Refund policy

TRADE ONLY — parts supplied for professional repair businesses.

The Screen Surgery supplies repair businesses, professional technicians and other business customers. Orders must be placed wholly or mainly for business purposes. We do not accept orders intended mainly for personal, household or non-business DIY use.

Trade-only purchasing

By placing an order, you confirm that you are purchasing mainly for your trade, business, craft or profession and that any business information you provide is accurate. If you are purchasing mainly for personal use, please do not place an order.

Before accepting an order, we may request reasonable information about your business and the purpose of the purchase. We may decline an order before acceptance if we cannot establish that it meets our trade-only purchasing requirements. Any payment taken for an order declined before acceptance will be refunded.

Business purchases do not carry the statutory cooling-off rights that apply specifically to consumer purchases. Trade cancellations and change-of-mind returns are subject to the voluntary arrangements below and any terms separately agreed with you. This does not exclude other applicable contractual or statutory rights.

Start a return

1. Open our returns portal, or email sales@thescreensurgery.com with your order number, part or SKU, quantity and reason for returning it.
2. For a fault, describe the problem and include any useful photographs or test results. If the part has been fitted and you are claiming under our additional trade warranty, provide the repair business’s fitting receipt or equivalent evidence of professional fitting.
3. Follow the return instructions, package the part securely and keep your proof of posting. Contact us for instructions before sending a damaged or swollen battery.

We inspect returned goods when assessing a voluntary warranty claim or trade account credit. Using our returns portal helps us process your request, but is not a condition of exercising a statutory cancellation or other legal right.

Trade returns and account credit

Our voluntary trade returns scheme covers eligible unused goods in a condition suitable for resale and faulty goods covered by the applicable warranty. Contact us before returning stock so we can confirm eligibility and return carriage arrangements.

Accepted returns under our voluntary trade returns scheme are credited to your account. This credit does not expire and can be used for future website purchases. Cash refunds are not the standard remedy under that voluntary scheme.

This account-credit arrangement does not replace a refund or another remedy required by law, or a remedy we have separately agreed with you. We do not impose account credit instead of a legally required refund.

A credit note issued for returned goods is separate from any trade credit or payment facility available on your account.

Additional trade warranty

Advertised additional trade warranty by range

Range	Warranty period
Service Packs	Lifetime
TX Pro	Lifetime
Platinum	12 months
Value	12 months

Keep your order details so we can identify the part and the warranty supplied with it. For other ranges, or if you are unsure about the cover advertised for a particular part, check its product listing or contact us before buying.

We honour the warranty terms supplied with your purchase. Later changes to this policy do not reduce existing warranty cover.

Professional fitting and warranty exclusions

Our parts are supplied for professional repair work. Our additional trade warranty applies to parts fitted by a repair business. Non-business DIY installation is outside that additional warranty.

For a voluntary warranty claim involving a fitted part, retain the repair business’s fitting receipt or equivalent evidence of professional fitting. If you identify a fault before fitting, contact us with the details and any available test results.

Damage caused by installation, misuse or accidental damage is not covered by the additional trade warranty. A part having been fitted does not, by itself, establish that a fault was caused by installation; we assess the circumstances and available evidence.

These fitting and evidence requirements apply to the additional voluntary warranty. They do not remove applicable statutory rights. The expiry of a warranty does not automatically end a legal claim concerning goods that were faulty when supplied.

Mandatory statutory rights

Our purchasing policy is trade only. However, legal consumer status depends on the actual purpose of the purchase. A trade account, business name, customer tag or checkout declaration does not, by itself, override that status.

If a transaction legally qualifies as a consumer purchase despite our trade-only purchasing policy, we will comply with the consumer rights that apply. Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded or restricted.

For a UK consumer purchase, goods must be of satisfactory quality, fit for purpose and as described. Faulty goods may give you a short-term right to reject them for a refund, normally within the initial 30-day statutory period. Repair or replacement and, where the legal conditions are met, a price reduction or final rejection may also be available.

For a valid statutory claim, we meet the return costs required by law. Proof of purchase may be an order record or other suitable evidence. A professional fitting receipt is not a universal condition for a statutory claim.

Cancellation where consumer law applies

This section applies only where you have a statutory consumer cancellation right. It does not give business purchasers an additional change-of-mind cancellation right.

For ordinary goods bought online as a UK consumer, you can normally cancel without giving a reason from placing the order until 14 days after the day you, or someone you nominate other than the carrier, receive the goods. Where goods from one order are delivered separately, the period normally runs from receipt of the last item.

Tell us clearly that you wish to cancel by emailing sales@thescreensurgery.com, writing to the address below or providing another clear statement. You may use the optional form below, but do not have to.

Unless we agree to collect the goods, send them back without undue delay and within 14 days after telling us you are cancelling.

We refund the goods and any standard outbound delivery charge required by law. If you chose a more expensive delivery service, we do not have to refund the additional upgrade cost. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee.

We refund without undue delay. If we have not offered to collect the goods, the deadline is 14 days after we receive them back or receive evidence that you sent them back, whichever happens first. If we collect them, or no goods were supplied, the deadline is 14 days after you tell us you are cancelling.

You pay the direct cost of a change-of-mind return where we informed you of this before purchase, unless we agree otherwise.

Where legally permitted, we may deduct loss in value caused by handling beyond what is necessary to examine the goods’ nature, characteristics and functioning. Opening packaging alone does not automatically remove a cancellation right.

Legal exceptions can apply, including goods made to your specifications or clearly personalised. Simply ordering a standard part specially from a supplier does not, by itself, make it personalised. Any applicable cancellation exception will be explained before purchase.

Optional consumer cancellation form

Use this form only if you wish to exercise an applicable consumer cancellation right. You may copy it into an email or letter.

To: The Screen Surgery Limited
Unit C3 Mockbeggar Farm
Town Road, Cliffe Woods
Kent, ME3 8EU
United Kingdom
Email: sales@thescreensurgery.com

I/We give notice that I/We cancel my/our contract of sale of the following goods:

Goods and order number:
Ordered on / received on:
Customer name:
Customer address:
Signature, only if sent on paper:
Date:

Return address and help

The Screen Surgery Limited
Unit C3 Mockbeggar Farm
Town Road, Cliffe Woods
Kent, ME3 8EU
United Kingdom

Please include your order or return reference so we can identify your parcel.

For help, email sales@thescreensurgery.com or call 01634 791800.