What do I do if my product develops
Please see our Frequently Asked Questions area 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 whom it was purchased. FAQ section.
If you do wish to contact us regarding a faulty product, please do so by emailing email@example.com or telephoning 01707 329999.
When dialing the number you will be directed to choose from five different options. Please choose option 2 for Servicing and Repairs and one of our advisors will answer your call. You may also send an email enquiry to the addresses listed above.
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?
There are two possible ways to return a product to us. Our customers generally find that the most convenient (and cheapest) method for them is to take it back to their retailer from whom it was purchased. Alternatively, you can return it directly to us either by courier or post. You should complete our online Customers Repair Form by following the link below. Once the form is submitted you will receive a confirmation email with a RMA number. Print a copy of this email confirmation and include it with the item to be returned. If you do not have a printer available quote the RMA number in a covering letter. Alternatively, if you prefer not to use our automatic online form then please enclose a cover letter giving your full contact details and a brief description of the fault. Which ever method is used, if the item is under warranty a copy of your proof of purchase receipt should also be enclosed. We recommend using Royal Mail Special Delivery as this is a ‘signed for’ service that includes insurance. 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.
- Complete form online using the link above.
- Print copy of confrmation email with RMA number and include it in your returns package. If you do not use our online system then include a cover letter with details as listed above.
- Include a copy of your sale receipt if item is under warranty. For firmware updates related to new camera releases, a copy of the camera proof of purchase/sales receipt must be included. For sd Quattro sensor cleaning, please provide copy of purchase/ sales receipt.
- Ship in secured packaging using an insured/tracking method or provide to your authorised SIGMA UK reseller to send on your behalf.
Our postal address is:
Sigma Imaging (UK) Ltd
1 Little Mundells
Welwyn Garden City
If possible, please provide an email address as this will allow us to acknowledge receipt of your product by email, otherwise we will post you a letter of confrmation of receipt,including a unique reference number which you should keep in case you need to contact us regarding the repair.
How much will it cost?
If the product is still within its 1 year manufacturers warranty (or 3 year extended UK warranty*) the repair will be free of charge. If however the product is outside of the warranty period, or the fault is not covered by the warranty, we will raise an estimate on inspection of your product. 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, however this will incur a small charge (see service tariffs for details) which covers admin and 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.
Please allow 2-3 weeks for the repair. In the unlikely event it exceeds this, please contact us with your reference number for further details.
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 and filter thread size, and a full description of the fault.
*3 year UK warranty on lenses is subject to terms and conditions. A £5 postage charge is applicable to lenses covered by this warranty.