Repair Policy

This Repair Policy outlines the procedures, duties, and requirements for all repairs performed by Tech-Eyes.  

It establishes clear expectations for customers before, during and after a repair and maintains consistency in the process throughout all stores.  

The policy clarifies the process of assessment, approval, repair, and return of the device to the customer, outlines the responsibilities of the customer and Tech-Eyes, and addresses issues of additional damage identified during the repair process, unavailable parts, delays in the repair process, loss of data, uncollected devices, and warranty coverage.  

The goal is to ensure that the repair process is transparent, minimize misunderstandings, and safeguard the customer and business. 

Repair Eligibility 

Tech-Eyes repairs the following types of eligible electronics: smartphones, tablets, laptops, smartwatches, gaming devices and more.  

The ability to repair will depend on the state of the device, the model, and the feasibility of the repair, availability of replacement parts and components, manufacturer limitations, and the technician’s diagnosis. If a device is brought in for repair, it does not necessarily mean that the repair can be done. 

Device Ownership Verification 

Customers must ensure that they are lawfully entitled to possession of the device or have authority to request a repair on the owner’s behalf. Tech-Eyes may require proof of ownership, such as government ID, proof of purchase, or other supporting information, as reasonably required, especially for high-value equipment or when there is a concern about ownership. 

Device Intake Record 

Tech-Eyes may take photographs of the outside of the device prior to repair to document the visible condition of the device, including scratches, dents, cracks, missing parts, defects in or around the display, defects in the camera, and signs of liquid damage or defects in the frame. This intake record helps distinguish between damage already present and damage that occurs during the repair. 

Diagnostic Findings 

Diagnostic testing may uncover further issues or other hidden damage which were not seen in the initial testing. Tech-Eyes will inform the customer of the revised assessment of the repair and obtain approval of the scope, cost and feasibility of the repair if their findings alter it. 

Repair Estimates & Timelines 

All repair quotes and estimated completion times are given in good faith, based on what is known at the time of assessment. Timelines can change due to supplier delays, manufacturer restrictions, part availability, newly discovered faults, shipping delays, or unexpected technical issues. Tech-Eyes will make a reasonable effort to keep customers informed of any significant changes. 

Customer-Supplied Parts 

If a customer asks Tech-Eyes to install a part they have supplied themselves, Tech-Eyes cannot guarantee the quality, compatibility, authenticity, or long-term performance of that part. Unless agreed in writing otherwise, any warranty Tech-Eyes provides in this case covers workmanship only, not the part itself. 

High-Risk Repairs 

Some repairs carry a higher technical risk due to the device’s existing condition. This includes devices with liquid damage, severe physical damage, motherboard failure, structural frame damage, a swollen battery, or previous repair work by another provider. Customers should understand that, even with reasonable professional care, additional faults may appear during the repair of these devices. 

Customer Approval for Additional Costs 

Tech-Eyes will not carry out any extra chargeable repair work without first obtaining the customer’s approval if the revised cost exceeds the original approved quote, except where immediate action is reasonably necessary to protect the device or to keep the technician safe. 

Device Collection Policy 

Customers are notified once their repair is complete and are expected to collect the device within the timeframe Tech-Eyes communicates. Devices left uncollected beyond this period may incur storage charges and, after reasonable attempts to reach the customer, may be handled under the Unclaimed Device Policy and applicable law. 

Payment Requirements 

Payment for a completed repair is generally required before the device is handed back, unless Tech-Eyes has expressly agreed to a different payment arrangement. An outstanding balance may delay release of the repaired device. 

Repair Warranty Reference 

A completed repair is covered only under the applicable Repair Warranty or Parts Warranty, and only for the repaired component or the workmanship involved. This coverage does not extend to unrelated parts of the device, to accidental damage that occurs after the device is collected, or to anything excluded under the applicable warranty documents. 

Repair Refusal 

Tech-Eyes may decline to carry out a repair where a device is reported lost or stolen, contains hazardous materials, presents an unreasonable safety risk, has been significantly modified, cannot be repaired safely, or where a customer behaves in an abusive, threatening, fraudulent, or otherwise inappropriate way. 

Company Responsibilities 

Tech-Eyes will: 

  • carry out repairs with reasonable professional care 

  • maintain its quality standards 

  • clearly explain what its technicians find 

  • get approval before doing any extra chargeable work 

  • protect customer information throughout the repair process 

  • complete approved repairs according to company procedures 

Customer Communication 

Tech-Eyes will make a reasonable effort to keep customers updated on repair progress, revised quotes, additional diagnostic findings, part availability, when the repair is complete, reminders to collect the device, and any significant delays affecting the repair. 

Force Majeure 

Tech-Eyes is not responsible for delays in completing a repair caused by supplier shortages, discontinued replacement parts, shipping delays, customs holds, labour disruptions, manufacturer restrictions, natural disasters, government action, or other circumstances beyond the company’s reasonable control. 

Examples 

 Example 1: A customer asks for a screen replacement. During inspection, the technician also finds a swollen battery. The customer is contacted, approves a new quote that covers both issues, and the repair proceeds. 

Example 2: A customer declines an additional repair that was found necessary during diagnostics. Only the originally approved repair is completed, where technically possible, and the other fault remains unresolved. 

Example 3: A customer supplies their own replacement screen and asks Tech-Eyes to install it. Tech-Eyes installs the part, and the workmanship is covered under warranty, but the customer-supplied screen itself is not covered unless a separate agreement is in place. 

Example 4: A device is not picked up despite repeated notifications. Once the holding period ends, storage charges apply, and the device is handled in accordance with the Unclaimed Device Policy and applicable law. 

Example 5: A technician discovers liquid damage while carrying out a repair. The customer is informed, the risks of continuing are explained, and the customer decides whether to go ahead. 

This Repair Policy works alongside Tech-Eyes’ standard Terms & Conditions, including its policies on returns, exchanges, bundles, and refunds, as well as the Warranty Policy, Repair Warranty, Privacy Policy, Refund Policy, Return Policy, Tech-CtrlZ Terms, Tech-PROtect Terms, Parts Warranty, and Certified Device Warranty.