Last updated: 31 July 2026
This policy explains cancellations, returns, refunds and complaints for goods and repair services supplied by CambTech Media Solutions. Different rules apply depending on whether the purchase was made in store or online. Nothing in this policy limits your statutory rights.
Contact us before returning anything
Email levi@cambtechmedia.com with your order number, the device or product concerned, and a clear description of the issue. Do not send or leave any item for return until we have confirmed the return or inspection arrangements.
We may ask for photographs, video, diagnostic information, proof of purchase, serial or IMEI details, and details of any damage, repairs, modifications or account locks. This helps us identify the correct remedy and avoid unnecessary postage or delay.
Goods purchased in store
We do not accept change-of-mind returns, exchanges or refunds for phones, accessories or other goods purchased in store.
This does not affect your statutory rights. If goods are faulty, not as described or not fit for purpose, contact us promptly with proof of purchase so that we can inspect the item and provide the remedy required by law.
A refund is not automatically due simply because a customer has changed their mind, chosen the wrong model, storage capacity, colour or accessory, no longer needs the item, or finds it incompatible with a service or product that was not specified to us before purchase.
Goods purchased online
You normally have 14 days after receiving online-purchased goods to tell us that you wish to cancel, followed by a further 14 days to return them. You do not need to give a reason.
Any change-of-mind return must be authorised before it is sent. Goods must be returned securely and complete with all supplied accessories, manuals, cables, packaging and promotional items.
You may inspect an item only as you reasonably could in a shop. Handling beyond that may reduce its value. Where permitted by law, we may deduct an amount reflecting any reduction in value caused by use, activation, damage, missing items, alteration or excessive handling. The deduction may be substantial where the item can no longer be resold in the same condition.
For phones and connected devices, all personal data, accounts and passcodes must be removed, activation locks and device-management restrictions disabled, and the device must not be reported lost or stolen. Do not unlock, root, jailbreak, modify, repair or open the device before return.
You are responsible for the cost and risk of change-of-mind return postage unless we agree otherwise. Use tracked and appropriately insured delivery. We are not responsible for loss or damage before the item reaches us.
Where cancellation is valid, we will refund the price and any standard outbound delivery charge that the law requires us to refund. Extra delivery costs chosen above the standard option are not refundable beyond the standard-delivery amount.
Faulty, damaged or misdescribed goods
Goods must be as described, of satisfactory quality and fit for purpose. These rights apply to both in-store and online purchases, including pre-owned goods, taking account of the description, price, age, grading and disclosed condition.
Pre-owned phones may show the cosmetic wear described in their listing or grading. Cosmetic wear, battery condition or characteristics that were clearly disclosed before purchase are not faults merely because the customer later decides they are unacceptable.
Where a fault is reported, we may inspect and test the item before confirming the appropriate remedy. A remedy may be refused where the issue was caused after supply by accidental damage, liquid ingress, misuse, neglect, unauthorised repair, modification, incompatible accessories, malware, account restrictions or another external cause, unless the law requires otherwise.
Within the legal short-term rejection period, a customer may be entitled to reject genuinely faulty goods. After that period, the normal legal remedy may be repair or replacement before a price reduction or final rejection becomes available. We will apply the remedy required by consumer law to the circumstances of the case.
Repair services booked in store
There is no automatic 14-day change-of-mind cancellation period for a repair booked and agreed in store.
A repair may be cancelled before work starts, but any agreed diagnostic, inspection, postage, special-order part or other cost already incurred may remain payable where lawful and clearly applicable.
Once work has started, cancellation does not remove the customer's responsibility to pay for work reasonably completed, parts ordered or fitted, and agreed costs already incurred.
Repair services booked online
For repair services purchased online, you normally have 14 days from the date the contract is made to cancel.
Where you ask us to begin work during that period, you may have to pay a reasonable amount for work performed before cancellation. If the service is fully completed during the cancellation period after your express request and acknowledgement that the cancellation right will be lost on full completion, that right may end.
If we have not started work, an eligible cancellation will be refunded to the original payment method. If your device has already reached us, you remain responsible for its return cost where no fault or breach by CambTech is involved.
Diagnostics, estimates and additional faults
A quoted repair covers only the fault and work described in the booking. Devices may contain hidden, intermittent or unrelated faults that cannot be identified until opened, tested or after the booked repair is completed.
We will not carry out materially different chargeable work without approval. If additional work or parts are required, we may pause the repair and provide a revised estimate.
Where a device is found to be beyond economical repair, unsuitable for the booked repair, affected by liquid damage, previously repaired, structurally damaged or subject to an account or security restriction, we may decline or stop the repair. Any properly disclosed diagnostic, postage or work already completed may remain payable.
Customer responsibilities before repair or return
Back up all important data before supplying a device. Remove SIM cards, memory cards and unnecessary accessories unless we ask for them. Disable activation locks and provide any passcode reasonably needed for testing.
Although reasonable care will be taken, repair work can involve risks to data, waterproofing, seals, cosmetic condition and fragile components, particularly where a device is already damaged, previously repaired or affected by liquid. Nothing in this section excludes liability that cannot legally be excluded.
Problems with a repair
Repair services will be carried out with reasonable care and skill. CambTech repairs include a 90-day guarantee covering the fitted part and our workmanship for the booked repair.
Contact us promptly if the same repaired fault returns. We must be given a reasonable opportunity to inspect the device and, where appropriate, repeat the repair before another remedy is considered.
The guarantee does not cover a different fault, accidental or liquid damage after repair, misuse, damage to another component, software or account issues, unauthorised work by another repairer, or failure caused by an underlying condition unrelated to the fitted part or our workmanship.
Where a repair service does not meet the legal standard, the remedies may include repeat performance or an appropriate price reduction. The 90-day guarantee is additional to, and does not replace, statutory rights.
Inspection and return condition
All returned goods and devices may be inspected, photographed, serial-number checked and tested. Refunds or remedies will not be finalised until the item has been received and assessed.
We may reject a return that does not relate to the item supplied by us, has a mismatched or altered serial or IMEI number, is subject to an activation lock, is reported lost or stolen, or has been materially altered after supply, except where consumer law requires a remedy.
Refunds
Approved refunds are made to the original payment method. We may withhold an online change-of-mind refund until the goods are returned or the customer supplies evidence that they have been sent back, where the law allows.
Bank and payment-provider processing times can vary. Any refund of delivery charges will be limited to the amount required by law.
Complaints
To make a complaint, email levi@cambtechmedia.com with your order number, the outcome you are seeking and any supporting evidence. We will review the complaint and may require the item for inspection before reaching a decision.
Making a complaint does not remove the customer's responsibility to protect, package and return an item safely or to allow us a reasonable opportunity to investigate and provide the legally appropriate remedy.
Return address
CambTech Media Solutions
Unit 6, Unwin Square
Orchard Park
Cambridge
CB4 2AD