time updates: Email/SMS at every stage

These Terms supplement our standard Repair Terms & Conditions. By using our mail-in service, you agree to both.

How It Works

Six simple steps:

1. Get a quote: Use our online tool to describe your device and fault — instant estimate in seconds
2. Book your repair: Confirm your booking and receive our postal address and reference number
3. Pack and send: Follow our packaging guide (below) and send via Royal Mail Special Delivery
4. We receive and diagnose: Email confirmation with photos when it arrives, full diagnostic within 24 hours
5. Approve and repair: We confirm the final price (or any adjustments) and await your go-ahead
6. Return delivery: We ship it back via Special Delivery at our cost, fully insured

Communication throughout: You'll receive email/SMS updates when we receive your device, complete diagnosis, finish the repair, and dispatch. No radio silence.

Postage Costs

Estimated postage costs (to send your device to us):

Why we require Special Delivery:

• Speed: Next business day delivery by 1pm guaranteed
• Insurance: Compensation cover up to £2,500 (choose tier based on device value)
• Tracking: Full tracking with signature on delivery
• Claims: Royal Mail accept claims for loss/damage — essential for your protection

We do not accept devices sent via:

• Royal Mail 1st/2nd Class (no insurance, limited tracking)
• Hermes, Yodel, or other couriers (insurance claims difficult)
• Untracked services of any kind

If you send via an uninsured method and your device is lost or damaged in transit, we cannot take responsibility. Please protect yourself.

Packaging Requirements

Step-by-Step Packaging Guide:

Step 1: Prepare your device

• Power off completely (not sleep mode)
• Remove SIM card and memory card — keep these safe at home
• Remove case, cover, and screen protector
• Clean off any dust or debris
• Note down your device's IMEI/serial number (for your records)

Step 2: Wrap with bubble wrap (CRITICAL)

• Minimum 3-5 layers of bubble wrap around the entire device
• Ensure all corners and edges are covered — these are most vulnerable
• Bubbles should face inward (touching the device)
• Secure with tape so wrap doesn't unravel
• For laptops/tablets: Place cardboard sheets on both sides of the screen before wrapping

Step 3: Choose the right box

• Use a sturdy cardboard box (not a padded envelope for tablets/laptops)
• Box should be slightly larger than your wrapped device
• Do NOT use: Original Apple/Samsung boxes (attracts theft), cereal boxes, shoe boxes with weak cardboard
• Good options: Amazon delivery boxes, Royal Mail small/medium parcel boxes (available at Post Office)

Step 4: Fill empty space

• Device should not move when you shake the box
• Fill gaps with: scrunched newspaper, packing paper, additional bubble wrap, or foam
• The device should be "floating" in protective material, not touching box walls

Step 5: Seal and label

• Seal all seams with strong packing tape (not sellotape)
• Apply tape in an H-pattern on top and bottom
• Write your booking reference number on paper inside the box
• Address clearly to: celltech, 353 Warwick Road, Solihull, B91 1BQ

Step 6: Post via Special Delivery

• Take to any Post Office (not a post box)
• Request "Special Delivery Guaranteed by 1pm"
• Choose compensation tier matching your device value
• Keep your receipt — this contains your tracking number and is required for any claims

Transit Insurance

Outbound (you to us):

Your device is covered by Royal Mail's Special Delivery compensation scheme. Choose the right tier:

Return (us to you):

We ship all returns via Special Delivery with appropriate compensation cover at our cost. You don't need to do anything — we handle it.

Making a claim (outbound):

If your device is lost or damaged on the way to us, you'll need to contact Royal Mail directly with your receipt. We'll provide a letter confirming the device didn't arrive or arrived damaged if needed.

Turnaround Times

Total turnaround = Transit to us + Repair + Transit back

Typical total: 4-6 business days for standard repairs, 7-10 for complex repairs.

What might extend repair times:

• Parts needing to be ordered (we'll inform you immediately)
• Waiting for your approval on a revised quote
• Additional faults discovered during repair
• Board-level work requiring extended testing

Diagnosis & Approval

When your device arrives:

1. Photograph packaging: We document how it arrived (condition of box, wrapping)
2. Photograph device: Full condition assessment with images
3. Email confirmation: Sent within hours with arrival photos
4. Full diagnosis: Thorough testing within 24 hours
5. Final quote: Emailed with breakdown and any adjustments explained
6. Your approval: We wait for your written confirmation before proceeding

Common reasons for quote adjustments:

• Additional faults discovered (e.g., water damage indicators triggered)
• Device condition different from description
• Different model or storage than quoted for
• Previous repair attempts by others causing complications

27-Month Warranty

Making a warranty claim (mail-in repairs):

1. Email mail@celltechmobilerepairs.co.uk with your original booking reference and description of the issue
2. We'll confirm warranty eligibility and send return instructions
3. Warranty claims: we pay return postage both ways
4. We diagnose and repair under warranty (no charge if covered)
5. Device returned to you via Special Delivery at our cost

For complete warranty terms including what's covered and what isn't, see our 27-Month Warranty page.

Return Shipping

Return shipping details:

• Service: Royal Mail Special Delivery Guaranteed by 1pm
• Insurance: Full value of your device
• Tracking: Full tracking with signature on delivery
• Packaging: Professional packaging with bubble wrap and sturdy box

Delivery address: We return to the address you provide at booking. If you need to change this, let us know before we dispatch.

Missed delivery: Royal Mail will leave a card and hold your parcel at the local delivery office for collection. Alternatively, arrange redelivery via the Royal Mail website.

Remote locations: Scottish Highlands, Northern Ireland, Channel Islands, Isle of Man, and BFPO addresses are covered at no extra charge, though delivery may take an additional day.

Risk Transfer

Who bears the risk at each stage:

Payment

Payment is required before we return your device.

Once the repair is complete, we email you a secure payment link. Payment methods:

• Credit and debit cards (Visa, Mastercard, Amex)
• Apple Pay and Google Pay (via payment link)
• Bank transfer (details provided)
• PayPal

What's included in the price:

• All parts and labour
• VAT
• Return shipping via Special Delivery
• 27 months warranty

What's not included:

• Your outbound postage (you pay ~£10-30 depending on device)

We dispatch within 24 hours of receiving payment (same day if paid before 2pm).

Cancellation Rights

Distance selling regulations: As a mail-in service, you have additional rights under the Consumer Contracts Regulations 2013.

To cancel, email mail@celltechmobilerepairs.co.uk or call +44 7700 143573 with your booking reference.

No Fix, No Fee

"No fix, no fee" applies when:

• Device is beyond economical repair
• Required parts are unavailable (discontinued models)
• Repair would cost more than device is worth (we'll advise you)
• You decline our quote after diagnosis
• Quote adjustment is unacceptable to you

What you're out: Only the ~£10-30 you paid to post it to us. That's the worst case scenario.

Alternative options: If repair isn't viable, we may offer:

• Trade-in value for the device (even faulty)
• Parts recovery (we'll credit you for usable components)
• Environmentally responsible recycling

Complaints & Disputes

Something not right? Here's how we'll resolve it:

1. Email mail@celltechmobilerepairs.co.uk with your booking reference and detailed concerns
2. Acknowledgement within 24 hours (business days)
3. Investigation: We review photos, records, and repair notes
4. Resolution within 14 days in most cases
5. Escalation: Request senior manager review if unsatisfied

Common mail-in concerns we resolve quickly:

• "Device arrived damaged" — We photograph everything on arrival. If transit damage occurred, we'll provide evidence for your Royal Mail claim
• "Repair took too long" — We'll explain the delay and consider goodwill gestures if appropriate
• "New issue after repair" — Return under warranty immediately, we'll cover both-way postage and investigate
• "Quote was different to estimate" — We'll re-explain with photos; you can always have device returned free

External resolution: If we cannot reach agreement, you may pursue alternative dispute resolution or legal remedies through the courts of England and Wales.

Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Your statutory rights: Nothing in these Terms affects your rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013. If any provision is found unenforceable, the remainder continues in full force.