Frequently Asked Questions

Greenbridge are committed to ensuring your repaired device is dispatched back to you within 7 calendar days of it being received at our repair centre. Any delays caused by the customer will extend this deadline commitment.

Yes, you will receive a link to our online portal where you are able to see the status of your claim, and when it will be completed. You will also receive SMS/Email updates at key milestones throughout the repair process.

DPD will collect your device from your home or work address provided to us. They will take your device away in a protective pink box, so you don’t need to worry about packaging it up. DO provide your charger and device password (via our secure online portal). DON’T include any peripherals such as bags or DVDs with your device. Please see our Collection FAQs for more details.

We will return your device using Royal Mail Tracked 24 delivery service. This is a fully trackable and secure service. You will receive your tracking number via SMS and Email to keep you updated. For additional details please see our Delivery FAQs here

We require you to remove the iCloud account from Apple devices in order to carry out a thorough inspection and testing of your device. Please note, this is also a requirement when sending your device into Apple or other repair centres. If you do not sign out of the iCloud account on your device this will delay the processing of your claim.

You are able to sign out of the iCloud account from the faulty device itself (if it still powers on), or via any other internet connected device by logging into your Apple account. Please visit greenbridge.co.uk/iCloud for full instructions of how to do this. It is very easy as should take less than 2 minutes.

When your device is received at our repair depot, you will receive an SMS and Email confirming so. This will trigger the 14 calendar day service level agreement when your claim will be completed by. You may receive messages from us if we require something from you (for example, your passcode or your iCloud account has not been removed), and you are able to track the progress of your claim on our repair portal here. Once your device is ready to be returned, we will send you an SMS/Email confirming the address we will dispatch the device to and it will be shipped the following day.

We use DPD to collect your device. You will receive an SMS/Email on the morning of the collection day giving you a 1 hour time window of when to expect the driver, along with certain options to change the day or if you would prefer to visit your local DPD depot.

When the driver arrives, they will bring with them a pink protective plastic box with foam inserts. Please hand your device to the drive, along with your charger (but no other accessories). They will put the items into the box and seal it with cable ties in front of you. You will be given a receipt by the driver. You can see a video on how the process works here

We recommend the DPD service to ensure the safe receipt of your device. However, if this is inconvenient for you, we are able to send you protective packaging and a free Royal Mail Tracked label for you to package your item in and then take to your local post office. Please let us know if you would prefer this option.

Yes, on the morning of your collection you will receive an SMS Phone Text Message and Email from DPD with your tracking number. You can also track the status of your repair (along with courier tracking numbers) in our customer portal. You will be sent an SMS/Email link to the portal once your collection has been booked.

After your collection has been booked there are limited options you have to make changes. You can select to visit your local DPD depot (you will require photo ID) or you can choose to change the collection address to another address served by your local depot. In order to do this, please follow the instructions you will receive in your SMS/Email from DPD.

No, we are not able to accept drop offs.

The SMS/Email you receive from DPD on the morning of the collection will give you a 1 hour time window of when to expect your driver. This can be anytime during the day from 8am to 8pm. You are not able to change the time you are given, however, if the time you receive is not convenient, you can use the options to change the day, or to select to attend your local DPD depot instead.

We are not able to specify the time of day. DPD will only determine the time of your collection on the morning of the day you have booked. This is because your driver will be given a set route they need to complete their collections and deliveries in.

We are only able to arrange DPD collections for Monday-Friday.

The SMS/Email you receive will likely refer to the collection as a “delivery”. We accept that this is misleading terminology, however, it is referred to like this by DPD as they are delivering the empty pink plastic box to you, which you then put your device in and they will take back with them. There has not been a mistake if you see this.

Yes, the driver will leave a receipt with you when the collect your device.

No, we are able to collect from any address you authorise us to (e.g. a work address). However, please note that collection from reception desks of large companies are often unsuccessful, so please make sure all the necessary people are informed about the collection and leave them with instructions.  Please also make sure the DPD courier is able to access the relevant area.

Your DPD driver should carry identification with them. If you are in doubt as to whether the person claiming to be collecting your device is the right person, please ask them to provide their identification, or get in contact with Greenbridge to confirm.

The protective pink plastic totes are very strong and have endured significant drop tests. The strength of the box, combined with internal protective foam padding ensures your device will not sustain any further damage during it’s journey to us.

No, please do not include the password/passcode to your device in the DPD box. Whilst we may require your password to inspect and test your device, please do not combine it with the device for data security reasons. You are able to provide your password in a secure manner through our customer portal. This will send it directly to our secure systems in an encrypted manner.​ Login here

Once your device is received at our repair facility, it will be protected by outstanding physical security and robust data security practices. During the inspection and repair of your device, it will be data wiped and restored to factory settings. Whilst we appreciate this may be inconvenient, we take data protection seriously, and in order to assist we have produced some help guides on how to backup your data before sending it to us, and how to restore your data when you receive your device back, which can be found here.

Please include your charger with the device. This will allow us to determine whether the fault lies with your charger or not (which will be replaced if deemed to be faulty). Please do not include any other accessories, for example, cases, memory cards, SIM cards, DVDs in optical drives etc, as if your item is deemed to not be repairable, your device will not be returned to you.

Yes, this will be given as one of the options you will receive from DPD when you get the SMS/Email on the morning of your collection. You will require photo ID when you attend the depot for security reasons.

We will receive your device into our repair facility the following working day after DPD collect it from you. Please note there are some remote postcodes where this may be 2 working days.

When we receive your device, it will be scanned into our depot and you will receive a SMS/Email message confirming we have received it. The message will also confirm the address we will return the device to once we have repaired it, along with options for you to update this address.

We do not require your SIM card. Please remove it from the device before we collect it

Please remove all memory cards from your device before we collect it. We may not be able to return such items to you.

Please remove your device from any case before we collect it. We may not be able to return such items to you.

The plastic boxes DPD use are designed to last for many years and allow for hundreds or thousands of collections, rather than single use. Once your item arrives at our repair facility, we return the box to DPD to be used again. For more information regarding the packaging and sustainability, please contact DPD directly.

Greenbridge are committed to ensuring your repaired device is dispatched back to you within 7 calendar days of it being received at our repair centre.  Any delays caused by the customer will extend this deadline commitment.

We will send you an SMS/Email confirming your device has been repaired and the address we will ship it back to.

Where the damage to your device is purely cosmetic (e.g. a scratch on the backcover) it will not be repaired. However, when it interferes with the operation of the device (e.g. a faulty hinge on a laptop) it will be repaired. Most Warranty and Insurance policies do not cover cosmetic damage. Please check with your policy provider directly for more information.

Generally software faults will not be covered under your policy, and we will not attempt to repair them (e.g. virus removal). However, since we factory reset all devices before we return them, it is possible any software issues will be resolved.

Yes, for data security reasons, all devices will be wiped during the inspection and repair process. Please also note, you will need to reinstall any software packages you had put onto your device, as it will be returned back to the original factory settings. It is for this reason that the proper and complete backing up of your data prior to DPD’s collection of your device is essential.

Batteries are normally classed as consumable items which wear out over time and are therefore often not covered. Please confirm directly with your policy provider. As a general rule, internal batteries (i.e. those where you need to unscrew the device to access them) will be covered, and external batteries (i.e. those where the user can easily change it themselves, like many laptop batteries which clip in and out) will not normally be covered.

Our engineers will produce a report of the faults with your device, along with the repair which was carried out. It will also detail the device serial number and specification. This report will be available for you to look at in our customer portal, along with all other details of your claim.

When you receive your device back, it will be returned to factory settings. You will need to follow the same steps as you did when you first got the device. We have produced a number of helpful guides here in order to assist you.

If you backed up your data before we collected your device, you should be able to restore this data onto your device when you receive it back. We have produced a number of helpful guides here in order to assist you.

If you believe there is still a fault with the device once you receive it back, please contact us here in order to assist you.

If your device is deemed unrepairable, your Warranty or Insurance Company will settle your claim via another method (e.g. a replacement device or a product voucher etc). Once you are settled, your old device becomes the property of your Warranty or Insurance Company and you will not receive it back.

In instances where a device cannot be repaired, your data will be wiped from the device in a compliant manner.  Greenbridge Technology’s electronic waste flows are supported by Waste Transfer Notices issued by an Approved Authorised Treatment Facility (AATF).

Greenbridge Technology only contract with approved treatment facilities for electronic waste, ensuring that it is handled in a manner compliant with all applicable regulations. We are also a member of Veolia WEEE producer scheme, under registration number WEE/MM8799AA

We use a combination of original manufacturer spare parts and third party spare parts. Our robust procurement processes and quality standards ensure a supply chain with sufficient depth and breadth whilst remaining compliant at all times. Please refer to the policy wording and terms and conditions from your policy provider to confirm whether your claim can only be serviced using original manufacturer spare parts. Most policies allow for the use of third party spare parts.

We use Royal Mail Tracked 24 to return your device to you once the repair is completed.

In certain cases, we may use DPD to return your device. This will often be due to the size of the device being returned, or due to the preference of your Warranty or Insurance Company.

Once your device is shipped, you will receive an SMS/Email from Royal Mail with your tracking number. It will contain a link on their website where you are able to track the progress. You are also able to obtain your return tracking number by logging into our customer repair portal.

By default, your device will be returned to the registered address on your policy. However, if you wish to change this, please contact us. When we receive your device, we will send an SMS/Email confirming the address to which it will be returned once repaired, along with a link to our customer portal to change the address if this is not convenient. Please note, once the parcel has been dispatched, it is not possible to change the address at that stage.

Royal Mail Tracked 24 will deliver on Saturday if dispatched on Friday. However, we are not able to offer Sunday delivery.

You are not able to choose a time, and we cannot guarantee morning/afternoon/evening.

If you are not home when Royal Mail attempts to deliver your parcel, they will leave a card in your letterbox. The card will state the address of your local sorting office where you can collect it (please take photo ID with you), along with other options regarding the failed delivery of your parcel.

The cardboard box and plastic air pocket we return your device in is all recyclable, and we encourage customers to recycle it.

We do not offer a collection option for customers.  All devices must be shipped from our facility.

No, once your device is ready, it will be shipped back to you with a tracking number. You are able to edit your return address throughout the claim process and up to the point it leaves our facility. In order to get the device back to you as soon as possible, it will be shipped as soon as it is ready, and you should not expect to receive a call from us.