Warning Cookies are used on this site to provide the best user experience. If you continue, we assume that you agree to receive cookies from this site. OK

Customer Service

  • Shipping & Delivery 
  • Repair & Warranty
  • Returns & Replacements
  • Unpaid Repairs
  • Payment, Pricing & Promotions
  • Complains
  • Privacy Statement

Shipping & Delivery

Repairs usually take 1-5 days from the date they arrive at our repair centre, this excludes the time taken for return delivery which is outside of our control (although we use a next-day service for the vast majority of units). Usually we send back same or second day. Note for harder repairs can take longer to be proccesed.
All items we send strictly by signed for first, second or special delivery.
Please note that postage covers UK mainland only. We can send repairs worldwide - but prices vary per country. Please contact us for a price before sending in a repair.

Repair warranty

Our repairs carry a limited 3 month warranty except the following:
liquid damage repair - 30 day warranty
Other services jobs - 30 day warranty

In the unlikely event your unit becomes faulty within the warranty period please send the unit back with a copy of the receipt or Ref No. and a covering letter stating current fault (we are not liable for your costs to return the unit to us). We will investigate and respond within 3 working days. If the problem is related to the initial repair, we will carry out a further repair free of charge and return at no cost. If the unit has further problems not related to original repair or parts not replaced in previous repair we will contact you and let you make a decision with regards to the cost. We will attempt a re-repair on your unit TWICE after the initial repair. If after this, the unit is still faulty we will issue a refund (minus the minimum charge, postage fee). We will need to see the unit and make sure its faulty prior to issuing a refund.

To clarify: If you send a unit to us under the repair warranty, the cost of the postage to send the unit to us will be covered by you, however we will return the unit to you free of charge if a problem is found. If the problem is not related to the original fault or no fault is found, return postage charges will apply.

Returns & Replacements

We operate a 7 days return period as explained below.

All the products on sale from tomtomrepairteam have met our high quality-control standards. However, if you find a defect with any product purchased, please let us know via contact form.

Goods which are defective on receipt can be returned for a full refund or replacement. Goods found to be defective within 7 days will be replaced.
Goods found to be tampered with by the customer will not be replaced, but will be returned at the customer's expense.

We do not operate a try before you buy policy. If you wish to return goods which are not faulty, we will accept the return providing the goods are in a good clean condition suitable for re-sale in the original packaging and having not been used. These goods can be exchanged for other products, subject to the difference in costs being addressed along with a postage fee, or refunded, less postage and packing. A handling fee of 15% will be made. However any unlocking clips, debranding packs, unlock packs, spyphones, stealthphones or any other one time use items are exempt from this, as our policy is not to supply these types of items to be used by the customer then returned for refund or exchange, unless found to have a manufacturing fault.

Refunds by credit card are made to the same credit card that was used for the purchase.

Refunds by paypal/nochex etc. are made to the same email address that was used for the purchase.

The above conditions are in addition to your statutory rights which are not affected. 

Unpaid Repairs

Units will be held for a maximum of 60 days after they are either repaired, deemed BER or requiring a requote. We will make reasonable attempts to contact you by phone and email a minimum of 3 times. If you have not made payment within 60 days, the unit will be auctioned to recover our costs.

Payment, Pricing & Promotions

Payments are requested by email once a repair has either been completed successfully or if the unit has been deemed BER or you refuse a requote. Cheque payments will be subject to a clearance delay of approximately 5 working days.

We accept Visa, Mastercard, Switch, Maestro, Solo, Visa Delta & PayPal via our online payment system.

Mistakes in bills, receipts or payments
Whilst we endeavor to ensure accuracy in all that we do, occasionally mistakes do happen. We will correct any mistakes in bills, receipts or payments as soon as possible, and no later than 30 days of agreeing to do so.

Complains

We have many satisfied customers, and our complaint resolution system helps us to ensure that our customers are satisfied, even when things go wrong.

If you have a complaint, please contact us either by email or by letter. Upon receipt of your complaint, we will investigate to see what went wrong so that we can resolve it to your satisfaction, and to avoid reoccurrence in the future. We undertake to:

Acknowledge complaints your complaints within 5 working days
Advise you how long it will take to resolve the complaint
Keep you informed throughout the process

Privacy Statement

We will take all reasonable care to ensure that any details that you submit to us are kept secure. The details that you submit to us will be kept to process orders only.

We will not knowingly pass on any details we hold on customers or web site visitors to any third parties. We protect the privacy of this personal information using our highly secure, password-protected servers.

We may use the addresses submitted to us to occasionally notify you about important functionality changes to the tomtomrepairteam site, new services and special offers we think you'll find valuable.

We monitor customer traffic patterns and site usage to help us develop the design and layout of the tomtomrepairteam web site.