Refund policy
Screenie LTD (trading at screenieltd.com)
Last updated: 21 August 2026
This policy explains your rights to cancel an order, receive a refund, and return a device to us, for our mail-in phone screen repair service. It forms part of our Terms of Service and should be read together with our Shipping Policy and Compensation Policy.
Nothing in this policy affects your statutory rights as a consumer under English law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1.1 When you buy from us online, you normally have a 14-day cancellation period (the "cooling-off period") under the Consumer Contracts Regulations 2013, during which you can cancel your order and receive a full refund.
1.2 Before we start any work: if you cancel before we have received your device, or before any repair work has begun, you are entitled to a full refund of the price you paid.
1.3 Because this is a repair service, if you ask us to begin the repair within the 14-day period and we do so, you may lose the right to cancel once the repair has been fully completed with your consent. By sending your device to us and instructing us to begin the repair, you are expressly requesting that we start the service during the cancellation period. At checkout, you will be asked to confirm: "I request that Screenie begins the repair service during the 14-day cancellation period and understand that I may lose my right to cancel once the repair is completed."
1.4 If you cancel after work has begun but before it is completed, you may be liable to pay for the work already carried out, together with any postage and reasonable administration costs. We will tell you what these are before charging them.
1.5 If you cancel before sending your device, no return is needed and we will refund you within 14 days of cancellation.
1.6 To cancel, contact us at casinatoruk@gmail.com with your order reference. If you have already sent your device, also see Section 3 about its return.
2.1 When you are entitled to a full refund
You are entitled to a full refund of the price paid where:
-
you cancel before we have received your device or before any work has begun;
-
we are unable to carry out the repair and we have not started any work;
-
you are legally entitled to one under your statutory rights (for example, if the service is not provided with reasonable care and skill, or the goods supplied are faulty).
2.2 When a partial refund may apply
A partial refund (reflecting work already carried out) may apply where:
-
you cancel after work has begun but before completion;
-
we have carried out part of the service and additional issues prevent completion;
-
you and we agree a partial resolution to a specific issue.
2.3 Refunds for faulty or unsatisfactory repairs
If the repair we carried out is faulty, not of satisfactory quality, or not as described, you are entitled to have it re-repaired or replaced under our warranty or your statutory rights. Where the service has not been carried out with reasonable care and skill, you may be entitled to repeat performance (a re-repair) within a reasonable time and without significant inconvenience, or a price reduction up to the full amount paid where repeat performance is impossible or not provided properly. If re-repair or replacement is not possible, you may be entitled to a refund (full or partial) or compensation under our Compensation Policy.
Approved refunds will be paid to your original payment method within 14 days of us agreeing the refund. If we need to inspect the device before refunding, the 14 days begins once we receive the returned device and have completed a reasonable inspection.
We will not issue a refund where:
-
the repair was completed to a satisfactory standard and you have since changed your mind (your cancellation right may have been lost once the repair was completed with your consent — see Section 1);
-
the issue is caused by something other than our repair (for example, accidental damage, liquid damage, or a separate fault);
-
the device has been opened, modified, or repaired by a third party after our repair;
-
the claim is outside the scope of our service (for example, a fault we did not agree to repair).
Where the order cannot proceed because you did not provide the required IMEI or did not send the device, we may cancel the order and refund you in accordance with our Terms of Service and your statutory rights. We will not withhold payment for work that has not started.
We will always explain the reason for any refund decision. You retain your statutory rights regardless of the above.
3. Returns — sending a device back to us
3.1 A "return" means sending a device to us for inspection, warranty repair, or because a refund has been agreed. There are two situations:
3.2 Warranty or faulty-repair returns
If you believe a repair we carried out is faulty, contact us at casinatoruk@gmail.com with your order reference and IMEI. We will assess the claim and, where appropriate, arrange for the device to be returned to us for inspection.
-
If the issue is confirmed as covered by our warranty or your statutory rights, we will repair or replace the affected part at no charge and provide a prepaid return label or reimburse your reasonable postage costs for sending the device to us, and cover return postage to you.
-
If no covered fault is found, you may be responsible for the cost of return postage, and we will contact you before carrying out any chargeable work.
3.3 Please return the device using a tracked postage method, securely packaged, with the SIM card and accessories removed and your data backed up (see Section 5).
3.4 Do not send a device to us before contacting us and receiving return instructions, so we can match the device to your order and, where applicable, provide a prepaid label.
4. Devices we cannot accept back
4.1 We cannot accept a return or issue a refund where the device:
-
has been tampered with, opened, or repaired by another party after our repair;
-
has sustained new accidental or liquid damage since our repair;
-
has been deliberately damaged or altered;
-
is not the same device we repaired (we verify devices by IMEI and our condition records).
4.2 If we receive a device that does not match the one we repaired (by IMEI or condition records), we will contact you and will not proceed until the matter is resolved.
5. Your data before returning a device
5.1 Before sending any device to us, you are responsible for backing up your data and, where possible, removing personal data and signing out of accounts.
5.2 We are not responsible for loss of data, photos, contacts, or accounts when a device is returned to us, except where caused by our negligence and recoverable in law.
5.3 Where we need to access the device to test a reported fault, we will only access what is necessary to test the repair, and we will not copy or share your personal data.
6.1 For valid warranty or statutory-claims returns, we will cover the reasonable cost of postage both ways — by providing a prepaid label or reimbursing your reasonable costs to send the device to us, and paying return postage to you (see Section 3.2).
6.2 If you cancel after sending your device but before repair work has begun, we will return the device to the address provided using standard tracked postage and process any refund in accordance with Section 1.
6.3 For returns where no covered fault is found, or where the return is for reasons within your control, you may be responsible for the reasonable cost of postage, and we will tell you this before any charge.
6.4 We use tracked postal services. We are responsible for arranging return delivery to you with reasonable care and for handling any carrier matter in accordance with applicable law. We are not responsible for delays caused by the postal carrier outside our reasonable control, except where caused by our negligence or where the law does not allow us to exclude liability.
7. If we cannot repair or refund
7.1 If we determine that a repair cannot be completed, or that a refund is not due, we will explain the reasons in writing.
7.2 If your device has been damaged or lost while in our care, compensation is handled under our Compensation Policy, including the standard amounts for total device failure and Face ID failure.
7.3 We will return your device to you (unless you ask us to dispose of or recycle it) using tracked postage, in line with our Shipping Policy.
8. How to request a refund or return
8.1 To cancel, request a refund, or arrange a warranty return, contact us:
-
Email: casinatoruk@gmail.com
-
Phone: 07934316684
-
Post: Screenie, 25 South Farm Road, Leeds, LS9 6NY, England, United Kingdom
8.2 Please include your order reference and IMEI so we can locate your order quickly.
8.3 We aim to acknowledge your request within 2 working days and provide a full response within 14 days.
9.1 If you are unhappy with our decision, you can ask us to review it, and you retain your statutory rights, including the right to seek independent advice or use an Alternative Dispute Resolution (ADR) service. We will, where required, provide details of a certified ADR provider.
This Refund and Returns Policy was last updated on 21 August 2026. It forms part of our Terms of Service.