Frequently Asked Questions
How can we help?
We have gathered the most common questions and answers for you here. We recommend that you browse our most frequently asked questions to find the answer to your query before contacting us.
Repaircare is a fixed-price appliance repair specialist where customers can book repairs for all their household and kitchen appliances. We operate nationwide and our network of service engineers can repair appliances from all leading manufacturers. Since Repaircare was launched in 2002, we have successfully repaired over 1 million appliances and we pride ourselves on offering a competitively priced, fast, efficient and reliable repair service. For more information take a look at our website.
What is included?
The fixed price appliance repair fee covers you against the cost of the service engineers call out and an evaluation of your product. This onsite visit will determine whether it is repairable.
- We will pay for the cost of labour + parts up to the value of £250.00 (www.buyspares.co.uk)
- Repair of a single fault as entered in the "Description of Fault" box on your original quotation form.
- A Professional Safety Check and Full Testing.
- All repairs come with a 90-day repair guarantee.
- VAT included in the fixed price repair fee.
For more information please visit our T&Cs page by clicking here: https://www.repaircare.co.uk/repair/help/terms-conditions.
If your product fails to pass the evaluation and/or is determined to not be repairable.
- If you give us false or inaccurate information at the point of booking.
- If the parts required to complete your repair exceed the value of £250.00 (www.buyspares.co.uk)
- If we cannot obtain parts because they have been made obsolete by manufacturers or suppliers.
- The appliance is a commercial appliance or a domestic appliance installed in commercial premises.
- The service engineer cost of parking or any associated cost if the appliance or property is not accessible.
For more information please see what is not included section of our terms and conditions. Click here: https://www.repaircare.co.uk/repair/help/terms-conditions.
If your product fails to pass the evaluation and/or is determined to be unrepairable or if we cannot continue with repair then your contract will be cancelled and we will give you a full refund of any fixed price fee you have paid, less the call-out / administration charge of £75.00. In these instances customer service will contact you to notify you of our intent to cancel the repair and process a refund.
For more information please see If we cannot fix your appliance or continue with your repair section of our terms and conditions. Click here: https://www.repaircare.co.uk/repair/help/terms-conditions.
We use the masses of data we have collected from repairing appliances for over 2 decades, and our extensive network of engineers to work out average cost to repair an appliance based on the appliance type and manufacturer. This allows us to provide our customers with a fixed price.
Engineers will try and pre-order spares based on the details you provide of the appliance and the fault when booking the repair. However, if insufficient information is provided during the booking process or further parts are required the engineer will order the parts and reschedule the appointment.
We recommend that you be as detailed as possible when reporting the fault, this will increase the likelihood that our engineer can pre-order parts.
When booking a repair you will be given options to select your preferred appointment date. The engineer will visit between the hours of 8am and 6pm. We do not currently conduct repairs at weekends. Once your repair is booked, you will receive an email or postal booking confirmation and invoice. This will contain your job number and the date the engineer has been booked to visit. Our approved service engineer will then call out on the agreed date and carry out the repair to your appliance. If any part(s) are required the service engineer will usually order the part(s) within 1 working day of the call out.
If you wish to change or cancel your appointment please call our Customer Services Department on 0333 400 0481.
You may change your appointment date at any time up to 16:00 on the day before the original agreed call out date.
You may cancel your appointment date at any time up to 16:00 on the day before the original agreed call out date. In these instances we will give you a full refund of the fixed price repair fee paid.
If you cancel the fixed price repair at any time after 16:00 on the day before the agreed appointment date we will refund you the original fixed price fee paid less a call out / administration charge of £75.00.
We reserve the right to cancel the repair if our approved service engineer cannot gain access to the appliance on the agreed appointment date we will refund you the original fixed price fee paid less a call out / administration charge of £75.00.
If our approved service engineer has to change or cancel your selected appointment date before the first visit and any alternative date offered is unacceptable to you we will give you a full refund of the fixed price repair fee paid.
If at any point you no longer wish to continue with the repair but our approved service engineer has attended the property then you can cancel at any time and we will refund you the original fixed price fee paid less a call out / administration charge of £75.00.
Engineers will try and pre-order spares based on the details you provide of the appliance and the fault when booking the repair. However, if insufficient information is provided during the booking process or further parts are required the engineer will order the parts and reschedule the appointment.
We do not guarantee first time fix but the more information provided to us at the point of booking will help our service provider diagnose the fault and obtain spare parts.
We stock parts for most brands in our national distribution centre and normally within 1 working day of his initial call out our service engineer will order the part(s) and subject to availability we will source this to him within 2 working days. Our engineer will then contact you to arrange a suitable date to fit the part(s) and complete the repair.
If the part(s) are not in stock we will arrange to obtain the part(s) from our suppliers and will keep you informed of progress (normally via phone). As soon as the part(s) are available our service engineer will contact you to arrange a new appointment date to complete the repair.
It should be noted that unfortunately there are a handful of manufacturers whose parts are not easily sourced and in some cases these have to be obtained from abroad which will result in a delay in completing the repair.
Unfortunately we are unable repair every brand or appliance available. If the brand of your appliance is not listed when you get a quote then regrettably, we are unable to repair your appliance at the present time.
However, we are continuously updating the skills base of our engineers and may well be able to help in the future.
If you suspect it's only a minor fault you may be able to conduct the repair yourself using spare parts from our preferred supplier www.buyspares.co.uk.
The Guarantee period covers the spare parts and labour required to fix the single fault described on the original booking and does not cover / guarantee the appliance itself.
- The fixed price repair is guaranteed to cover the initial fault for 90 days from the date the repair is completed.
- If your appliance fails with the same fault as detailed in your initial repair, we will arrange to send the original service provider back to you at a mutually convenient time at no extra cost. In the event of the fault re-occurring during the guarantee period please call our Customer Services Department on 0333 400 0481.
- This guarantee does not cover any subsequent unrelated breakdown / fault(s) to the appliance. If you request an engineer re-visit and an alternative fault is found and you wish to continue with the repair, you will be given the option to purchase an additional repair at the original rate.
- The guarantee becomes invalid if the appliance is not used in accordance with manufacturer guidelines, moved within the property or to a new address.
- The guarantee becomes invalid if the appliance is not used in accordance with service engineer's guidelines or recommendations.