Repair terms

Estimates and inspection

Online prices and times are non-binding estimates. The final scope, price, display or part grade, supported features and expected completion time are confirmed after inspection and before repair.

Sydney-wide pickup and return

Pickup and return are available by arrangement within Sydney. Availability, collection and return timing, handover requirements, and any pickup or delivery fee are confirmed before collection. Customers should back up important data and remove SIM or memory cards unless instructed otherwise.

Customer approval

Additional work should not begin without customer approval, except where separately agreed in writing.

Repair notices

Before The Phone People accepts a phone or other data-storing device for repair, the customer must be given a written repair notice advising that the repair may cause stored user data to be lost. The notice must be clearly set apart from other information, provided directly to the customer before the device is accepted for repair, and recorded with the repair authorisation.

If refurbished goods or parts may be used, the written notice must also include the prescribed Australian Consumer Law wording:

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

The notice can be handed, emailed or posted to the customer. This webpage is general information only and does not itself satisfy the repair-notice requirement. The Phone People should retain evidence that the required written notice was provided before the device was accepted for repair.

Data and device preparation

Customers should back up data where possible. Repairs can involve risk to stored information. Passwords and passcodes must not be sent through website forms or ordinary email.

Parts and display grades

Where multiple screen options are offered, the quote should clearly distinguish aftermarket LCD or in-cell, aftermarket OLED or Soft OLED, refurbished original OLED and genuine service-pack parts. The Phone People website is intended to promote OLED-focused screen options and should not compare an OLED price with a cheaper LCD price as though the parts are equivalent.

Warranty and Australian Consumer Law

Repair services come with consumer guarantees that cannot be excluded by these terms. Services must be provided with due care and skill, be fit for any purpose or result agreed with the customer, and be supplied within a reasonable time when no completion time has been agreed.

Available part grades and any voluntary repair warranty are confirmed in writing before work begins. A voluntary warranty is an extra promise and operates in addition to rights and remedies that may apply under Australian Consumer Law; it does not replace or reduce those rights.

Before work begins

The final repair scope, price, selected part or display grade, expected turnaround, any pickup or return fee, and any voluntary warranty that applies to the selected repair are confirmed with the customer before repair work begins.