Most frequent questions and answers

Our happy iPhone Repair customers FAQ

We are a family run business, working from within our home office and we order every part directly from the manufacturers, so we can keep our prices the lowest.

iPhone: Screen and battery replacement: 10-20 minutes. Any other repair: 10-45 minutes. iPad: Screen and battery replacement: 2 hours. Any other repair: 2-4 hours. iPod: Screen and battery replacement: 1 hour. Any other repair: 2 hours. Water damage: If your device has experienced liquid damage, this can sometimes create complications that extend the repair time.

All our repairs come with a 12 month warranty, except liquid damage. Please see our Terms and Conditions for more details.

We accept the following payment methods: -Cash -Card payments -Cheques -Bank Transfers -PayPal -Apple Pay

Our policy clearly states that if you have any physical damage to the screen, the warranty is voided. Any parts manufacturer will decline a warranty repair, even if it only happened few days after you bought it. Before installing, we carefully inspect every screen as they are supplied by manufacturers and we only fit them. Due to the close inspection, we assure you that the screen fitted is perfect, so there is no way it can break without impact. We know that accidents happen, so if you come back to us again we will replace it for a discounted price.

We have listed services which we offer on a regular basis. However, not everything is repairable, sometimes the cost of a repair is higher that the value of the device. Quite often it takes hours just to find out that the device is not repairable. Based on years of experience, we may reject the repair if we find it to be too problematic.

We prefer to use our own well known, high quality parts. In some rare cases we may agree to carry out the repair with your own parts, which mean we will do it on a discounted price, but will offer no warranty on it, and take no responsibility for the quality of the repair or any damage the provided part may cause to your phone.


For online orders (sent devices): You can send your device for warranty repair to the Store and once we receive it, we will repair it within 1-3 working days and then post it back to you at no cost to you. However the customer has to send the device at its own cost. All warranty repairs get return shipment via Royal Mail special delivery.

For drop-in devices: We will try to help you schedule an appointment at our office in Kesgrave, Ipswich where the repair or replacement of the part will be carried out on site the same day at no cost to you.

Screen and LCD accidental damage: We don’t cover breakage of your phone’s screen. Any physical damage to the LCD or front glass will void your warranty. No warranty if LCD has any lines without top glass damage.

Accidental damage from user handling: Where the device has been damaged by the user in a manner that has resulted in not functioning properly to the device, this is not covered by warranty. Items that are accidentally damaged by water or any other liquid are not covered.

Screen protectors and tempered glass: We don’t cover screen protectors or tempered glasses if they break or fail to protect your screen from the damage. We don’t guarantee they will save the screen of your phone. They only suppose to protect from scratches and add some extra strength.

1. The warranty covers those aspects of your devices which were a subject of the repair service. For example, if we replaced the broken LCD screen, we will only cover problems related to that part and labour but not software, motherboard, battery, charging port or other components of the phone which were not a subject of the repair service. This is why we test the device before and after the repair to make sure that the phone has been repaired properly.

Please test the phone when you receive it. If you find any problem after repair which you didn’t have before (different than the subject of the repair service), let us know immediately. If you don’t let us know within 3 days, we will only be responsible for the subject of the repair.

2. The warranty means that if there is a problem related to the repair which we have provided after the actual repair (within first 12 months), we will inspect your phone and repair it again free of charge to restore its functionality which was the subject of the repair service.

3. The warranty IS VOIDED if the malfunction has occurred by physical damage or if it looks like physical damage. For example, we cannot accept warranty if the front glass or LCD screen of your phone has any cracks, deep scratches or dents. No warranty if LCD has any lines without top glass damage.

4. Warranty means that we are obligated to guarantee the functionality of service we provided for agreed length of time. Refund will not be given until we fail to properly fix your device for 3 times unless replacement parts become unavailable.

5. Screen protectors including tempered glass protectors are not covered under warranty. Those are added to give some extra protection to the screen but they don’t guarantee your screen will not to break if you drop it. We don’t take any responsibility for damages to the screen even if the tempered glass protection was applied.

iPhoneRepairBase Service Terms and Conditions

1.1 The terms set out in these Conditions of Repair (“Agreement”) shall apply to the service we provide to repair your touch screen device listed overleaf (“Device”) on the service check-in form.

1.2 Reference to “us”, “we” and “our” refer to iPhoneRepairBase and references to “you” and “your” are references to you, the person addressed on this form.

2.1 We shall make all reasonable efforts to repair your Device subject to the availability of any parts required and/or the terms of any relevant guarantee or warranty. We shall perform the Services using our utmost care and skill.

2.2 Any time estimate for completion of the service, which may be given to you, is an estimate only and does not form any obligation under the terms of this Agreement.

2.3 We shall notify you when the Device has been repaired and is available for collection. If you do not collect the Device within 90 days, we may dispose of the Device. Any sum obtained on disposal will be used to meet any unpaid estimate or repair charges you are liable to pay and any remaining balance will be sent to you or will remain payable by you accordingly.

2.4 If we are unable to complete the Service for any reason, or the Service will incur further costs payable by you, we will notify you immediately.

2.5 Our out of warranty/chargeable repairs are guaranteed for 12 months from the date the Device is ready for collection. If the Device develops an additional fault unrelated to the original repair, the repair warranty contained in this paragraph will not apply. The warranty includes the repaired part(s) only and does not include further damage to the repaired part(s). Read more about “Our warranty”.

2.6 All charges will be subject to all government taxes or duties as applicable.

2.7 The cost of repair will be calculated where possible in accordance with our standard charges as published from time to time.

2.8 We will keep your device until all charges payable have been paid.

2.9 Using of our repair services may void your 1 year Apple or any other manufacturer warranty. If you would like to avoid this then please bring your device to the manufacturer.

2.10 Devices not collected within 3 months from the moment we received them for repair will be removed from our premisses and disposed without and form of compensation from Raphone (of its owners) and possibility of getting them back.

3.1 Our entire liability in respect of any single cause of action arising out of or in connection with this Agreement or its subject matter (whether for breach of contract, tort, including negligence, statute or otherwise at all) shall be limited, to the extent that the cause of action related to our supply of the Services, at our option to: (a) supplying the Services again; (b) payment of the cost of having the Services supplied again; or (c) repaying to you any amount that you have paid in respect of the Services.

3.2 If, through our negligence or willful misconduct, we damage the Device beyond economical repair, our liability will be limited to the cost of providing a replacement with a product that is the same as or similar to the Device.

3.3 Any data or information that you may have stored on the Device shall remain your sole responsibility and we accept no liability for loss or corruption of such data howsoever caused and we therefore highly recommend that you back up your Devices on your personal computer prior to your repair. It is your responsibility to keep a record of any such data. Saying this we can with permission backup your devices information onto a secure disk if requested which may help in the restoration of personal data if needed.

3.4 Nothing in this clause 5 shall apply so as to limit or exclude our liability for: (a) death or personal injury resulting from our negligence; (b) breach of any terms implied by statute; (c) any claim arising under the Consumer Protection Act 1987; or (d) fraudulent misrepresentation.

3.5 In no circumstance shall we be liable to you for any indirect, special or consequential loss arising out of or in connection with this Agreement, including any loss of business, revenue, profits, health, anticipated savings, goodwill or any other indirect or consequential loss or damage howsoever arising.

3.6 We shall not be liable for any claim arising under this Agreement unless you give us written notice of the claim within three (3) months of becoming aware of the circumstances giving rise to the claim or, if earlier, three (3) months from the time you ought reasonably to have become aware of such circumstances.

4.1 We ask for your name and address and the other details set out overleaf (“Contact us”) so that we can notify you when your item has been repaired and so we can give you an efficient after-sales service. We may also send you text messages and/or emails from time to time to alert you to new services that we may provide. By signing the questionnaire and using these Services you consent to our use of your personal Information as described. If you do not wish to receive contact from us simply email contact@iphonerepairbase.co.uk.

5.1 We shall not be liable to you for any delay in or failure of performance of our obligations under this Agreement arising from any reason beyond our reasonable control.

5.2 Our failure to exercise or enforce our rights or the giving of any forbearance, delay or indulgence, will not be construed as a waiver of such rights under this Agreement or otherwise.

5.3 This Agreement sets out the entire agreement and understanding between you and us in connection with its subject matter. Nothing in this Agreement shall effect our liability in respect of any misrepresentation, warranty or condition that is made fraudulently.

5.4 This Agreement may not be amended, modified, varied or supplemented except in writing signed by or on behalf of you and us.

5.5 If any part of this Agreement is found to be void or unenforceable it will be severed from the rest of this Agreement so that it is effective to the extent that shall not effect the validity of the balance of the Agreement, which shall remain valid and enforceable according to its terms.

5.6 Nothing in this Agreement shall confer on any third party any benefits under the provisions of the Contracts (Rights of Third Parties) Act 1999.

5.7 This Agreement shall be governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.

6.1 Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

6.2 To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

6.3 Several types of goods are exempt from being returned, such as replacement parts installed as part of the service. However they can be replaced as part of warranty policy.

6.4 To complete your return, we require a receipt or proof of purchase.

6.5 To return your product, you should mail your product to: 21 Edmonton Close Kesgrave Ipswich I5 1HE Suffolk. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

7.1 We only keep your device for 1 month from the moment you brought it for repair and got informed about repair time needed. If you don’t contact us for further arrangements and not collect it within 1 month, your device is being disposed without chance of getting it back and any kind of compensation from our side.

Website Terms and Conditions

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use this website. The term ‘iPhoneRepairBase’ or ‘our’ or ‘we’ refers to the owner of the website with registered office: 21 Edmonton Close Kesgrave Ipswich I5 1HE Suffolk. The term ‘customer’ refers to the user or viewer of the website. The use of this website is subject to the following terms of use:

1.1 The content of the pages of this website is for your general information and use only. It is subject to change without notice.
1.2 Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
1.3 Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
1.4 This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
1.5 All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
1.6 Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
1.7 From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
1.8 Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.