Terms & Conditions Updated
Applies to all repairs, sales & services
HEX EDINBURGH LTD
Company number: SC841433 · Registered in Scotland
Registered office: 14 Home Street, Edinburgh, Scotland, EH3 9LY
Trading as: Hex · Tel: 0131 221 1117 · Email: info@hexcs.com
These terms and conditions apply to any service provided by Hex Edinburgh Ltd (trading as Hex) in connection with the repair, diagnosis, sale, or supply of mobile phones, smartphones, electronic tablets, PC computers, laptops, and any accessories as listed on our repair booking form.
This agreement applies from the date you sign our repair form (or, for remote/postal repairs, from the date we receive your device) until we have repaired your device or returned it to you (whichever is sooner) and received any payment due.
Our commitment to you
We shall endeavour to repair your device to the best of our abilities, subject to the availability of any necessary replacement parts or within the terms of any applicable warranty. All repairs are undertaken by Hex's highly skilled specialists.
Repairing your device
All replacement parts used by Hex in the repair of your device are either premium or branded parts.
Our technicians carry out a detailed diagnostic check of your device to establish what is at fault or to assess if further damage has occurred apart from the obvious, such as a broken screen. If you decide not to proceed with the repair with Hex, you need only pay for the diagnostic test. If you go ahead with the repair by Hex, the diagnostic test is free.
Timeframes
When you bring in your device for repair, one of our technicians will give you an estimate of how long it will take to complete. If this changes once the diagnostic test or repair has started, we will contact you to advise of the delay and the reasons for it. Most repairs are completed the same day, usually within one to three hours. Liquid damage repairs require several days to ensure the device is fully dried out and operating properly.
Additional costs
If once our technicians begin to repair your device it becomes clear that the repair will cost more than the estimate you received at the time of booking, we will contact you immediately for permission to continue. If you decide not to proceed at this point, we will return the device to you unrepaired, and you need only pay for the cost of the diagnostic test.
We reserve the right to keep your device until payment of all charges has been received.
Warranties
All Hex repairs are covered by a warranty of different periods, depending on the type of product or repair. Details are listed on our Warranties page. Warranties cover faults arising from the repair work carried out and do not extend to new damage, accidental damage, liquid damage, or faults unrelated to the repair.
Refunds & cancellations
Please refer to our separate Refunds & Cancellation Policy for full details of your rights and our procedures. A link to that policy is available in the Legal Information section of our website footer.
Limitation of liability
Hex Edinburgh Ltd's total liability to you in connection with any repair or service shall not exceed the total amount paid by you for that specific repair or service. We are not liable for any loss of data, loss of business, or indirect or consequential losses howsoever arising. We strongly recommend you back up all data on your device before submitting it for repair. Hex takes no responsibility for data loss during a repair.
Uncollected devices
If a repaired or assessed device is not collected within 60 days of notification that the work is complete (or that we have been unable to proceed), Hex Edinburgh Ltd reserves the right to dispose of the device to recover costs incurred. We will make reasonable attempts to contact you before taking any such action.
Governing law and jurisdiction New
These Terms & Conditions are governed by and construed in accordance with the laws of Scotland. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the Scottish Courts. If you are a consumer, you also retain any rights afforded to you under the Consumer Rights Act 2015 and other applicable UK consumer protection legislation.
Changes to these terms
Hex Edinburgh Ltd reserves the right to update these terms and conditions at any time. The current version will always be published on our website at hexcs.com/legal/terms-and-conditions. Continued use of our services following any update constitutes acceptance of the revised terms.
Refunds & Cancellation Policy New
Effective: June 2026 · Hex Edinburgh Ltd (SC841433)
This policy forms part of your agreement with HEX EDINBURGH LTD (SC841433), trading as Hex, of 14 Home Street, Edinburgh, EH3 9LY. It applies to repair services, in-store product sales, and online/remote orders.
Your right to cancel — repair services
You may cancel a booked repair at any time before work has commenced at no charge. Once diagnostic work or the repair itself has begun, the following applies:
- If you cancel after a diagnostic assessment has been completed but before repair work begins, you will be charged the diagnostic fee as communicated to you at drop-off.
- If you cancel after repair work has commenced, you will be charged for any parts already fitted and for the labour carried out up to the point of cancellation.
- If our technicians discover that the repair will cost more than the original estimate and you decline to proceed, your device will be returned and you will pay only the diagnostic fee. No parts will be charged if none were fitted.
Refunds on repair services
If a repair is covered by our warranty and a fault reoccurs within the warranty period (due to the original repair), we will re-repair the device at no additional charge. We do not offer cash refunds on completed repairs where the work was carried out as described.
If we are unable to repair your device and no parts were consumed in the attempt, you will not be charged and any deposit paid will be refunded in full.
Products purchased in-store
For products (accessories, chargers, cases, and similar items) purchased in our store:
- Faulty goods: If an item is faulty on purchase or develops a fault within 30 days, you are entitled to a full refund or replacement under the Consumer Rights Act 2015.
- Change of mind: We accept returns of unused, unopened items in their original packaging within 14 days of purchase for a credit note or exchange. We do not offer refunds for change of mind on opened or used items.
- Proof of purchase: A receipt or order confirmation is required for all returns.
Refurbished devices
All refurbished phones, tablets, and computers sold by Hex carry a 6-month warranty. If a device develops a fault within this period that is not the result of accidental damage, liquid damage, or misuse, we will repair or replace the device at no charge. If we are unable to do so, a full refund will be offered.
If you wish to return a refurbished device for reasons other than a fault, you may do so within 14 days of purchase provided the device is in the same condition as when sold and includes all accessories supplied. A restocking fee of up to 10% may apply for returns after 7 days.
Online and remote (postal) repairs
If you send a device to us by post for repair:
- You may cancel before we begin work by contacting us. We will return your device using a tracked postal service and will charge only reasonable return postage costs.
- Once work has commenced, cancellation charges apply as described above under repair services.
- We strongly recommend insuring any device before sending it to us. Hex is not responsible for damage or loss in transit to us.
Custom-built PCs
Custom PC builds are manufactured to your specific requirements. Once parts have been ordered for a custom build:
- Cancellation may not be possible or may incur a cancellation fee equal to the cost of non-returnable components already ordered.
- We will notify you of any such costs before confirming your order and will obtain your explicit agreement.
- If a completed build develops a manufacturing or component defect within the warranty period, we will remedy the fault at no charge.
How to request a refund or cancellation
To request a refund or to cancel a service, please contact us by any of the following methods:
Approved refunds will be processed within 5–10 working days to the original payment method where possible.
Consumer rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection law. For independent advice, you may contact Citizens Advice Scotland at citizensadvice.org.uk/scotland.
Governing law
This policy is governed by the laws of Scotland. Any disputes shall be subject to the exclusive jurisdiction of the Scottish Courts.
Cookies Policy Updated
This policy explains how
HEX EDINBURGH LTD (SC841433), trading as Hex, uses cookies and similar tracking technologies on
hexcs.com. Please read it alongside our
Privacy Notice.
What are cookies?
Cookies are small text files that are placed on your device (computer, smartphone, or tablet) when you visit a website. They help the website remember your preferences, understand how you use it, and — in some cases — show you relevant content. Cookies cannot run programmes or deliver viruses to your device.
How we use cookies
We use cookies on hexcs.com for the following purposes:
1. Strictly necessary cookies
These cookies are required for the website to function correctly. They cannot be switched off. They include cookies that remember your cookie consent choice, maintain session security, and enable core features such as page navigation.
- cookieconsent_status — Stores your cookie consent decision. Expires after 1 year.
- PHPSESSID / SS_session — Maintains your session while browsing the site. Expires when you close your browser.
2. Analytics cookies
We use analytics cookies to understand how visitors interact with our website — for example, which pages are most visited, how long people spend on each page, and how they arrived at the site. This helps us improve the website. The data collected is aggregated and anonymous.
- Google Analytics (_ga, _gid, _gat) — Provided by Google LLC. These cookies collect anonymous information about your use of the site. Data may be transferred to Google's servers in the United States. Google's privacy policy is available at policies.google.com/privacy. Expiry: _ga lasts 2 years; _gid lasts 24 hours.
You can opt out of Google Analytics tracking across all websites by installing the Google Analytics Opt-out Browser Add-on.
3. Functional cookies
Functional cookies allow the website to remember choices you make (such as your preferred location or language) and provide enhanced, more personalised features.
- SilverStripe CMS cookies — Used to support content management features. These do not collect personal information from public visitors.
4. Third-party and embedded content cookies
Some pages on our site may include embedded content (such as YouTube videos, Google Maps, or social media sharing buttons). These third parties may set their own cookies when you interact with their content. Hex does not control these cookies and they are governed by the third parties' own privacy and cookie policies.
Managing and disabling cookies
You can control and manage cookies in several ways:
- Browser settings: Most browsers allow you to view, block, or delete cookies through their settings menus. Please note that disabling certain cookies may affect the functionality of this website.
- Our cookie consent tool: When you first visit hexcs.com, you will be presented with a cookie consent notice. You can update your preferences at any time by clicking "Cookie preferences" in the footer of any page.
- Opt-out tools: You can opt out of interest-based advertising via youronlinechoices.eu (European Interactive Digital Advertising Alliance).
Guidance on managing cookies in common browsers:
Legal basis
We use strictly necessary cookies on the basis of our legitimate interest in operating our website. All other cookies are set only with your consent, which you may withdraw at any time. This policy is compliant with the UK Privacy and Electronic Communications Regulations (PECR) and the UK GDPR.
Changes to this cookies policy
We may update this Cookies Policy from time to time to reflect changes in the cookies we use or for operational, legal, or regulatory reasons. The current version will always be published at hexcs.com/legal. The date at the top of this page indicates when it was last revised.
Governing law
This policy is governed by the laws of Scotland and falls under the jurisdiction of the Scottish Courts.
Contact
If you have any questions about how we use cookies, please contact us:
