Instore Services

Repairs

Wilkinson Cameras Repair Logo

 

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 quotes start at just £20.

We can organise the repair of most brands of equipment including Canon, Nikon, Fujifilm, Olympus, Sony, Panasonic Lumix, Manfrotto Tripods and many more. We only use authorised repair centres who will only ever 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 to troubleshoot the problem and get in touch.

  1. Look for any obvious reasons for the breakdown and consult the troubleshooting guide in the manufacturer’s handbook or on their 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 9.15am until 5.00pm) or take it to your local store. Out of working hours, please email support@wilkinson.co.uk


Warranty repairs:

We will handle warranty repairs for items bought from us. If your item was bought from another retailer, you will need to go back 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.

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 specifications of the item.

– 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 not being able 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 age of the item and any use that you have had from it.

 

Warranty Repairs – What does it cost?

Getting your item to us:

– 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, it is your responsibility to return the item 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 turn around 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 be in touch if there are any unusually long delays.

Over bank holiday periods and the Christmas period, repairs can take additional time. You will be advised of this when booking in 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 there are delays beyond our control, such as delays with postal services, staff issues at repair centres or difficulty in obtaining spare parts, etc. With the current COVID-19 pandemic, we cannot guarantee repairs will be handled in the normal timeframe due reduced staffing at repair centres and delays in obtaining parts due to factory shut-downs and delays in worldwide shipping, etc. We ask for a little extra patience and allow longer for repairs to be completed.

 

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: £30 (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. If a repair is possible we’ll provide an estimate, in most cases we will only add a £30 handling fee to the manufacturers fixed price repair. Where impact damage is involved the repair cost may be higher than the standard fixed price repair. . You may be liable for costs that Wilkinson Cameras incur as a result of the equipment being returned unrepaired.

– In most cases of liquid damage equipment is generally beyond economic repair. Due to the nature of this damage Wilkinson Cameras will not accept any liability where equipment is found to have suffered liquid damage whilst in our 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.


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 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 £20 deposit, in-store. This covers the cost of sending the item for a quote with an authorised agent and our handling of the repair throughout.

Online: If you are arranging a repair via Customer Services online, an estimate deposit is £25. This includes a tracked Next Working Day delivery service to an address of your choice when the camera is ready to return to you.

We will contact you by email to confirm the estimate. You can then decide whether you wish to proceed.

If you decide you don’t wish to go ahead with a repair, all you will pay is the deposit as outlined above and your equipment will be returned unrepaired.

If you do go ahead with the repair, this deposit is included in your final bill. i.e. You have paid a £20 deposit and your estimate is £100. You will have £80 left to pay to complete the repair.

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

Fixed Price repairs: Some manufacturers offer a fixed price repair system. In this case, we will add on a £30 handling charge to cover our time, administration and delivery costs.

 

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 there are delays beyond our control, such as delays with postal services, staff issues at repair centres or difficulty in obtaining spare parts, etc. With the current COVID-19 pandemic, we cannot guarantee repairs will be handled in the normal timeframe due reduced staffing at repair centres and delays in obtaining parts due to factory shut-downs and delays in worldwide shipping, etc. We ask for a little extra patience and allow longer for repairs to be completed.


Posting your item to us:

For repairs arranged via Customer Services, you will need to 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 “What do I need to provide?” sections above for both in-warranty of out of 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. Parcel2go* offer a range of options and provide a simple solution for one off parcel shipping.

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).

*please note: we do not have any affiliation to Parcel2Go

 

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 it 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.

phone 01772 252188
phone EMAIL US
phone YOUR LOCAL STORE
phone LIVE HELP

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