If you supply us with an email address, we will send you a receipt for your equipment by email, showing the details of the equipment and any accessories received, whether you have requested an estimate, whether you are claiming the repair under warranty, and notes about the fault or work required. Please check this carefully and let us know if you disagree any aspect of the receipt. It will be very helpful if you quote your unique job no. in any communication with us.
If you require an estimate for the work, we aim to prepare this within 48 hours of the equipment being booked in. For the sake of speed, this will normally be telephoned to you as soon as the administration staff are able to do so. You may specify if you prefer to receive estimates by email or fax.
If you require an insurance letter, and wish the equipment returned to you without repair or replacement, we charge £25 administration fee plus shipping £10, plus VAT. If you subsequently have the repair completed or buy replacement equipment from us, we will refund the administration fee.
Once you have told us to proceed with the estimate, or if you did not request an estimate, we aim to complete your repair within our stated target times of 2/3 days, subject to spares availability. (However, please see the important note at the bottom left of this page regarding work prioritisation). If turnaround times vary significantly from this due to seasonal fluctuations in work and staff holiday commitments, we aim to note this at the head of the Repairs web-page. We maintain stocks of commonly used parts for Nikon, Canon, Sigma and Quantum, but spares for less common models, rarely used or very expensive parts for older models are usually ordered when needed. We order spares from Nikon and Canon at least twice per week, so the exact time to complete your repair will depend how your proceed coincides with the next order. For parts available from stock, Nikon spares arrive next day, Canon in 2-3 days. Parts not available from stock normally arrive in 2-3 weeks from central European stocks. We are sorry but we currently do not receive estimated delivery dates for parts not available from stock.
Once your repair is completed, we will contact you by telephone to let you know the equipment is ready to collect, or if it is to be sent back to you, to request payment. We accept all major credit and debit cards except American Express.
We use UPS and Royal Mail for the majority of repair despatches. These are all next-working-day services, and our standard charge within mainland UK is £10 +VAT. If your consignment is large or heavy we may increase this charge to cover our costs. If you require a timed or Saturday delivery, a supplement is normally added.
Unless otherwise stated on your repair report, we will offer you a 3-month guarantee on the repairs we carry out. However, if you have a further problem within 6 months, we will take a generous view and do our best to resolve the issue at least cost.
Repairs completed to your instructions and not collected or paid for after three months will be disposed of to recoup our costs. We will send a Recorded Delivery letter to the address held on file to inform you before we take this action.