Our Guarantee

At Stoke Laptops, we don't just sell and repair — we stand behind our work. Everything we sell and every repair we carry out is backed by a straightforward guarantee, because we want you to buy and book with confidence.

This page explains exactly what's covered, for how long, what isn't, and how to make a claim.

At a glance

  • 12 months — anything bought in-store (laptops, phones, consoles)
  • 6 months — repairs, on the specific repair carried out
  • 2 weeks — batteries
  • Accessories bought online — covered by your statutory rights and any manufacturer's warranty

Your proof of purchase is required for any claim, so please keep it safe.

In-store sales — 12 months

Everything we sell is fully checked, tested and prepared by us beforehand. If a hardware fault develops through normal use within 12 months of purchase, we'll put it right free of charge.

  • Covers both parts and labour.
  • We'll always repair where we can, and replace where we can't. If an item develops a fault within the first 30 days and we can neither repair nor replace it, you're entitled to a full refund. After 30 days, an upheld claim that can't be put right is resolved with a credit note.

Repairs — 6 months

Any repair we carry out is guaranteed for 6 months. If the same fault we fixed returns within that time and it's down to the repair or the part we fitted, we'll re-do it at no cost.

This covers the specific repair only — not new, unrelated faults.

Batteries — 2 weeks

Batteries are a consumable component, so they're covered for an initial 2-week period from purchase. After that, gradual loss of battery capacity through normal use isn't covered.

Accessories bought online

Accessories bought through our online shop are supplied and shipped by trusted third-party suppliers. These are covered by your statutory rights under the Consumer Rights Act 2015 and any manufacturer's warranty included. If something arrives faulty or isn't as described, get in touch and we'll sort it.

Refunds, credit notes and change of mind

We're firmly on our customers' side when something's genuinely wrong:

  • Faulty within 30 days: if we can't repair or replace it, you get a full refund. No quibbles.
  • Upheld claims after 30 days: where an item can't be repaired or replaced, we put it right with a credit note to the value of your purchase — usable against anything we sell or any service we offer.
  • Changed your mind on an in-store buy? Our laptops, phones and consoles are hand-checked and prepped with real care, so we don't offer change-of-mind refunds on those — please choose carefully. A credit note may be possible at our discretion.
  • Changed your mind on an online accessory? No problem — you can return unused accessories within 14 days for a full refund, in line with your online cancellation rights.

What the guarantee does not cover

To keep things fair, the guarantee doesn't cover:

  • Accidental damage — drops, cracks, knocks, crushed screens
  • Liquid damage of any kind
  • Tampering or third-party repairs — opening the device or having someone else work on it voids the guarantee
  • Forgotten passwords or account lockouts — including device, account or login passwords
  • Software issues, viruses or malware, or data loss not caused by a hardware fault
  • Cosmetic wear from normal use (light scratches, scuffs)
  • Battery capacity loss beyond the initial 2-week period
  • Faults caused by misuse, neglect, or use outside the manufacturer's guidelines

How to make a claim

  1. Get in touch — pop into the shop, call or text us on 07542 550882, or message us on WhatsApp.
  2. Have your proof of purchase ready.
  3. We'll diagnose the issue, confirm it's covered, and agree the fix with you before doing anything.

Please back up your data first. Repairs and replacements can result in data being lost, and we cannot be responsible for any data on devices brought to us.

Goodwill and discretion

From time to time we may choose to help beyond what this guarantee or our terms require — for example sorting an out-of-warranty fault, or offering a refund we're not obliged to give. Any such help is a one-off goodwill gesture, made entirely at our discretion. It doesn't change these terms, set a precedent, or oblige us to do the same again.

Your statutory rights

This guarantee is offered in addition to your legal rights and does not replace them. As a consumer, you're protected under the Consumer Rights Act 2015 — goods must be of satisfactory quality, fit for purpose and as described. Nothing here affects those rights.

Terms and conditions apply. Stoke Laptops Ltd, 18 Stafford Street, Stoke-on-Trent, ST1 1JQ.