Shipping / Delivery Policy
1. Once completed, your order will be returned by our secure courier. This is generally a next working day service, however, this is not guaranteed and may be subject to delays that are out of our control. On some occasions when this delivery service is not available, we may use alternative carriers, included Royal Mail Next Day Special Delivery. Your package is fully tracked and a tracking reference is available.
2. All return deliveries are insured up to the value of £500. Should a device arrive damaged or is missing, please contact us the day it is delivered in order that a claim can be made on your behalf. To pursue a claim, we will require photographic evidence of ALL packaging received (including the outer delivery bag) and proof of initial purchase of the device. Please contact our customer service team if you have any enquiries of this nature. If you require additional insurance cover over £500 please notify us and this can be upgraded for an additional fee.
3. The courier collection service is provided on a next working day basis e.g for orders placed before 5 pm Monday – Friday, the collection will be arranged for the next working day (Saturday and Sunday are not classed as working days). If your order is received after 5 pm, the earliest collection will be 2 working days later. The courier collection time is from 9 – 5:30 pm, however, you will be notified of a 1-hour time slot on the morning of collection. We cannot specify an exact time slot at the time of making a courier collection booking, however, this can be amended if not convenient.
4. All packages collected by courier MUST be adequately protected. You will receive packaging instructions, but it is recommended that all devices are sent in their original box, placed inside a jiffy bag. We strongly recommend that you conceal the contents by using a plain wrapper. If the original box is not available, a similar alternative can be used, just ensure there is sufficient protection in place. Any damage to your device during transit is not covered under our insurance policy. If the device is lost or stolen during transit, this will be covered up to a value of £500. If you require a higher insurance amount, please contact us and we can arrange this for an additional fee. To pursue a claim, we will need proof of purchase for the device that was collected. For the avoidance of doubt, the value of your device will be deemed to be the current market value i.e. the price of a used/refurbished device of a similar age and condition.
5. All courier collections will be delivered to our offices the next working day, however as this is not a guaranteed service, delays can sometimes occur. Whilst we make every effort to speed up your repair should there be a delivery delay, we cannot be held liable for any financial loss or personal inconvenience that may occur.
Return (and refund) Policy
1. If you are unhappy with the service and/or repair of your device, we have established the following process:
(a) For orders that have not yet been received by G@dgetClinic (or in transit to us), you can cancel your order at any time and we will offer a full refund.
(b) For orders that have been received (or in transit to us), but repair work has not yet started we will offer a full refund of the repair charges but with a processing fee of £24.99 deducted. Any courier collection fees will not be refunded.
(c) For orders that have been received and repair work has started, we cannot offer a full refund, however, we will offer to rectify any warranty issues free of charge as per our 12-month warranty policy. At our discretion, we may offer a partial or full refund or issue a credit note if you have been excessively inconvenienced.
2. Liquid Damage Service. This service is not a repair, but a thorough cleaning and inspection service. It does not guarantee that your device will be repaired, but simply that it is cleaned and fully tested. Should repairs be required e.g. replacement components, then these will be additionally charged. Once the cleaning and inspection service has been completed, the fee is non-refundable regardless of whether the device is repaired or not.