Throughout the process we will keep you in the loop. You can track your incoming parcel containing your device with Royal Mail. As well as this, you will be notified when your device arrives with us, once your device has been repaired and finally once your device is on it's way back to you. All of this usually happens within the same day.
Data protection and security has always been at the forefront of decision making here at GRADE Mobile. We value privacy and do whatever we can to make sure any device that is on our premises is safe. Whether this is a retail customer return, a trade in or a repair we always want to make sure your data is at no risk.
The safest way to keep your device when sending it in for a repair is to back it up at home then factory reset it.
If this is not possible then we may need the device passcode in order to unlock the phone and fully test the functionality of the component that has just been repaired. For example, if we have repaired the headphone port we would just need to unlock the phone to test the audio.
Our technicians are qualified and are strictly trained and abide by data privacy regulations.
When we repair a device, we must be sure that it is working before we are happy to return the device to you. We want to make sure we have done our job! To do this, we like to complete a diagnostic report to test the functionality. The last thing we want is for you to not be fully satisfied with our service.
Our technicians use the most advanced testing robotics and software in the industry to fully test your device before and after the repair. Unfortunately, devices cannot be tested by our system if they are passcode locked.
We completely value customer's right to privacy, so if you are not happy to provide the unlock passcode to your device we advise a full back up and factory reset of your phone. This will remove all data so a backup is highly recommended beforehand.
If you are having any difficulty then please follow the link below for our guide on how to get this done correctly and safely.
To complete this; in the settings go to General > Reset > Erase All Content And Settings.
Please do feel free to contact our customer service team for any help or support on this.
When you get a repair through GRADE Mobile, you will receive a 12 month warranty on the component that has been repaired. If the fault reoccurs during this period, please contact our support team by chat, email or phone and they will arrange for a prepaid shipment of your device and a free repair service. Further information is available in our Terms and Conditions.
We do not provide any warranty against water damage or damage caused by liquid. Your device is no longer water-resistant once a repair has been carried out. Once a device is opened, the water-resistant seal will break. We will lay a new seal, however, the second seal won’t be to the same strength as the original manufacturer's seal. So we advise no contact with water.
If your payment details are incorrect, you must tell us immediately. Due to the fast 1-Day turnaround, your payment will be processed on the very next working day so it is vital that your payment details are correct upon completing your form.
There is no need to worry, if you don't have a printer then you can:
Options 1: You can wait for your postage pack to come to your address. We automatically send a postage pack to every order on the day of your order submission. The pack will include a pre-printed shipping label, packaging and, instructions.
Options 2: If you don't have a printer at home and don't want to wait for your postage pack to arrive, you have the option to download a QR code to your phone. The QR code will be downloadable once you have generated a free Royal Mail label by clicking here. Simply show the QR code to a staff member at your local Post Office. They will scan the QR Code from your phone which will allow their Post Office system to print the shipping label for you to stick to the package free of charge. Make sure you have the Device boxed up ready for the shipping label to be stuck on. The Post Office will not provide you the packaging.
Option 1: Print a free Royal Mail shipping label from home which can be generated by clicking here which will take you to our section of the Royal Mail website.
Options 2: Alternatively you can wait for your postage pack to come to your address. We automatically send a postage pack to every order on the day of your order submission. The pack will include a pre-printed return label, packaging and, instructions. Please allow up to 3 days to receive your pack. In most cases they are received the next day.
Options 3: If you don't have a printer at home and don't want to wait for your postage pack to arrive, you have the option to download a QR code to your phone. The QR code will be downloadable once you have generated a free Royal Mail label by clicking here. Simply show the QR code to a staff member at your local Post Office. They will scan the QR Code from your phone which will allow their Post Office system to print the shipping label for you to stick to the package free of charge. Make sure you have the Device boxed up ready for the shipping label to be stuck on. The Post Office will not provide you the packaging.
We aim to complete all repairs within 24 hours of receiving the device.
Transit times to and from our repair centre can vary but are usually no longer than 1 day when using our free Royal Mail return label and 2 days when using our return pack.
Once your device is repaired, it will be shipped back out to you as soon as possible which will normally be the same day. This means that your freshly fixed phone will be with you the next working day.
Every order will come with a free 14-Day cancellation period. So, if you book a repair and decide not to send in your phone within 14-days, you can get a full refund.
If you do not send in your device within 14 days and wish to cancel after the 14-Day period then you can either receive an 80% refund which accounts for a 20% processing fee or you can have a 100% refund in store credit. We have thought heavily on this policy. We have to book in the technician's time and prepare the parts for your repair, unfortunately, a cost is incurred which we are happy to cover within 14 days of your order.