If an Access TEC device is no longer working as expected, our Support team will first try to diagnose and resolve the issue remotely.
Please do not return equipment without first contacting Access TEC and receiving a case number and confirmation that an RMA is required.
To begin the process, raise a case through the Customer Success Portal or contact the Access TEC Support team on 01509 273596.
Warranty repairs
Where a device is within its warranty period, most confirmed hardware faults will be repaired or replaced free of charge.
Warranty cover applies to faults caused by hardware failure. Damage caused by misuse, accidental damage, incorrect storage, liquid ingress, unauthorised modification or normal wear and tear may be treated as a chargeable non-warranty repair.
We will confirm whether the repair is covered under warranty following inspection of the equipment.
Out-of-warranty and non-warranty repairs
The following charges apply where:
• the device is outside its warranty period;
• the fault is not covered by the warranty;
• the equipment has been accidentally or deliberately damaged; or
• the customer has requested refurbishment or reprogramming.
Device repair pricing
Service | What is included | Price |
Standard device repair | Diagnosis, cleaning, software update and repair. Includes replacement charging port and battery where required. Also applies where the device is assessed as beyond economical repair. | £39.00 |
Device repair with new casing | Standard repair service plus replacement casing. | £44.00 |
Full device refurbishment | Replacement of all required components and accessories. | £52.00 |
Return and collection options
Access TEC collection service — £15.00 per collection
Access TEC can arrange collection of packaged equipment from a UK mainland address.
The customer must ensure that:
• all equipment is securely packaged;
• the parcel is ready for collection on the agreed date;
• somebody is available to hand the parcel to the courier; and
• the RMA form and relevant case number are included.
Where a collection is missed because the goods are not ready, unavailable or incorrectly packaged, an additional £7.00 collection charge will apply to rebook the collection.
The collection price applies per collection, rather than per individual device, subject to the agreed number, size and weight of parcels.
Access TEC shipping label only — £11.00 per shipment
Access TEC can provide a DPD shipping label for the return.
The customer must either:
• arrange collection directly with DPD; or
• take the packaged equipment to an eligible DPD drop-off location.
The equipment must be securely packaged and the supplied label must be clearly attached.
Customer-arranged return
Customers may arrange and pay for their own tracked and insured shipping to:
Access TEC
Home Ground Barn
Pury Hill Business Park
Nr Alderton
Towcester
NN12 7LS
Access TEC cannot accept responsibility for equipment that is lost or damaged before it is received at our premises.
Return of repaired equipment
Standard shipping of repaired or replacement equipment back to the customer is free of charge to UK mainland addresses.
Additional charges may apply to expedited deliveries, international destinations, offshore locations or other locations outside the standard UK mainland delivery area.
Any additional charge will be confirmed before dispatch.
RMA process
1. Contact Access TEC Support and obtain a case number.
2. Complete the RMA form provided by the Support team (download here)
3. Securely package the equipment and include the completed RMA form inside the parcel.
4. Return the equipment using one of the available shipping options.
5. Access TEC will inspect and diagnose the equipment.
6. We will repair, replace, refurbish or return the equipment as agreed.
7. The repaired or replacement equipment will be shipped back to the customer.
Repair timescale
Access TEC aims to repair or replace equipment within 10 working days of receiving it.
The timescale begins when the equipment and all required RMA information have been received. It may be extended where:
• additional information or approval is required;
• replacement components are unavailable;
• the equipment has extensive damage;
• the returned equipment does not match the RMA request; or
• the device is assessed as beyond economical repair.
We will advise the customer where a delay is expected.
Important information
Secure packaging
The customer is responsible for ensuring that equipment is appropriately packaged for transport. Access TEC is not responsible for damage caused by inadequate packaging.
Where possible, devices should be returned without unnecessary accessories unless those accessories are believed to be connected to the fault.
No fault found
Where testing does not identify a hardware fault, Access TEC may return the device without repair. A diagnostic or carriage charge may still apply where the device is outside warranty or the reported issue is not covered by warranty.
Beyond economical repair
If a device cannot be repaired safely or economically, it will be classified as beyond economical repair, or BER.
Access TEC will advise whether the device can be returned, responsibly disposed of or replaced. Replacement equipment is not included in the standard repair price unless separately agreed.
Unclaimed equipment
Where Access TEC requests instructions, approval or payment and receives no response, we may retain the equipment for a defined period before returning or responsibly disposing of it. Any applicable carriage, storage or disposal charges will be confirmed in advance.
Pricing terms
• All prices are inclusive of VAT.
• Prices apply to standard Access TEC equipment unless otherwise stated.
• Replacement devices are not included in the repair prices.
• Non-standard parts, extensive damage or specialist repairs may be quoted separately.
• Prices may be reviewed and amended periodically.
• A purchase order or other written approval may be required before chargeable work begins.
• Any additional costs will be confirmed before work is completed.