Issue 1.1
Date: 04.02.2026
Terms and Conditions of Service: Repair & Assessment
Welcome to Thomas Jacks’s Repair and Support Portal. By submitting a product for assessment or repair, you (“the Customer”) agree to be bound by the following terms and conditions (“this Agreement”).
This Agreement should be read in conjunction with any brand-specific terms and conditions and our overarching Pulsar UK Warranty Service Commitment, where applicable.
- General Terms & Governing Documents
1.1. Primacy of Documents: These terms provide the general policy for all items submitted. However, certain brands may have their own specific service terms, conditions, or commitments. For example, products under the Pulsar brand are also covered by the Pulsar UK Warranty Service Commitment.
1.2. Conflict: Where a brand-specific term or service commitment (such as the Pulsar UK Warranty Service Commitment) offers an enhancement to this Agreement (e.g., a faster service turnaround goal), the brand-specific term will take precedence. In all other matters, this Agreement shall govern the process.
1.3. RMA Required: A Return Merchandise Authorisation (RMA) number is required for every item sent to our service centre. Items received without a valid RMA number may be rejected and returned at the Customer’s expense.
1.4. Shipping: The Customer is responsible for securely packaging and shipping the item to our service centre. Thomas Jacks Limited is not liable for any damage incurred during transit to us. We recommend using a tracked and insured shipping service. If your item falls under our Pulsar UK Warranty Service Commitment, we will arrange a collection of your device or issue a drop-off label.
- Expert Assessment Service
2.1. All items submitted for repair are subject to our Expert Assessment Service. This service involves a full diagnostic inspection by a certified technician to determine the nature of the fault.
2.2. The standard fee for this Expert Assessment Service is £48.00 (inclusive of VAT).
2.3. This fee is waived when the Customer proceeds with a chargeable repair quotation provided by Thomas Jacks Limited.
2.4. The £48.00 fee will only be charged if a Customer declines a repair quotation, or if a warranty claim is found to be invalid and the Customer subsequently declines a chargeable repair.
- Warranty Repairs
3.1. Verification Process: All items submitted under a warranty claim will undergo our Expert Assessment Service to verify the validity of the claim in accordance with the manufacturer’s warranty terms. To be considered valid, the fault must be a result of a manufacturing defect and the item must be within the warranty period, supported by a valid proof of purchase.
3.2. Invalid Claims: In line with all manufacturer warranty policies, including the Pulsar UK Warranty Service Commitment, a claim will be considered invalid if the fault is a result of, but not limited to:
- a) The warranty period has expired.
- b) Accident, misuse, liquid damage, improper handling, or unauthorised modification.
- c) Normal wear and tear.
- d) No fault is found after extensive testing.
The request will then be re-classified as a Chargeable Repair. The £48.00 Expert Assessment Service fee will apply as per section 2. We will provide a no-obligation quotation for the repair.
3.3. Decision: The decision of our technical team regarding warranty validity is final.
- Chargeable Repairs & Quotations
4.1. Repair(s) Limit: If the Customer sets a pre-approved “Repair Limit,” we will first estimate the total cost of all necessary repairs. If this total estimated cost is less than or equal to the Customer’s pre-approved limit, we will proceed with the work without providing a quote.
4.2. Quotations: If the repair cost exceeds the pre-approved limit, or if no limit was set, we will issue a formal quotation, which is valid for 30 days.
4.3. Accepting a Quote: A quotation must be accepted in writing (which may be by email or a response via our online portal) within the 30-day validity period. Acceptance of the quotation forms a binding agreement for the repair to be completed at the quoted cost. Once accepted, a quotation cannot be subsequently declined. Upon acceptance, the £48.00 Expert Assessment Service fee is waived, and the Customer becomes responsible for the full quoted cost of the repair itself.
4.4. Declining a Quote: A quotation may be declined in writing (which may be by email or a response via our online portal) at any time prior to its acceptance. If the Customer declines the quotation, or if the 30-day validity period expires without acceptance, the £48.00 Expert Assessment Service fee becomes payable.
- Payment & Return of Goods
5.1. Full payment for chargeable repairs and any applicable fees must be received before the item is returned to the Customer.
5.2. If the £48.00 (Inc. VAT) Expert Assessment Service fee applies, it must be paid before the unrepaired item is returned to the Customer.
5.3. Unpaid Goods: We will make reasonable attempts to contact the Customer for payment. If payment is not received within 90 days of the invoice date, Thomas Jacks Limited reserves the right to dispose of the item to recover its costs, in accordance with UK law.
- Limitation of Liability
6.1. Our liability is limited to the value of the product itself. We are not liable for any loss of data, profits, or consequential loss. We strongly advise Customers to back up all personal data before submitting a product.
- Agreement
By submitting a returns request and checking the acceptance box on our form, you confirm that you have read, understood, and agree to these Terms and Conditions of Service, and you acknowledge that brand-specific terms may also apply.