Repair, Refurbishment & Returned Device Service Policy
Effective Date: 25 September 2026
Last Updated: 25 September 2026
This Policy explains the terms that apply where a customer provides a device or equipment to Eco Tech Recycle for diagnosis, assessment, repair, refurbishment, upgrade or another agreed technical service and the same device is intended to be returned to the customer.
Eco Tech Recycle is a trading name of Tech Cell Limited.
This Policy should be read together with any repair intake form, diagnosis or quotation approval, service confirmation and other applicable Eco Tech Recycle policies.
Nothing in this Policy excludes or restricts statutory rights or liability that cannot lawfully be excluded or restricted.
Key Points at a Glance
Customers should back up important data before handing over a device wherever reasonably possible.
Diagnosis, assessment and repair may be separate chargeable stages.
We will not normally carry out additional chargeable repair work without customer approval.
A diagnosis may reveal further faults after work begins.
Replacement parts may be new, original, compatible, refurbished, recovered or used, depending on what has been agreed and what is suitable.
Repairing or opening a device may affect manufacturer seals or water-resistance characteristics.
Eligible repair work may include a 30-Day Repair Workmanship & Replacement-Part Warranty.
That warranty covers the specific eligible Eco Tech repair and replacement part, not every component of the device.
The 30-day warranty is additional to applicable statutory rights and does not replace them.
Customers should not send passwords, PINs or authentication credentials unless a specific secure arrangement has been agreed.
Devices that are not collected after completion remain subject to a lawful notice process; they do not automatically become Eco Tech property.
1. Scope
This Policy applies to customer-owned equipment accepted by Eco Tech Recycle for services including:
fault assessment;
initial triage;
detailed diagnosis;
repair;
refurbishment;
hardware upgrade;
component replacement;
software-related technical work where agreed;
testing; and
other agreed technical services.
Equipment may include:
laptops;
MacBooks;
desktop computers;
iMacs and all-in-one computers;
mini PCs;
smartphones;
tablets;
iPads;
workstations; and
other equipment that Eco Tech Recycle agrees to service.
Acceptance of a device does not guarantee that repair will be technically possible or commercially viable.
2. Services Not Covered by This Policy
This Policy does not govern equipment owned by Eco Tech Recycle and sold to a customer.
Direct sales are covered by our Direct Sales, Warranty & Returns Policy.
Transactions through third-party marketplaces such as eBay may also be subject to the applicable marketplace listing, returns and buyer-protection processes.
This Policy also does not replace any separate written bulk-repair or business-service agreement.
3. Consumer Statutory Rights
Where a customer is acting as a consumer, applicable consumer law applies to our repair and other technical services.
Under the Consumer Rights Act 2015, a service supplied to a consumer must be performed with reasonable care and skill. Where no performance time has been fixed by the contract, the Act also provides that the service must be performed within a reasonable time. Legislation.gov.uk
Information we provide about the service may also become contractually binding in circumstances specified by consumer law.
Nothing in this Policy or our voluntary repair warranty removes rights that cannot lawfully be excluded or restricted.
4. Device Intake
Before or when accepting equipment, Eco Tech Recycle may record information such as:
customer name;
organisation name where applicable;
contact information;
device type;
manufacturer;
model;
serial number or IMEI;
accessories handed over;
visible cosmetic condition;
existing damage;
customer-reported fault;
power status;
lock status;
visible liquid-damage indicators;
photographs;
customer instructions;
data-risk acknowledgement;
requested service;
diagnostic terms; and
quotation or approval information.
The amount of information recorded will depend on the device and service.
5. Customer Description of the Fault
Customers should provide an accurate description of:
the problem experienced;
when it started;
whether it is intermittent;
previous repair attempts;
known liquid exposure;
impact or physical damage;
charging problems;
software changes; and
other information reasonably relevant to diagnosis.
A customer’s description assists diagnosis but does not itself establish the technical cause of a fault.
6. Existing Condition
Where practical, Eco Tech Recycle may photograph or record the visible condition of equipment at intake.
Existing issues may include:
scratches;
dents;
cracked glass;
damaged casing;
missing screws;
loose components;
damaged ports;
broken hinges;
swollen batteries;
missing parts;
previous repair evidence; or
other visible defects.
Some pre-existing damage may not be visible until a device is opened.
7. Customer Responsibility for Data
Customers should back up all important data before providing equipment to Eco Tech Recycle wherever reasonably possible.
Repair, diagnosis and refurbishment can involve:
opening equipment;
hardware replacement;
storage replacement;
operating-system work;
software installation or reinstallation;
resets;
diagnostic testing;
data-erasure processes where specifically agreed; or
encountering an existing storage failure.
Customers should assume that important data could be at risk during technical work and maintain an appropriate backup where possible.
If data preservation is particularly important, the customer should tell us before work begins.
8. Data Loss
Eco Tech Recycle cannot guarantee that data on a faulty or damaged device will remain recoverable throughout diagnosis or repair.
In particular, data may already be inaccessible or at risk because of:
failing storage;
liquid damage;
electrical faults;
corruption;
previous damage;
operating-system failure;
encryption;
customer actions; or
other pre-existing conditions.
Customers should therefore maintain backups wherever reasonably possible.
However, nothing in this Policy excludes or limits liability where doing so would be unlawful, including applicable obligations to perform consumer services with reasonable care and skill. Legislation.gov.uk
9. Passwords and Security Credentials
Customers should not normally send us:
account passwords;
email passwords;
banking credentials;
PINs;
authentication codes;
recovery codes; or
other unnecessary security credentials.
If access to a device is genuinely necessary for an agreed service, an appropriate access method should be agreed.
Where practical, customers may be asked to create a temporary account or otherwise provide limited access rather than disclose important personal credentials.
10. Activation Locks and Device Management
Repairs may be affected by:
Apple Activation Lock / Find My;
Google FRP;
Samsung Account Lock;
MDM;
Apple Business Manager;
Apple School Manager;
Microsoft Intune;
Windows Autopilot;
Samsung Knox;
BIOS or firmware passwords; or
other organisational or security controls.
Customers and organisations should remove restrictions where necessary and where they are authorised to do so.
Eco Tech Recycle does not unlawfully bypass security, ownership or organisational-management restrictions.
Further information is available in our Activation Lock & Device Preparation Guide.
11. Initial Assessment and Triage
Initial assessment or triage is intended to identify the apparent condition of a device and determine appropriate next steps.
It may not identify every fault.
Initial assessment may be limited by:
no power;
damaged displays;
account locks;
missing components;
intermittent faults;
unavailable accessories;
battery failure;
severe physical damage; or
other technical limitations.
A deeper diagnosis may therefore be required.
12. Diagnosis
Detailed diagnosis is a separate technical stage and may involve:
opening the device;
testing components;
diagnostic software;
known-good test components;
charging tests;
visual inspection;
operating-system testing;
board-level observations where appropriate; or
other reasonable diagnostic procedures.
Diagnosis may identify likely causes but does not guarantee that every hidden or intermittent fault will be found.
13. Diagnostic Charges
Where diagnosis is chargeable, the applicable charge should be communicated or agreed before the chargeable diagnostic service is undertaken.
A diagnostic fee may apply even where:
the customer declines the subsequent repair;
the device is uneconomical to repair;
replacement parts are unavailable;
repair is technically impractical; or
the fault cannot be economically resolved,
provided the diagnostic service itself has been supplied in accordance with the applicable agreement and law.
Any arrangement under which a diagnostic fee will be credited against an approved repair should be confirmed separately.
14. Estimates and Quotations
Following assessment or diagnosis, Eco Tech Recycle may provide:
an estimate;
a quotation;
repair options; or
a recommendation not to proceed.
Where an exact repair cost cannot reasonably be confirmed until further investigation, this should be explained.
The customer should be informed if further approval is required before additional chargeable work proceeds.
15. Additional Faults Discovered During Repair
Electronic devices can contain hidden or interconnected faults.
Additional problems may become apparent after:
opening the device;
replacing a failed component;
restoring power;
replacing a display;
replacing storage;
reinstalling software;
removing corrosion;
charging the device; or
carrying out deeper testing.
Where a newly discovered issue would materially increase the agreed price or scope, we will normally seek further customer approval before carrying out additional chargeable work.
16. Customer Approval
Approval for chargeable work may be provided through:
signed form;
email;
electronic form;
written message;
WhatsApp message; or
another recorded method agreed with the customer.
The approval should identify the repair or expenditure being authorised with reasonable clarity.
We will not normally undertake materially additional chargeable work beyond the agreed scope without further approval.
17. Replacement Parts
Depending on the agreed repair and availability, replacement parts may be:
manufacturer-original;
OEM or equivalent where accurately described;
compatible aftermarket;
refurbished;
recovered; or
used.
We will aim to use parts reasonably suitable for the agreed repair.
Where the type of replacement part is material to the customer’s decision, this should be communicated as appropriate before the repair is authorised.
18. Recovered or Used Parts
Where an agreed repair uses a recovered, refurbished or used component, that component should be appropriate for the intended repair and its nature should not be misrepresented.
The applicable warranty, if any, should be identified as part of the repair terms.
19. Repair Risks
Electronic repair can involve inherent technical risks, particularly where equipment is:
old;
heavily worn;
liquid damaged;
fire or heat damaged;
physically damaged;
previously repaired;
poorly repaired;
corroded;
no-power;
partially dismantled;
missing components; or
affected by intermittent faults.
Possible outcomes may include:
previously hidden damage becoming visible;
fragile components failing during necessary handling;
additional faults becoming apparent;
existing cracks worsening;
connectors or aged plastics failing;
corrosion being more extensive than expected;
storage failure;
battery failure;
repair becoming uneconomical; or
the device remaining unrepairable.
Eco Tech Recycle will exercise the level of care and skill required by applicable law, but successful repair cannot be guaranteed in every case.
20. Liquid-Damaged Devices
Liquid-damaged equipment can be particularly unpredictable.
Corrosion may continue after the original exposure and may affect multiple components.
A repair that restores immediate operation does not necessarily establish that no other liquid-related fault will arise later.
Where appropriate, limitations relating to a liquid-damaged device should be explained before or after repair.
Nothing in this section excludes applicable statutory rights.
21. Batteries and Potentially Unsafe Devices
A device may require special handling where it contains:
swollen battery;
leaking battery;
punctured battery;
overheating battery;
significant fire damage;
exposed electrical components; or
another safety concern.
Eco Tech Recycle may refuse to continue normal repair work where doing so would create an unreasonable safety risk.
A different repair, storage, transport or recycling route may be required.
Customers should disclose known battery swelling, fire, severe impact or liquid damage before sending or delivering equipment.
22. Water Resistance
Where a device was originally marketed as water-resistant, opening or repairing it may affect seals and water-resistance performance.
Unless expressly agreed otherwise and supported by appropriate testing, Eco Tech Recycle does not promise that a repaired device will retain or regain its original manufacturer’s water-resistance rating.
Customers should not assume that a repaired device remains waterproof or water-resistant solely because seals or adhesive have been replaced.
23. Manufacturer Warranty and Third-Party Repair
Opening, modifying or repairing a device may affect:
manufacturer warranty;
manufacturer service eligibility;
insurance;
extended warranty;
trade-in eligibility; or
another third-party arrangement.
Customers should check any relevant third-party terms before authorising work if this is important to them.
Eco Tech Recycle does not control the warranty or eligibility decisions of manufacturers, insurers or other independent third parties.
24. Repair Completion
A repair may be treated as completed when the agreed work has been carried out and appropriate post-repair checks have been performed.
Testing will normally focus on:
the reported fault;
the repaired component;
functions reasonably related to the repair; and
other checks appropriate to the service.
Repair completion does not necessarily mean that every function or component in the entire device has been comprehensively tested.
25. Repair Times
Any completion time provided before or during repair may depend on:
diagnosis;
parts availability;
supplier delivery;
complexity;
additional faults;
customer approval;
testing;
third-party services; and
other circumstances.
Where no binding completion time has been expressly agreed, applicable consumer law requires a consumer service to be performed within a reasonable time. Legislation.gov.uk
We will aim to communicate material delays where reasonably possible.
26. Payment
The applicable:
diagnostic fee;
parts cost;
labour cost;
delivery charge; and
other agreed charges
should be confirmed as appropriate to the service.
Payment may be required before a completed device is released or dispatched, subject to applicable law and the agreed terms.
27. 30-Day Repair Workmanship & Replacement-Part Warranty
Eligible repairs may include our voluntary:
30-Day Repair Workmanship & Replacement-Part Warranty
Where included, this warranty applies to:
the specific repair work performed by Eco Tech Recycle; and
the specific eligible replacement part supplied or fitted by Eco Tech Recycle,
for 30 days from the date the repaired device is collected, delivered or otherwise returned to the customer, as applicable.
This warranty does not mean that every component of the device is covered for 30 days.
Most importantly, this voluntary warranty is additional to applicable statutory rights and does not restrict those rights to 30 days.
28. What the Voluntary Repair Warranty Covers
Where applicable, the warranty may cover:
failure of an eligible replacement part fitted by Eco Tech Recycle;
a material workmanship issue directly related to the repair; or
recurrence of the same issue where it results from the covered repair or covered replacement part.
Coverage is subject to inspection and the particular circumstances.
29. What the Voluntary Repair Warranty Does Not Normally Cover
Unless otherwise agreed, the voluntary repair warranty does not normally cover:
unrelated faults;
faults in components that were not repaired or replaced;
previously disclosed faults;
pre-existing damage unrelated to the repair;
new accidental damage;
new liquid damage;
misuse or neglect after return;
unauthorised third-party repair or modification after our repair;
customer-caused software issues;
account locks added after repair;
malware or unrelated software problems;
ordinary battery deterioration where the battery was not replaced;
unrelated intermittent faults;
loss of customer data; or
damage occurring after the device has been returned where that damage was not caused by the covered repair.
These exclusions relate to the voluntary warranty and do not remove statutory rights that apply.
30. Making a Repair Warranty Claim
If you believe an eligible repair has failed during the warranty period, please contact:
info@ecotechrecycle.co.uk
Suggested subject:
Repair Warranty Claim – [Repair Reference]
Please provide, where available:
customer name;
repair reference;
device model;
serial number or IMEI;
original repair details;
description of the current problem;
date the issue appeared; and
relevant photographs or video.
Do not send passwords, PINs or authentication codes.
31. Warranty Inspection
We may need to inspect and test the device before determining whether an issue falls within the voluntary repair warranty.
The assessment may consider:
the original repair;
replacement part;
current fault;
physical condition;
liquid or impact damage;
third-party intervention;
software changes;
customer modifications; and
other relevant evidence.
If the issue is covered, we will determine an appropriate warranty response, subject to applicable statutory rights.
32. Consumer Remedies
The 30-Day Repair Workmanship & Replacement-Part Warranty does not replace consumer remedies provided by law.
Where a consumer service does not conform to the Consumer Rights Act 2015, the Act provides remedies including, in applicable circumstances, repeat performance and price reduction.
Where repeat performance is required, it must be provided within a reasonable time, without significant inconvenience to the consumer, and at the trader’s necessary cost. A price reduction may apply in circumstances set out in the Act. Legislation.gov.uk
These statutory rights are separate from Eco Tech Recycle’s voluntary 30-day warranty.
33. Repair Not Successful
A repair attempt may not always resolve the fault.
Where a repair cannot be completed successfully, the next step will depend on:
the agreed service;
work already performed;
diagnostic work;
parts used;
customer instructions;
applicable consumer rights; and
the reason the repair was unsuccessful.
Possible outcomes may include:
further diagnosis;
revised quotation;
return unrepaired;
alternative repair;
refund or price adjustment where legally or contractually appropriate; or
another agreed route.
34. Repair Declined After Diagnosis
Where a customer declines repair after an agreed diagnostic service:
any agreed diagnostic fee may remain payable;
no additional repair should normally be undertaken;
the device may be returned in its diagnosed condition, subject to the agreed service;
return or delivery charges may apply where agreed; and
any necessary reassembly arrangements should be communicated.
If the device cannot safely or reasonably be restored to its exact pre-diagnosis physical state because of its existing condition or the nature of necessary diagnosis, this should be explained where relevant.
35. Replacement of Storage or Data-Bearing Components
Where repair requires replacement of an SSD, HDD or another data-bearing component, the customer should be informed where appropriate.
The treatment of the original storage component should be agreed where relevant.
Depending on the service, it may be:
returned to the customer;
retained temporarily for agreed processing;
securely erased where appropriate and technically possible; or
routed for secure destruction or appropriate downstream treatment where agreed.
Data-bearing components will be handled in accordance with our Data Erasure & Data Security Policy and applicable agreement.
36. Parts Removed During Repair
Where parts are replaced, the handling of removed parts may depend on:
customer instructions;
whether the part contains data;
warranty arrangements;
supplier return requirements;
safety;
waste status; and
the agreed service.
Where appropriate, customers should tell us before repair if they specifically require an eligible removed part to be returned.
Some parts may not be returnable because of safety, exchange-part arrangements or other agreed requirements.
37. Collection or Return of Completed Devices
When work is complete or a device is ready for return, Eco Tech Recycle may notify the customer using the contact information provided.
Depending on the arrangement, equipment may be:
collected in person;
returned by courier;
delivered by an agreed method; or
included within an agreed business collection/return arrangement.
Applicable delivery terms may also apply.
38. Uncollected Devices
Customer-owned equipment does not automatically become the property of Eco Tech Recycle merely because it has not been collected.
If a completed, diagnosed or unrepaired device remains uncollected, we may:
contact the customer;
issue reminders;
request collection;
give notice concerning continued storage;
apply an agreed reasonable storage charge where lawfully applicable; and
take further lawful steps where the device remains uncollected.
Any eventual sale, disposal, recycling or other handling of uncollected customer goods will only be undertaken in accordance with applicable law and any required notice process.
39. Abandoned or Unresponsive Repair Jobs
Failure to respond to messages does not by itself immediately transfer ownership of a device to Eco Tech Recycle.
Where customer instructions are required and the customer does not respond, the repair may be placed on hold.
Reasonable attempts may be made to contact the customer using the contact information supplied.
Any further action concerning uncollected goods will follow the applicable legal and contractual process.
40. Business Customers
Where a repair customer is acting wholly or mainly for business purposes, additional or different written commercial terms may apply.
These may cover:
diagnostic charges;
batch pricing;
labour rates;
parts;
approval limits;
payment terms;
transport;
service levels;
warranty;
liability; and
device return arrangements.
Business customers should review the applicable quotation, invoice and service agreement.
41. Bulk Repair and Diagnosis
Where Eco Tech Recycle receives a batch of devices for assessment, diagnosis or repair, a separate Bulk Device Assessment, Diagnosis, Repair & Approval Agreement may be used.
For bulk work, the following should be distinguished where appropriate:
Intake and initial assessment;
Detailed diagnosis;
Parts;
Repair labour;
Testing and quality control;
Return, recycling or other final route.
A customer should not assume that providing a batch for assessment automatically authorises all repairs.
Repair authorisation and any spending threshold should be recorded separately.
42. No Automatic Repair Approval
Unless an agreement expressly provides otherwise, authorisation to:
collect a device;
receive a device;
assess a device; or
diagnose a device
does not automatically authorise additional chargeable repair work.
This distinction is particularly important for business and bulk-repair projects.
43. Privacy and Repair Records
Eco Tech Recycle may maintain appropriate records concerning a repair, including:
customer details;
device information;
serial number or IMEI;
photographs;
diagnostic findings;
quotation;
approval;
parts used;
repair notes;
testing;
payment; and
warranty history.
Personal data will be handled in accordance with our Privacy Policy.
44. Complaints
If you are dissatisfied with a repair, diagnosis, warranty decision or other service, please contact:
Email: info@ecotechrecycle.co.uk
Suggested subject:
Complaint – Repair Service
Complaints will be handled in accordance with our Complaints Policy.
Nothing in our complaints process removes statutory rights available to consumers.
45. Responsibility and Liability
Eco Tech Recycle will exercise reasonable care in handling customer equipment and will perform consumer services with the level of reasonable care and skill required by applicable law.
Nothing in this Policy excludes or restricts liability where it would be unlawful to do so.
In particular, this Policy is not intended to exclude or restrict liability for:
death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
statutory consumer rights that cannot lawfully be excluded; or
other liability that cannot legally be excluded or restricted.
Customer responsibility to maintain appropriate backups does not remove Eco Tech Recycle’s obligations under applicable law.
46. Changes to This Policy
We may update this Policy to reflect changes to:
repair processes;
diagnostic procedures;
warranty arrangements;
parts sourcing;
technology;
applicable law;
regulatory guidance; or
business operations.
The latest version will be published on our website with an updated Last Updated date.
Changes will not retrospectively remove rights already acquired under an existing service agreement where doing so would be unlawful.
47. Governing Law and Jurisdiction
This Policy and services provided by Eco Tech Recycle are generally governed by the laws of England and Wales.
Where the customer is a consumer, nothing in this section removes mandatory protections or jurisdictional rights available under applicable law.
48. Contact Us
Eco Tech Recycle
A trading name of Tech Cell Limited
Company No. 14338989
Email: info@ecotechrecycle.co.uk
Telephone: +44 7777 239555
Website: ecotechrecycle.co.uk
Contact Address:
Suite 2, First Floor
16 Industrial House
Grand Arcade
London
N12 0EH
United Kingdom
