Repairs

If your equipment has developed a fault or has been damaged, don’t worry, it may be able to be fixed. Organising a repair is simple, can be organised online or in your local store and we only charge the cost of the repair, plus a £75 handling fee. This fee covers sending equipment to and from the relevant repair centre or manufacturer and our time. You will then pay only the cost of the repair (including VAT) to us. This will all itemised on any estimates and invoices we send.

We can organise the repair of most brands of equipment including Canon, Nikon, Fujifilm, OM System (Olympus), Sony, Panasonic Lumix, Manfrotto Tripods, Swarovski and other binocular brands, Elinchrom Lighting – and many more. We only use authorised repair centres that will only use genuine replacement parts.

Looking for sensor cleaning information? We have a dedicated Sensor Cleaning information page.

 

Covered on this page:

– First Steps
– Warranty Repairs
– CoverPlus Extended Warranties
– Out of Warranty Repairs
– Posting Information

First steps:

If your product develops a fault, the first step is troubleshooting the problem and getting in touch.

1. Look for any obvious reasons for the breakdown and consult the troubleshooting guide in the manufacturer’s handbook or website.
2. If that doesn’t resolve the issue, please get in touch for technical help. The best way to do this is to use our Live Help service on the website (Monday to Friday from 9.15 am until 4.45 pm) or take it to your local store. Out of working hours, please contact us.

 

Warranty repairs:

We will handle warranty repairs for items bought from us. If your item was bought from another retailer, you must return to the original retailer.

If you don’t wish to go to the original retailer, then we will have to handle the repair as an “Out of Warranty” repair (see below).

You will need to provide your Wilkinson Cameras receipt or online order confirmation. If you don’t have this information, we may be able to find your original purchase information using your address.

Warranty periods vary by manufacturer, with most offering a 12-month guarantee against manufacturing faults.

 

Warranty Repairs – What isn’t covered?

• Accidental damage, for example if your item has been dropped or knocked. (This may be covered by your household insurance, but please check your own policy details carefully).
• Misuse or use in inappropriate conditions (i.e. water damage.) as defined by the Manufacturer and the item’s specifications.
• Wear & tear, including cosmetic damage such as scuffs, scratches, dents, etc., where the function of the product is unaffected
• Wear & tear beyond expected limits.
• Consumables such as batteries, etc.
• Data loss, such as information on a memory card, etc.
• Consequential loss as a result of inability to use the product or any loss over and above the purchase price of the original item.
• Servicing, inspecting or cleaning of the product and failure to follow the manufacturer’s instructions and/or installation guidelines
• Deliberate damage or neglect of product
• Any other exclusion as outlined in the original manufacturer’s guarantee terms and conditions.

 

Warranty Repairs – What if can’t be repaired?

• If we can’t repair or your item, we may replace it.
• If a replacement is no longer available, then we may replace it with an equivalent alternative.
• If no equivalent item is available, we may offer you money towards an alternative option or a refund; considering the item’s age and any use you have had from it.

 

Warranty Repairs – What does it cost?

• For items purchased online, if a fault arises after the first 30 days, then the return postage costs are your responsibility. Within the first 30 days, we will help to arrange a convenient return, free of charge.
• For items purchased in-store, you are responsible for returning them to us, either in person or by post if this is more convenient. Please note that any costs incurred for transport, parking, postage, etc., are not covered for in-store purchases and are your responsibility.

 

Warranty Repairs – How long does it take?

• Unfortunately, different manufacturers and repair centres can have very different turnaround times, and it isn’t always possible to give an accurate estimate of time.
• We receive around 75% of repairs within 2 weeks* of them being received at the service centres. We will contact you if there are any unusually long delays.
• Repairs can take additional time during bank holiday periods and the Christmas period. You will be advised of this when booking your repair.
• If you are a Professional and have Pro membership, for example if you are a member of Canon Professional Services or Sony Imaging PRO Support, then these offer expedited services. Please ensure you provide this information and any supporting documents or membership information when booking in an equipment repair.

*Please consider that sometimes there may be delays beyond our control, such as delays with postal services, staff issues at repair centres, or difficulty obtaining spare parts. We will always try our best to provide accurate timelines or advise of significant delays.

 

Warranty Repairs  –  What do I need to provide?

• You must be able to provide proof of purchase as outlined at the start of this section.
• Please only provide the item which needs to be repaired. If you have an interchangeable lens camera, please only send the camera body complete with body cap.
• If the problem is with a lens, please only send the lens, complete with caps for protection.
• Please remove any items which are not necessary, such as straps, cables, cases, etc.
• It is not necessary to provide the original box when visiting a store, but if you are posting the item to us, remember that this will offer additional protection.

 

Warranty Repairs – Returning your item to you:

• Returning your online purchase after repair – free
• Collect your repaired item from store – free

 

Warranty Repairs – Additional charges:

In the case of items which have been damaged or misused, which render the warranty invalid, additional charges will occur. These simply cover the fees we incur in these situations. We urge you to be honest about any drops, impact damage, water damage, etc. when booking your camera in as it will save you time and money in the long run.

• Administration fees in the case of accidental damage or misuse: £75 (when returned without repair)
• Repair fees in the case of accidental damage – subject to estimate (see “Out of Warranty” repairs information)
• Plus, return postage costs of £9.95 (free collection from stores)

Warranty Repairs – Accidental Damage or Misuse

• If, upon inspection, it is found that your item has sustained damage through either accident or misuse, then any repair will not be covered by warranty. We urge you to be honest about any drops, impact damage, water damage, etc. when booking your camera in as it will save you time and money in the long run. If you have accidentally damaged the camera then please see the “Out of Warranty” repairs section below.
• If your product is sent to be repaired under warranty and is found to have suffered liquid damage or impact damage your equipment may not be economical to repair. You will also be required to pay the £75 handling fee and will be sent an estimate for the work required to fix your item. The fee is payable regardless of whether or not you go ahead with a repair.
• Wilkinson Cameras will not accept any liability where equipment, upon inspection, is found to have suffered liquid damage or impact damage – it is deemed to have happened in your possession.
• If there is a dispute regarding impact or liquid damage Wilkinson Cameras will offer to send the equipment to an independent repairer for a second opinion.
• In most cases of liquid damage, especially by salt-water, equipment is generally beyond economic repair. You may wish to consider this ahead of sending your equipment.

 

CoverPlus Extended Warranties

If you have purchased an item with a Wilkinson Cameras CoverPlus warranty, then the procedure and terms are as with a standard warranty, as outlined above, except for an additional £9.95 tracked courier fee for returning your item to you once a repair has been completed.

For more information about CoverPlus, see the dedicated CoverPlus information page.

 

 

Out of Warranty Equipment Repairs

This covers items which are either out of the manufacturer’s warranty period or which are not covered by warranty, for example if they have been accidentally damaged or misused.

 

Out of Warranty – What can be repaired?

• The majority of cameras and lenses and most binoculars can be repaired.
• Please note that older or obsolete items may not be able to be repaired, or may be uneconomical to repair, as parts may no longer be readily available.
• Certain items cannot be repaired outside of warranty, including bags, selected brands of tripods, telescopes, and older items using obsolete media, such as Mini DV camcorders, etc.
• Please note that we cannot repair film cameras or older digital cameras due to the lack of available parts.
• Please get in touch if you’d like to find out whether your item can be repaired.

 

Out of Warranty  – How much does it cost?

As every repair can be very different, it isn’t always possible to give a price without the item being inspected first. We use an estimate system to provide accurate quotes before you commit to the work going ahead.

 

In-store:

• Repair estimates can be arranged with a £75 handling fee in-store. This covers the cost of sending the item for a quote with an authorised agent and our repair handling throughout.

 

Online:

• If you are arranging a repair via Customer Services online, you will pay a £75 handling fee, £9.95 return postage and the cost price of the repair. This includes a tracked Next Working Day delivery service to an address of your choice when the repaired camera/lens, etc. is ready to return to you.
• The handling fee is paid ahead of receiving your estimate.
• We will contact you by email to confirm the estimate. We do not add any mark-up to our cost price. Many manufacturers offer fixed-price repairs. This cost will be itemised on your estimate. You can then decide whether you wish to proceed.
• If you decline the estimate, then all you will pay is the £75 handling fee as outlined above and your equipment will be returned unrepaired.
• If you proceed with the repair, you will need to pay the cost price of the repair as outlined in your estimate.

 

All estimates provided are based on a visual inspection of the equipment, and in most cases, the estimate charge will not change. However, we reserve the right to re-estimate if further work or parts are required.

 

 

Out of Warranty  –  What do I need to provide?

• Please only provide the item which needs to be repaired. If you have an interchangeable lens camera, please only send the camera body complete with body cap.
• If the problem is with a lens, please only send the lens, complete with caps for protection.
• Please remove any items which are not necessary, such as straps, cables, cases, etc.
• It is not necessary to provide the original box when visiting a store, but if you are posting the item to us, remember that this will offer additional protection.

 

Out of warranty – how long does it take?

• Please allow approximately 7-10 working days* to receive an estimate.
• Once you have accepted the estimate, we aim to have most items repaired within a further 7-10 working days (subject to parts availability). We will contact you if it will take longer than this or if there is a problem with obtaining parts.
• We will contact you when your item is ready to collect from your local store / ready to dispatch.
• Over bank holiday periods and the Christmas period, repairs can take additional time. You will be advised of this when booking in your repair.

*Please consider that sometimes there may be delays beyond our control, such as delays with postal services, staff issues at repair centres, or difficulty obtaining spare parts. We will always try our best to provide accurate timelines or advise of significant delays.

 

Posting your item to us:

For repairs arranged via Customer Services, you must post your item to us. If you wish to arrange a repair in-store, simply call into your local store with your equipment.

Whether posting or visiting a store, please see the “What do I need to provide?” sections above for both in-warranty and warranty repairs.

 

Reference number:

Please get in touch to obtain a return reference number – parcels received without a reference number will take longer to process and may result in delays.

 

Please address your parcel as follows:

Wilkinson Cameras Returns (Your Ref. No i.e. DS-SP-170418)
Unit 25 Charnley Fold,
School Lane,
Bamber Bridge,
Preston,
PR5 6PS

 

Postage options:

• Please ensure you use a recorded, insured service, such as Royal Mail Special Delivery.
• For larger items, you may wish to use a courier.
• Please ensure that you keep your proof of postage. You may need this if you need to claim for loss or damage in transit.
• Please make sure you select a suitable insurance value for your item(s).
• We are unable to provide shipping labels for repairs or warranty repairs after 30 days – postage is your responsibility

 

Packaging:

Return postage is your responsibility and you must ensure the parcel is packaged appropriately.

Unfortunately, couriers do not carefully handle your parcel or its contents in the same way you or we would. Your parcel is going to be subject to a lot of abuse on its journey from you to us. Therefore, it is vitally important that you carefully package the contents.

• Ensure you use a strong carboard box, with internal packaging to fully secure your items.
• Where possible, repack your equipment into the original box and packaging and then place in a strong external box.
• Fill any voids with packaging material or scrunched up paper, etc. to ensure the internal box is snug and won’t move around.
• Use a strong packing tape to fully secure the outside of the box and prevent it from coming open.
• Ensure any address labels are properly attached to the outside of the box.
• Include a return address in case the recipient address is damaged in transit.
• Include a note/paperwork/copy of our email inside the box – this way there is a way to trace it, should the outside of the box become damaged or lost.

 

You can use the guides below to ensure you pack your parcel appropriately:

–Parcelforce packaging guidelines(very detailed)

–DPD Packaging Guidelines

 

Confirmation

Please allow 3 working days for us to process and book in your repair. We will contact you by email to complete the process and take payment of the £75 handling fee. This can be paid by Bank Transfer (BACS) or we will send you a secure payment link to pay by credit/debit card.