Terms and Conditions of Business

By purchasing or ordering Goods and/or Services from us, you agree to be bound by the terms and conditions set out below. By posting/sending/delivering a device to us, you agree to be bound by the terms and conditions set out below. You should ensure you print and/or retain a copy for future reference. Please read these terms and conditions carefully and make sure you understand them. If you have any questions regarding these terms and conditions, please contact us before sending a device to us.

Your attention is particularly drawn to clause 9 which contains important information about our liability to you.

1. Definitions

Agreement

Means these terms and conditions, together with the documents referred to in them, as each may be amended from time to time in our absolute discretion and which govern the contract when you place orders for Goods and/or Services.

Device

Any equipment you send to us or we send to you for Services provision under this Agreement.

Goods

Any products or goods you purchase from us or offer for sale to us under this Agreement.

Order

Your order for the supply of Goods and/or Services.

Claim

Your repair whereby mendmyi has been instructed as your supplier of Goods and/or Services.

Services

Any services you order, purchase or ask us to carry out under this Agreement, either directly or via your insurance provider.

Portal

Our website portal where claim updates can be viewed and details exchanged between customer and mendmyi.

Insurance Provider

An insurance underwriter/insurance company/insurance claims handler appointed by your insurance company.

us / our / we / mendmyi

mendmyi Ltd, a private limited company registered in England and Wales (registration number 7705267) whose registered office is at 20-22 Wenlock Road, London, England, N1 7GU. We operate from multiple locations including mendmyi, 3 Queen Street, Haverhill, Suffolk, CB9 9DZ, UNITED KINGDOM.

Website

The website we operate located at mendmyi.com or any associated or replacement website operated by us from time to time.

2. Information About You

2.1 By placing an order with us and/or posting a device to us, whether through our Website or otherwise, you warrant that you have read, understood and agree to the terms of this agreement and that you are:

• a UK resident;
• legally capable of entering into binding contracts; and
• at least 18 years old.

2.2 You also agree to provide your name, phone number, address, payment details and any other information which we request in connection with your order. How we deal with this information is detailed in our Privacy Policy.

3. How the Contract Is Formed Between You and Us

3.1 Each Order/Claim will be treated as an offer by you to purchase Goods and/or Services in accordance with this Agreement; unless:

• You are selling your Goods to us in which case the Order will be treated as an offer by us to purchase your Goods from you in accordance with this agreement.

3.2 On each occasion, the Order/Claim will only be deemed to be accepted and this Agreement will only come into effect when we dispatch the Goods or commence the provision of the Services, whichever is the earlier.

3.3 You acknowledge that any automated acknowledgement given when you place an order via our Website shall not amount to our acceptance of the Offer.

3.4 We may (in our absolute discretion) limit, restrict or reject any Order/Claim at any time prior to this Agreement coming into effect. Where this happens, we will attempt to contact you using the information provided to us.

3.5 We reserve the right to refuse to process an Order/Claim for any reason including, but not limited to:

• The wrong price or valuation has been displayed and selected on our website.
• You fail to meet any criteria for eligibility that we impose from time to time.
• You fail to submit all necessary details for us to process your Order/Claim.
• You fail to send us your Goods/Device.
• If your Goods/Device are not in the same condition that was selected when making your Order/Claim.

4. Availability & Delivery

4.1 We will do our best to complete your Order/Claim in a timely and efficient manner but any estimated time frames for any delivery of the Goods and/or completion of the Services are estimates only and delays may arise.

4.2 If a parcel is deemed lost, mendmyi will instruct the courier company to carry out an investigation, and your claim/order will be on hold until the outcome of said investigation.

4.3 On delivery of your parcel you accept responsibility of your device from the moment you accept delivery from the courier.

5. Price and Payment

5.1 The price of the Goods and/or Services shall be our quoted price.

5.2 The price of the Goods and/or Services provided for an insurance claim shall only be available to the Insurance Provider.

5.3 All prices are inclusive of VAT at current rates unless stated otherwise.

6. Sending and Returning Your Device

6.1 Where applicable, you agree to send us your Device so that we can perform the Services required under your Order/Claim.

6.2 Please do not send any accessories with your Device unless we have specifically requested them.

6.3 We accept no liability for any Device or other items that are lost or damaged in the postal or courier system.

7. Import Duty

You will be responsible for payment of any import duties and taxes if you order Goods and/or Services for delivery outside the UK and you must comply with all applicable laws and regulations of the country for which the products are destined. We will not be liable for any breach by you of any such laws.

8. Warranty

8.1 Any Goods, where new, are sold/supplied with the benefit of and subject to the terms set out in any warranty or guarantee given by the manufacturer of the Goods.

8.2 Any Services we carry out for you are guaranteed as specified in clause 8.2.1 & 8.2.2. If the Device develops an additional fault unrelated to the provision of the original Services, this guarantee will not apply.

8.2.1 If the Goods provided are parts for repair of the Device (Parts), we warrant that on delivery, and for a period of 365 days from the date of delivery, the Parts shall be free from material defects in design, material and workmanship.

8.2.2 If the Goods provided are a replacement for the Device (a Replacement Device), we shall use reasonable endeavours to provide a Replacement Device that is the same model, has the same capacity and similar cosmetic wear as the Device (like for like); and warrant that on delivery, and for a period of 90 days from the date of delivery, the Replacement Device shall be free from material defects in design, material and workmanship.

8.3 The warranty at clause 8.2.1 above does not apply to:

• damage resulting from normal wear, accident, abnormal use, misuse, abuse, wilful neglect or exposure to water or other liquid;
• the Device; and/or any parts contained in the Device prior to the time that the Parts were provided.

8.4 We make no representation, guarantee or warranty (whether implied or otherwise) that the Replacement Device will be the same colour as the original Device.

8.5 The warranty at clause 8.2.2 above does not apply to damage resulting from normal wear, accident, abnormal use, misuse, abuse, wilful neglect or exposure to water or other liquid.

8.6 Our guarantee only covers parts used in a repair, it does not include the Device as a whole, any further damage to the Device or any part(s) of the Device; improper fitting of parts or service carried out by you, or any third party, including the manufacturer; or any accidental damage, abuse, misuse, improper care or alteration.

8.7 Your warranty with the original manufacturer is void when we carry out a repair on your Device and you accept fully that your Device will not be restored to its original condition.

8.8 We make no representation, guarantee or warranty (whether implied or otherwise) that the Parts provided will be of the same quality or from the same manufacturer as those parts contained in the Device prior to the time that the Parts were provided.

8.9 To authorise a warranty return we (in our absolute discretion) may require you to send any/all of the following via email:

• a clear high resolution image of the front and back of the device
• a short video illustrating the fault
• a clear list of all the faults present.

8.10 Failure to comply with clause 8.9 may result in your warranty claim being rejected.

8.11 An administration fee may be charged if you send us your Device under a claim against our warranty and we find (in our absolute discretion) such a claim is not valid and we have to return your Device to you.

8.12 These rights are in addition to your legal rights in relation to Goods and Services which are faulty or which otherwise do not conform to the legally required standard.

8.13 From the point of us authorising your return request we allow 14 calendar days to receive the device back in to our workshop. If the device is not received within 14 calendar days of the return request being authorised then this will be treated as notice from you to us that the issues previously raised as part of the ‘warranty’ issue are not existent and no future warranty claims can be made for the same reason.

9. Our Liability

9.1 You acknowledge that when we carry out Services on your Device, it will void your warranty with the manufacturer and when we replace certain parts the serial numbers on these parts will no longer match the original parts. You agree that we will not be liable for any loss or damage caused by this.

9.2 We will not be liable under this Agreement for any loss or damage caused by circumstances where:

• there is no breach of a legal duty of care owed to you by us;
• such loss or damage is not a reasonably foreseeable result of any such breach; or
• any loss or damage results from the breach by you of any term of this Agreement.

9.3 Our liability shall not in any event include any loss of data, profits, business, custom, time, anticipated savings, income, revenue or anything else of a similar nature.

9.4 Nothing in these Conditions shall exclude or limit our liability for death or personal injury resulting from our acts or omissions or those of our servants, agents or employees, or limit your rights as a consumer under applicable UK law.

9.5 You acknowledge that when we carry out Services on your Device we carry out our full diagnostics which includes testing each and every feature of your Device.

9.6 We will not be held liable under this Agreement for any loss or damage caused by circumstances where the carrier lock status of your Device is altered or changed when in our possession.

10. Written Communications

Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

11. Notices

11.1 All notices given by you to us must be given to mendmyi at our registered address.

11.2 We may give notice to you at either the e-mail or postal address you provide to us when placing an order.

11.3 Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an e-mail is sent, or two days after the date of posting of any letter.

12. Events Out of Our Control

If either of us cannot fulfil an obligation under this Agreement because of something beyond our reasonable control such as lightning, flood, exceptionally severe weather, fire, explosion, war, civil disorder, industrial disputes, acts or omissions of persons for whom we are not responsible, or acts of local or central government or other competent authorities, such party will not be liable for this.

13. Our Right to Vary This Agreement

We have the right to revise and amend this Agreement from time to time and you will be subject to the policies and terms and conditions in force at the time you begin your Order, unless any change to the Agreement in force at that time is required to be made by law.

14. General

14.1 This Agreement constitutes the whole agreement between us and supersedes all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us.

14.2 If any of the terms of this Agreement are found to be invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.

14.3 If we fail to insist that you perform any of your obligations under this Agreement, or if we do not exercise any of our rights or remedies under this Agreement, that will not mean that we have waived such rights or remedies and will not mean that you do not have to comply with those obligations.

14.4 This Agreement is between you and us and a person who is not party to this Agreement shall not have any rights under or in connection with it under the Contracts (Rights of Third Parties) Act 1999.

14.5 This Agreement shall be governed by English law and you and we both agree to the exclusive jurisdiction of the English courts.

14.6 We are not obliged to complete an Order with you in accordance with these Terms & Conditions if we become insolvent, enter into an arrangement with administrators or if anything similar occurs. Our contract with you will end immediately.

14.7 Our Services and Order processing is reliant on third parties which have their own processes and times which are out of our control. This includes but is not limited to courier companies, postal services, banks, third party software companies and payment processing companies. We will not be liable for any delay in receipt of a Service or Payment due to delays, action or inaction with any third party.

15. Sale of Refurbished and Pre-Owned Devices

15.1 This clause applies to the sale of refurbished, pre-owned, or second-hand devices by us to you, whether purchased online, by telephone, or in store.

Condition Grades

15.2 All pre-owned devices sold by us are assigned a condition grade at the time of listing:

Certified

Professionally refurbished to like-new standard through our 42-point inspection process. Zero visible wear — looks and feels brand new.

Excellent

Minimal signs of use. Screen in perfect condition. Body may have very faint micro-scratches only visible under direct light.

Good

Light cosmetic wear including minor scratches on screen or body. All functions tested and working.

Poor

Visible cosmetic wear including scratches, scuffs, or minor dents. Fully functional.

You acknowledge that cosmetic descriptions are subjective and assessed by our technicians in good faith. Minor variations within a grade do not constitute a defect or misdescription.

mendmyi Warranty on Refurbished Devices

15.3 All refurbished and pre-owned devices sold by us come with a 12-month mendmyi warranty from the date of delivery (or collection, if purchased in store).

15.3.1 The warranty covers manufacturing defects and component failure under normal use.

15.3.2 The warranty does NOT cover: accidental damage; water or liquid damage; unauthorised modifications or repairs by third parties; cosmetic wear consistent with the stated condition grade; software issues, malware, or user-installed applications; damage caused by use of non-approved accessories.

15.3.3 To make a warranty claim, contact us with your order number, a description of the fault, and (if requested) photographs or video evidence.

Title and Ownership

15.4 We warrant that we have legal title to all devices offered for sale and that they are free from any third-party claims, finance agreements, or security interests.

15.4.1 All devices sold by us have been verified as not reported lost or stolen and are free from activation locks (iCloud, Google FRP, Samsung Knox) at the time of sale.

15.4.2 In the unlikely event that a device is found to be subject to a valid third-party claim, we will provide a full refund or replacement at our discretion.

Data and Privacy

15.5 All devices sold by us have been factory reset and securely wiped of all previous owner data using industry-standard methods prior to sale.

Returns — Online and Distance Purchases

15.6.1 You have a statutory right to cancel and return the device within 14 calendar days of delivery under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. No reason is required.

15.6.2 The 14-day cooling-off period begins on the day after you receive the device.

15.6.3 To exercise this right, you must notify us in writing (by email or letter) within the 14-day period. You must then return the device within 14 days of giving notice.

15.6.4 The device must be returned in the same condition as received, with all original accessories, and must be factory reset and signed out of all accounts.

15.6.5 Return shipping costs are the responsibility of the buyer unless the device is faulty.

15.6.6 Refunds will be processed within 14 days of us receiving the returned device, to the original payment method.

Returns — In-Store Purchases

15.7.1 The 14-day statutory cooling-off period under the Consumer Contracts Regulations 2013 does NOT apply to in-store purchases. There is no automatic right to return an unwanted device purchased in store.

15.7.2 Your statutory rights under the Consumer Rights Act 2015 are unaffected. If the device is faulty, not as described, or not fit for purpose, you have 30 days from purchase to reject it for a full refund. After 30 days but within 6 months, we must be given one opportunity to repair or replace before you can claim a refund.

15.7.3 We may, at our sole discretion, offer goodwill returns or exchanges on a case-by-case basis. Any such offer does not create a precedent or obligation for future transactions.

15.7.4 We strongly encourage all in-store customers to inspect and test the device thoroughly before completing their purchase.

Faulty Devices — All Purchases

15.8.1 If your device develops a fault covered by the mendmyi warranty (clause 15.3), your warranty rights apply regardless of whether the purchase was made online or in store.

15.8.2 Your statutory rights under the Consumer Rights Act 2015 apply in addition to our warranty and are not affected by any term in this Agreement.

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