All new products are supplied with a minimum 12-month part and labour guarantee, which starts from the day of delivery.
In the event of a fault within the guarantee period.
We recommend that you check all connections to and from the device, fuses, and batteries, and also consult the instruction manual which is provided with your product, there is normally a troubleshooting section that often resolves what was thought to be a problem.
If the problem persists, please contact us for further advice or to arrange service on 0116 2785033. If you are having trouble using or understanding your appliance, don’t hesitate to contact us as many problems can be easily resolved either over the phone or in-store. We also offer an in-home tutorial service where needed, please refer to the tutorial section below.
In the event of a fault outside the guarantee period.
If a fault occurs after the manufacturer or extended warranty period we can offer you a chargeable repair service.
We recommend that you check all connections to and from the device, fuses, and batteries, and also consult the instruction manual which is provided with your product, there is normally a trouble-shooting section that often resolves what was thought to be a problem.
If the problem persists, please contact us for further advice on 0116 278 5033.
Service charges and call-ou fees per hour or part thereof.
Faults within the guarantee or warranty period
Products that are faulty and brought into our service department will normally be repaired without additional charge if it is covered under the terms of the guarantee/warranty. However, in the event that a House call is requested to collect and return the product which the manufacturers consider to be easily transportable, such as recorders and TVs with screen sizes up to and including 32”, a small fee* may apply towards transport costs.
Quotes for insurance purposes
We will gladly provide a repair cost quotation for insurance purposes for a fee of £50 inc VAT, however, this charge is refundable against the purchase cost of the replacement product should you choose to purchase it from us. Just take your faulty product to our Blaby Road workshop for inspection
We appreciate that for some, difficulties regarding the use of your equipment may be experienced due to unfamiliarity with its operation or the degree of complexity involved. For the most part, these problems can be resolved either with a visit or a phone call to the shop from which you purchased the equipment.
However, from time to time this may not be sufficient and for this reason, we offer one In-home-tutorial visit for a nominal fee. £30 if under guarantee or £50 if not.
The small print
The above prices are very competitive and reflect the professionalism of Lord's approach to service. For any repair cost that we consider may be excessive, we will contact you before we continue with the repair, this is dependent on many factors including the age and condition of the item being repaired. All repairs are guaranteed for 3 months for the same fault, excluding cleaning. All repairs are carried out within RETRA's code of conduct. All fees are payable at the time of callout or booking and all further fees are payable on completion. If for any reason the repair can not be completed i.e. spares not being available or we consider the repair uneconomic, the inspection fee or field visit charge is not refundable. We reserve the right to refuse any repair where previous attempts have been undertaken or the item has multiple faults or is in a dirty or unsafe condition.
Our Service arrangements do not affect your statutory rights.