Help & Support

1. Acceptance

1. Use of this website, or any other websites or services operated by PiXAPRO LTD/EssentialPhoto & Video are subject to the same terms and conditions and sets out the rights and obligations of you as a user or purchaser ("you") and those of PiXAPRO LTD or EssentialPhoto & Video ("we" or "us") in relation to the products and services owned by us (“PiXAPRO LTD/EssentialPhoto & Video”).
2. Without notice to we reserve the right to: Modify or withdraw this Website (or any part thereof) and/or change the Agreement from time to time, and your continued use will result in acceptance of this change. It is your responsibility to check regularly to determine whether the Agreement has been changed

2. Repair Services

Process

1. Contact our team at info@essentialphoto.co.uk with the info on your item, the issue you're having, plus any relevant images you can provide if there is any visible damage or you can show the issue in images taken with the unit. This info will help our team to try and diagnose the issue and see if it can potentially be repaired.
2. Our team will then get back to you with some information on the potential issue, and will check our parts stock to ensure this is something we'd be able to repair for you.
3. We will let you know how much the repair cost is projected to be. This cost must be agreed on before the unit is dispatched to us.
4. We will provide our address for you to send the item to us. Our technicians will take a look at your item and confirm the fault in person, then it will be repaired.
5. Once it's ready, payment must be taken before it can be dispatched to return to you.

Postage and Returns

Courier insurance can be provided for the item for it's return to you. This may be at or around £10 on top of the standard postage charge. This can be provided at request.

Payment

Please note now that upon acceptance of the estimated cost for this repair case and dispatch of your item, a ticket is set up for this case. This means you are now in agreement that once the item is received with us our team will start work on this immediately and the cost incurred will be paid by yourself once the repair work is complete. We will only repair the part(s) discussed. We will not repair any other part(s) not discussed prior.

If our technicians do find that additional repairs are needed we will inform you before continuing with further work to ensure you are happy to proceed. 

Non-Payment

Payment must be made before the repaired item can be dispatched to return to you.

If payment is not made within three months of the repair being completed, the item will be disposed of appropriately at our team's discretion. 

Third-Party Purchase Repairs

We are able to offer repairs for Godox and PiXAPRO products bought from a different supplier or second-hand, however please note that these will be available on a limited basis.

Warranty Repairs

If any liquid or loose particle (for example sand) is found to have entered device components or an internally sealed system, this condition will void your device warranty. Due to the corrosive nature of both water and particle damage, equipment with these cannot be repaired. 

For further assistance or queries, please contact our team at info@essentialphoto.co.uk. For our full Terms and Conditions, please visit https://www.essentialphoto.co.uk/pages/terms-and-conditions