2. Wrap your equipment well! We suggest you wrap some bubble-wrap around the item or items, then pack them in a sturdy box with polystyrene chips or plenty of crumpled newspaper all around, preferably to a thickness of 1-2 inches all around. Secure with adhesive tape.  

 

3.       Send to us at;-

          Unit C

          250 Kennington Lane

          London

 

 

 

Please note

If you send your original Maker’s Box, we will do our best to keep it in the condition it arrived in, and return it with your equipment, but we cannot take responsibility if it is returned to you in less immaculate condition than it was sent.

 

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 emailed to you as soon as the administration staff are able to do so. You may specify if you prefer to receive estimates by telephone 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 either contact you by telephone or by email to let you know the equipment is ready to collect. If it is to be sent back to you, we will request payment and confirm delivery details. We accept most credit and debit cards except American Express and Diner’s International.

 

We use UPS and Royal Mail for the majority of repair despatches. These are all next-working-day services within the UK, 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. To guarantee next day delivery, arrangements and payments must be made by 2pm on the day of despatch.

 

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 or left un-repaired as per 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.

We hope this answers the majority of your questions, but if you need further information, please telephone our Service Administration staff on 020 7582 3294, they will be happy to help you.

The founding principle of Fixation was to serve professional customers, and this remains our driving ambition.  However, it is difficult to turn away those non-professional customers who seek us out, and we do not wish to do so.  But in order to protect and fulfil our promised standards to our core customer-base, we ABSOLUTELY reserve the right to prioritise our work load as we see fit.

We will continue to do our best to offer rapid and efficient turnaround for all customers, but if you are not a professional photographer and/or use non-professional models (Nikon D90 and below, Canon 60D and below) it would be wise to expect turnaround times to normally be around 10 working days.

If you bring us equipment which, for whatever reason, we are unable to repair on-site, turnaround times are completely beyond our control, and anything quicker than 4-5 weeks should not be expected.

We are sorry to have to make this policy declaration, and to be forced to ration our services in order to protect our service standards.  Your understanding and tolerance will be much appreciated.

Fixation needs to have address and contact details in order to have full traceability whilst your equipment is in our possession.  We will only hold your personal details for the purposes of contacting you ourselves about your repairs, your sales orders, your indebtedness to us or our ongoing business with you.  We will not share your details with or sell them to any other organisation without your permission, except if specifically requested by police or other government regulatory body for legal reasons which we are able to verify.  We will responsibly destroy any documents containing customer contact or credit card details.