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Warranty & Repairs Procedure

Warranty & Repairs

New products are covered by the manufacturer's warranty. Norwich Cameras does not provide the warranty itself, but we are committed to making sure you are supported if anything goes wrong: we handle the claim for you and see it through to a repair.

1. The manufacturer's warranty

The warranty period and terms are set by the manufacturer and vary by brand and product. Many of our products are sourced from Hong Kong and intended for international markets. In most cases the manufacturer will still repair a faulty item under warranty. Occasionally, a manufacturer's UK service centre may decline a repair because the product was supplied for another market.

2. Our support commitment

If the manufacturer's UK service centre will not carry out a warranty repair, we will still make sure the fault is put right, for the manufacturer's warranty period. Depending on the product, we will arrange one of the following:

  • Return of the product to Hong Kong for repair under the manufacturer's warranty there
  • Repair by our independent repair centre in the UK, using genuine or equivalent-quality parts
  • Repair at the manufacturer's service centre, with the cost paid by us

Where the fault is a manufacturing defect, there is no charge to you. If a repair is not possible or economical, we will offer a replacement or refund in line with your statutory rights.

3. What is covered

Covered: faults in materials or workmanship that appear under normal use, as defined by the manufacturer's warranty.

Typically not covered:

  • Accidental damage, including drops, impacts and cracked screens or lens elements
  • Water, sand, moisture or corrosion damage (unless the product is sold as weather-sealed and was used within its rating)
  • Damage from incompatible batteries, chargers or accessories
  • Wear and tear, cosmetic marks, and consumable parts such as batteries, eyecups and rubber grips
  • Faults caused by repairs, modifications or firmware not carried out or approved by us or the manufacturer
  • Loss or theft

4. How to make a claim

Please contact us rather than the manufacturer directly, so we can manage the claim for you.

  1. Email our customer service team at team@norwich-cameras.co.uk with your order number, a description of the fault and, where possible, photos or a short video.
  2. We will confirm the next steps.
  3. Pack the item securely with all accessories relevant to the fault, and include a note with your order number and a description of the problem.
  4. Remove memory cards and back up any images or data. We cannot be responsible for data lost during repair.

5. Assessment by the manufacturer

In the first instance you send the product to the manufacturer's authorised service centre. They inspect it to confirm whether the fault is a manufacturing defect or has been caused by use, damage or another excluded cause. If it is a manufacturing defect, they will normally repair it under warranty. If they decline for market reasons, our support commitment in Section 2 applies. We keep you updated throughout.

6. If the fault is not covered

If the fault is found to be caused by damage, misuse or another excluded cause, we will tell you what was found and provide a repair quote. You can then choose to:

  • Accept the quote and have the repair carried out, or
  • Decline the quote and have the item returned to you unrepaired

7. Who you are dealing with

Products on norwich-cameras.co.uk are sold by Futronix Electronic Limited, Hong Kong. Neat Commerce Limited handles customer service, returns and warranty claims on its behalf in the UK. Contact: team@norwich-cameras.co.uk · 01603 340727 · Unit GF3 Crafton House, Mentmore Way, Poringland, Norfolk, NR14 7XP