Last updated: 13 October 2026
These terms apply to every repair you book with Romans Repairs, whether you book online, by phone or in our shop, and whether you bring your device to us or send it by post. Please read them before you book. When you tick “I agree to the Terms and Conditions” on our booking form, you are agreeing to them.
Nothing in these terms affects your legal rights as a consumer. For free, independent advice about your rights, contact Citizens Advice.
1. About us
Romans Repairs Ltd is a company registered in England and Wales, company number 13892634. Our registered office is 124 City Road, London, EC1V 2NX.
- Shop: 26 Denmark Street, Wokingham, RG40 2BB
- Phone: 07503 010080
- Email: [email protected]
2. Booking your repair
2.1 When you book, you tell us your device, the repairs you need, whether you will visit our shop or send your device by post, and your contact details. Please make sure these details are correct.
2.2 We will send you a booking confirmation by email or text message. Our contract with you starts when we send that confirmation.
2.3 If you tick “Call me before booking”, we will call you before we confirm your booking or take any payment.
2.4 You must be 18 or over to book a repair, or have permission from a parent or guardian.
2.5 By booking, you confirm that you own the device or have the owner’s permission to have it repaired. We may refuse to repair a device that we believe is lost, stolen or blocked, and we may share its details with the police where the law allows or requires it.
2.6 You can change or cancel your appointment using the link in your confirmation email, or by contacting us.
3. Prices and quotes
3.1 The prices on our website include VAT and are for the device model and repair you choose.
3.2 We confirm your price when we inspect your device. If your device is a different model, or we find a different or extra fault, we will tell you the new price before we do any work. You can say no, and we will not charge you for the repair.
3.3 We never carry out work that you have not agreed to.
3.4 Our pre-repair diagnostic is free. If you are not sure what is wrong with your device, we will find the fault and give you a price before any repair.
3.5 No fix, no fee: if we cannot repair your device, you do not pay for the repair.
3.6 For mail-in repairs, we quote the postage after you book. Postage is separate from the repair price and is payable whether or not the repair goes ahead.
4. Deposits and payment
4.1 When you book, you can pay a deposit or the full repair price, as shown on the booking form. Online payments are made through our secure checkout. We never see or store your full card details.
4.2 We take your deposit off your final bill.
4.3 The rest of the price is due when your repair is finished: before you collect your device, or before we post it back to you.
4.4 If we cannot repair your device, or you cancel before we start work, we will refund what you have paid for the repair in full. If the final price is lower than the amount you paid, we will refund the difference. We make refunds within 14 days, to the payment method you used.
5. Your right to cancel
5.1 If you book online or by phone, you have 14 days from the day we confirm your booking to change your mind, without giving a reason.
5.2 If you book an appointment or send us your device within those 14 days, you are asking us to start the repair during the cancellation period. If you cancel after we have started work, we may charge you for the work done up to that point.
5.3 Once your repair is fully completed, you can no longer cancel it. You still have all your rights if something is wrong with the repair (see section 9).
5.4 To cancel, use the link in your confirmation email, or tell us by email or phone. You can use the cancellation form at the end of these terms, but you do not have to.
6. Before you hand over your device
6.1 Back up your data. Most repairs do not affect your data, but some faults and repairs can cause data loss even when we work carefully. Please back up your device before you bring it in or post it.
6.2 Remove your SIM card, memory card and case, unless we ask you to leave them in.
6.3 Some repairs need your passcode so that we can test your device fully. Never write your passcode on paperwork or a parcel. If we need it, we will ask you for it by phone. If you prefer not to share it, we will test everything we can and tell you which functions we could not test.
6.4 Please tell us if your device has had liquid damage, has been repaired before, or has been opened by anyone else. This helps us spot risks early.
6.5 Do not post a device whose battery is swollen, overheating or smells of burning. Call us first.
7. Mail-in repairs
7.1 After you book, we will send you packing instructions and a repair form. Please follow the instructions and put the completed form in the box with your device.
7.2 You are responsible for your device until it reaches us. We recommend Royal Mail Special Delivery Guaranteed, with cover that matches your device’s value. Standard First and Second Class post have no tracking and very low compensation if a parcel is lost.
7.3 We will let you know when your device arrives. If it arrives damaged, or in a different condition from what you described, we will contact you before we do any work.
7.4 We send your device back by tracked delivery to the address you gave us, and we are responsible for it until it is delivered. Please check your address carefully. If a parcel comes back to us because of a wrong address or a missed delivery, we will ask you to pay for it to be sent again.
7.5 If you decide not to go ahead with the repair, we will return your device unrepaired.
8. The repair
8.1 We carry out every repair with reasonable care and skill, and we test your device before we return it.
8.2 We use high-quality parts that match the original specification, such as OEM-grade parts, or manufacturer service parts where stock allows. They may not be made by your device’s manufacturer. If you would prefer genuine manufacturer parts, ask us before we start, and we will tell you whether they are available and how much they cost.
8.3 Some manufacturers, including Apple, show a message such as “Unknown Part” or “Non-genuine display” when a part was not fitted by them, and some features, such as the battery health reading, may show differently. This does not mean the part is faulty. We will tell you before we start if this applies to your repair.
8.4 We reseal devices where the design allows, but we cannot guarantee water resistance after any repair. Please keep your repaired device away from water.
8.5 Devices with liquid damage, previous repairs or bent frames are often fragile, and hidden faults can appear during or after a repair. We will explain any risks before we start. We are not responsible for faults that already existed, or that come from your device’s existing condition, unless we caused them by failing to use reasonable care and skill.
8.6 If we find another fault during the repair, we will contact you before we do any extra work.
8.7 Any repair time we give you is an estimate. We will let you know if there is a delay, for example while we wait for a part.
8.8 We recycle replaced parts responsibly. If you would like your old parts back, please ask us before the repair.
8.9 We do not look through your photos, messages or other personal content. We only use your device as much as we need to test the repair.
9. Our 12-month warranty
9.1 Every repair comes with a 12-month warranty on the parts we fit and on our workmanship. It starts on the day your repaired device is returned to you.
9.2 If a part we fitted fails, or our workmanship is at fault, during the warranty period, we will put it right free of charge. If we cannot, we will refund what you paid for that repair.
9.3 The warranty does not cover:
- accidental damage after the repair, such as drops, cracks, bending or pressure;
- liquid damage;
- your device being opened or repaired by anyone else;
- faults in parts of your device that we did not repair;
- normal battery wear (all batteries slowly lose capacity with use);
- software problems or lost data.
9.4 To make a claim, contact us with your booking reference. You can bring your device to our shop, or post it to us as described in section 7. For a valid warranty claim on a mail-in repair, we pay the cost of sending your device back to you.
9.5 This warranty is in addition to your legal rights. Under the Consumer Rights Act 2015, if our repair is not carried out with reasonable care and skill, you can ask us to put it right, and in some cases you can get some or all of your money back.
10. Collecting your device
10.1 We will let you know by email or text message when your device is ready.
10.2 Please collect your device within 90 days. We may ask for your booking reference or ID before we hand it over. If someone else will collect it for you, please tell us beforehand.
10.3 If you have not collected your device within 90 days, we will write to you using the contact details you gave us. Our message will give a collection date at least 30 days later and the amount you owe. If you still have not collected your device by that date, we may sell it or recycle it responsibly. We will securely wipe all data first. If we sell it, we will keep what you owe us and the reasonable costs of the sale, and pay you the rest if you ask for it.
11. Our responsibility to you
11.1 If we break these terms or fail to use reasonable care and skill, we are responsible for any loss or damage you suffer that was a foreseeable result. We are not responsible for loss or damage that was not foreseeable.
11.2 If we damage your device while it is with us, we will repair it free of charge. If that is not possible, we will pay you what your device was worth just before the damage, based on its condition when you gave it to us.
11.3 We are not responsible for lost data unless the loss was caused by our failure to use reasonable care and skill. Backing up your device first protects you (see 6.1).
11.4 We repair devices for private use. If you use your device for business, we are not responsible for loss of profit, loss of business, business interruption or loss of business opportunity.
11.5 We do not exclude or limit our responsibility where the law does not allow it, including for death or personal injury caused by our negligence, for fraud, or for breaching your legal rights as a consumer.
12. Your personal information
We use your personal information to take your booking, repair your device and keep you updated. Our Privacy Policy explains how we use and protect it.
13. Problems and complaints
If something is not right, please contact us first by email, by phone or in our shop. We will reply within 5 working days and do our best to put things right quickly.
14. Other important terms
14.1 We may update these terms from time to time. The version on our website when you book applies to your booking.
14.2 If a court decides that part of these terms cannot be enforced, the rest still applies.
14.3 This contract is between you and us. Nobody else has any rights under it.
14.4 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
Cancellation form
Only complete and send this form if you want to cancel your booking. You can also cancel using the link in your confirmation email, or by email or phone.
To: Romans Repairs Ltd, 26 Denmark Street, Wokingham, RG40 2BB. Email: [email protected]
I hereby give notice that I cancel my contract for the supply of the following service:
- Booking reference:
- Device and repair:
- Date booked:
- Your name:
- Your address:
- Signature (only if you send this form on paper):
- Date: