Optical Hardware | Repairs and Servicing if you cannot contact your dealer.

The first port of call if your optical instrument requires service or repair should be with the dealer who supplied you with the product. We at Optical Hardware do not supply directly to consumers, we ask you to work through our dealers wherever possible. We appreciaite that it may not be possible to contact the original dealer and in some situations we may be able to help.

( click here to find out more about what is and isn't covered under guarantee )

Product under our guarantee and you cannot return it to the original dealer ?
             ( Scroll below if the product is NOT covered under guarantee ).
Please ensure that products sent to us are well packaged and include your contact details. You will need to send the product complete with a copy of our guarantee document AND an original sales receipt from your dealer. This is to confirm theat the product is still covered under our guarantee. As a manufacturer and distributor we cannot know the history of an individual product. It may for example have been sold as a used item with a limited guarantee as a demonstrator etc.  We must have the original sales documentation to check. We DO NOT offer a call-in service, packages most be shipped by post or other recognised carrier.

So long as the product is covered under guarantee then we will effect a repair free of charge.
You will need to pay the cost of carriage both from you to us and return from us to you.
Carriage from us to you is 9.00 at the time of writing, 
 ( If you return via your original dealer there may be no carriage charge )
To speed up the process we will normally supply a service exchange model, this is one which has been previously serviced. This may be a newer or upgraded model if your specific model is not available.

Please note if you return a product to us we can only effect a repair/exchange of that model or its equivalent. We cannot enter into negotiaitions to exchange for other items and obviously we cannot under any circumstances make a refund, as the original sale was not made with us. These are matters which must be taken up with the original dealer. We offer an excellent back up syestem for our dealers however our dealers earn a profit from selling our products from which they make provision for return and possibly refunds.

( click here for our contact details )

If we receive the product and we find that it is not covered under our guarantee then we will proceed as if it is a chargeable repair as below.

Product NOT under our guarantee and you cannot return it to the original dealer ?

If you cannot contact the original dealer, then you could contact any other stockist of our product. Most will be happy to accept chargeable service and repair work and have a system in place to refer products to our workshop or other qualified repairer where necessary. Most will be happy to give you an estimate of costs before proceeding.

Or you can contact us and we can put you in touch with a qualified repairer

Click here for a list our stockists     click here for our contact details

If you prefer to send the product to us please ensure that it is well packaged and include your contact details.We DO NOT offer a call-in service, packages most be shipped by post or other recognised carrier. We will provide you with a quote within a few days. You can then choose if you wish to proceed or not. There will be a carriage charge ( 9.00 at the time of writing ) to return unrepaired product where the estimate is rejected.

To speed up the process we will normally supply a service exchange model, this is one which has been previously serviced. This may be a newer or upgraded model if your specific model is not available.

Please note if you return a product to us we can only effect a repair/exchange of that model or its equivellent.  Request to change to other products etc are matters which must be taken up with the original dealer. We offer an excellent back up syestem for our dealers, however our dealers earn a profit from selling our products from which they make provision for return and refunds.

WE CANNOT REPAIR OR SERVICE ANY MAKE or MODEL OF INSTRUMENT WHICH WAS NOT SUPPLIED BY US. Sorry, although we do have optical workshop facilities, we only carry parts for our own products

 

Retrurn to Service and repairs introduction

or a more detailed discussion about why we do not deal directly with the public, please click here

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