FAQ & Service Fulfillment

What is the legal identity of Sure-Fix?

Answer: Sure-Fix is a trading name of Opex M Ltd, a UK-registered company (No. 15220731), located at 453 Cranbrook Road, Ilford, Essex IG2 6EW.

How can I contact customer support?

Answer:

We're available Monday–Friday 9 am–5 pm and Saturday 9 am–1 pm. If you message outside working hours, we'll reply first thing on the next business day.

When does my service plan start and end?

Answer: Your cover begins immediately once payment is processed.
For example, a 12-month plan purchased on July 15 starts at once and ends at 23:59 on July 14 next year.

Service Activation & Start Date

When does my service start?
As soon as your payment is confirmed, your cover is activated instantly. You’ll receive an email confirmation within minutes.

Do I need to schedule anything to activate the plan?
No need. Your service plan begins automatically and is valid for 12 months from the time of purchase.

When does the service expire?
Your cover will expire exactly 12 months later, on the final day at 23:59, unless renewed.

How do I use my plan if I need a repair?
You can contact us via:

  • 📞 0800 055 4969
  • 📧 info@sure-fix.shop
    One of our agents will schedule your repair, typically within 24–48 hours.

What does “Unlimited repairs” actually mean?

Answer: You can request unlimited repair visits and technician time for the covered appliance(s) throughout your plan.


Coverage excludes items or damage not listed under your plan terms (e.g., appliances older than 10 years, accidental damage, general wear & tear unless part of a mechanical/electrical fault).

Is there a 14-day cooling-off period or refund option?

Answer:
Yes. If you cancel within 14 days of purchase, you’ll receive a full refund, provided no repairs are completed.


Opening a claim after 14 days but before 28 days may yield a partial refund at our discretion. No refunds are possible after 28 days.


You can cancel by emailing support info@sure-fix.shop or Apexmstripe@gmail.com or by calling 0800 055 4969, quoting your order number.
Refunds are returned via the original payment method within 7–10 business days.

What appliances and faults are included?

Answer:
Included: Mechanical and electrical faults on covered appliances (e.g., breakdowns, faulty components).
Excluded: Accidental damage, liquids/water damage, appliances outdated or unregistered with us.

How quickly can I get a repair appointment?

Answer: We aim to respond within 48 hours to schedule a visit. Local call-outs are typically booked within 3–5 working days, depending on technician availability.
If you’re outside the response area or during peak periods, we may discuss other timing but you’re always informed in advance.

Am I covered nationwide?

Answer: Yes, we serve across England, Scotland, and Wales. For addresses in remote regions, please check availability before purchase.

What do I do if the repair doesn't fix my appliance?

Answer: Let us know immediately. If after reasonable attempts we cannot resolve the issue, you may be eligible for a pro-rated refund or we replace the faulty item if purchased with in 3 year, for the unused portion of your plan. Contact us to discuss next steps.

What payment methods are accepted?

Answer:
We accept:

  • Credit/Debit cards (Visa/Mastercard)
  • Apple Pay, Google Pay
  • Shop Pay, BACS/Direct Debit, Cheques (by mail)

All transactions are in GBP and processed as soon as you confirm.

Which plan is right for me?

Answer:

  • 1 Appliance Plan – covers a single appliance
  • TV + Set‑Top Box Plan – protects your entertainment setup
  • 2- or 5-Appliance Plans – ideal for households with multiple appliances

Refer to Service Plans & Pricing page for full comparisons. Still unsure? Contact us, we’re happy to guide you.

Dispute Resolution

If you have any concerns about your payment, service, or experience, we’re here to help.

Before raising a chargeback or dispute with your bank, please contact our support team at info@sure-fix.shop or call 0800 055 4969.
We aim to resolve all issues quickly and fairly.

Raising a dispute without first contacting us may delay resolution and affect your eligibility for a refund.

How will I receive my refund?

Refunds are always returned to the same payment method used during checkout. You’ll receive confirmation once it’s processed.