Terms of Service

Repair Inspections

Prior to starting your repair, our Repair Specialists will perform a full test and diagnostic to determine the condition of your device before repair. This is done as to be sure that our repair has not affected any features or functions that were previously working.

You will be advised in the event that we are not able to complete all tests. For example, if your device was locked, device is flat, or the display is broken we will not be able to test certain features such as True Tone, biometrics, cameras or speakers.

These tests will also be performed after repair to be sure that our repair has not affected any features or functions that were previously working. Custom iPhones cannot be held liable in the event of any damage to device components prior to, during, or after repair on your device.

Data Loss

Prior to your repair Custom iPhones recommends that you complete a full backup of your device. Data loss occurring during or due to the repair process is very rare but making a backup is a good safeguard against any potential issues.

Custom iPhones cannot be held liable in the event of any data loss to your device prior to, during, or after repair or as a result of a repair on your device.

True Tone Functionality

Following the release of iOS 12 a software change was made by Apple that impacted the True Tone functionality on devices from the iPhone 8 and up. As a result, some screen replacements completed by a Custom iPhones repair specialist may not support the True Tone functionality correctly.

Custom iPhones uses reprogramming tools to reprogram the True Tone functionality on our displays.

The True Tone feature is unable to be reprogrammed if the display has been previously replaced at another independent repair provider.

Warnings on Certain Devices

In addition to the loss of True Tone on the iPhone 8 and up certain iPhones may display a warning when your device is unable to determine whether a replacement part is genuine.

This is part of a plan Apple has continually taken to try limit and stop the ability Third Party repairers have to repair your device. This is an attempt to monopolise the repair market and does not at all mean Custom iPhones does not use quality parts.

Biometrics (Touch ID / Face ID)

If your device is equipped with a biometric sensor such as Touch ID or Face ID there is a very small risk that the sensor may become damaged either during or after repair. In some cases, these functions may become inoperable even with the extreme care and attention exercised by our Repair Specialists.

The Touch ID function is paired to the board and is clipped in place with a small flex cable under the display and if broken will become inoperable.  

The Face ID function is paired to the board and is part of the front camera assembly and earpiece speaker assembly. If anything comes in contact with the sensor or if the front camera assembly or earpiece speaker assembly is replaced Face ID will become inoperable.

Face ID can now be repaired in-store. Please contact us at https://customiphones.com.au/contact/ for pricing.

Liquid Damage

After our repair process if your device was marketed with being water resistant it may not be anymore. Liquid damage is not covered under our 6 Month Repair Warranty.

Custom iPhones cannot be held liable in the event of any data loss to your device.

Board Repair

The Board Repair price list provided is a general price and the exact cost may be more than the original quoted price. Board repair is not a guaranteed way of recovering data or getting your device back in working order.

Custom iPhones offer no warranty on board repairs and cannot be held liable in the event of any data loss to your device.

Cancellation, Rescheduling and No-Show Fees

Bookings cancelled or rescheduled 6 hours before the booking time will not be charged. Bookings cancelled or rescheduled within 6 hours of the appointment time are subject to a rebooking fee of $40.

Custom iPhones staff will wait for a maximum of 15 minutes past the agreed appointment time in the event that you are late. Please phone ahead to notify staff if you are running late.

In the event that you show up 15 minutes past the agreed appointment time Custom iPhones staff may decide to charge a rebooking fee of $40.

Returns & Refunds

Custom iPhones will not accept a refund or return on an item or part that is not in its original condition, is damaged or is missing parts for reasons not due to our error.

In some cases you may be offered a replacement item or part. In this case we will charge for the whole price of the part.

Custom iPhones will not accept a refund on any payments completed at the time of booking. Please contact us at https://customiphones.com.au/contact/ to chat about your options.

Custom iPhones reserves the right to deny a refund or return for any reason.

Product Returns

How do I return my purchased products?

  1. You have 30 Days from purchase date to return your item(s) back to us.
  2. Item(s) must be in the original packaging which must be in original condition.
  3. Item(s) must be unused and unopened with all original tags still attached.
  4. Any products returned with sign(s) of damage – factory seal tampered with or any retail packaging that has been damaged due to mishandling or misuse while in the customer’s possession will prohibit refund/exchange of the item(s).

Refusal Of Service

We may refuse service to any customer that is behaving in an aggressive, threatening or unreasonable manner. Any warranty claim or refund requires proof of purchase, full name, address and contact details.

Repair Warranty Information

For details on our Repair Warranty or our 30 Day Standard Warranty please see https://customiphones.com.au/repair-warranty.

When you purchase a product or service from Custom iPhones you automatically agree to these Terms of Service.


We reserve the right to update, change or replace any part of these Terms of Service at any time.

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