Repairs terms and conditions
Welcome to our Repairs Terms and Conditions page.
Last updated July 2023
These Terms and Conditions are relevant to devices purchased from Smartbox Assistive Technology Ltd only. If you have purchased your device from a third party please contact them in the first instance.
Repairs must be logged using our repair form. Once we have received your device, we will assess and advise on the nature of the device fault, the timescale, and the cost of repair within 2 working days. Both the timescale and cost will be an estimate based on our initial inspection. If the timescale or cost does change we will notify you via email. We will not perform any work on your device without your permission.
A minimum charge of £120 plus VAT will be incurred if your device is out of warranty or without Smart Care. The minimum charge excludes any shipping fee.
Spare parts such as chargers, bags and other accessories are available to purchase. Where appropriate, refurbished parts may be used. Internal parts and components are not available for purchase.
During the repair process and transportation via our courier (UK and IRE repairs only), Smartbox are liable for your device and will be responsible for its safe keeping. You are responsible for packing the device, as per the instructions provided. If additional damage occurs due to insufficient packing, Smartbox will not be liable for this. Once the device has been received by you, Smartbox will deem the repair complete and no longer liable for the device.
The device will be returned repaired, but otherwise in the same state as it was delivered to us.
Customer self-repairs will void the device warranty, unless agreed in advance with the Repairs team.
Courtesy Loans
A courtesy loan device is available on request and will be supplied within 5 working days for devices for devices with Smart Care. Courtesy loan devices do not constitute a long-term loan and are not eligible for purchase. The loan device will be supplied to the collection/delivery address taken from our online Repairs form unless stated otherwise.
Courtesy loan devices are provided on a goodwill basis. Whilst the loan device is with you, you are free to use the device as if it is your own, within the confines of the law. You are liable for the wellbeing of the loan device, any damage to the loan device may incur an additional charge dependant on the severity of the damage. Smartbox reserves the right to request a return of the loan device at any time.
Failure to return the device will result in a charge for the cost of the device in addition to late fees.
Standard Warranty
Please refer to the Terms and Conditions of sale for your device to check the warranty of your device.
Smart Care
With Smart Care, you can upgrade from the standard warranty to a comprehensive support package for up to five years from the date of purchase. The additional cover includes protection against one instance of accidental damage per year and a swap-out device if a repair is required.
More information on Smart Care and the terms and conditions are available on our website at thinksmartbox.com/smartcare