What to Do If Your Phone Gets Water Damaged and the Brand Denies Repair

Water damage is one of the most common issues smartphone users face. Whether it’s a drop in the sink or a rainy-day mishap, it can leave your device unusable. But what happens when the manufacturer refuses to repair it—even if your phone is under warranty?

This guide explains your rights under UK law, what steps to take, and how to push back if you feel the brand is being unfair.

Step 1: Check Your Warranty Terms

Most phone warranties exclude water damage. Even if your device is advertised as “water-resistant,” this doesn’t mean it’s waterproof.

Water-resistant ≠ waterproof: For example, an IP68 rating means the phone can survive in water up to 1.5 metres for 30 minutes—but only in lab conditions. Everyday use (like saltwater or soapy water) may still cause damage.

Warranty exclusions: Brands like Samsung, Apple, and Xiaomi typically exclude liquid damage from their standard warranty. You’ll find this in the warranty booklet or on their UK website.

Step 2: Gather Evidence

If the brand denies repair, start collecting proof to support your case.

Take clear photos of the phone, keep your purchase receipt, save correspondence with customer service, and request a technician’s report if available.

Step 3: Know Your Legal Rights

Even if the warranty excludes water damage, you may still have rights under UK consumer law.

Consumer Rights Act 2015: Goods must be of satisfactory quality, fit for purpose, and as described. If your phone was advertised as water-resistant and failed under normal conditions, you may argue it wasn’t fit for purpose.

You have up to 6 years (5 in Scotland) to make a claim, though it’s easier within the first 6 months.

Burden of proof:

First 6 months: The retailer must prove the fault wasn’t there at purchase.
After 6 months: You must prove the fault was due to a manufacturing issue.

Source: Consumer Rights Act 2015 – GOV.UK

Step 4: Contact the Retailer (Not Just the Brand)

Your legal contract is with the retailer—not the manufacturer. Contact the shop or website where you bought the phone and request a repair, replacement, or partial refund.

Step 5: Escalate the Complaint

If the retailer or brand won’t budge, try these options:

1. Formal complaint to their customer service
2. ADR scheme like RetailADR or Ombudsman Services
3. Section 75 claim if paid by credit card (£100+)
4. Chargeback for debit card purchases (within 120 days)

Step 6: Consider Independent Inspection

If you’re struggling to prove the fault, consider getting an independent technician to inspect the phone. A written report can strengthen your case.

Step 7: Small Claims Court (Last Resort)

If all else fails, you can take the retailer to small claims court. Claims under £10,000 can be made online via Money Claim Online.

Summary Checklist

Final Thoughts

Water damage is tricky, but don’t assume you’re out of options. If your phone was marketed as water-resistant and failed under normal use, you may have a valid claim. Stick to the facts, stay calm, and use your rights under UK law to push for a fair outcome.