Returns and Repairs
To request the return of any item purchased from Tukans, please download our RMA FORM.
The same form can be used for:
Dead on arrival (DOA)
No longer required items
Completed forms are to be submitted to email@example.com for approval.
Tukans offers a repair service for all of the products that it distributes. Some of this post sales support is carried out by CUK Group’s staff at our location in East Kilbride and others by the manufacturer or their nominated service agent. CUK Group works hard to facilitate repairs quickly and efficiently. There are however some occasions where this is not possible and the product needs to be returned to the manufacturer – if this is the case we will advise before taking that course of action.
WARRANTY REPAIRS PROCEDURE
If your product has a manufacturing defect / fault and is within its warranty period, Tukans will repair and return your product to you free of charge, although you are responsible for the freight cost to return the item. To use this service, proof of purchase must be provided for the product(s) in question and submitted with your RMA form. This can be the Tukans invoice or the invoice from the reseller / integrator that supplied the item.
Once the items are received by Tukans, you will be sent a diagnosis of the fault (and confirmation regarding the validity of a warranty claim) and the required corrective action. If the item is under warranty and the parts are available from stock then the item will be repaired and passed to our shipping department for return to you. If the parts have a lead time / the claim is non warranty / or the item needs to be returned to the manufacturer then you will be advised of this at this point.
NON WARRANTY REPAIRS PROCEDURE
Once an item has been received, we will assess your product and you will receive a diagnosis of the fault and where possible a quotation for the repair.
Each non-warranty repair will incur the following charges as standard:
An inspection fee of £20.00 (ex. VAT) for each item.
A quotation will then be issued for the repair of the item either by Tukans or the manufacturer, depending on the work required.
Please note that no work will be carried out, and no parts will be used or ordered until we have written authorisation from you to go ahead with the repair and acceptance of the quotation we have supplied.
A £10 return carriage charge (to any address on the UK mainland).
A £20 return carriage charge (to any address in Northern Ireland).
A £30 return carriage charge (to any address in Republic of Ireland).
Please note that all products must be returned to Tukans for inspection before we are able to advise regarding the fault and thus provide a quotation.
OVER ORDER / NO LONGER REQUIRED ITEMS
Please note that returning goods for credit may incur a re-stocking charge of 15-40% of the value of the goods depending on the reasons for return and condition of the goods the restocking charge will be advised at the point of accepting the return. This charge may be reviewed once the goods are received at Tukans if they are not in the condition that you have described.