Repair - The Ken

Something's broken

Tell us what you're seeing.

Email hello@theken.uk and describe what the Ken is doing. A photo or a short video helps, but isn't required.

If the Ken is online, the help assistant in the family portal can also ask a few questions on the spot and point you at the same answer, any time.

What happens next

From a broken Ken to a working one.

We work out which part it is. The help assistant in the portal asks a short series of plain questions and narrows it down to a part, or tells you it isn't a hardware fault at all - often it's the Wi-Fi, the subscription, or a setting, and there's nothing to buy. If it's easier, describe the problem by email instead and we'll do the same by reply.
We quote. Parts are priced at what they cost us plus 20%, shown in full below. If the Ken is still within its 12-month warranty and the fault is a hardware defect, the part is free.
We post the part, or you post the Ken. Most parts are simple enough to fit yourself and we post them to you. For anything trickier, you post the Ken to us, we fit it, and post it back.

Parts and prices

What it costs to fix it.

Prices are what the part costs us, plus 20%. Free of charge if the Ken is still within its 12-month warranty and the fault is a hardware defect.

Part	Price
Raspberry Pi 5 (2GB) - the computer inside	£70.37
10.1-inch touchscreenThe speakers come with the touchscreen and are not sold separately.	£83.99
Camera module	£27.07
Sound amplifier board	£14.00
Cooling fan	£4.61
Power supply (27W USB-C)	£12.98
Microphone	£4.91
Memory card (64GB)	£26.33
Screen cable (micro-HDMI)This is the price we charge. The cost behind it is an average across a multipack, so it isn't a receipt for one cable - the price to you is exact.	£7.80
Power cable (USB-A to USB-C)Same multipack pricing as the screen cable above - the price to you is exact.	£1.68
Right-angle power extension	£9.58
Enclosure (the printed case)3D printed to order, so it isn't a fixed price. Quoted when you ask.	Quoted on request

All prices include VAT. Postage for a part is covered when the fault is confirmed as a hardware defect within warranty; otherwise we'll include postage in the quote.

We keep parts available for at least five years from the date you bought your Ken, matching the five years of security updates we publish. Parts are subject to supplier availability: if something is on backorder we will tell you how long it is likely to be before you decide.

Not separately replaceable

A few parts aren't sold on their own.

Speakers

They come built into the touchscreen, so they're replaced as part of it rather than on their own.

The button

Two tactile switches soldered in parallel and hardwired inside the case behind the button cap. There's no version of this that's user-fittable, so it isn't offered as a part.

The enclosure

The printed case is made to order rather than kept as stock, so there's no fixed price for it - we quote it when you ask, based on what needs printing.

Warranty and returns

Already covered, for the first year.

The Ken comes with a 12-month warranty covering hardware defects. This doesn't cover accidental damage, water damage, or unauthorised modifications. A part that fails under warranty is free.

Cancelling and returning. Because you bought online you have 14 days from delivery to cancel for any reason, and on top of that our own promise: return the device within 30 days of delivery, in its original condition, for a full refund. Both are set out in full at theken.uk/terms, section 9.

How to return one: email hello@theken.uk and we will send you the return address and cover the postage. There is no form to fill in and nothing to print before you write to us.

Full terms: theken.uk/terms, section 9.

When a part fails, we mend it.

Tell us what you're seeing.

From a broken Ken to a working one.

What it costs to fix it.

A few parts aren't sold on their own.

Already covered, for the first year.

Not sure what's wrong? Ask us.