REPAIRS AND SUPPORT
What do I do if my product develops a fault?
Please see our frequently asked questions for possible solutions to any problems you may be experiencing. If your product has developed a physical fault, it will have to be returned to us or the retailer from where it was originally purchased.
If you do wish to contact us regarding a faulty product or technical issue, please do so by emailing firstname.lastname@example.org or telephoning 01707 329999 (option 2 for Service).
Please provide as much information as possible, such as the exact product model including any details on the product such as aperture and filter thread size, and a full description of the fault.
How do I return a product?
Our customers generally find that the most convenient method to return a product for repair is to take it back to the retailer from where it was originally purchased. You can also directly send a repair to us by completing our online Repair Request Form.
1. Complete the Online Repair Request Form.
2. Print copy of confirmation email with the supplied RMA number and include it in your returns package.
3. Include a copy of your sales receipt/proof of purchase if the item is within warranty.
4. Ship your item to us to the address below using an insured and tracked delivery service or via an authorised SIGMA UK reseller who can send it on your behalf.
We also offer a repair collection service for £28 (UK mainland only). Collections are handled by DPD and insured up to £5000. To use this service, please call us on 01707 329999 or email email@example.com after completing the Online Repair Request Form.
Our postal address is:
Sigma Imaging (UK) Ltd
1 Little Mundells
Welwyn Garden City
If you prefer not to use our Repair Request Form online, then please send your product to us directly with a cover letter including your full contact details, email address and a brief description of the fault. Then follow steps 3-4.
Once your parcel has been received, we will send an acknowledgement receipt by email or by post if an email address has not been provided. You will be sent a unique reference number in case you need to contact us regarding the repair. Please note that all non-Sigma packaging will be discarded at the time of opening your parcel and that all equipment we return will require a signature for delivery.
How much will it cost?
If the product is still within its 1-year manufacturer warranty (or 3-year extended UK warranty*) the repair will be free of charge. If the product is outside of the warranty period, or the fault is not covered by the warranty, we will raise an estimate upon inspection. The repair collection fee will be added to this estimate or sent separately if the product is within warranty. A repair will not be carried out until we receive confirmation that you are happy to proceed.
If you refuse the estimate, we will return your product un-repaired, which will incur a small charge that covers admin fees and the return postage costs. We therefore recommend looking at our service tariffs which indicate our standard charges. All standard charges include parts, labour, return postage and VAT. Subject to inspection.
Do I need to contact you before returning a product?
Generally, there is no need to contact us prior to returning your faulty product.
If you do wish to contact us regarding a faulty product, please do so by emailing firstname.lastname@example.org or telephoning 01707 329 999. Please provide as much information as possible, such as the exact product model including any details on the product such as aperture or filter thread size and a full description of the fault.
*3 year UK warranty on lenses is subject to terms and conditions.