iExperts Repair Terms & Conditions

1. About iExperts

iExperts is a professional third-party device repair business located at Suite 9A, Level 9, The Dymocks Building, 428 George Street, Sydney NSW 2000. We are not an Apple Authorised Service Provider, Samsung Authorised Service Provider, Google Authorised Service Provider, or official manufacturer repair centre.

Unless clearly stated otherwise in writing, repairs may be performed using compatible, aftermarket, refurbished, reclaimed or supplier-sourced parts depending on device model, part availability, customer selection and repair requirements.

2. Repair Assessment and Approval

iExperts may inspect, test or diagnose your device before confirming the repair required. Any initial quote, website price, verbal estimate or online estimate may change after inspection if the device has additional damage, hidden faults, liquid damage, previous repair issues, board damage or requires different parts or labour.

If the repair cost changes, we will seek your approval before proceeding where reasonably possible. If you decline the revised quote, the device may be returned unrepaired and an inspection, diagnostic, labour, handling or postage fee may apply.

3. Payment

Unless otherwise agreed in writing, payment is required when the repair is completed and before the device is returned, collected or shipped. Quoted repair prices generally include parts, labour and GST unless stated otherwise.

iExperts may hold a repaired or assessed device until all outstanding amounts are paid.

4. Parts and Part Quality

iExperts may offer different repair part options depending on the device and repair type. These may include aftermarket, compatible, premium compatible, refurbished, reclaimed, original-pulled or supplier-sourced parts.

iExperts does not guarantee that a replacement part will be recognised by the original device manufacturer as genuine, authorised or manufacturer-certified unless this is specifically confirmed in writing before the repair.

5. Manufacturer Messages and Software Warnings

Some devices may display software messages, warnings, pairing notices, unknown part messages, battery health limitations, display messages or repair history notifications after repair. These messages may be controlled by the manufacturer’s software and do not always indicate a functional fault with the replacement part.

iExperts will explain known limitations where applicable, but we do not guarantee that manufacturer software messages can always be removed or prevented.

6. Repair Warranty

iExperts provides a repair warranty on eligible repairs. Screen, battery, charging port and similar standard part repairs are covered for 6 months from the repair date. Logic board or motherboard repairs may be covered for 1 to 3 months depending on the nature of the repair, device condition and repair type.

The warranty applies only to the specific part replaced or repair performed by iExperts. It does not cover unrelated faults, new faults, pre-existing issues or parts that were not repaired or replaced by iExperts.

7. Warranty Exclusions

Warranty does not cover new physical damage, cracked glass, impact damage, liquid damage, corrosion, misuse, pressure damage, bending, tampering, unauthorised third-party repair, software problems, customer-supplied parts, unrelated faults, pre-existing faults or issues caused by another component not repaired by iExperts.

Original proof of repair or invoice is required for all warranty claims. Warranty service must be carried out by iExperts unless we agree otherwise in writing.

8. Logic Board and Motherboard Repairs

Logic board and motherboard repairs are more complex than standard part replacements. Warranty for eligible board repairs is generally 1 to 3 months depending on the repair type, device condition and fault.

Board-level repairs may not restore the device to new condition and may not resolve unrelated or hidden faults. Some board faults can return due to liquid damage, heat, impact, corrosion, age or damage to other components.

9. Data Backup and Data Recovery Services

Customers should back up all data before any repair, diagnosis or inspection. iExperts is not responsible for data loss, data corruption, loss of programs, loss of business information, loss of personal information or loss of removable storage during diagnosis, repair, testing or handling.

Data backup, data recovery or temporary board repair work is provided on a best-effort basis. Data recovery results are not guaranteed unless specifically confirmed in writing.

10. Board Repair for Data Backup Only

Some logic board or motherboard work may be performed for data backup purposes only. In these cases, the purpose of the work is to allow access to data where possible.

iExperts does not guarantee that the device will be restored to normal working condition, remain usable after backup, or continue functioning after the data backup process. No warranty is provided for normal device function when the service is performed for data backup purposes only.

11. Customer Responsibility for Data

Before providing any device to iExperts, customers should back up important data and remove confidential, sensitive, proprietary or personal information where possible. Customers should also remove SIM cards, memory cards or accessories unless they are required for the repair.

12. Device Condition and Pre-existing Faults

Devices may have hidden damage, liquid exposure, corrosion, prior repair issues, worn parts, intermittent faults, board damage or other problems that are not visible during initial booking. A successful repair of one issue does not make iExperts responsible for unrelated, hidden or pre-existing faults.

13. Water or Liquid Damaged Devices

Liquid damaged devices are unpredictable. Even if a device works after cleaning or repair, faults may return later due to corrosion or hidden damage. Warranty does not cover liquid damage or faults caused by liquid exposure unless specifically agreed in writing.

14. No Fix, No Fee

Where a “No Fix, No Fee” arrangement applies, it means you will not be charged the quoted repair price if we cannot complete the agreed repair. However, inspection fees, diagnostic fees, data recovery attempt fees, liquid damage treatment fees, special-order parts, postage or handling fees may still apply if disclosed or agreed before the service.

15. Special-Order Parts

Some repairs require parts to be specially ordered for a specific customer or device. Special-order parts may require a deposit or upfront payment. Once ordered, special-order parts may not be refundable for change of mind unless required by law or agreed by iExperts in writing.

16. Customer-Supplied Parts

If iExperts agrees to install a customer-supplied part, we do not provide warranty on the customer-supplied part itself. Any warranty, if applicable, may only apply to the labour performed by iExperts. iExperts is not responsible if the customer-supplied part is defective, incorrect, incompatible or causes further issues.

17. Refund Policy

Refunds are handled in accordance with the Australian Consumer Law. If there is a major failure with a product or service supplied by iExperts, you may be entitled to a remedy under the Australian Consumer Law. For minor issues, iExperts may choose to inspect, repair or correct the issue within a reasonable time.

Change-of-mind refunds are not provided for completed repair services, diagnosis, labour, special-order parts, custom repair work, data recovery attempts or services already performed unless required by law or agreed by iExperts in writing.

18. Refunds Where Parts Have Been Installed

If iExperts agrees to a refund for a completed repair where a replacement part has been installed, the device must be returned to iExperts for inspection and the supplied part must be returned, removed or recovered by iExperts before any approved refund is processed, unless otherwise required by law.

Refunds will not be processed simply because a customer does not wish to return the device, does not wish to return the supplied part, or does not want iExperts to inspect the claimed issue.

19. Warranty and Refund Inspection

Warranty claims, refund requests or repair complaints must be assessed by iExperts before a remedy can be confirmed. The device may need to be returned to our Sydney office for inspection.

If the issue is found to be unrelated to the original repair, caused by new damage, liquid damage, misuse, software, third-party repair or another excluded cause, warranty or refund may be declined.

20. Australian Consumer Law

Our repair warranty is provided in addition to any rights you may have under the Australian Consumer Law. Nothing in these terms is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law.

21. Repair Notice

Customers acknowledge that repairs to devices capable of storing user data may involve a risk of data loss. Customers also acknowledge that repairs may involve the use of compatible, aftermarket, refurbished, reclaimed or supplier-sourced parts where suitable.

If you have questions about the type of part used for your repair, please ask iExperts before approving the repair.

22. Accessories and Retail Products

Accessories such as screen protectors, cases, cables, chargers, adapters and other retail items are covered by applicable consumer guarantees. Warranty does not cover physical damage, misuse, liquid damage, normal wear and tear or damage caused after purchase.

23. Screen Protectors and Protective Accessories

Screen protectors, hydrogel films, cases and similar protective accessories are designed to reduce the risk of damage but cannot guarantee full protection against impact, pressure, drops, scratches or liquid exposure.

24. Mail-in and Courier Repairs

For mail-in or courier repairs, customers are responsible for packing devices securely before sending them to iExperts. We recommend using protective packaging, a strong box, tracking and signature on delivery. iExperts is not responsible for damage, delay or loss that occurs while the device is being delivered to us.

After repair and payment, iExperts will arrange free return delivery for completed mail-in repairs using Australia Post, TNT, Couriers Please or another suitable delivery provider.

A return postage fee of $20 may apply only if the device is unrepairable, if you decline the repair quote, or if the device needs to be returned without repair.

25. Unrepairable Devices

If a device is not repairable or if you decide not to proceed with a quoted repair, we will contact you to discuss the available options. A diagnostic, inspection, handling or return postage fee may apply.

26. Unclaimed Devices

If a repaired, assessed or unrepaired device is not collected, paid for or claimed within 30 days after notification, iExperts may treat the device as unclaimed. We may take further action in accordance with applicable law, including storage, disposal or recovery of unpaid amounts where permitted.

27. Limitation of Liability

To the maximum extent permitted by law, iExperts is not liable for indirect, incidental or consequential loss, including loss of business, loss of profits, loss of opportunity, loss of goodwill, loss of data, loss of use or loss caused by delays in diagnosis, repair, parts supply or courier delivery.

Nothing in this clause limits any rights or remedies that cannot be excluded under the Australian Consumer Law.

28. Privacy and Device Access

iExperts respects customer privacy. However, some repairs may require access to device settings, testing functions, diagnostics, operating system menus, cameras, speakers, microphones, charging, Wi-Fi, Bluetooth, display, touch, Face ID, Touch ID or other functions to confirm repair results.

Customers should remove confidential data where possible before repair and provide any required passcode only if necessary for testing.

29. Changes to These Terms

iExperts may update these Terms & Conditions from time to time. The version available on our website at the time of booking, approval or service will apply unless otherwise required by law.

30. Contact

If you have any questions about these Terms & Conditions, please contact iExperts on 1300 500 511 or email sydney@iExperts.com.au.