Prior to sending your device in for service, our technicians require a few steps to be completed to avoid any disruptions.
Please complete these steps before returning your device for assessment to ensure there are no delays.
If you have any questions or concerns regarding the steps relevant to your device, please do not hesitate to contact our Customer Care Team or simply reply to your existing enquiry.
Please note, even if your device is not able to turn on at all or the screen is not working, you must still complete step 2 prior to returning your device.
Step 1 - Back Up Your Data
Our technicians will require that a factory data reset is performed on your device during their assessment regardless of the reason the device is returned. As such, we cannot guarantee that any user-generated data on the device will be retained.
Should we be unable to resolve any issues with your device and need to provide an alternate resolution, we will be unable to return the device to you and are unable to offer data recovery services.
Instructions on backing up your data can be found on the following pages:
- Laptops & Computers: Microsoft Support - Backup and Restore in Windows 10
- Apple MacBooks: Apple Support - Back up Your Mac with Time Machine
- Apple iOS: Apple Support - How to Back up Your iPhone, iPad and iPod Touch
- Android: Google Support - Back up or Restore Data on Your Android Device
IMPORTANT: Any personal data remaining on the device will be erased by the technician during the assessment/repair processes.
Step 2 - Remove Any Personal Accounts
Due to the strict nature of security and privacy, your personal accounts (Gmail, iCloud etc.) must always be removed before returning your device to us.
Should your device arrive locked to an account, this will prevent our technicians from being able to complete any assessment and can lead to delays or result in an inability to resolve your claim.
Instructions on removing your personal accounts can be found on the following pages:
- iPhone, iPad and Macbooks: Apple User Guides - Remove a Device From Find My Device on iCloud.com
- Android Phones and Tablets: Remove an Account on Android
- Window Computers: Microsoft Support - Manage Device Used With Your Microsoft Account
Step 3: Reset your Device
At the beginning of any technical service or return our technicians will attempt to reset and restore your device to its default factory settings; this ensures that the device is assessed in its default state and that any issues are not the result of third party programs or applications.
If possible, we ask that you complete a factory data reset prior to returning your device. This not only speeds up our technicians' assessment but also provides peace of mind that no user-generated data remains on the device once it leaves your possession. You may also find that this resolves any issues you were experiencing.
Please make sure any accounts are removed before performing these steps, to avoid any unexpected Account Locks/Restrictions.
- Laptops & Computers: Microsoft Support - Reset or Reinstall Windows 10
- Apple MacBooks: Apple Support - How to Erase a Disk for Mac
- iPhone/iPad: Apple Support - Restore your iPhone, iPad or iPod Touch to Factory Settings
- Android: Factory Reset Your Device
Upon completing the above steps, your device will be ready for return and our technicians will be able to complete any necessary assessments without restriction.
In the event you are unable to complete all the outlined steps, for example, if you are unable to power on your device, please let our Customer Care Team know so that we can properly document this in your return and provide further advice where possible.
Should there be any restrictions preventing our technicians from completing their assessment, our Customer Care Team will be in touch to discuss what options are available to assist you further.
Please note, certain Google/Android options described above may vary between different Android smartphone manufacturers. For specific steps related to your Android device, always refer to the manufacturer's support site for your device.