Terms and conditions

Fone Xcellence repairs phones, tablets and computers and sells accessories and used phones from our shop at 3 Bulwark, Brecon LD3 7LB and online. These terms apply when you book or carry out a repair, send a device by post, or buy from our online shop. You can contact us by email at info@fonexcellence.co.uk, by phone on +44 1874 622202 or in person at 3 Bulwark, Brecon LD3 7LB.

Please read them before you order. By placing an order or leaving a device with us you agree to them. We may update these terms from time to time; the version on this page when you order is the one that applies.

Prices on our website are fixed prices for the most common fault of each repair type on that model. Sometimes a check reveals a different or additional fault. If so, we contact you with a revised quote before doing any extra work. You are never charged for work you have not approved.

If you decide not to go ahead after diagnosis, there is no charge unless we agreed a diagnostic fee with you beforehand.

Where we offer a choice of original-quality and compatible parts, the price of each is shown before you confirm. Every repair carries a 6-month written warranty covering the parts we fitted and our workmanship.

The warranty does not cover new damage after the repair, such as drops, cracks, liquid or the device being opened by someone else. It also does not cover faults unrelated to the part we replaced.

Please back up your device before any repair. Most repairs do not touch your data, but we cannot guarantee it is preserved in every case, for example after liquid damage or board-level work. We are not responsible for loss of data. We never look at your personal content beyond what is needed to test the repair.

Pack your device securely and send it with a tracked service, or use the prepaid envelope we send you. When it arrives we inspect it and confirm the quote before we start. We return repaired devices by tracked post once the repair has been paid for. If you decide not to go ahead, we post the device back to you.

We contact you when your repair is ready. If a device is not collected and we cannot reach you for 90 days after our last attempt, we may recycle or dispose of it to cover storage costs, as is normal practice. We will always try several times to reach you first.

All prices are in pounds sterling and include VAT where it applies. Delivery charges are shown at checkout before you pay. Your order is an offer to buy. A contract is formed when we email to confirm your order. If a product turns out to be unavailable or was shown at an obvious pricing error, we will tell you and refund any payment in full.

Product photos are for illustration. For used phones, the grade and description tell you the exact condition.

You can pay online by debit or credit card through Stripe, or with PayPal, where these are shown at checkout. Payments are processed securely by those providers. We never see or store your full card details. You can also pay by card or cash in the shop when you collect. If you choose to pay later, we email you how to pay and hold your order until it is paid.

We deliver across the UK and, where a delivery option is shown at checkout, to other countries. For orders sent outside the UK, the destination country may charge import duty or local taxes when the parcel arrives. These are paid by the customer to the courier or customs, not to us. We usually dispatch within 1 to 2 working days of payment. Estimated delivery times are shown at checkout and are not guaranteed. The goods are your responsibility once they are delivered to the address you gave us.

If you choose free collection, we email you when your order is ready. Please bring your order reference. We hold collection orders for 14 days. After that we may cancel the order and refund you.

For online orders you can change your mind and cancel within 14 days of the day you receive the goods, without giving a reason, under the Consumer Contracts Regulations 2013. To cancel, tell us by email at info@fonexcellence.co.uk, by phone on +44 1874 622202 or in person at 3 Bulwark, Brecon LD3 7LB with your order reference.

Send the items back within 14 days of telling us, unused and in their original condition and packaging where possible. Unless the item is faulty or not as described, you pay the cost of returning it. We refund the price you paid, including the cheapest standard delivery charge, within 14 days of receiving the goods back (or proof you have sent them). We may reduce the refund if an item has been handled more than needed to check it.

This right does not apply to items bought in the shop, sealed items such as screen protectors once unsealed for hygiene or fitting reasons, or items made or fitted to your specification.

If something you bought from us is faulty or not as described, you have rights under the Consumer Rights Act 2015. Within 30 days of delivery you can reject it for a full refund. After that, we will repair or replace it, and if that is not possible or does not work, you are entitled to a refund. Contact us first so we can arrange the quickest fix. We cover the cost of returning faulty items.

Every used phone is tested by our technicians, data-wiped and graded honestly. Grade A means like new with no visible marks. Grade B shows light signs of use. Grade C has visible wear but works perfectly. Battery health is stated where we have measured it. Each used phone comes with the warranty stated on its page, in addition to your legal rights. The warranty does not cover accidental damage, liquid damage or software problems caused after purchase.

Used devices shown as "reserve in store" can be held for you free of charge. A reservation is not a sale until you pay in the shop.

You can shop as a guest or create an account. You are responsible for keeping your password safe. You can sign in with Google if it is offered. We may suspend an account that is used fraudulently. You can ask us to close your account at any time.

Discount codes apply only to the products and periods stated, cannot be exchanged for cash, and one code can be used per order. If you return an item bought with a discount, we refund the amount you actually paid.

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Services must be carried out with reasonable care and skill, and goods must be of satisfactory quality, fit for purpose and as described.

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for losses that were not foreseeable, or for business losses. We do not limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

If you are unhappy with anything, please contact us first. We aim to acknowledge complaints within 2 working days. These terms are governed by the law of England and Wales, and you can bring proceedings in the courts of England and Wales, Scotland or Northern Ireland depending on where you live.