FAQYour Questions Answered

What is CeX Clinic?

CeX Clinic is a fast and efficient repair service for a wide range of consumer electronics (Mobile Phones, Games Consoles, Tablets and Laptops).  The service is available through the CeX Clinic website and CeX stores across the UK.

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CeX Clinic provides an independent repair service to mainstream manufacturers such as Microsoft, Apple, Lenovo and Dell etc.  We provide a fast and efficient service that utilises the highest quality parts sourced from our supply chain partners in the Far East.

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Why should I use CeX Clinic?

We are easily accessible by the web and store, we provide quality Original Equipment Manufacturer (OEM) parts and have a wealth of experience and skills in repairing consumer electronics.

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What products are available for repair?

Please visit our website for a full list of items we repair - www.cexclinic.com

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What repairs are you able to complete?

We are highly experienced in undertaking a multitude of repairs from laser replacements, soldering and screen replacements etc. However, there will be an increased likelihood of us being unable to repair your device if it has one of the following faults present:

  • Heavily damaged items (casing coming apart)
  • Extensive water / liquid damage
  • Modified items
  • Devices from other countries

Please feel free to contact our Customer Service Team for more information on the above.

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How much do you charge for a repair?

Repair prices are available via our website – www.cexclinic.com

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How long does a repair take?

We aim to have a device repaired and dispatched within 7 days upon receipt at our repair centre.  In the unlikely event that we will exceed this timescale, we will notify you (via phone and e-mail) and keep you updated throughout the process.

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Do you need my password or PIN for my mobile phone?

Yes, our Engineers will need your password/PIN to fully test your device post repair.  If you are unable/unwilling to provide your password/PIN we can continue with a repair (as per the fault description) but we cannot test your device fully.  If this situation arises, we will complete the repair but no warranty will be applied.

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Will I lose any data during my repair?

In the event of us needing to reset your device or wipe data, we will contact you to obtain permission, however please ensure your device is backed up prior to sending to us for repair as we cannot guarantee that all data will be available due to the nature of repairs we undertake.

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How can I book a repair?

Booking a repair is a quick and easy process.  You can obtain a quote via our website www.cexclinic.com and the next step will be to simply take your device to your local CeX store.  Alternateively, simply visit us in store and speak to a member of staff directly.

Please ensure when booking your repair that you have a valid email address and/or mobile phone number available as we may need to contact you during the repair process.  Also, the contact information you provide will allow us to send you automatic updates as your repair progresses.

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Can I request to book a repair by phone or email?

All repairs are booked and confirmed in store.  However, you can visit our website www.cexclinic.com to obtain a quote.

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How do I pay for my device to be repaired?

Payments will be taken in store after your repair is completed.

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Will there be a diagnosis of problem found and fixed?

Yes, you will be able to view the diagnosis on the CeX Clinic website using your JB number and email address.

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How can I trust that my personal data is looked after with CeX Clinic?

This aspect is covered in the disclaimer (print out) and states that no data will be shared or passed to any third parties.  

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What if I don’t know what is wrong with my device?

It’s our job to find out but having some information is always helpful! All devices are fully tested and evaluated to determine any faults. If any other faults arise that fall under the price originally quoted then these will also be fixed.  If the device requires a new repair price, our Customer Service Team will be in touch with you to discuss further.

 

 

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Can I cancel my repair?

You can cancel your repair right up until we have collected the device from your chosen CeX store.  Unfortunately, after collection has been completed, we will continue with the repair and return your device.

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Do you offer a warranty on your repairs?

Yes, please refer to our Terms and Conditions for further information.

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What happens if my device is lost?

In the unlikely event that your device is lost in transit, our Customer Service Team will make contact and complete an internal investigation with our courier.  If your device cannot be located, our Customer Service Team will make contact and a replacement of equal specification will be supplied by the store. 

 

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What happens if my device arrives back damaged?

If a device has been damaged in transit (and packaged in-store), we will complete an internal investigation to ascertain where and when the damage occurred.  Upon completion of our investigation, we will contact you and complete any remedial works.  If we are unable to repair your device, a replacement of equal specification will be supplied.

In line with our investigation (and prior to any remedial works being completed/replacements provided), we will review/utilise all information recorded to ensure that any claim linked damage in transit is valid.

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