Standard Terms and Conditions


Complete and print the online ‘Repair Request Form’ ( you may want to print a second copy to keep).

  • Provide the product details and a full fault description.
  • Please ensure that all fields are completed including full contact details (with e-mail address). This will enable us to make contact with you if we should require additional information or to notify you of estimate or repair completion. Please retain a copy for your reference. Your personal details will only be used for the purposes of contacting you regarding your repair, including any required financial transactions. This would only be by DK Audio Visual Services Ltd. In the case of a warranty repair, your details will be passed on to the product manufacturer.
  • Your details will not be passed to any other organisation without your permission. 
  • Please be advised that we will report and pass on to the police or authorities any recorded footage on your product, the content of which is found to be of a nature that we believe may be illegal.

Send the Product to Us for Repair

To avoid damage occurring during transportation, please ensure that your product is securely wrapped. We recommend that you wrap some bubble-wrap around the item or items, then pack them in a sturdy box with polystyrene chips or other suitable packing material to avoid movement within the box, preferably to a thickness of 1-2 inches all around. Secure fast with adhesive tape.

Please do not send any batteries or accessories with your camera, unless specifically requested to do so.

PLEASE NOTE: We can only despatch product back to a UK address.

Send your parcel to our repair centre at:

DK Audio Visual Services Ltd
Unit 17 Gatwick Metro Centre
Balcombe Road

Please remember to include a copy of your original purchase receipt. Do not send the original.

Please ensure that you use a suitably secure and traceable means of transportation. We suggest carriers such as Royal Mail Special Delivery, Parcelforce, CityLink or other reputable transportation company which provides parcel tracking

If the repairs to your product are covered under the terms of the warranty, a repair will be completed within our target turnaround of 10 days subject to spares availability however we cannot guarantee a completion date.

If the problem is found to be one that is not covered under the terms of the warranty (i.e. physical damage), or if the unit is found to be one that does not qualify for repairs under the warranty, an estimate will be raised and provided to you by letter or e-mail.

For all warranty repairs, please ensure that your product is eligible before sending.

Returning product for estimate – Out of warranty repairs

Upon receipt of your product an estimate will be raised and provided to you by letter or e-mail.

If there is no fault apparent, we will contact you to arrange return at your cost.

Once an estimate is accepted we require payment in full then we will endeavour to complete the repair within 10 days subject to spares availability, however we cannot guarantee a completion date.

Return courier charge applies to all returned chargeable products.

Please note: we do not accept cheques for final payment.

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