CUSTOMER SUPPORT
Returns & aftercare.
Clear guidance on returning a part or product
or getting help with a repair.
Repair service and warranty returns
If a repaired unit develops a problem, contact us with your order reference and a description of the fault. We will assess the issue under the warranty applicable to your repair and confirm the return arrangements.
Your statutory rights are separate from, and unaffected by, our warranty. If our service was not carried out with reasonable care and skill, you may require us to repeat the service at no additional cost, within a reasonable time and without significant inconvenience.
Where repeat performance is impossible or cannot be completed on that basis, you may be entitled to an appropriate price reduction or full refund.
Under our voluntary warranty, we do not cover third-party costs. Postage costs for further returns more than three months after the original repair are also your responsibility. These exclusions do not apply to costs we are legally required to cover and do not restrict your statutory rights. We will cover all parts and labour as per the original repair.
As part of our ongoing customer support, we may also offer a replacement part service, subject to availability. Where this is outside your warranty cover and statutory entitlements, additional charges will apply. Any charges will be explained and agreed with you before we proceed.
Returning a physical part or product
.
If you have purchased a standard physical part or product from us online or by phone as a UK consumer, you can cancel from the time you order until 14 days after the day you receive it. You do not need to give a reason.
Email or call us with a clear statement that you wish to cancel. Please include your order details so we can identify your purchase. You do not need our approval to exercise your cancellation right. Send the goods back within 14 days of telling us.
For electronic items, please keep all warranty and tamper-evident seals intact. For displays, please leave the protective screen film in place wherever possible while inspecting the item.
Removing or damaging seals or protective films does not automatically prevent a return or refund. However, where handling goes beyond what is necessary to establish the item’s nature, characteristics and functioning and reduces its value, we may deduct that loss in value from your refund, where permitted by law.
This does not affect your statutory rights where goods are faulty, not as described or otherwise fail to meet legal requirements.
SPEAK TO THE TEAM
Need help with
your return?
have your invoice number to hand and a brief description of the issue ready
0208 525 4069
Return address
FICR / Cluster Repairs UK
BizSpace
121 Brooker Road
Waltham Abbey
Essex, EN9 1JH
United Kingdom
For help with a repaired unit, contact our team before posting it. We may be able to resolve the issue without a return.
Personalised order or custom-made parts
Please contact us with details of the problem. Your consumer rights may include a refund, repair or replacement. Faulty goods normally carry a 30-day short-term right to reject; other rights continue after this period. We will explain the appropriate remedy and return arrangements.
Refunds
For a valid cancellation, we refund without undue delay and within 14 days of receiving the goods or evidence that you sent them back, whichever is earlier. We use your original payment method unless you agree otherwise, without a refund fee.
For cancellation of the whole order, we also refund the standard outward delivery charge. Premium delivery upgrades are not refunded. Where legally permitted, we may deduct any loss in value caused by handling beyond what is necessary to check the goods.