Customer guide

A clear path from instrument receipt to return.

Providing complete information at the beginning prevents avoidable holds and protects both the customer and the service centre.

Send the required information

Provide the customer or dealer name, authorised contact, make, model, serial number, accessories and a clear description of the problem. Declare whether warranty is being claimed before service activity begins.

Receipt and physical verification

We record the instrument and visible accessories. Receipt acknowledges physical custody; it does not by itself confirm warranty eligibility, repairability, condition, completeness or acceptance of a repair order.

Terms and information confirmation

We email the receipt information and applicable Terms of Service. If the problem, warranty declaration or documents are missing, the job remains on hold. We do not start diagnosis or repair when the customer declines the applicable terms.

Warranty verification or estimate

Manufacturer warranty claims require acceptable proof of purchase linked to the instrument, normally by matching serial number. Non-warranty work is handled through an estimate where applicable.

Approval and payment

Estimate approval is a separate authorisation to proceed with the quoted work. Paid repair normally begins after approval and receipt of the required payment. Payment may be made through the stated available methods, including bank transfer where offered.

Repair, testing and calibration

Approved work is carried out subject to technical feasibility and parts availability. The actual outcome may reveal additional faults; we will seek further approval if the agreed scope or cost must materially change.

Collection or dispatch

When the instrument is ready, we provide collection or dispatch information. Return freight, insurance and related charges are payable by the customer unless expressly included in writing.

Warranty documents must identify the instrument

An invoice without the serial number may not establish that it relates to the instrument received. We may request another verifiable document or confirmation from the manufacturer/dealer. Until eligibility is confirmed, the job will not be processed as warranty service.