When sending units back to us for repairs/servicing, please make sure that you follow these important instructions.

Securely pack the unit, preferably in its original box and clearly label the packaging with the relevant address:

If you have an amplifier with binding post outputs [T/S/HS Series specials] please make sure that you screw the binding posts in, as these are vulnerable to damage in transit. Cross out any previous shipping addresses or documentation on the box to prevent delivery mistakes.

Complete the above Service Request Form(s) with as much information as you can relating to the fault(s) and conditions of usage. The more information we have the quicker the process.

If a unit is out of its warranty period, or we deem that a fault is not the result of incorrect manufacturing or parts failure, the work carried out will be chargeable. If you wish to know how long you have left on your warranty, please contact us with the serial number.

Standard turnaround is variable based on service level required, but we estimate 7-10 working days as standard. Sometimes quicker, sometimes a little longer.

If you have any urgencies these need to be clearly indicated in advance of us receiving products back. We cannot always guarantee fast-track requests but we will do our utmost to satisfy them where possible with a surcharge of £100 per unit.

Every consignment that enters the UK from overseas will need to be accompanied by a commercial invoice. Please CLICK HERE for a template that you can use if you do not already have one. Tab one is the template and tab 2 is the notes.

Please use commodity code 8518400090 for amplifiers, and 8543700600 for anything else (Processors, BoBs, DS, MX etc).

PLEASE NOTE: The value that you use on your invoice is what the shipment will be insured for, so please make sure you use your correct value for replacement. We will return the goods with a standard “re-export invoice” of the same value that you used when sending to us, as the values essentially need to match up.

We no longer use the temporary import procedures so please ignore any previous templates you may have, that detail our previous IP authorisation number.

Please make sure that you familiarise yourself with your local customs procedure/process for sending repairs to other countries (non-EU). You may need to do a “temporary export for repair” often known as “outward processing relief” or similar. This will ensure that when the goods are re-imported back to you, there are no DUTY/VAT/TAXES due to be paid. Although the process in many countries is similar, it is not identical. Our advice is to speak to your forwarder/courier or a customs broker/agent for more detailed information.

Please note: There maybe be import fees and or charges upon re-import of goods back to your country after repair, depending on how they have been exported. We cannot be held responsive for any charges as these are out of our control.

Failure to adhere to the above instructions could result in costs from customs/shipping companies being incurred by us, which may then be passed on to YOU, the customer.