REPAIRS and RETURNS PROCEDURE - RMA Ordering
Detailed here is a simple, step-by-step guide to help your company obtain the best from our returns system.
The majority of items returned for repair are simple to fix, so before contacting us via Email for a returns number, could you ensure that you carry out some simple checks on the product. These checks include fuses, batteries, cables, lamps, connectors, blocked nozzles and dipswitch settings.
We carry a wide range of spares for our products and will readily ship warranty parts.
These in house repairs save on carriage and reduce your & your customer’s product downtime; customers are generally pleased that the item has not had to be returned to the manufacturer.
If you do still need to return the item, try to use the original packing wherever possible, as this reduces the chances of transit damage. If this is not available, then please ensure that you return an item with suitable packaging, bubble wrap is not sufficient. As a general rule you cannot over pack an item. We cannot accept responsibility for items that arrive damaged due to insufficient or inadequate packaging. Any additional parts needed to rectify transit damage will not be covered by the warranty.
We may also levy a Repacking Charge if we believe that an item may become damaged on its subsequent return to you. Special care should be taken with any unit that uses fluids. Fluids MUST be removed before shipping. If fluids remain in the unit, the product will be damaged and no repair, replacement or credit will be possible a Carriage Charge may be levied to return the item. Additionally items that we have collected that are found to contain fluids will have the Collection Charge levied.
Any item that is returned to us must contain all items originally included with the product, such as remote controls, cables, instructions, manuals, leads, brackets and knobs, especially where required to make the product function. Credits will not be issued should parts be missing, and the item will be returned to you, a Carriage Charge may be levied to return the item. Some items are not covered by our warranty; these include blown lamps, fuses and triacs also blocked fogger nozzles and incorrectly user-adjusted controls such as dipswitches, menu settings and amplifier parallel/bridge switches. Items deemed as consumables like, Batteries, Headsets and Lapel cables - which will fail over a period of time form just being used.
Should a return only require a lamp, fuse, triacs, battery, cables, nozzle unblocking or adjustment to user adjusted controls to make the unit function, the repair will become chargeable. Fog and haze machines only use high quality, Distilled water based, or Mineral oil fluids as recommended by the manufacturer. Other fluids may cause clogging and void the warranty.
Should a return prove to have no fault, then a “no fault found” charge will be levied, and you may be liable to pay for carriage to return the item. Please ensure that faults are described in as much detail as possible, so that our engineers can readily locate the fault, to ensure a speedy turnaround. Faulty, dead or not working are not satisfactory fault descriptions.
Should the Importer / Manufacturer decide for any reason to replace the product rather than carry out a repair, the warranty period remains from the original purchase date. You are responsible for the carriage costs when sending, and we will cover the return carriage to you.
Returns Procedure
To obtain a RMA number - please Add this item to the basket and check out and proceed to checkout as normal. After inputting your invoice/delivery address and payment info (please don't use PayPal as we can't request additional funds) the order will come through here. Your payment details are onlypre aurthised and we don't process the payment at this point
You will then receive an Order confirmation Email (do check the Junk / Spam box)
Forward this order confirmation to email link
Also include as many details of the fault as possible, This will speed up the repair, as we will know what we are dealing with.
We also need to know the date it was purchased along with its invoice number.
If the goods were supplied more than 12 months ago, then the repair will only be completed under warranty if you can provide the proof of sale. Proof of sale is the receipt that you or your customer was issued at the time that they bought the item from you. Proof of Sale should be submitted by Fax or Scan / photo and e-mail in where possible.
We will then create your return number/s and these will then be e-mailed back to you with a PDF returns letter and info were to send the item/s for repair.
Once you receive your RMA letter from us, Please clearly mark the outer carton (not on the retail packaging) the returns number included in that parcel. Should any parcel arrive without a returns number marked on the outer carton it will be refused.
The warranty is a Standard 12 months (unless the Manufacture states a extended warranty subject to there terms) starting from the day that you receive the goods from J.P.Leisure Ltd, or for 12 months from the date that you sell the item your customer.
Please note that should we feel there are any simple fix repairs, which in our opinion could be carried out by yourselves, return numbers will not be issued and the necessary part/s will bedispatched to you instead.
Once a return number (RMA) has been issued it will only be valid for 60 days. If you are asked to return the item/s and they are not returned by you within this period, the returns number will expire and a new returns request will be required. Clearly mark the outer carton with the returns number, if more than one return is inside a carton, please mark the outer box with all the returns numbers enclosed. All cartons that do not clearly display a returns number will be refused.
Returns are dealt with in strict chronological order from the day they arrive back with the importer Manufacture. Only complete items should be returned, unless otherwise requested by a service department.
Should items coming back for repair then prove to be working correctly, then these will be shipped back to you at your expense, with a No Fault Found charge.
Non Warranty repairs will be undertaken, however they are not prioritised and will each be subject to an inspection charge.
This fee must be paid in advance of quotation - hence placing this RMA order -Takes the Payment info securely (please don't use PayPal as we can't amend theorder).
This is non-refundable, but will be deducted from the final repair charge, should you wish to proceed with the repair.
All charges must be paid in advance before the repair can be completed.
This applies to all customers without exception.
Fully detailed Engineer reports are available and chargeable and will be completed within 2-3 days of e-mailed enquiry.
Should you wish to know the status of a returned item, please quote your returns number.
Our charges excluding VAT are as follows and are per item returned
No fault found £20
Inspection Fee £35
Repacking Fee £15
Labour Charge (Per hour) £50
Minimum Return Carriage £15
Minimum Collection Charge (Per Parcel) £25
Engineer Report Fee £25
01271862221
