_1.png)
Console Wizard – Terms & Conditions of Repair
These Terms & Conditions apply to repair, diagnosis and related services supplied by Console Wizard.
By placing an order through our website, booking equipment into our premises, signing our repair receipt or otherwise authorising us to carry out work, you agree to these Terms & Conditions.
Nothing in these Terms & Conditions affects your statutory consumer rights.
1. About Console Wizard
Console Wizard provides professional repair and diagnostic services for games consoles, computers, laptops, Apple equipment, tablets and other supported electronic equipment.
Console Wizard
517 Tonge Moor Road
Bolton
Greater Manchester
BL2 3BG
Telephone: 01204 388557
2. Acceptance of These Terms
Customers ordering a repair through our website must accept these Terms & Conditions as part of the checkout process.
Customers booking equipment directly into our premises will be provided with a repair receipt and may be required to sign to confirm acceptance of the applicable repair conditions.
By authorising Console Wizard to begin diagnosis or repair, you agree to these Terms & Conditions.
3. Repair Turnaround Times
Our normal repair turnaround is approximately:
1–5 working days
This is an estimated turnaround and is not a guaranteed completion time.
Some repairs may take longer because of:
- The complexity of the fault
- Diagnostic requirements
- Parts availability
- Parts requiring special order
- Additional faults discovered during diagnosis
- The condition of the equipment
- Current workshop workload
Where parts have to be ordered specifically for a repair, the turnaround may exceed 1–5 working days.
Where a repair is taking longer than expected, we will endeavour to keep the customer informed.
Courier collection and delivery times are separate from our repair turnaround.
4. Repairs Required by a Specific Date
Customers who require equipment to be repaired by a particular date should inform Console Wizard before booking or authorising the repair.
We cannot guarantee completion by a specific date unless this has been expressly agreed by Console Wizard.
Parts availability, unexpected faults and courier delays can affect completion times.
5. Express Repair Service
An Express Repair Service may be available for an additional £20.
Express repairs receive priority within our workshop repair queue.
Express Repair does not guarantee same-day completion or completion by a specific date.
Repair times can still be affected by diagnosis, complexity and parts availability.
If a required part has to be ordered, the repair may take longer. Priority handling will continue once the required part becomes available.
The £20 Express Repair fee is non-refundable once the Express service has commenced, including where the repair is ultimately unsuccessful.
Any applicable diagnostic or engineering fee is separate from the Express Repair fee.
6. Diagnosis
Where a customer's fault is not covered by a specific repair service, Console Wizard offers a diagnosis service.
The standard diagnosis charge is £20, unless otherwise stated on the applicable repair listing.
Our engineers will investigate the fault and contact the customer with our findings and proposed repair cost.
If the customer approves the quoted repair and the repair is successfully completed, the £20 diagnostic fee is deducted from the final repair price.
7. Equipment More Than Two Years Old
Equipment that is more than two years old from the product's original release date is subject to a £20 diagnostic fee unless a different diagnostic or engineering charge is stated on the individual repair service.
This charge covers engineering time spent diagnosing and assessing older equipment where a successful repair cannot ultimately be completed.
8. No Fix, No Fee
Equipment less than two years old from its original product release date is normally repaired on a No Fix, No Fee basis unless the individual repair listing specifically states otherwise.
Equipment more than two years old from its original release date is subject to the applicable diagnostic fee.
Certain specialist repairs have specific non-refundable diagnostic or engineering charges.
Where the individual repair listing specifies different unsuccessful-repair terms, the terms stated on that repair service apply.
9. Incorrect Repair Service Selected
If a customer purchases a repair service that does not correspond with the fault identified during diagnosis, Console Wizard is not required to carry out the incorrectly selected repair.
We will contact the customer, explain our findings and provide the price for the appropriate repair where applicable.
If the correct repair costs more, no additional chargeable work will be carried out without the customer's approval.
If the correct repair costs less, the appropriate difference will be refunded following successful completion.
If the customer declines the recommended repair, any applicable diagnostic or engineering fee remains payable.
10. Additional Faults and Additional Costs
During diagnosis or repair, our engineers may discover additional faults or damage that could not reasonably have been identified beforehand.
Where additional work or parts would increase the agreed repair price, we will contact the customer and explain:
- What has been found
- What additional work is required
- The additional cost
We will not carry out additional chargeable work without the customer's approval.
11. Previous Repair Attempts
Console Wizard accepts equipment that has previously been opened or subjected to repair attempts by the customer or another repairer.
Previous repair attempts can cause additional damage, including damaged components, motherboard tracks, solder pads, connectors, screws, casings and other components.
If previous work has resulted in additional damage that increases the cost or complexity of the repair, we will contact the customer before carrying out additional chargeable work.
12. Motherboard and Component-Level Repairs
Motherboard-level repairs can involve specialist procedures including microsoldering, component removal and replacement, BGA work, reflow and other procedures involving controlled application of heat.
Equipment submitted for this type of repair is already faulty and can contain underlying defects or damage that are not apparent before work begins.
Despite reasonable skill and care being exercised, component-level repair can occasionally expose additional faults or result in an already-faulty motherboard becoming further degraded or completely non-functional.
If a motherboard-level repair is unsuccessful, the equipment will normally be returned to the customer in the condition resulting from the repair attempt unless the customer authorises us to dispose of it.
Any applicable diagnostic or engineering fee remains payable.
Nothing in this section excludes liability that cannot legally be excluded.
13. Parts Availability
Repairs are subject to suitable replacement parts being available.
If a required component is unavailable, discontinued, cannot reasonably be sourced or is no longer economically viable to obtain, Console Wizard may be unable to complete the repair.
Where appropriate, prepaid repair charges will be refunded less any legitimately applicable diagnostic or engineering fee.
If a suitable part is available but would increase the repair cost, we will obtain the customer's approval before proceeding.
14. Replacement Parts
Console Wizard normally uses original/OEM replacement parts.
For older or discontinued equipment, new original parts may no longer be manufactured or available.
Where appropriate, we may offer an alternative such as a tested and graded original used component or another suitable replacement.
Where this differs materially from the part normally supplied, we will explain the available option to the customer before proceeding.
15. Customer-Supplied Parts
Console Wizard does not fit or use customer-supplied replacement parts.
All components fitted as part of a Console Wizard repair must be supplied by Console Wizard.
Customers may request a particular specification or upgrade, such as a higher-capacity SSD. Where suitable, Console Wizard can source and supply the requested component and agree any additional cost before proceeding.
16. Special-Order Parts
Where a customer requests or authorises a specific replacement component, upgrade or special-order part, Console Wizard may order that component specifically for the customer's equipment.
If the customer subsequently cancels or changes their mind after the part has been ordered, they may remain responsible for the cost where the part cannot reasonably be cancelled, returned or refunded by our supplier.
We will not charge the customer for costs that we have not actually incurred.
17. Removed Parts
Faulty or replaced components removed during a repair are disposed of by Console Wizard and are not returned to the customer.
A separate policy applies to storage media as explained below.
18. HDD, SSD and Storage Media
Where an HDD, SSD or other storage device is replaced and the original device remains sufficiently readable, transfer of existing customer data to the replacement drive is included as part of the HDD/SSD replacement service.
However, a failing, damaged or corrupted storage device may contain files that cannot be read or recovered.
Successful transfer of all customer data therefore cannot be guaranteed.
Customers remain responsible for maintaining backups of important information.
Removed HDDs, SSDs and other storage media are normally securely destroyed to protect personal and confidential information.
If a customer wishes to retain their original storage device, they must request this when the equipment is originally booked in or the repair order is placed.
19. Customer Data
Customers are responsible for backing up all important data before submitting equipment to Console Wizard.
Diagnosis and repair can occasionally result in data becoming inaccessible or lost, particularly where equipment or storage media is already faulty.
Nothing in these Terms & Conditions limits liability where it would be unlawful to do so.
20. Data Backup and Transfer Requests
Where requested, Console Wizard may attempt to back up or transfer customer data.
Any additional charge for this service will be agreed with the customer before work is carried out.
Data recovery or backup cannot be guaranteed because successful recovery depends upon the condition of the original storage device and data.
21. Formatting, Factory Resets and Operating-System Installation
Some repairs may require a storage device to be formatted, an operating system to be reinstalled or equipment to be factory reset.
Where we know that a procedure will erase customer data, we will obtain the customer's permission before carrying out the data-destructive procedure.
Customers should nevertheless maintain their own backup before submitting equipment for repair.
22. Passwords, PINs and Login Details
Where necessary for diagnosis, repair or testing, customers may be asked to provide passwords, PINs or login details.
For PCs, laptops and Apple equipment, repairs involving HDDs, SSDs, operating-system faults, software corruption or similar problems may require access to the operating system and desktop.
If the necessary login details are not supplied, Console Wizard may be unable to complete the repair.
Login information supplied to us will only be used where reasonably necessary for diagnosis, repair and testing.
Customers may change their passwords or PINs after receiving their equipment back.
23. Equipment Condition on Receipt
Console Wizard may photograph and/or video equipment when it is received to record its condition.
Where significant pre-existing damage is identified, such as cracks, dents, scratches, damaged casing, missing screws or evidence of previous repair attempts, we may notify the customer before proceeding.
Photographs and videos may be retained as part of the repair record.
Not every minor cosmetic mark or scratch will necessarily be individually recorded.
24. Equipment Damaged in Transit
If equipment arrives showing significant damage that appears to have occurred during transit, we may photograph/video the equipment and its packaging and contact the customer before commencing the repair.
Customers should retain suitable evidence and cooperate with any courier claim where required.
25. What to Send With Your Equipment
Unless specifically requested, customers should send only the equipment requiring repair.
Do not send unnecessary:
- Power cables
- HDMI leads
- Chargers
- Controllers
- Cases
- Memory cards
- USB drives
- External drives
- Game cartridges or discs
- Other accessories
Unrequested accessories are supplied at the customer's own risk, and Console Wizard cannot accept responsibility for their loss or damage except where liability cannot legally be excluded.
26. Removable Media
Customers should remove SD cards, microSD cards, USB drives, game cartridges, discs and other removable media before submitting equipment unless they are relevant to the reported fault or specifically requested by Console Wizard.
Where media cannot reasonably be removed because of the fault, for example a game disc physically trapped inside a faulty disc drive, we will record its presence and return it with the equipment where it can safely be removed.
27. Shipping Options
Online customers can select from the shipping options available during checkout.
Shipping services and prices vary depending on the option selected.
The purchased shipping service covers only the collection and/or return journeys specified for that particular option.
Current shipping options and charges are displayed on our Shipping Information page and during checkout.
Additional shipping requested outside the service originally purchased may incur an additional charge.
28. Packaging Equipment for Transit
The customer is responsible for ensuring equipment is securely and adequately packaged before it is handed to a courier.
Packaging must provide sufficient protection against movement, impact and normal handling during transportation.
Failure to package equipment securely can invalidate the applicable courier shipping insurance.
Where a courier loss or damage claim is rejected because the equipment was inadequately packaged by the customer, Console Wizard cannot accept responsibility for the resulting loss or damage except where liability cannot legally be excluded.
29. Courier Claims
Where shipping has been purchased through Console Wizard, we will manage the applicable courier claim process on the customer's behalf if equipment is lost or damaged in transit.
Customers must cooperate with the claim process and may be required to provide photographs, retain packaging or provide other information requested by the courier.
Where equipment is damaged during the return journey from Console Wizard to the customer, we will manage the courier claim.
30. Failed Courier Collections
If an arranged collection fails because the customer is unavailable or otherwise unable to hand the equipment to the courier, an additional charge will apply for arranging another collection.
If the collection fails because of an error by the courier or another circumstance outside the customer's control, Console Wizard will arrange another collection without an additional charge.
31. Incorrect Addresses
Customers are responsible for providing complete and accurate collection and delivery addresses.
Where an incorrect or incomplete address results in additional courier charges, failed collection, redirection or failed delivery, the customer is responsible for the additional cost.
32. Return Delivery
Courier tracking showing successful delivery to the address supplied by the customer will normally be regarded as confirmation that the equipment has been returned.
This may include acceptance by another person at the supplied address where permitted by the courier service.
This does not prevent investigation where equipment has genuinely been delivered to an incorrect address.
33. Changing the Return Address
A request to change the return delivery address must:
- Be made in writing by email
- Be sent from the same email address used on the original order
- Be received before the equipment has been dispatched
Once equipment has been dispatched, Console Wizard cannot change or redirect the delivery address.
34. Return Delivery Failure
If an ordinary delivery attempt fails because nobody is available to receive the parcel, an additional shipping charge will not automatically be imposed.
However, where equipment is returned to Console Wizard because the customer refused delivery, provided an incorrect/incomplete address or otherwise caused the delivery failure, the customer is responsible for any additional shipping required to send the equipment again.
35. Cancellation of Online Repair Orders
Customers ordering services online may have statutory cancellation rights.
Where a repair order is cancelled before equipment has been sent to Console Wizard and before work has commenced, the repair charge will normally be refunded in full.
If a courier collection has already been attempted, any courier cost already incurred will not be refunded.
If a booked collection can be cancelled before an attempted collection and Console Wizard incurs no courier/cancellation charge, the applicable shipping payment will be refunded.
Nothing in this section reduces statutory cancellation rights.
36. Requesting Work During a Statutory Cancellation Period
Where applicable law gives the customer a cancellation period and the customer expressly requests that diagnosis or repair begins during that period, the customer may be required to pay for services already supplied if they subsequently cancel, to the extent permitted by law.
37. Cancellation After Work Has Started
If a customer requests the return of their equipment before diagnosis or repair work has begun, the applicable repair fee will be refunded, subject to shipping/courier costs already incurred.
If diagnosis or repair work has already started, any applicable diagnostic or engineering fee remains payable and the remaining eligible repair balance will be refunded.
38. Cancellation After Successful Repair
Once an authorised repair has been successfully completed, the agreed repair price remains payable.
A customer cannot cancel a completed repair service simply because they subsequently change their mind.
This does not affect statutory rights where a service has not been carried out with reasonable care and skill or otherwise fails to comply with applicable consumer law.
39. Payment
Online repair orders are paid when the order is placed.
For equipment booked directly into our Bolton repair centre, the applicable diagnostic fee is payable upfront.
Following a successful repair, the remaining repair balance is payable when the repair has been completed.
In-store payment can be made by:
- Cash
- Debit or credit card
40. Repairs Considered Uneconomical
Where diagnosis shows that the repair cost may be high compared with the age, condition or value of the equipment, we may advise the customer that the repair could be beyond economical repair.
Where repair remains technically possible, we will provide the customer with the repair cost and allow them to decide whether they wish to proceed.
If the customer declines the repair, the applicable diagnostic fee remains payable.
41. Intermittent Faults and No Fault Found
Some faults are intermittent and may not occur during workshop testing.
Customers should provide as much information as possible about intermittent problems, including when and how the fault occurs. Video evidence can be particularly useful.
If we cannot reproduce the reported fault after reasonable testing, the equipment may be returned as No Fault Found.
Any applicable diagnostic fee remains payable.
42. Contaminated, Infested or Unsafe Equipment
Console Wizard reserves the right to refuse equipment that is excessively dirty, contaminated, infested with insects/pests or otherwise presents a hygiene or safety risk.
If contamination or infestation is discovered after diagnosis or dismantling has begun, work will stop and the equipment will be returned unrepaired.
Any applicable diagnostic fee remains payable for work already undertaken.
43. Swollen, Damaged or Hazardous Batteries
If we discover a swollen, punctured, leaking, physically damaged or otherwise potentially hazardous lithium battery, we reserve the right to remove it immediately where reasonably necessary for safety.
The customer will be notified as soon as reasonably practicable.
Removal may occur before customer approval where delaying removal could create a safety risk to people, equipment or property.
Hazardous batteries removed for safety reasons will be safely disposed of and will not be returned to the customer.
Any replacement battery or additional chargeable work will require customer approval.
44. Repair Warranty
Successful Console Wizard repairs include a 3-month warranty covering the original fault repaired, unless mandatory statutory rights provide otherwise.
The warranty begins on the date of the original successful repair.
Warranty work does not restart, renew or extend the original three-month period.
The warranty is not a rolling warranty.
45. What the Warranty Covers
The warranty covers failure of the original repair carried out by Console Wizard during the applicable warranty period.
It does not provide a general warranty covering every component or unrelated fault that may subsequently develop in the customer's equipment.
46. Warranty Shipping
If the original repaired fault is reported within 7 days of the customer receiving the repaired equipment, the applicable warranty return shipping is provided free of charge.
After seven days, but while the equipment remains within its three-month warranty period, the customer is responsible for the applicable reduced warranty shipping charge.
The seven-day period relates only to shipping costs. It does not reduce the three-month repair warranty.
47. Warranty – No Fault Found
Where equipment is returned because the customer believes the original repaired fault has returned but we cannot reproduce the fault after reasonable testing, no additional diagnostic/testing fee will be charged for the warranty inspection.
The normal warranty shipping policy continues to apply.
48. New or Unrelated Faults
If equipment returned under warranty is found to have a fault unrelated to the original repair, the new fault is not covered by the original repair warranty.
We will contact the customer, explain what has been found and provide a quotation for the new repair.
No additional chargeable work will be carried out without customer approval.
49. Physical and Accidental Damage
The repair warranty does not cover new physical or accidental damage occurring after the equipment has been returned to the customer.
This includes, where applicable:
- Impact damage
- Cracked or smashed screens
- Pressure-damaged LCD panels
- Black or ink-like LCD damage caused by impact or pressure
- Bent or damaged ports
- Pushed-in sockets
- Damaged connector pins
- Damage caused by excessive force
- New liquid damage
- Other subsequent physical damage
Where new damage is identified, the customer may be offered a separate repair quotation.
50. HDMI, USB, Charging and Other Ports
Replacement HDMI ports, USB/USB-C ports, charging sockets, Ethernet/network sockets and other physical connectors are covered by the standard warranty against failure of the original repair.
The warranty does not cover new physical damage caused after the repair, including bent, cracked, pushed-in or otherwise mechanically damaged ports or pins.
51. Screens, LCDs and Touchscreens
Replacement screens, LCDs and touchscreens are covered against failure of the replacement part/original repair during the applicable warranty period.
New cracks, impact damage, pressure damage, LCD bleeding/black patches, scratches and other subsequent physical damage are not covered by the repair warranty.
52. Replacement Batteries
Replacement batteries are covered by the standard 3-month repair warranty against premature failure of the replacement battery/original repair.
The warranty does not cover physical damage, liquid damage, misuse or normal reduction in battery capacity caused by ordinary use and ageing.
53. Warranty and Tamper Seals
Console Wizard may apply warranty or tamper-evident seals following repair.
These assist us in determining whether equipment has subsequently been opened, dismantled or interfered with.
Customers should not remove or deliberately damage these seals during the warranty period.
54. Third-Party Interference During Warranty
If equipment has been opened, dismantled, modified or subjected to another repair attempt by the customer or a third party following our repair, the Console Wizard warranty may be invalidated where that interference affects our ability to verify the original repair or has caused or contributed to the reported fault.
Evidence of interference with the area originally repaired may result in the original repair warranty being declined.
55. Successful Repairs and Refunds
A successfully completed and authorised repair is a service that has already been supplied.
A refund is not available simply because the customer changes their mind after successful completion.
This does not affect statutory consumer rights where the repair service itself is defective or has not been supplied with reasonable care and skill.
56. Collection From Our Premises
Customers collecting equipment from our Bolton repair centre must provide either:
- The original booking receipt; or
- Satisfactory confirmation of the customer/order details
Another person may collect equipment on the customer's behalf provided they can supply the required booking/customer information.
57. Uncollected Equipment
When equipment is ready for collection or return, or when a customer declines a repair and the equipment is ready to be returned, Console Wizard will notify the customer using the contact details supplied.
The customer must arrange collection, return and any outstanding payment within two months from the date we notify them that the equipment is ready.
Console Wizard will make reasonable attempts to contact the customer using the telephone number, email address and/or other contact information supplied.
Customers are responsible for keeping their contact details accurate and informing us of changes.
If equipment remains uncollected after the applicable period, Console Wizard may exercise any rights available under applicable law in relation to uncollected goods, which may include sale or disposal after the legally required notice procedure has been followed.
Any amounts properly due to Console Wizard and legally recoverable costs may be dealt with from sale proceeds as permitted by law.
58. Equipment Where a Repair Is Declined
Where a customer declines a repair following diagnosis, the equipment must also be collected or returned within two months of notification that it is ready.
Any applicable diagnostic fee remains payable.
The uncollected-equipment provisions above will apply if the equipment is not collected.
59. Shipping Instead of Collection
If equipment was originally booked directly into our shop and the customer subsequently asks us to ship it back rather than collect it, the applicable shipping charge is additional.
Where an online customer has already purchased return shipping but subsequently chooses to collect from our Bolton premises, the unused return shipping charge will be refunded provided it has not already been used and no non-refundable courier cost has been incurred.
60. Statutory Consumer Rights
Nothing in these Terms & Conditions excludes or restricts rights that cannot legally be excluded or restricted.
Where the customer is acting as a consumer, repair services will be provided in accordance with applicable UK consumer law, including requirements relating to reasonable care and skill.
If any provision of these Terms & Conditions conflicts with a mandatory statutory consumer right, the statutory right will take precedence.
61. Changes to These Terms
Console Wizard may update these Terms & Conditions from time to time.
The Terms & Conditions applicable to a repair will normally be those in force when the customer places the order or books the equipment in, subject to any subsequent variation expressly agreed between Console Wizard and the customer.
62. Contacting Console Wizard
If you have any questions about a repair, quotation, warranty or these Terms & Conditions, please contact:
Console Wizard
517 Tonge Moor Road
Bolton
Greater Manchester
BL2 3BG
Telephone: 01204 388557
```