Console Therapy Terms and Conditions
We believe in clear transparent services
Here you will find our full terms and conditions which form part of the agreement between us if you use our repair service.
Terms & Conditions Overview
We believe we are the most honest and transparent games console repair companies on the market. That’s why we have created this Terms & Conditions Overview section which lists the main elements of the our T&C’s – these should not be read in replace of our full T&C’s which you can find further down the page. By using our services, you are bound to the full Terms and Conditions
- Using our service will invalidate any manufacture warranty on your device
- If your device has suffered water damage, our repair warranty is limited to 30 days only
- We will take great care of your console, however, due to the console age some minor outer casing marking may occur when we open your console.
- Our return next day shipment service is insured against loss or damage to a limit of £60 (GBP). If you would like to increase this, please let us know at time of booking.
- When selling your faulty device to us, you agree to transfer ownership to us, and agree to all your data being deleted where possible.
- We will not back up or restore any data held on your console. It is your responsibility to run a back up before sending us your console
- If we find further undisclosed faults with your console after opening, we will notify you via email
- We will not be held liable for any data loss or data breach during, or after our repair
- We will not be held liable for any loss, injury or damage whatsoever resulting from our repair
- It is your responsibility to ensure your console arrives to us safely. Please use strong and secure packaging only.
The above list only shares the main highlights of our terms and conditions.
If you decide to use our services, you are bound to the full terms and conditions listed below:
Full terms and conditions
1. INTRODUCTION
1.1 The terms set out in this document (“Agreement”) shall apply to the repair (“repair service”) and/or the sale of goods (“sale of goods”) and/or the purchase of your faulty device (“faulty device service”) that we provide to you (“customer”) regarding your games console/laptop/controllers (“Device”)
1.2 Any reference to “us”, “we” and “our” refer to Console Therapy and references to “you” and “your” are references to you (“customer”).
1.3 SUMMARY
1.3.1 We’ve done our best to explain our terms without using too much jargon, so it’s clear what we expect from you and what you can expect from us.
1.3.2 When you browse our website and shop online these terms apply. You should read this document along with our Privacy Policy.
1.3.3 These are your legal rights and obligations, so please do read everything. If you can’t agree to our terms, then you can’t use our services.
1.3.4 By using our website, you are agreeing to the terms and conditions set out in this document and our privacy policy.
1.3.5 If you instruct us to carry out a repair, you are agreeing to the terms set out in section 2 of this document.
1.3.6 When purchasing an item from our website, you are agreeing to the terms set out in section 3 of this document
1.3.7 If you wish to sell your faulty device to us, you are agreement to the terms set out in section 4 of this document.
1.3.8 Use of our repair service will void your manufacturer’s warranty. If you are unsure as to the validity of your warranty, please liaise with the manufacturer of your device prior to utilising our service.
1.3.9 Any data or information that you may have stored on your device shall remain your responsibility and we accept no liability for loss of such data however caused. Prior to utilising any of our services, we highly recommend that you back-up your device onto an external hard drive.
1.3.10 Furthermore, we take no responsibility and accept no liability for any data breach or unauthorised access of your device account, for example, but not limited to PSN, PlayStation Plus, Microsoft Gold and O365 accounts.
2. REPAIR SERVICE
2.1 This agreement shall start from the date you accept the booking (either on our website or acceptance via email) and will continue until we have repaired or otherwise returned your device, and received any payment due from you.
2.2 We shall make all reasonable efforts to repair your device subject to part availability and under the terms of any relevant warranty/guarantee. We shall perform our service with the upmost care and attention to detail.
2.3 We shall use high quality parts for the repair of all devices.
2.4 We might require the password of your device to test before and after repair. If a password is required and you prefer to retain this information, we can still proceed with a repair but will not be able to perform a full functionality test on your device post repair check. If you are unable or unwilling to provide your passcode/password, we will replace all relevant components in line with the fault(s) identified. However, as we are unable to complete a full functionality test on your device, no warranty will be offered as we cannot confirm the repair has been successful.
2.5 Any ETA or turnaround time for completion of your repair is an estimate only and does not form any obligation under the terms of this Agreement. We will aim to return your device as soon as possible. Any stated turnaround time is also linked to the relevant parts being available for the repair to be completed.
2.6 We will notify you (via e-mail) when your device has been repaired/unrepaired and is available for return. If the repair payment due is not made within 30 days of receiving notification, we reserve the right to scrap, sell or recycle the unit.
2.7 We take no responsibility for any progression in damage where your device has been previously repaired by a third party prior to utilising our repair service.
2.8 Should any issues arise, once the device is opened for the repair to progress, we will contact you via email. (examples of this may include missing internal components and or torn flex cables etc)
2.9 We cannot guarantee your device will be repaired/returned within our stated turnaround time as there are a number of external factors that can affect this. Any stated turnaround time will commence once your device has arrived at our repair centre.
2.10 The warranty term included with your repair is detailed in the table below. If your device develops an additional fault unrelated to the original repair, the repair warranty contained in this table will not apply.
2.11 The warranty includes the repaired/replaced part(s) only and does not include further accidental or liquid damage to these parts. If your device is repaired by a 3rd party after utilising our service, your warranty with Console Therapy will be null and void.
2.12 We reserve the right to retain your device until all outstanding payments are made.
2.13 If for any reason we are unable to complete a repair, or the repair will incur further costs payable by you over and above the initial repair price, we will notify you via email. If no fault is found on your device or you choose to decline a revised quote, we will return your device unrepaired. You are responsible for the return postage cost, and any related “bench fee” costs.
2.14 Use of our repair service may void your manufacturer’s warranty. If you are in any doubt as to the validity of your warranty, please make contact with the manufacturer prior to utilising our service.
2.15 We will affix warranty seals following repair. Any tampering or removal of the warranty seal will result in your warranty with Console Therapy null and void.
2.16 We take no responsibility for any progression in damage for device(s) that have been damaged by liquid. Although unlikely, opening the device could initiate further damage and in some cases may result in the device being unrepairable.
2.17 We shall offer a limited 30 day warranty for liquid damage repairs. Should your device display additional issues relating to liquid damage during the warranty period, we will re-assess and re-quote for the work required.
2.18 No Fix, No Fee – our no “no fix, no fee” promise is only valid for consoles that have NOT had a prior repair attempt. If a previous repair attempt has been made to your console (noted by a device which has its manufacture warranty seal removed prior to us receiving it) and we cannot repair your console, you will be charged a “bench fee” of £45.00. This fee must be paid before your non working console is returned to you. We may offer to purchase the faulty console from you and at our discretion waive the “bench fee”.
2.19 The warranty offered by us is linked to a specific device as identified by its serial number and to a specific customer as identified by the records on our system. The warranty will cover the customer for any reoccurrence of the original fault and for the part replaced/repaired only. However, if additional faults arise, they will not be covered under the terms of this warranty. Furthermore, the warranty will not cover accidental damage, and is non-transferable should the device change ownership.
2.20 We take great care when opening and re-sealing consoles, however, due to the ages and nature of some manufactured outer casings, we might need to use light force to open your console. Although rare, this might result is some minor markings around the base of your console. We do not accept responsibility for any light marks made during the opening process. However, if we cause any major cracks to the case due to our opening process, we will replace the outer casing without additional charge.
| Device Type | Warranty Period |
|---|---|
| Games Console | 3 months from repair date |
| Games Console with Water Damage | 30 days from repair date |
| Games Console Controller | 30 days from repair date |
3. SALE OF GOODS (Using the Console Therapy shop)
3.1 To legally place an order on Console Therapy you need to be at least 18 years old and own a credit/debit card which we accept or be authorised to use one.
3.2 YOUR ORDER
3.2.1 How to contact us about your order – You can contact us online or by email. We’re open Monday-Friday 10am-4pm. If we need to reach out to you we’ll get in contact through email, phone or your home address, so please let us know if any of these details change!
3.2.2 When you place an order, you’ll receive an acknowledgement e-mail confirming that we’ve received it. We then carry out our standard pre-authorisation fraud and available funds checks to make sure we’re happy to move ahead.
3.2.4 We will only accept your order once payment has been approved and we have debited your account. We accept Mastercard, Visa, Maestro, Solo credit/debit cards.
3.2.5 If you wish to cancel your order you’ll have a limited time to do so, so please reach as soon as possible via the contact us page If we have a problem with your order, we’ll get in contact through the details you’ve provided.
3.2.6 All orders are subject to availability. Occasionally, we may need to refuse or cancel an order if an item is out of stock, discontinued or we believe there may be something wrong with your order. If you think we’ve made a mistake, please reach out to us on any of the contact methods mentioned above.
3.2.7 We reserve the right to suspend all future deliveries to a particular customer in the event that any of these terms are breached.
3.2.8 All prices are in pound sterling and inc VAT (where applicable).
3.2.9 Occasionally we may find that a price, item description or promo has been posted incorrectly. If we find an error in your order we’ll get in contact as soon as possible and give you the option of reordering at the correct price or cancelling. If you opt to cancel we will refund you in full.
3.3 DELIVERY
3.3.1 Standard Delivery and Express Delivery is available on all items. Delivery costs are displayed on each item page.
3.3.2 You will receive a tracking number once you have placed and paid for the your order. Via the courier tracking, you can received regular updates on the delivery time of your order. Sometimes delays can happen which are out of our control, for example courier delays, snow and Bank Holidays, so please bear with us. We’ll try to get your order out to you as quick as possible!
3.3.3 If you’re really concerned please do reach out to us via our support centre and one of our team will do their best to track your parcel down for you.
3.4 RETURNS
3.4.1 You have 14 days to return an item from when it’s delivered for a full refund. Please make sure you return your order with a tracked delivery service to avoid any lost parcels. Items cannot be returned in person to our receiving centre.
3.4.2 It is your responsibility, and at your cost, to ensure the item is returned to us safely and undamaged.
3.4.3 If you’d like to return your item, contact us and our support team will issue a returns number to you. Any item returned to us without a returns number will not be processed and a refund/replacement will not be issued.
3.4.4 Returns cannot be accepted if the goods have been torn, damaged or tampered with. All items are sealed with our non-removable security seals and invisible UV markings. If our security seal has been tampered with, or the UV marks are not present, we will not accept your return.
3.4.5 We ask you to take care of the goods you purchase while they are in your possession. This means that you may inspect the goods, but the original packaging should be retained, and the item should be in pristine or as new condition when you return it to us.
3.4.6 All items are either sealed with our non-removable security seals and/or invisible UV markings. If our security seal has been tampered with, or the UV marks are not present, it will be deemed that you have accepted the item and we will not accept your return.
3.4.7 Please note the 14 day returns policy does not apply if you have attempted to install an item that requires soldering (for example an HDMI port or SMD component) – at the point of install/soldering, it is deemed that you have accepted the item and it is no longer in “as new” condition hence the policy no longer applies. Our warranty policy still applies.
3.4.8 Goods damaged on arrival – if you discover that your goods are visibly damaged on arrival, you should either write on the delivery note that the packaging is damaged, or refuse to accept the delivery. Please also contact us within 48 hours with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them.
3.4.9 After 14 days of receiving your items – We don’t accept returns for items after the above returns period. If your item develops a fault after 14 days of receiving it, you may be entitled to a repair, as long as it is within its warranty period. Please refer to the manufacturers’ terms and conditions for more information and please see section 3.5 below.
3.4.10 Please note that our Returns Policy for Consumers does not affect your statutory rights. You can get more information about your statutory rights from the Citizens Advice Bureau (www.citizensadvice.org.uk) or Consumer Direct (www.direct.gov.uk).
3.4.11 We reserve the right to inspect the goods and verify any fault(s) and/or any damage.
3.5 WARRANTY
3.5.1 Our items are covered with a warranty, the length of which varies across the item type. Please pay special attention to items which are listed as refurbished.
3.5.2 The table below sets out warranty length by item type.
| Device Type | Warranty Period |
|---|---|
| Refurbished Item | 3 months from delivery date |
| Brand New Item (Excluding SMD items) | 12 months from delivery date |
| SMD Components (EG – HDMI Ports, Capacitors, ICs and Connectors) | 3 months from delivery date if installed by a qualified technician |
3.5.3 If you believe there is a fault or defect with your item, then you are entitled to a repair, replacement or a refund. Please note that for some goods it may be disproportionately costly to repair those goods, and so where this is the case, then we will give you a replacement or a refund.
3.5.4 All returns are tested by our technical team to verify the error or defect reported before any refunds can be processed. If the item is found not faulty or defective, we will contact you to find the best solution, and course of action.
3.6 PAYMENTS
3.6.1 We use PayPal as our online payment merchant. We do not hold your credit card data on our platform or systems.
3.6.2 You can use PayPal or all major Credit/Debit cards via PayPal for payment of your items. A list of which cards are available via PayPal. Any payment issues should be directed to PayPal support, although we will do our upmost to help, we will not be held responsible for any payment transaction issues.
3.6.3 Full payment must be received before we will accept your order and dispatch goods.
4. SELLING YOUR FAULTY DEVICE TO CONSOLE THERAPY
4.1 AGREEMENT
4.1.1 When selecting the “condition” of your console or laptop, we are relying on your trust and honesty that the condition option selected is a fair representation of your faulty console.
4.1.2 Once we receive your console or laptop, we will carry out our own grading based on the option you have selected. If it is decided that the condition you have selected is not a fair representation, we might offer you a lower price for your console.
4.1.3 If no agreement can be made when an adjustment to the console or laptop grading is deemed necessary, we will return your console at the cost of return shipping (this is currently £8.49). The shipping charge must be paid before we will return your console.
4.1.4 We take no responsibility for any additional damage to your faulty console or laptop while the above steps are completed.
4.1.5 You must be aged at least 18 years of age to use this service. If you are below this age, you will need a parent or guardian to read, agree and sign this document.
4.2 OWNERSHIP
4.2.1 By entering into these terms and offering your faulty console or laptop for sale, you are agreeing that you are the sole owner of the console and have full rights under UK Law to sell the console.
4.2.2 Any consoles or laptops sent to us which are stolen devices will be reported to the police. We reserve the right to pass all of your details to the police and UK Law Enforcement Agencies. We will fully support their investigations.
4.2.3 By accepting payment of your console or laptop, you are agreeing to transfer ownership of your device to us. Just like selling on any other platforms, you are governed by UK Law to transfer total ownership of your device to Console Therapy.
4.2.4 Your details including your address will be securely kept on file to resolve any disputes regarding original ownership.
4.2.5 In some cases, we might request proof of address to be sent to us electronically.
4.3 DATA & RESPONSIBILITY
4.3.1 By selling your faulty console or laptop to us, you agree to having any data or information that you may have stored on your device to be deleted and destroyed. We take no responsibility and we accept no liability for loss of such data however caused. Prior to utilising our service, we highly recommend that you back-up your device onto an external hard drive.
4.3.2 Although when possible, we delete, remove or destroy any data stored on your faulty device, we take no responsibility or accept liability for any future data leaks or breaches relating to data stored on your faulty device. This includes data that not been possible for us to delete, for example, from devices suffering from ‘no power’ issues that have onboard non-removable storage. It is highly recommended that you manually delete any data stored on your console before sending to us.
4.3.3 It is highly recommended that you reset passwords for any accounts that are linked to the device you send to us, for example, PlayStation Plus/PSN and Microsoft Gold/365 accounts. Especially for devices relating to point 3.2 above. We take no responsibility or accept liability for unauthorised online account access.
4.4 PAYMENT FOR YOUR FAULTY DEVICE
4.4.1 Payment to the customer will be made via our PayPal account to your personal PayPal account. Console Therapy will cover PayPal charges for the initial payment only. You must have a PayPal account to use this service.
4.4.2 Once payment is confirmed as sent from our PayPal account, it might be subject to further PayPal checks as part of the PayPal terms and conditions. By using this service you agree to deal directly with PayPal for any payment dispute issues relating to the PayPal terms and conditions.
4.4.3 We make payment once your faulty console is received. It is solely at our discretion if we decide to make payment before the faulty console is received, for example, due to lengthy courier delays or in the case of lost parcels.
5. LIABILITY
5.1 Our entire liability in respect of any single cause of action arising out of or in connection with this Agreement (whether for breach of contract, tort, including negligence, statute or otherwise at all) shall be limited, to the extent that the cause of action related to our supply of the Services, at our exclusive option to: (a) supplying the Services again; (b) payment of the cost of having the Services supplied again; or (c) repaying you any amount that you have paid in respect of the Services.
5.2 If, through our negligence or misconduct while using our repair service, we damage your device Beyond Economical Repair (BER), our liability will be limited to the cost of providing a replacement with a item that is the same as or similar to the original device. Should this issue arise, we shall provide the replacement within a mutually agreed timeframe and upon your device becoming unrepairable.
5.3 Any data or information that you may have stored on your device shall remain your responsibility and we accept no liability for loss of such data however caused. We will not be held responsible for any data breach as a result of unauthorised access of your online accounts. Therefore, it is highly recommended that you back up your device to an external hard drive prior to utilising our service, and reset any online passwords before using our services.
5.4 Nothing in this clause shall apply so as to limit or exclude our liability for: (a) death or personal injury resulting from our negligence; (b) breach of any terms implied by statute; or (c) any claim arising under the Consumer Protection Act 1987.
5.5 We accept no liability direct or indirect, for special or consequential loss arising out of or in connection with this Agreement, including any loss of business, revenue, data, profits, anticipated saving, goodwill or any other indirect or consequential loss or damage of whatsoever nature howsoever arising.
5.6 We shall not be liable for any claim arising under this Agreement unless you give us written notice of the claim within thirty days of becoming aware of the circumstances giving rise to the claim.
5.7 We are not liable for any damaged caused by couriers or transport companies during shipment of your console to AND from us. We use an insured next day service from our selected courier which has a claim limit of up to the value of £60 (GBP). Any claims for damaged or loss caused by couriers will be limited to a claim of £60. If you would like to increase this insurance, you must let us know at time of booking. Any additional insurance costs will be passed to you at cost price.
5.8 Please do not send your device to us until we have issued you a repair quote or a price for us to purchase your faulty device. We accept no responsibility for consoles sent to us without following this process.
6. DATA PROTECTION
6.1 We ask for your name, telephone number, address and e-mail address so that we can notify you when your device has been repaired (or unrepaired) and for dispatching items purposes. By agreeing to our terms and conditions and by using our service, you consent to us utilising your details as described above.
6.2 We will only share your address and contact data for the purposes of delivery/collection via our named couriers as part of our services. Will we not share your data with any other third party companies.
7. GENERAL INFORMATION
7.1 We shall not be liable to you for any delay in our failure of performance of our obligations under this Agreement arising from any reason beyond our reasonable control.
7.2 Our failure to exercise or enforce our rights or the giving of any forbearance, delay or indulgence, will not be construed as a waiver of such rights under this Agreement or otherwise.
7.3 This Agreement sets out the whole agreement and understanding between you and us in connection with its subject matter.
7.4 This Agreement may not be amended, modified, varied or supplemented except in writing signed by or on behalf of you and us.
7.5 If any part of this Agreement is found to be void or unenforceable it will be severed from the rest of the Agreement so that it is effective to the extent that it shall not affect the validity of the balance of the Agreement, which shall remain valid and enforceable according to its terms.
7.6 Nothing in this Agreement shall confer on any third party and benefits under the provisions of the Contracts (Rights of Thirds Parties) Act 1999.
7.7 This Agreement shall be governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.
7.8 When using our repair or sell your faulty console service , we use our selected couriers to return your console back to you. As standard, packages are insured up to a maximum value of £60 (GBP). Any claims for courier loss or damage after your console leaves our workshop will be limited to £60 (GBP). If you would like us to send your console with additional insurance, please let us know at time of booking. Any additional insurance costs will be passed to you at cost price.
7.9 When using our repair or sell your faulty device service, it is your responsibility to ensure your console arrives to our workshop securely and safely. please ensure you package your console with plenty of protective wrapping. Photographs are taken when packages arrive to our workshop and can be used in the case of any disputes.
8. INDEMNIFICATION
8.1 You agree to indemnify, defend and hold harmless Console Therapy, its officers, directors, employees, agents, licensors, suppliers and any third party information providers to the Service from and against all losses, expenses, damages and costs, including reasonable attorneys’ fees, resulting from any violation of this Agreement (including negligent or wrongful conduct) by you or any other person accessing the Service.
9. COPYRIGHT, LICENSES AND SUBMISSIONS
9.1 The entire contents of our website are protected by international copyright and trademark laws. The owner of the copyrights and trademarks are Console Therapy, its affiliates or other third party licensors.
9.2 You may not modify, copy, reproduce, upload, post, transmit or distribute, in any manner, the material on the site.
9.3 You may link to our website https://consoletherapy.com as long as you do so in a way that is fair and legal and does not damage our reputation, but you must not establish a link in any way which suggests an association or endorsement where one does not exist.
9.4 You may print and download portions of material from the different areas of the site solely for your own non-commercial use provided that you agree not to change or delete any copyright or proprietary notices from the materials.
9.5 You agree to grant to Console Therapy a non-exclusive, royalty-free, worldwide, perpetual license, with the right to sub-license, to reproduce, distribute, transmit, create derivative works of, publicly display and publicly perform any materials and other information (including, without limitation, ideas contained therein for new or improved items and services) you submit to any public areas of the site (such as bulletin boards, forums and newsgroups) or by e-mail (enter e-mail address) by all means and in any media now known or hereafter developed.
9.6 Publications, items, content or services referenced herein or on the site are the exclusive trademarks or servicemarks of Consle Therapy. Other item and company names mentioned in the site may be the trademarks of their respective owners.
9.7 This Agreement shall be governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the English Courts.