Frequently Asked Questions


If you have any other questions or concerns, feel free to reach out to us directly. Our team of camera repair specialists is committed to providing top-notch customer service and reliable repair solutions for all your camera needs.

Our team of skilled technicians can repair a wide range of Canon, Nikon, Sony cameras, including digital and mirrorless cameras, and more. We have experience working with various camera brands and models, so you can rely on us to restore your camera to its optimal working condition. Our lens repairs include these manufacturers, with the inclusion of Sigma and Tamron lenses.

Some brands like Fuji will need to be subcontracted to the manufacturer for repair. However, our team can still carry out a sensor cleaning in store.

We repair Profoto, Bowens, Sensys, Nanlite, Godox. For other brands, please contact our team.

Please note that our repair services do not cover Compact Cameras such as Coolpix, Panasonic, Black Magic, and other similar models. With the exception of a limited selection from Sony’s RX series, we do not offer repairs for compact cameras. Additionally, our team does not service camcorders, 35mm / 120mm film equipment, or products from Panasonic, Olympus, Pentax, Ricoh, Blackmagic, Leica, Zeiss, and Hasselblad.

We can address a wide range of camera problems, including mechanical issues, electronic malfunctions, lens problems, and more. Whether your camera has a cracked screen or a failing shutter mechanism, we have the expertise to diagnose and repair the issue.

If your brand is not available on our online form, this means that we are unable to repair your equipment.  However, we may be able to solely perform a sensor clean on some brands such as Fuji, Panasonic and Lumix. When sending these brands in for a sensor clean, please have a fully charged battery and bring a lens. In case you need any clarification or are not sure if we can repair your equipment, please contact our team.

Our repair process begins with a thorough evaluation of your camera to identify the issue. We then use specialized diagnostic tools and equipment to diagnose the issue and provide an estimate for the repair. If you agree with the estimate, we proceed with the repair, utilizing genuine manufacturer parts and following recommended repair procedures. If you decline your estimate, you can pick up your equipment in store, or have your items shipped to you, where you would only cover shipment costs.

The repair process duration varies depending on the complexity of the repair and the availability of parts. Once the customer proceeds with the estimate, we order the parts for the repair, which depends on suppliers’ availability. When the parts are received, we strive to complete repairs as quickly as possible without compromising on the quality of our work. In most cases, repairs can be completed within 2-3 weeks.

The status of each repair can be checked by the customers by logging in their online account.

You can arrange a collection online through our website when completing the online form to send your equipment to Fixation. Our system will provide the option for you to arrange a DPD courier collection, with your preferred date and time.

Alternatively, you can drop the equipment at Fixation or in one of our Wex branches, if doing so, you do not need to complete a repair form as you will be booking in your equipment in person. See the store finder – https://www.wexphotovideo.com/about-us/store-finder/

Once we receive your equipment, our team will book it into our system. After a few minutes, you will receive an email with the booking confirmation as below.

Please always check your spam box to ensure that you have received our booking confirmation.

Absolutely! We offer free estimates for all repair jobs. Simply bring in or send your equipment to our workshop. We will evaluate the issue and provide an estimate for the repair. Once the estimate is done by our technician, our automated system will send you via email the estimate for your approval.

Please note that we are unable to provide a quote via email and that our technician must assess the equipment in-house to be able to provide you with an estimate.

Estimates are valid for 30 days from the date of the estimate.

Firstly, please check your spam box. Many emails have filters, and the estimate ends up in their spam box. Couldn’t find the estimate there?

Then, log in to your online account. There, you will find the estimate for each item, which can be proceeded or declined online.

Still unable to get your estimate? Please contact our team via email: admin@fixationuk.com


Alternatively, if you have opted for a repair limit, this is in effect consenting for the technician to proceed with any necessary repairs up to the indicated price provided. Therefore, the customer would only be sent an estimate for consideration, if the repair appears to be about to go above this price. The customer would henceforth, be contacted to ask for permission to continue proceeding with the repair given that the price is exceeding the customer’s assumed price.


Please keep in mind that repair limits indicate the price of repair excluding VAT. This repair limit is on an item-by-item basis. For example, a customer that has opted for a repair limit that is bringing multiple items into us, must indicate which items are marked with a limit. We will not assume the price limit selected refers to all items received, only the item/s selected for a repair limit will be treated as such, the rest will be estimated unless indicated otherwise.

When we book an equipment, an automated email is sent to you as below:

Click on “log in” box and the system will require you to set up a password. Note that you shall use the same email address that you registered or send your repair details. Once you set up your password, you will be able to login into the online portal and track your estimate and repair.

Click on the link https://repair.fixationuk.com/forgotten and type in your email address. Our automated system will send you the link the reset your password.

You will be able to track the status of your repair by logging in to your account in our online portal – https://repair.fixationuk.com/login

Our automated system will also email you when:

  • The estimate is ready for your approval.
  • Your job is completed and ready for payment.
  • An online link payment when all your equipment under the same job number was repaired.
  • Reminders: for estimates and job completion within 30 days, 60 days, and 90 days.

Our address at Kennington Lane is on the border of the congestion charge zone. You will not need to pay for the congestion charge if you park on our premises. However, you need to register your car at the reception to not be fined.

Fixation has a car park with 6 lanes, which are marked with a Fixation/WEX sign. Our customers can use it free of charge for a short period of time. However, your car must be registered at our reception; so, you won’t get fined.

Yes, we provide camera cleaning services. This includes sensor cleaning, lens cleaning, and external camera body cleaning. Regular cleaning and maintenance can extend the life of your camera, so be sure to ask us about our cleaning services.

If you have any other questions or concerns, feel free to reach out to us directly. Our team of camera repair specialists is committed to providing top-notch customer service and reliable repair solutions for all your camera needs.

Yes! We stand behind our work and offer a limited 6-month warranty on all completed repairs. Our warranties vary depending on the specific repair job, so be sure to ask us about the warranty when you bring in your camera for repair.

Yes, we do, and this service is free of charge. We will only charge you for collecting and shipping your equipment back to you.

If you experience any issues logging on to our online portal, please contact us on 0207 582 3294 or at admin@fixationuk.com

We do not repair earbuds or TVs. When customers search for TV or another product repair centre in their area/city on Sony website, Fixation is shown there as a repair centre. However, we are only authorised by Sony to repair photographic equipment.

Fo-cal is a software for tuning the lenses to the camera. We use it to adjust tiny differences caused by wear-and-tear, temperature, or slight imperfections in your gear. The process is simple and will only adjust these tiny differences without going through a deeper assessment.

Focus calibration requires a deep assessment of the body and lens, where we check body dimension, condition of the mirror box for dust, frame count, sensor, impact damage, focus unit, diaphragm, and if the image stabilizer is functioning.

If any of the items above are found to be not functioning correctly or out of standard, then we do not start the calibration. Rather, we will estimate the new faults found and only after repairing it, we will do the focus calibration.

The most common errors are:

Err 01


Communication between the devices is faulty. Check the camera, lens or mount adapter contacts.
Err 02Card cannot be accessed. Reinsert/change card or format card with camera
Err 04Cannot save images because card is full. Replace card
Err 07, 10, 20, 30, 40, 50, 70, 80, 99An error prevented shooting. Turn the camera off and on again or re-install the battery.

Repairs: Once the customer approves the estimate, we order the spare parts to undertake the repair. The vast majority of spares coming from Europe and may take a week or more to be delivered.

Whilst we aim to repair the equipment as quickly as possible, this though is subject to the availability of spare parts. If a repair requires parts to be ordered from the manufacturer it will be placed on hold until these parts arrive.

After the repair is completed: we send reminders via email to the customers for payment, despatch and/or collection of the equipment within 30, 60, and 90 days. As per our terms and conditions, if the equipment is not paid and collected within 90 days, we will sell it to recover any costs incurred by the business.

This means that we are unable to repair the equipment as there are no spare parts available.

There are times when our technicians will terminate (RUR) your equipment, which means that the cost to repair it exceeds the cost of a new item. In this scenario, we will terminate the job. The customer then has the option to have the item scrapped or to have it back.

Note that Fixation does not charge to scrap the item. However, our team needs written authorisation from the customer to scrap it.

Once we have assessed your equipment, we will provide you with a service report which will contain our full diagnoses and estimated cost to repair. This can be passed on to your insurance company for their approval.

If parts are no longer available or your equipment is beyond economical repair, we are able to provide you with a letter for your insurance company once we have assessed the item. The cost to supply the letter is £25 inc vat.

We offer several ways of paying for your repair:

  • Pay by link: we use Mollie system for online payment. Once the repair is completed, our system will automatically send an email with a link for payment. This link will include the price of your repair, any initial collection or label that you have requested, and the courier costs to return your item. We accept any card type, which includes Mastercard, Visa, and American Express. This payment option is quicker and simpler and allows our team to return the equipment to you within 24 hours.
  • Pay over the phone: you can call our team and provide payment over the phone.
  • Bank Transfer: this may take a bit longer to be processed as our team would need to wait 3-5 working days for the transfer to be confirmed by the accounts team. To use this type of payment, you will need to contact our team and would require a proforma invoice to be used as a reference. Once payment is confirmed, our team will issue the final invoice and despatch your equipment.

Unfortunately, we do not have a repair Express Service yet. However, we do sensor cleaning on the same day

Unfortunately, we do not repair film or compact cameras, except for the Sony RX100’s.

We can perform sensor cleaning for camera bodies equipped with removable lenses. Our only prerequisites are a fully charged battery and lens.

No, you do not need to send your equipment with a box; however, it is safer if you can send it in a box to protect it from transit damage. We always suggest wrapping the equipment in bubble wrap to protect it from impact.

No, please do not send any accessories with your equipment, unless they are needed for your repair. By accessories, we mean straps, batteries, SD cards (unless stuck within the camera), screen protectors, quick release plates, cables, or any other thing that is not needed for the repair of your equipment.

No, you do not need to book an appointment. You can drop your equipment at the front counter at Fixation or any other Wex store within our working hours.

Unit C, 250 Kennington Lane, SE11 5RD
Monday to Friday: 9am – 5pm
Wednesdays 9:30am – 5pm
Saturday, Sunday, and Bank Holidays: Closed

Unit 4, Downing Street Ind. Set.
Charlton Place, Manchester, M12 6HH
Monday to Friday: 9am – 5pm
Saturday, Sunday, and Bank Holidays: Closed

Wex stores:

Please visit: Store Finder | Wex Photo Video & Calumet | Wex Photo Video

Unfortunately, we do not repair or recover memory card data.

No, we do not insure equipment while in transit. If you want it insured, you will need to arrange your own delivery to Fixation.

Whilst we look after our customers’ equipment, the delivery is contracted to third-party couriers, and it is out of our control. If your equipment is damaged in transit, we will arrange a collection of your equipment to be returned to Fixation for re-repair and ensure that your item is repaired upfront.

As per the Consumer Right, we will replace it like-for-like; this means, if your item is used, we will replace it with a used item of the same model.

Yes, this is a unique service offered by Fixation specialist for some Canon and Nikon models. We can convert full spectrum or infrared.

Want to know more? Please contact our team at admin@fixationuk.com or send your equipment for an estimate.

We are dedicated to providing exceptional customer service and assisting you with any questions or concerns you may have. Our customer support team is here to help you throughout your camera repair journey. Here are some ways we can assist you:

Repair Status Updates: If you have already sent your camera in for repair, we can provide you with regular updates on the status of your repair. We would encourage you to use the online platform to access updates and track your repair through your account. However, you may also feel free to contact us via email to inquire about the progress of your repair job. 

Repair Estimates: If you are unsure about the cost of a repair or need an estimate before proceeding with a repair job, our team can provide you with a detailed repair estimate. Simply provide us with the necessary information about your camera and the issue, and we will promptly respond with an estimate.

Technical Support: Have a technical question or need assistance with your camera? Our knowledgeable customer support team can provide you with technical guidance and troubleshooting assistance. Whether you need help with camera settings, lens compatibility, or firmware updates, we are here to help.

Warranty Information: If you have questions or concerns about the warranty coverage for a completed repair, our team can provide you with detailed information about the warranty terms and conditions. We want to ensure that you have peace of mind and are satisfied with our repair services.

General Inquiries: If you have any other general inquiries or feedback about our services, prices, or policies, please do not hesitate to reach out to us. We value your feedback and are always striving to improve our customer experience.

You can contact our team via:

Phone: Our customer support team is available to speak with you during our business hours. Give us a call 020 7582 3294, and we will assist you with any questions or concerns you may have.

Email: For non-urgent inquiries or if you prefer to communicate via email, feel free to send us an email at admin@fixationuk.com. We aim to respond to all inquiries within 24 hours.

In-Person: If you prefer to speak with someone face-to-face, you can visit our workshop at the address provided on the contact page during our business hours. Our friendly staff will be happy to assist you.

  • Initiate Repair Request – Online form

Before we can begin the repair process, you will need to initiate a repair request. You can do this by completing our repair form.

When completing the online form, you will be able to arrange a collection of your equipment and print a label to drop your equipment at any DPD facility. You will also see a range of price estimate for the repair of your item; so, you have an idea of how much a repair of that model cost would.

  • Send in Your Camera, Lens or Lighting for Repair

Once you have completed the online form, print a copy of it and send it along with your equipment.

Note: many customers forget to send the form along with the equipment and have their items stuck on our shelves for months without having any estimate or repair. When this happens, to identify your item, we will require a proof of purchase and the serial number of your equipment. So please, ensure that you do send the online form with the item.

If your equipment is under warranty, we will also require the proof of purchase to be sent to us.

Also, please follow the instructions provided to ensure that the camera is packaged securely and arrives at our workshop without any damage, or you could drop it off at our workshop.

  • Evaluation and Repair Estimate Confirmation

Once we receive your kit at our workshop, our team of skilled technicians will evaluate your camera, lens, or lighting to identify the issue and provide you with a repair estimate. We will provide you with a detailed description of the problem and the estimated cost of the repair. To proceed with the repair, the customer shall approve it via email or through the online platform by logging into their account.

  • Camera Repair and Quality Control

Once you have approved the repair estimate, we will begin repairing your camera using high-quality parts and industry-standard repair procedures. Our skilled technicians will work diligently to complete the repair as quickly as possible without compromising on the quality of the work. Once the repair is complete, we will subject the camera to a strict quality control process to ensure that it meets our high standards.

  • Final Payment and Camera Return

After we have completed the repair and quality control process, we will contact you to let you know that your camera is ready. At this point, you will need to make the final payment for the repair, which can be done online, by using the Mollie payment system, either via phone or in-person. Once the payment is received, we will return your equipment to you, and you can enjoy its full functionality once again.

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