Frequently Asked Questions

The front glass and display are bonded together with industrial-strength adhesive. Although in theory the glass could be separated and replaced, in practice this doesn’t give consistent results — it risks damaging the display underneath and often results in poor touch functionality. The complexity and time required make replacing the entire screen assembly as a single unit the only viable solution. This guarantees proper function and quality.

Physical damage voids the warranty and no manufacturer would accept it either. We inspect every replacement part before and after the repair for any cosmetic imperfections. If you’re still unhappy with the explanation, we can offer the following:

• Get an independent assessment from a third-party repair company. If their expertise confirms our fault, we will replace the screen under warranty.
• Alternatively, if you decide to get it fixed with us again, we will offer it at a reduced price as a gesture of good will.

Repair times depend on the device type and the nature of the problem:

Phones: Screen replacement 1–2 hours, battery 30–60 minutes, charging port 1–2 hours, camera lens 30–60 minutes, back glass 2–3 hours. Water damage: 24–48 hours.

Tablets: Screen 2–3 hours (iPad) or 3–4 hours (Surface), battery 1–2 hours.

Laptops: Screen 2–3 hours, keyboard 4–6 hours, battery 1–2 hours. Motherboard/complex faults: 2–5 days.

DJI Drones: Gimbal/camera 1–3 days, structural 2–5 days, water damage 3–7 days.

All same-day times assume parts are ready. We recommend booking ahead so we can have parts prepared for your visit. For mail-in repairs, most devices are returned within 1–3 working days of parts being available.

We advise using a quality screen protector or tempered glass — they protect against scratches and add extra strength. However, they don’t provide 100% protection against drops. The screen underneath can still crack from impact even if the protector survives. We don’t take any responsibility for screen damage when a protector is applied.

Water damage repair requires several hours to disassemble the device, inspect it, wash the motherboard using ultrasonic cleaning equipment, and dry it properly. We don’t provide same-day repairs for liquid-damaged devices — it’s simply not possible to do it right in such a short time. The sooner you bring it in, the better the chances of recovery. Important: do not turn on or charge a water-damaged device — bring it to us as-is.

To provide a correct diagnosis, we typically need 1–24 hours, and sometimes longer if we need to order test parts. We can disassemble your device right away and provide a brief visual inspection, but a thorough diagnosis usually requires more time. Quick visual inspections and email quotes are free. For in-depth diagnostics, we charge £39 — which is refundable if you proceed with the repair.

We’ll call or email you as soon as your device is ready for collection. For longer repairs, we keep you updated on progress. If we discover any additional issues during the repair, we’ll always contact you before proceeding with any extra work — you’ll never be charged for something you didn’t approve.

Devices not collected within 60 days from the date we received them are disposed of without the possibility of return. We attempt to contact you during this period, but if we receive no response, we must clear the space. Please ensure your contact details are up to date when leaving a device with us.

We use quality parts and adhesive materials, but we cannot guarantee that your device will maintain its original level of water resistance after any repair that involves opening it. Water resistance is established during factory manufacturing under controlled conditions that cannot be fully replicated during a repair. We recommend treating your device as non-water-resistant after any repair involving screen removal, battery replacement, charging port work, or back glass replacement.

We offer two tiers of replacement parts: original/OEM-equivalent and high-quality aftermarket. Both are covered by our warranty. We explain the differences in quality and price before starting any work, and you always choose which option you prefer. We never install parts without your approval. For Apple devices specifically, we use premium Apple-compatible parts that provide the same functionality and performance — different quality tiers are available at different price points.

Yes. During screen replacement, we carefully transfer your original Face ID sensors, earpiece speaker, and front camera assembly to the new screen. Face ID will continue working after repair. True Tone display calibration is restored using specialised equipment as standard on every screen replacement.

For fingerprint sensors: side-mounted and rear sensors are not affected by screen repair. Under-display fingerprint sensors may require re-pairing after replacement — we’ll inform you before starting if this applies to your device.

Note: After a third-party screen replacement, your iPhone may display a notification in Settings indicating the screen is not original Apple hardware. This is normal and does not affect functionality.

After third-party battery replacement, your iPhone may display “Unknown Part” or “Unable to verify” in Settings > Battery Health. This is an Apple software restriction for non-Apple batteries and does not affect actual battery performance or functionality. Your new battery will work normally — only the health reporting feature is affected.

Yes — a swollen battery is a potentially hazardous condition that requires immediate attention. If your screen is bulging or pushing outward, stop using the device immediately and don’t charge it. Swollen batteries can rupture if punctured. Contact us for urgent same-day battery replacement. With normal use, we recommend replacing batteries every 2–3 years to prevent this.

Yes. When one repair requires opening your device, adding another service costs significantly less in labour since disassembly is already done. Common combinations include battery + screen replacement, charging port + battery, or back glass + battery. Ask our team about multi-service discounts when booking.

All repairs include a comprehensive warranty:

• Standard repairs (screens, batteries, charging ports, back glass, etc.): 6–12 months depending on the supplier warranty on parts. Covers both replacement parts and installation workmanship.
• Microsoldering / board-level repairs: 6 months.
• Liquid damage cleaning: No warranty on cleaning itself, unless replacement parts were fitted during the process.

If the same fault returns within the warranty period, we repair it free of charge. Warranty does not cover new physical damage, liquid damage occurring after the repair, or faults unrelated to our work. Valid at both our London locations.

Yes, we specialise in Apple iPad (all models — Pro, Air, Mini) and Microsoft Surface (Pro, Go, Book, Laptop) repairs. We also repair Samsung Galaxy Tab, Lenovo, Huawei, and Amazon Fire tablets, though parts availability and cost vary significantly for these brands — we’ll always be honest about whether the repair makes financial sense.

Tablet repairs are generally more complex than phone repairs due to the way screens are bonded. iPad and Surface screen replacements require controlled heating to separate the display — we always inform you about any associated risks before starting.

Yes — we repair all major brands including Apple MacBook, Dell, HP, Lenovo, Asus, Acer, Microsoft Surface, Samsung, Toshiba, and custom-built PCs. Services range from straightforward part replacements (screens, keyboards, trackpads, batteries) to advanced motherboard repair and microsoldering.

We also handle software issues: OS reinstallation, virus/malware removal, performance troubleshooting, data migration between computers, and data recovery from faulty drives — both Windows and macOS.

Yes, we repair all DJI drone models — from Mavic Mini to Mavic 2 Pro and everything in between. Services include gimbal and camera repair, structural and crash repair, motor and ESC replacement, water damage recovery, firmware recovery, and full calibration.

You can drop off your drone at either location, but complex repairs and board-level work are carried out at our Wimbledon workshop. If you drop off at Victoria, the drone may be transferred to Wimbledon, which can slightly extend turnaround time.

Important: if your drone has crashed or been exposed to water, do not turn it on — bring it to us as-is.

Yes — we handle a wide range of software problems on both Windows and macOS. This includes OS reinstallation, virus and malware removal, performance issues, startup problems, and general troubleshooting. We also offer data migration between computers and data recovery from faulty or damaged drives.

We recommend making a backup of your data before any repair if at all possible. We never delete your data intentionally — in most standard repairs (screen, back glass, battery, charging port), your files remain completely untouched. For computer repairs, where possible, we remove the hard drive during testing and use our own test drive instead.

However, we cannot guarantee data safety and do not accept responsibility for data loss resulting from unforeseen complications. Unlike many repair shops, we never wipe devices during standard repairs. For water-damaged devices, data recovery outcomes depend on the extent of the damage, but we do our best and have extensive experience.

We never delete your data. Your files stay intact throughout the entire repair process. Although we ask for your password, we use it only to test the device after repair. We guarantee discretion — please check our privacy policy. At the same time, we are not liable for data loss if that happens as a result of unforeseen complications.

If you have any modifications on your device — stickers, vinyls, engravings, adhesive cases — we don’t take responsibility for them. We will try not to disturb them, but many repairs require removing these modifications to access the device. The same applies to warranty repairs. We will not accept financial responsibility for third-party modifications.

If there is any risk around the repair that could cause additional problems, we will inform you before we start the work. Otherwise, we take full responsibility for our workmanship — if we damage something during the repair, we will restore it to full functionality. For specific repairs like iPad battery replacement (which requires screen removal), we always explain the associated risks and get your approval before proceeding.

To fully test your device after repair, we need to access the operating system. This allows us to verify the screen, keyboard, trackpad, Wi-Fi, camera, speakers, microphone, and overall system stability. Without logging in, we can only perform basic power-on testing. If you prefer not to share your password, you’re welcome to be present during testing — though we recommend full access to ensure a thorough quality check.

We ask you to send your device without SIM cards, memory cards, and accessories. All devices are returned in standard protective packaging. Sometimes we can reuse the original box, but if we decide to use our own packaging, we don’t take responsibility for your original box.

If we receive your device on Friday, we repair it the same day and post it with next-day delivery by 1pm. However, next-day delivery does not include weekends or bank holidays. You should receive it on Monday. We always use tracked shipping so you can monitor delivery status.

Yes. You can send your device to us from anywhere in the UK using tracked, insured Royal Mail or courier service. For tablets and laptops, we recommend insured courier delivery due to higher device value.

We also offer collection and return service within approximately 2 miles of our Victoria and Wimbledon locations — we pick up your device and deliver it back to your door after repair. Most mail-in repairs are returned within 1–3 working days once parts are available.

You contact us with details about your device, the story of the problem, approximate data size, and how urgently you need it done. We provide a free initial price estimate the same day. If you decide to proceed, bring or send your device to our Wimbledon facility. Within 24 hours, we identify recovery options and provide an accurate fixed-price quote. Once you approve, we begin recovery work, keeping you informed throughout. Before final payment, we show you exactly what was recovered — either in person or via secure screen share — so you can verify the files meet your needs.

Recovery time depends on the device type and the nature of the problem. We offer three service levels:

• Standard: 14–21 working days (base price)
• Priority: 5–14 working days (+30% cost)
• Emergency: 1–4 working days (+70% cost, 24/7 work including evenings and weekends)

These are estimates — we provide a more accurate timeline after diagnosing your specific device. For emergency situations with business-critical data, we offer same-day collection across London zones 1–3.

No — data recovery is a multi-step process that requires precise diagnostics, specialist equipment, and careful handling. Even the fastest emergency cases take 1–4 working days. We recommend leaving your device with us so we can give it the attention it needs. We’ll keep you updated throughout the process and contact you as soon as recovery is complete.

We provide a free initial estimate based on your device description. If you bring the device in for in-depth diagnostics, we invest several hours using specialist equipment to identify the problem source and determine recovery options. If you then decide not to proceed, we charge a £39 diagnostic fee to cover time and resources. If you go ahead with recovery, the diagnostics are included in the overall cost.

We operate on a no-recovery-no-fee basis for the full recovery charge. If we cannot recover your data despite our best efforts, we ask only for the £39 diagnostics fee to cover time spent and any donor drives or components used. We can provide a detailed report of all procedures performed. If the failure was due to an error on our part, we don’t charge anything.

Diagnostics and recovery work starts in our Wimbledon facility. Your device stays in our London lab — we never outsource without your explicit permission. If we find that a specialist partner could achieve better results, we will discuss this with you first and only proceed with your approval.

We follow strict procedures developed over more than a decade of data recovery work. However, we cannot guarantee that data will be recoverable — the condition of the storage media when you bring it to us is the primary factor. We handle your device with the utmost care using professional equipment, but some types of physical damage may be beyond recovery regardless of the methods used.

Yes, we provide photographs of the recovery process and a description of what was done. We can provide a detailed specialist report upon request — this is particularly useful for insurance claims or legal purposes.

We ask you to bring an external storage drive where we can copy your files. Alternatively, we can provide you with an external drive at additional cost. Before transferring the data, we show you the file structure and prove file integrity — either in person at our office or via secure screen share.

We retain a backup copy for 7 working days after returning your data as a safety net. After this period, all data is securely wiped in compliance with GDPR. If you don’t wish us to keep any copy at all, let us know and we will delete it immediately.

We keep your data on encrypted drives, in alarmed and monitored rooms with CCTV. Overnight, drives are stored in safes. We maintain strict chain-of-custody protocols from initial assessment to final return, and every device is logged and tracked throughout the process.

The cost depends on the device type, storage capacity, amount of data to recover, nature of the problem, and your required timeline. We provide a free initial estimate the same day you contact us, followed by a fixed-price quote after in-depth diagnostics. There are no hidden costs — we only proceed once you approve the quote. Priority service adds 30% and emergency service adds 70% to the base price.

No. We always provide upfront pricing that includes the total cost. We only proceed once you approve the quote. The £39 diagnostic fee is explained before we start, and the full recovery price is confirmed after diagnostics. All sales are final after data confirmation and delivery.

Data recovery requires specialist equipment including PC-3000 professional recovery systems, laminar flow cabinets for clean-environment drive work, microsoldering stations, precision microscopes, and NAND recovery technology for SSD work. We also use chip-off recovery methods for USB flash drives and donor drives for component replacement. These tools allow us to handle scenarios that consumer-level software cannot address.

We can attempt to recover data from password-protected devices, but we require proof that you are the rightful owner. For BitLocker-encrypted drives, you will need to provide the recovery key. We handle all devices with strict confidentiality.

We operate on a preview-before-payment model. After completing the recovery, we show you the file structure, size of the backup, and prove file integrity before you pay. This way, you can verify that the recovered files meet your needs before committing to the full cost. All sales are final after you confirm the data and complete payment.

We don’t charge for unsuccessful recoveries — only the £39 diagnostics fee, which is explained before we start. If recovery is successful, you preview the data before paying. If the recovered files don’t include what you need, we’ll discuss options. If the failure was caused by an error on our part, we don’t charge anything.

We recover data from virtually any storage medium:

• Hard drives (HDD) — including clicking, beeping, or physically damaged drives
• Solid-state drives (SSD) — using advanced NAND recovery technology
• SD cards and micro SD cards
• USB flash drives — including chip-off recovery methods
• External hard drives and portable storage
• RAID arrays (all levels)
• Smartphones — photos, messages, contacts from damaged phones
• Laptops — liquid damage, hardware failure, OS corruption
• NAS units

We also handle catastrophic damage scenarios including fire, flood, and electrical surge damage.

Yes. We offer emergency data recovery with 1–4 working day turnaround, including 24/7 work during evenings and weekends. For urgent business-critical situations, we provide same-day collection across London zones 1–3. Contact us at 020 8543 7088 for immediate assistance.

We offer dedicated business accounts for companies requiring regular repair services. Business accounts include priority service, a dedicated account manager, invoice billing with NET-30 payment terms, and volume discounts based on your monthly repair volume. Contact us to set up an account.

Absolutely. We specialise in bulk repairs for corporate clients, schools, and organisations. We can handle anywhere from 10 to 500+ devices simultaneously. Contact us with your requirements and we’ll provide a tailored quote with competitive pricing for volume orders.

Yes, we accept purchase orders from registered business accounts. We offer NET-30 payment terms for established corporate clients with approved credit. All invoices include a detailed breakdown of services, parts, and labour for easy accounting reconciliation.

Our standard SLA guarantees same-day diagnostics and 24–48 hour turnaround for common repairs. We can customise SLA terms based on your business requirements, including priority queue access, emergency repair services, and dedicated capacity. Turnaround times are agreed per device type and repair complexity.

Yes, we offer on-site repair services for businesses in the London area. Our technicians can visit your office with all necessary tools and parts to perform repairs on-site, minimising downtime for your team. This service is particularly popular for bulk repairs and urgent business-critical devices.

We offer tiered volume discounts starting at 10% off for 10+ devices per month, up to 25% off for clients with 100+ monthly repairs. Custom pricing packages are available for enterprise clients with ongoing service contracts. Contact our business team for a personalised quote.

Yes, we offer comprehensive device lifecycle management services including procurement, deployment, repairs, maintenance, and recycling. We maintain detailed records of all your devices, repair history, and warranties. You’ll receive monthly reports on device health, costs, and recommendations for fleet optimisation.

We take business data security extremely seriously. All corporate repairs are handled in secure facilities with restricted access, CCTV monitoring, and encrypted storage. We can sign NDAs and comply with your security policies. For sensitive devices, we offer secure chain-of-custody tracking and can work with devices that remain encrypted throughout the repair process.

Business clients receive priority queue placement, meaning faster turnaround on all repairs. We also offer on-site collection and return across London, temporary device loans to minimise downtime, volume pricing for multiple devices, and dedicated account management for ongoing partnerships. The repair quality is the same high standard — the difference is speed, convenience, and flexibility.

Yes — we offer dedicated repair partnerships where we learn your specific equipment and become your go-to servicing team. Whether you manufacture electronics, operate specialist machinery with electronic components, or need an authorised repair provider for your products, we can build bespoke repair processes tailored to your needs. We dedicate capacity, agree on SLAs, and can handle repairs under your brand if required.

Yes. We offer significant discounts for bulk repairs — the more devices you send, the lower the per-device cost. We also provide batch processing for end-of-term servicing, where we can process large numbers of Chromebooks, iPads, or laptops efficiently. We handle everything from screen and battery replacements to full device health checks, data migration, and secure data wiping — all GDPR compliant. Contact us for a tailored quote based on your device count and repair types needed.

Our trade service is designed for other repair businesses that need specialist capabilities. Send us your board-level repairs, data recovery cases, or water damage jobs. We complete the work and return the device to you — we never contact your customer. You invoice at your own rates. We offer trade account pricing, agreed turnaround times, and white-label reporting so everything stays under your brand.

For ongoing IT support, managed services, and technology solutions, we operate a dedicated brand — Evolfe (evolfe.co.uk). Evolfe is built to support coworking and flexible spaces, schools, and small to medium businesses with proactive IT management. Fixfactor focuses on device repairs and servicing, while Evolfe handles the broader technology partnership. Visit evolfe.co.uk for more information.