8 questions to ask before you send your device for repair

The questions

1. 1

   What will it cost, in total?

   Ask for a price for your exact model, and check whether parts, labour and return postage are included.

2. 2

   Are the parts original or compatible?

   It affects quality, features and price. See our guide to replacement parts.

3. 3

   How do I send it, and who pays for postage?

   Ask how to pack it and whether postage is tracked and insured.

4. 4

   What happens to my data?

   Ask whether the repair could erase anything, and back up before you send it.

5. 5

   Do you need my passcode or password?

   If so, ask how to share it safely. Never write it on the device.

6. 6

   What if it can't be repaired?

   Ask whether there's a fee and how the device is returned.

7. 7

   What if something goes wrong afterwards?

   Ask what happens if the same fault comes back.

8. 8

   Who am I dealing with?

   Check the company's full name and registered company number on Companies House, and that there's a real way to contact them.

Before you post it

• You've backed up everything you'd hate to lose.
• You've removed SIM cards, memory cards and cases.
• You've written down the device's exact model and what's wrong.
• You've taken photos of the device, including any damage.
• You have the answers to the questions above in writing.

0 of 5 done. Ticking just helps you keep track; nothing is saved or sent.

Things to be careful about

• Be wary of anyone who won't give you a price or a company name before you send a device.

• Don't post a device until the repairer has told you how to pack and address it.

• Keep your postage receipt and tracking number.