Hazelden Tech Solutions – Terms & Conditions & Repair Warranty

Last updated: 20 November 2025

By booking a repair or using any service provided by Hazelden Tech Solutions Ltd (“we”, “us”, “our”), you agree to be bound by these Terms & Conditions and our Repair Warranty policy.

Nothing in these Terms affects your statutory rights under UK law.

1. Who we are

Hazelden Tech Solutions Ltd is a UK-registered company providing repair and IT support services for consumer electronics, including mobile phones, tablets, laptops, desktops, games consoles and retro tech.

Company name: Hazelden Tech Solutions Ltd
Company number: 14723005
Registered office / shop address:
91 Brighton Road,
Redhill, Surrey, RH1 6PS, United Kingdom
Telephone: 01737 457 737
Email: hello@hazelden.co.uk

2. Scope of services

We provide (but are not limited to):

Mobile phone repairs
Tablet repairs
Laptop and desktop computer repairs
Games console repairs
Retro tech and other electronic device repairs
Liquid damage assessment and cleaning
Logic/board-level repairs (where possible)
Data transfer and recovery (where possible)
General IT support and diagnostics

We may add, remove, or modify services at any time.

3. Booking, diagnostics & quotations

3.1 Booking a repair

You can book a repair online, by phone, or in person at our Redhill shop. A booking constitutes an offer for us to inspect and, if agreed, repair your device.

3.2 Diagnostics

We generally offer free diagnostics to assess faults where practical. In some complex cases (e.g. severe liquid damage, advanced board-level work, or data recovery), a diagnostic fee may apply; this will be explained and agreed before proceeding.

Diagnostics do not guarantee that a device is repairable.

3.3 Quotes

After diagnostics, we will provide a price estimate for repair:

All quotes are given in GBP (£) and include labour and parts unless stated otherwise.
Quotes are typically valid for 7 days from issue, unless we tell you otherwise.
If we discover additional faults or required parts after starting the repair, we will contact you for approval before proceeding.

If you decline a repair after diagnostics:

You may collect the device in its current state.
If any paid diagnostic or inspection work was agreed, this will still be chargeable.

4. Prices, payment & VAT

Prices for common repairs may be listed on our website or provided as a quote.
Where not specified, prices will be confirmed before work is carried out.
Payment is due in full on completion of the repair or before the repair is carried out, before the device is released, unless otherwise agreed.
We accept the payment methods advertised in-store or on our website (e.g. card, cash, bank transfer).
Any parts not stocked may require payment upfront, you can contact us to see what we stock.

If we sell devices or accessories alongside repair services, separate sales terms may apply (e.g. return policies, resale warranty).

5. Repair process & parts

5.1 Parts used

We use high-quality parts suitable for the device being repaired. In some cases these may be:

Genuine
Original (OEM)
Refurbished original
High-quality compatible/aftermarket parts

If the part type matters (e.g. OEM vs non-OEM), we will explain your options where possible so you can choose according to price and quality.

5.2 Device condition on arrival

By leaving your device with us, you confirm that:

You are the owner of the device or have the owner’s permission to authorise repair.
You understand that opening or repairing a device may void any existing manufacturer warranty, depending on the manufacturer’s terms.

5.3 Risk of further damage

Many devices arrive with pre-existing faults or damage (for example, liquid ingress, cracked boards, bent frames, prior repair attempts, or severe impact damage). While we take great care:

There is a small risk that a device may fail completely during diagnosis or repair, particularly with liquid damage or heavily damaged boards.
Where damage is due to pre-existing faults, corrosion, or prior work, we cannot be held responsible for resulting loss of function.

If a device becomes unrepairable during the process through no fault of ours (e.g. existing corrosion causes a track to fail), we will discuss options with you. We may still charge for parts or labour already supplied if this was agreed.

6. Repair Warranty – Quick Overview

We know warranty is important, so here’s the summary in plain English. Full details are in Section 7.

Standard warranty:

Unless stated otherwise, most repairs come with a 12-month warranty on the parts we replace and the labour used to fit them. This aligns with the “1 Year Warranty” we advertise on our repair services.

What it covers:

Defects in the replacement part itself.
Workmanship related to that repair (e.g. a screen that stops responding due to a faulty replacement, not impact or new damage).

What it doesn’t cover (common exclusions):

New physical damage after repair (drops, cracks, bends, pressure damage).
Liquid or moisture damage after repair.
Damage or faults unrelated to the original repair.
Any tampering, opening, or repair by a third party after our work.
Normal wear and tear (e.g. batteries naturally degrading over time).

Liquid damage, data recovery, and board-level work are often not covered by standard warranty, or may have limited warranty, due to their nature.

Your statutory rights are always protected. If there is a problem with our work that falls under consumer law, we will act in line with those rights.

7. Full Repair Warranty Terms

7.1 Warranty duration

Unless we tell you otherwise in writing before or at the time of booking:

Repairs on most parts (e.g. screens, charging ports, cameras, most components) include a 12-month warranty from the date of collection/completion.

We may use different warranty periods for certain repair types, for example

Board-level repairs / micro-soldering: often limited warranty (e.g. 3 months) or functionality-only warranty due to the complexity and prior damage involved.
Liquid damage cleaning/attempted revival: usually no warranty, because corrosion can continue or new issues can develop.

Any alternative warranty period will be clearly communicated on your invoice, booking confirmation or our website for that specific service.

7.2 What the warranty covers

Our repair warranty covers:

Defective parts that we supplied and fitted.
Defects in workmanship directly related to the repair we carried out.

If a covered fault arises within the warranty period:

We will inspect the device.
If the issue is confirmed to be a defective part or workmanship, we will repair or replace the part at no charge.
If a repair is not possible or not economical, we may offer an alternative remedy (e.g. part-refund for the repair, replacement part, or credit) at our discretion, in line with consumer law.

7.3 Warranty exclusions

Our warranty does not cover:

Any new physical damage after the repair, including:
- Cracked or chipped screens
- Bent frames
- Pressure or impact damage
- Damage caused by dropping or mishandling the device
Any liquid or moisture damage occurring after the repair.
Damage caused by third parties, including other repair shops or DIY repairs.
Software issues, operating system problems, viruses, or corruption unless directly caused by our repair.
Pre-existing faults or damage not related to the repair carried out.
Accessories (cases, chargers, cables, screen protectors) unless specifically stated otherwise.
Normal wear and tear, including natural battery capacity loss over time.

7.4 Conditions that void the warranty

Your warranty may be void if:

The device is opened, tampered with, or repaired by someone else after our repair.
Any security seals or warranty stickers we apply are removed or damaged.
The IMEI/serial number has been removed, defaced, or is no longer readable where this is needed to verify the device.
The device is damaged by incorrect use of accessories, chargers, or power supply.

7.5 Warranty on devices repaired more than once

If your device is repaired under warranty, the warranty period does not restart from zero. It continues from the date of the original paid repair, unless we explicitly confirm otherwise in writing.

7.6 Customer-supplied parts

If you provide your own parts:

We may choose not to fit customer-supplied parts, depending on quality and compatibility.
If we do fit them, we do not provide any warranty on those parts, and our warranty may be limited to workmanship only.

8. Making a warranty claim

To make a warranty claim:

Phone: 01737 457 737
Email: hello@hazelden.co.uk

Please provide:

Your name and contact details
The device make/model
The date of the original repair (or your receipt/booking reference)
A description of the fault and how/when it occurs

We may ask to see the device in person at our shop or via our agreed mail-in process. We will assess the device and advise whether the issue is covered under warranty.

If the fault is not covered (e.g. new physical damage, liquid damage, unrelated fault):

We will explain the reason.
We will provide a quote for a new repair if appropriate.
You may choose whether to proceed or not.

9. Data, passwords & privacy

9.1 Your data

We recommend that you back up your data (photos, contacts, files, etc.) before bringing your device to us. While we take care, repair work can involve risks such as:

Data loss or corruption
Necessity to restore or reinstall software
Complete device failure (especially in liquid-damaged or severely damaged devices)

We cannot be held liable for any loss of data or software during diagnosis or repair. We strongly recommend regular backups.

9.2 Security & passwords

To properly test your device:

We may need your passcode, pattern, or login details for a limited time.
If you prefer not to share this, we will do our best to test around it, but this may restrict what we can guarantee or verify.

We treat access details confidentially and only use them to test and verify the repair. You should change your passcodes after collecting your device if concerned.

9.3 Privacy

We will not intentionally access or copy your personal content (photos, messages, emails, etc.) unless necessary for troubleshooting and only with your permission. Our Privacy Policy explains how we handle your personal information in more detail (you can link to your separate privacy page here).

10. Uncollected devices

We will contact you when your device is ready for collection.

If a device is not collected within 90 days of notification, despite reasonable efforts to contact you (using the contact details you provided), we reserve the right to:

Treat the device as abandoned, and
Dispose of it or sell it to recover costs of diagnosis, parts and/or storage.

We will always try to contact you before taking any such action.

11. Mail-in / courier repairs (if applicable)

If you use a postal or courier repair service with us:

You are responsible for safely packaging the device and choosing a suitable tracked/insured postage method to us.
We are not liable for damage or loss in transit to us caused by the courier.
When returning the device, we will use a tracked service to the address you provide; risk passes to you once handed to the courier.
Any transit insurance claims must be made with the courier in line with their terms.

12. Limitation of liability

Nothing in these Terms excludes or limits our liability for:

Death or personal injury caused by our negligence
Fraud or fraudulent misrepresentation
Any other liability that cannot be excluded under UK law

Subject to the above:

Our liability for any loss or damage arising out of or in connection with a repair is limited to the price you paid for that repair or, if applicable, the then-current replacement cost of the device (whichever is lower).
We are not liable for indirect or consequential losses, including:
- Loss of data
- Loss of business, income, or profits
- Loss of opportunity or goodwill

Your statutory rights as a consumer in the UK remain unaffected.

13. Cancellations & cooling-off

For in-store repairs started at your request, work often begins promptly (and sometimes immediately). Once a repair has been completed or parts specially ordered for your device:

Cancellation may not be possible, or
A cancellation/restocking fee may apply to cover parts and labour already used.

For online or distance bookings, UK consumer law may give you a cooling-off period, but you can explicitly consent for us to start work before the period ends. If you do so, you may be liable for reasonable costs if you later cancel once work or special orders have begun.

14. Website use & content

When using hazelden.co.uk:

Content is for general information and to help you book or enquire about services.
We do our best to keep the website accurate and up to date, but we do not guarantee that all information (including prices, descriptions, or availability) is always error-free.
We may change or remove website content at any time without notice.

For full details of how we handle cookies and personal data on the website, please see our Privacy Policy and any Cookie Policy.

15. Changes to these Terms & the Warranty

We may update these Terms & Conditions and our Repair Warranty from time to time, for example to reflect changes in the law, our services, or our internal processes.

The version in force at the time you book or authorise a repair will generally apply to that repair.
The latest version will always be available on our website or on request.

16. Governing law & complaints

These Terms & Conditions and any disputes relating to them are governed by the laws of England and Wales, and you agree to the exclusive jurisdiction of the courts of England and Wales.

If you have a concern or complaint:

Please contact us in the first instance so we can try to resolve it quickly and informally.
If we can’t resolve it, you may be entitled to escalate your complaint through alternative dispute resolution (ADR) schemes or relevant consumer bodies, in line with UK consumer law.