Question 1

How long do repairs take?

Accepted Answer

Most repairs take 30–60 minutes. Complex repairs like water damage or motherboard-level work may take 24–48 hours. We always give you an estimated completion time when you drop off your device.

Question 2

Do you offer a warranty on repairs?

Accepted Answer

Yes — all our repairs carry a 90-day warranty covering the same fault returning. Physical damage or unrelated issues are not covered. You can check your warranty status at horizonphoneshop.co.uk/warranty.

Question 3

What happens if you can't fix my phone?

Accepted Answer

If we cannot repair your device, you pay nothing for the assessment — our diagnostic service is free.

Question 4

Do I need an appointment?

Accepted Answer

No appointment is necessary for most common repairs (screen, battery, charging port). Walk-ins are welcome! For complex repairs, booking ahead via our website is recommended.

Question 5

Do you back up my data before repairing?

Accepted Answer

We recommend backing up your data before bringing in your device. We handle your device with care, but we cannot be held responsible for data loss. We offer a data backup service if needed.

Question 6

Can I wait in store while my phone is repaired?

Accepted Answer

Yes! For quick repairs like screen or battery replacements, most customers wait in store. We have comfortable seating and free Wi-Fi available.

Question 7

How much does a screen replacement cost?

Accepted Answer

Screen replacements start from £49 depending on the device. Common repairs: iPhone 12 from £79, iPhone 14 from £119, Samsung Galaxy S23 from £99. Visit us or call for an exact quote.

Question 8

How much is a battery replacement?

Accepted Answer

Battery replacements start from £29. Most smartphones are £29–£59. We check battery health for free and advise if replacement is needed.

Question 9

Are your prices fixed?

Accepted Answer

We provide an upfront quote before starting any repair. There are no hidden fees — the price you're quoted is the price you pay.

Question 10

Do you offer any discounts?

Accepted Answer

Yes! Join our Loyalty Programme to earn points on every purchase. Students and key workers receive a 5% discount on production of a valid ID.

Question 11

Do you charge a diagnostic fee?

Accepted Answer

No — our diagnostic assessment is completely free. We will tell you what is wrong with your device and how much the repair will cost before any work begins.

Question 12

What devices do you repair?

Accepted Answer

We repair iPhones, Samsung, Google Pixel, OnePlus, Huawei, tablets (iPad, Samsung Galaxy Tab), and laptops. If you're unsure, call us!

Question 13

Do you repair water-damaged phones?

Accepted Answer

Yes. Water damage repair is a race against time — bring your device to us immediately, ideally within 24 hours of the incident. Our free assessment will determine the extent of damage and recovery options.

Question 14

Can you unlock my phone?

Accepted Answer

Yes — we offer unlocking services for most major networks. This allows you to use your device with any SIM card. Prices from £15.

Question 15

Do you repair MacBooks and laptops?

Accepted Answer

Yes — we repair most laptop brands including Apple MacBook, Dell, HP, Lenovo, and Asus. Common repairs include screen replacements, keyboard repairs, and battery replacements.

Question 16

Do you sell pre-owned phones?

Accepted Answer

Yes — we sell certified pre-loved phones, tablets, and laptops. All devices are thoroughly tested and come with a warranty. Browse our stock at horizonphoneshop.co.uk/shop.

Question 17

Can I buy accessories online?

Accepted Answer

Yes! Shop cases, screen protectors, chargers, and more at horizonphoneshop.co.uk/accessories. We offer free shipping on orders over £50.

Question 18

What's your returns policy?

Accepted Answer

We accept returns within 14 days for online orders in original condition. Pre-loved devices carry a 30-day return policy. See our Terms of Service for full details.

Question 19

Can I sell my old device to you?

Accepted Answer

Yes! We buy used devices. Use our Trade-In Estimator at horizonphoneshop.co.uk/trade-in to get an instant estimate, or fill in our online sell form, or bring your device into store for an assessment.

Question 20

How do I track my online order?

Accepted Answer

Visit horizonphoneshop.co.uk/orders and enter your order number. You'll see real-time status updates and tracking information once your order is dispatched.

Question 21

What is the Loyalty Programme?

Accepted Answer

Our loyalty programme lets you earn points on every repair and purchase. Points can be redeemed for discounts. Higher tiers (Silver, Gold, Platinum) earn points faster.

Question 22

How do I earn loyalty points?

Accepted Answer

You earn points automatically when you create an account and complete a repair or purchase. Points are added within 24 hours of your service being completed.

Question 23

Can I refer a friend?

Accepted Answer

Yes! Visit horizonphoneshop.co.uk/refer to get your unique referral link. When a friend books their first repair, you both earn loyalty points.

Question 24

Do you offer gift cards?

Accepted Answer

Yes — digital gift cards are available from £10 to £200. They can be used online or in store. Purchase at horizonphoneshop.co.uk/gift-cards or ask in store.

Frequently Asked Questions

Repairs

Pricing

Devices

Shop & Orders

Loyalty & Offers

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