This policy explains when a repair or a part can be refunded, how the 14-day window works, and how to ask for a review. It sits alongside the warranty, which covers repeat work rather than money back.

Parts that were supplied but not fitted

Where a part was ordered for your repair but never fitted, you may ask for a refund of that part within 14 days of the date the order was placed. The part must be unused and undamaged. If a restocking charge applies, it is stated before the order is placed, and it is never applied silently. Refunds of this kind are returned by the same method as the original payment.

Diagnostic charges

A diagnostic charge pays for bench time, not for parts. It is only applied where it was named in advance, and it is not refundable once the diagnosis has been carried out, because the time has already been spent and the finding has already been handed to you. The finding belongs to you even if you decline the repair, and you may use it wherever you like.

Completed repairs

Once a repair is complete and the laptop has been tested and handed back, the price is due and is not normally refundable. If the repair has not resolved the fault, the remedy is a warranty repair rather than a refund in the first instance. If the workshop cannot resolve a covered fault after a reasonable number of attempts, a refund of the repair becomes an option, and the coordinator will set out how that would work.

Repairs that cannot be completed

If a workshop authorises a repair and then finds it cannot be completed, you are told why, and any part of the price that has not been earned is returned. You are not charged for work that was not done.

How to request a refund or a review

1. Write to the coordinator. Email [email protected] with your job reference, the amount concerned and the reason for the request.
2. We acknowledge it. You receive confirmation that the request has been received, with the name of the coordinator handling it.
3. We review the record. The written estimate, your authorisation and the workshop’s notes are checked against your account of events.
4. We decide and explain. You are told the outcome in writing, with the reasoning, and any approved refund is issued promptly.

Timelines

Stage	Typical time
Acknowledgement of a request	Two working days
Decision after review	Ten working days
Refund reaching your account	Five to ten working days after approval

Your statutory rights

This policy does not reduce any right you have under the consumer law of your country. If the law where you live gives you a stronger position than this policy, that law applies, and you should say so when you write to the coordinator so the request is handled on the right basis.

Goodwill

The rules above describe the ordinary case. Where something has clearly gone wrong and the fault is ours, a coordinator can approve a remedy beyond the letter of this policy, because a fair outcome matters more than a rigid reading of a page. That discretion does not create an entitlement in other cases, but it does mean a genuine problem is dealt with on its merits.