Terms and conditions

About us and contacting us

Chip Shop is a Kent-based mail-in technology repair business. Contact us at contactus@kentchipshop.com or 01227 230525. For an existing repair or guarantee claim, email support@kentchipshop.com.

Enquiries, assessment and the contract

An enquiry does not commit either of us to a repair. After receiving and assessing your device, we will explain the proposed work and total price, including any delivery or assessment charge that applies. A repair contract begins when you accept that quote. We will not carry out additional chargeable work without your agreement.

If the fault or required work changes, we will pause and ask you to approve a revised quote. If you decline, we will explain any agreed assessment or return charge before arranging the device’s return.

Prepaid shipping

We email you a prepaid shipping label and instructions for sending the device to us. You do not need to choose or book a carrier. You must package the device securely, follow our instructions, use the label only for the agreed device and keep proof of handover. Tell us promptly if the parcel is delayed, lost or damaged.

We also arrange return shipping after the repair or assessment. Tracking, service level, geographic restrictions and any compensation limit are subject to the carrier’s terms, which we will identify when arranging shipping. We remain responsible for the delivery arrangements where consumer law says the risk remains with us. We are not responsible for avoidable damage caused by inadequate packaging or prohibited items, except where the law provides otherwise.

Your device and information

You confirm that you own the device or have authority to authorise the work. Before shipping, back up important information, remove SIM and memory cards and, where possible, disable activation locks needed to test the repair. Tell us about known hazards, previous repairs and liquid or battery damage.

We take reasonable care, but repairs can expose existing faults and stored information can be lost or corrupted. Nothing in these terms excludes liability where doing so would be unlawful. Our handling of personal information is explained in our privacy policy.

Our repair service

We repair both hardware and software faults. We will perform the service with reasonable care and skill and may use suitable replacement parts as described in your quote. Estimates of timing are not guaranteed, particularly where diagnosis, parts availability or carrier delays are outside our reasonable control, but we will keep you informed of material delays.

If a device cannot be repaired, is beyond economical repair or develops an unrelated fault, we will explain the options and apply our no-fix-no-fee terms below. Replaced parts may be retained or recycled unless we agree in writing to return them, subject to safety and legal requirements.

Price and payment

The accepted quote sets the price for the agreed work. We will tell you when payment is due and provide the available payment method. You are responsible only for charges disclosed and agreed in advance, except where the law permits otherwise.

No fix, no fee

If, after diagnosis or an attempted repair, we cannot fix an issue included in the agreed work, we will not charge fees connected solely to that unsuccessful work. If you have already paid those fees, we will refund them using the original payment method where possible.

A device may have more than one separate issue. Where we successfully diagnose and repair another issue, the regular agreed charges connected to that successful work still apply, including its diagnostics and shipping fee. We will explain any such charges clearly. None of this affects your statutory rights.

Changing your mind

If you make the contract at a distance, you will normally have 14 days from the day after the contract is made to cancel. To cancel, send a clear statement to contactus@kentchipshop.com.

If you expressly ask us to begin during that period and later cancel, you may need to pay a proportionate amount for work supplied up to cancellation. The cancellation right can end once the service has been fully performed if you expressly requested early performance and acknowledged that consequence. These rules do not remove your rights where a service is faulty or not as described.

Guarantee and statutory rights

Our repair work has a six-month guarantee, subject to the separate guarantee terms. That guarantee is additional to your statutory rights under laws including the Consumer Rights Act 2015.

Liability

We do not exclude or limit liability for death or personal injury caused by negligence, fraud, breach of your statutory rights, or anything else that cannot lawfully be excluded. Subject to that, we are responsible for foreseeable loss or damage caused by our breach or failure to use reasonable care and skill. We are not responsible for business losses where you use the service as a consumer, or loss that was not reasonably foreseeable.

Events outside our control

We are not responsible for delay caused by events outside our reasonable control. We will contact you as soon as reasonably possible, take steps to reduce the effect and tell you if the delay materially affects the service.

Complaints and disputes

Please contact support@kentchipshop.com so we can investigate a complaint. These terms are governed by the law of England and Wales. If you live elsewhere in the United Kingdom, you keep any mandatory protections and may bring proceedings in the courts available to you under applicable consumer law.

Other terms

If a court finds part of these terms unlawful, the remaining terms continue to apply. A delay in enforcing a right does not waive it. Only you and Chip Shop have rights under this agreement unless the law states otherwise.