1. Quotes and bookings
Website prices and time selections are estimates or preferred booking times until we confirm them. We may need to inspect a device before confirming the fault, part, price and completion time. We will ask for approval before carrying out materially different work or increasing an agreed price.
A website confirmation shows that we received your request; it does not guarantee part availability or a fixed completion time.
2. Repairs
- You confirm that you own the device or have authority to arrange the repair.
- Please back up important information before repair. Hardware can fail without warning and we are not responsible for pre-existing data loss that we did not cause.
- Opening a device can affect an existing manufacturer warranty or water-resistance rating. We do not guarantee restored water resistance unless expressly agreed in writing.
- “No fix, no fee” means no labour charge where we cannot complete the agreed repair, unless you accepted a separate diagnostic, postage or special-order charge in advance.
- Replaced parts may be retained for recycling unless you ask for them before the repair begins and returning them is lawful and safe.
3. Payment
Payment is due as shown at checkout or when the device or product is collected. Online payments are processed securely by Stripe. Ownership of goods supplied remains with Windsor Express until payment is received in full.
4. Refurbished and used phones
The product description will state the model, storage and known condition. Used devices may have cosmetic signs of normal use. Battery health and cosmetic grading are estimates unless a specific minimum is stated. Devices are sold unlocked where the listing says so.
5. Delivery and collection
Delivery dates are estimates. Please check the package and device promptly after delivery. Tell us as soon as possible about transit damage, an incorrect item or a missing parcel. Risk passes to you when you, or a person nominated by you, receives the goods.
For collection orders, bring suitable identification or order confirmation. We may contact you if an item remains uncollected.
6. Trade-ins and devices sold to us
An online valuation is provisional until we inspect the device, confirm the model, ownership, condition, account status and that activation locks have been removed. You confirm that the device is yours to sell, is not lost or stolen, and is free from finance or other third-party claims. We may revise or decline an offer where the inspection differs from the information supplied.
7. Cancellation, returns and warranties
Unless an individual listing says otherwise, phones supplied by Windsor Express include our 36-month phone warranty and completed repairs include our 12-month repair warranty. Your rights also depend on whether you bought online or in store and whether the order is for goods or a service. See our Returns & Cancellation Policy and Warranty Policy. Nothing in these terms limits your statutory rights under UK consumer law.
8. Liability
We do not exclude liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, or your statutory consumer rights. We are not responsible for losses that were not reasonably foreseeable, business losses arising from a consumer transaction, or faults and damage unrelated to our work.
9. Resolving problems
Please contact us promptly so we can inspect the device or product and try to resolve the issue. These terms are governed by the laws applicable in England and Wales. You retain any right to bring a claim in the courts available to you as a consumer.