Who We Are
We are Partner Retail Services Limited, an English company (PRS) registered with company number 10415003.
Our registered address Network House Third Avenue, Globe Park, Marlow, Buckinghamshire, SL7 1EY.
About these terms
These terms and conditions (“Terms”) apply to repair services (“Repair Services”) provided by PRS or one of its repair agents (each a “Repair Agent”).
Repair Services
In-warranty/Manufacturer Guarantee Repairs and Samsung Care+:
If you would like a product requiring a repair (“Product”) to be considered for repair under a warranty, manufacturers guarantee or a valid Samsung Care+ policy, you must provide us with an appropriate proof of purchase (and any other information reasonably requested by us), which we will use to confirm the extent to which the Product is eligible for repair in accordance with the terms of that warranty/guarantee or Samsung Care+ policy (as applicable) and the costs (if any) payable by you in relation to the completion of such repair.
Once we have assessed the Product (in accordance with the process set out below) and are satisfied that in our opinion: (i) the Product is in need, and capable, of repair; and (ii) the extent to which the repair and cost of repair is covered by the relevant warranty/guarantee or policy; to the extent that the repair and cost of repair is covered by the relevant warranty/guarantee or policy, we will arrange for the Product to be repaired in line with Samsung’s repair process.
Please note it is ultimately the decision of the manufacturer (Samsung)/their relevant insurer the extent to which the Product/repair will be covered under warranty/guarantee or policy.
All repairs carried out under Samsung’s warranty/manufacturer’s guarantee or any Samsung Care+ policy shall be governed by the relevant terms and conditions provided by Samsung/their insurer and PRS shall not assume any responsibility in relation to the same.
PRS shall not be responsible for, nor will PRS have any liability or other obligation to you in relation to, Samsung’s warranty/manufacturer’s guarantee or Samsung Care+ (or any other care or insurance plan/package provided by Samsung or any other person). Any questions or queries you have in relation to the same must be directed to, and will be the responsibility of, Samsung and/or the relevant provider of such guarantee/policy.
Out of Warranty Repairs/PRS Repair Service:
To the extent that a Product repair is not covered by a warranty/manufacturer’s guarantee or Samsung Care+ policy (each an “Out-of-Warranty Repair”), PRS may be able to repair it as part of PRS’ Repair Services (“Repair Fee”) subject to, and conditional upon, you paying PRS’ fees, costs and expenses in performing such repair.
PRS will inspect your Product to assess the extent to which PRS is able to repair the same. Details of the Repair Services required to repair your Product and an estimated Repair Fee will be provided to you by PRS once your Product has been assessed and inspected by us and/or the Repair Agent. Such information together with the Repair Fee (“Repair Estimate”) will be given to you in person or sent to you via the contact details that you gave when you enquired about the repair. If you do not respond to PRS to confirm or reject the Repair Estimate you will receive at least one reminder that the Repair Estimate remains outstanding; if you don’t confirm your acceptance of a Repair Estimate within 2 working days such Repair Estimate will be deemed to have been rejected, will no longer be capable of acceptance and PRS will contact you to make arrangements for you to collect the Product unrepaired.
No Repair Services will be performed on the Product in accordance with the terms of the applicable Repair Estimate until we have received your confirmation that you accept the Repair Estimate, you wish to proceed with the Repair Services to be provided pursuant to the same and you have completed the relevant Repair Services Request Form and other paperwork reasonably required by PRS to confirm such acceptance and enable PRS to undertake the Repair Services.
Any fee estimate provided with a Repair Estimate is just an estimate/guide price and may be revised once a full assessment of the condition of the Product and work required to repair the same has been undertaken i.e. because further defects and the extent of the repairs required cannot be assessed from a non-evasive initial inspection of the Product and are not apparent until the commencement of the Repair Services. In these circumstances we will discuss any Repair Fee changes with you before carrying out any additional work and you will have the right to cancel your order for the Repair Services if you do not accept the revised Repair Fee.
All out of warranty repairs incur an initial charge (at the applicable rate at the time which will be notified to you in advance) (“Inspection Charge”). Should you to proceed with the provision of Repair Services by PRS, the amount of any Inspection Charge actually paid by you will be deducted from the Repair Fee charged by us for the Repair Services provided. The Inspection Charge is non-refundable should you: (i) decline the Repair Estimate; (ii) if the fault cannot be identified or otherwise replicated; and/or (iii) the Product is not capable of, or otherwise beyond, repair as assessed by us/the Repair Agent (including if the work required to repair the Product is not viable or otherwise the costs of the same are disproportionate when viewed against the then value of the Product).
You will be notified once your Product is ready for collection; you can collect the Product from the Samsung Experience Store in which you passed the Product to PRS or ask for the Product to be sent to you at your address or, at your request and PRS’s discretion, to an alternative Samsung Experience Store. The Repair Fee and all other costs and expenses advised by PRS to you in relation to the Repair Services provided and accepted by you must be paid in full prior to collection or return of the Product to you.
If you do not: (i) collect the Product; or (ii) confirm the address that the Product should be returned to within 90 days of notification that the Product is ready for collection/return, PRS may dispose of any or part of the Product at its discretion and without any notice, liability or other obligation to you.
All Out-of-Warranty repairs have a 90-day repair guarantee unless otherwise stated. This means that if the exact same fault re-occurs within this time period, you can return your previously repaired Product (that was repaired by us) to us and we will arrange for the same fault to be repaired on the Product again free of charge conditional upon such fault not having been caused by some act or omission of anyone other than PRS after the return of the Product by PRS to you following completion of its last repair by PRS.
Please note that this re-repair warranty only covers the exact same fault as previously fixed by PRS. Any new faults, or faults caused by some act or omission of anyone other than PRS after the return of the Product by PRS to you following completion of its last repair by PRS, will be treated at PRS’s discretion and PRS reserves the right to charge you for any additional Repair Services in relation to the same.
For repairs initiated through PRS’s Customer Services Team, you are solely responsible for paying any postage costs to send the Product to us.
PRS does not, and is unable to. repair: (i) devices that are not genuine Samsung devices; and/or (ii) anything other than Samsung mobile devices (including tablets) or Samsung wearable devices.
If you have an issue with Samsung TVs, Monitors, or Domestic Appliances, or any other items purchased and delivered to you via our Home Delivery Service, please call 0333 344 1916.
What you need to do
To use the Repair Services please take the Product to any PRS Samsung Experience Store, where the Product will be assessed for repair, or contact our Customer Services Team by email at: samsungexperiencestores@prs-and.com or by calling: 0333 344 1916.
You will need to ensure at the time of bringing your Product to us for repair that you return all parts of the device originally supplied to you when you first purchased the Product including, in addition to the Product itself, any associated parts which are loose and/or broken, as well as any associated Guarantee or Warranty paperwork. We will then undertake an assessment of the Product to determine its eligibility for repair, and (if relevant) the best type of repair.
Any existing damage, missing or loose parts, or cosmetic imperfections in relation to the Product will be noted in writing prior to carrying out the Repair Services. It is your responsibility to ensure that the information recorded is accurate. If there is any difference in condition of the Product received back, it is your responsibility to prove that this damage was not already there when you provided the Product to us for repair.
By requesting that PRS repairs the Product, you acknowledge, agree and accept without exception that:
- you have read, understood and agree to these Terms and consent to PRS using its reasonable endeavours to repair the Product and provide the Repair Services in accordance with the same;
- you own the Product or otherwise have the right to request that PRS repairs the Product;
- if the Product is subject to any lease hire, hire purchase, finance, credit or similar agreement, you have, and will continue to, take full responsibility for all payments, liabilities and other obligations in relation to the Product and such agreement(s);
- you are over the age of 18 and you have the legal right to authorise the completion of work on the Product;
- you will collect the Product promptly following being notified that it is ready for collection from PRS;
- you understand that once you hand the Product to PRS for repair, you may not be able to regain access to the Product until such time as PRS confirms that the Product is ready for return to, and collection by, you;
- you understand that you may be required to provide proof of your identification (namely, a copy of your passport, photocard driving licence or other identification documentation acceptable to PRS) as a pre-condition of the return of the Product to you;
- you have removed all data, memory, SD cards and other removable data storage devices from the Product and separately backed-up all images, files and other data stored on the Product (“Device Data”) immediately prior to handing the Product to PRS for repair;
- you fully understand and accept that:
- all or some Device Data may be lost during the provision of the Repair Services; and
- PRS is not liable nor otherwise responsible in any way for any loss of Device Data including but not limited to any failure to recover the same. You acknowledge and accept that PRS may have to reset the manufacturer’s factory/default settings for the Product and/or wipe all Device Data as part of its provision of the Repair Services, which might irretrievably delete all or any part of the Device Data or other settings or set-up of the Product;
- you will not suffer or incur any loss in the event that all or any part of the Device Data is irretrievably lost, erased or otherwise damaged in any way; and
- you consent to PRS disposing of the Product without any liability or other obligation to you in the event that you fail to collect the Product within 90 days of being notified that the Product is ready for collection.
Delays and Cancellations
We will usually complete the Repair Services on or before the collection date provided to you, but this date is only an estimate.
If our performance of the Repair Services is affected by an event outside our control then we will contact you to let you know and we will take reasonable steps in an attempt to minimise the effect of the delay.
We will not be liable for delays to the Repair Services, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund if we have not already started the Repair Services on your Product. You understand that once you hand the Product to PRS for repair, you may not be able to regain access to the Product until such time as PRS confirms that the Product is ready for return to, and collection by, you
Our Liability to You
We will make good any damage to your Product directly caused by us whilst carrying out the Repair Services. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your Product that was not caused by us or that was not in the agreed scope of the Repair Services.
We are not liable for business losses. We only offer the Repair Services for domestic and private consumers. If you use the Repair Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
To the fullest extent permissible under applicable law, PRS disclaims any and all warranties of any kind, whether express or implied, in relation to the Repair Services. Subject to the other provisions of these Terms, we do not accept any liability for any loss of data in relation to the Product which arises as a result of the Repair Services
In no circumstances shall PRS’s liability exceed the replacement value of the Product at the time that it was originally deposited with PRS.
PRS does not exclude nor limit its liability to you to the extent it would be unlawful to do so. For such purposes, PRS does not exclude or limit in any way its liability for death or personal injury caused by PRS’ negligence or fraud not any other matter or thing to the extent that it would be unlawful to do so.
Data Protection
For information on how PRS collects and uses your personal information, see PRS’ Privacy Policy (available at: https://www.prs-and.com/privacy-policy/.
Contact Us
If you have any questions relating to these Terms or any of PRS’ products or services please contact PRS by email at: samsungexperiencestores@prs-and.com, by phone at: 0333 344 1916, or by post at: Partner Retail Services Limited, Network House, Third Avenue, Globe Park, Marlow, Buckinghamshire, SL7 1EY.
Other important terms
Each contract entered into pursuant to these Terms is between you and PRS. No other person shall have any rights to enforce any of its terms except as expressly set out in these Terms.
If any provision of these Terms shall be deemed unlawful, void or unenforceable, then you agree that provision shall be deemed to be modified to such extent as is strictly necessary to be lawful and enforceable and, if the same is not possible, shall be deemed to have been deleted from these Terms and shall not apply; such modification/deletion shall not affect the validity and enforceability of any of the remaining provisions of the Terms.
Your statutory rights are not affected by these Terms.
These Terms (including non-contractual matters arising in relation to the same) are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.