Repair Policy
(For Service, Inspection and Chargeable Repairs)
This Non‑Warranty Repair Policy applies to all Traction Chargers products submitted for inspection or repair outside standard warranty terms. By submitting a unit to Traction Chargers, you agree to the conditions set out below. These terms ensure we provide a consistent, professional service while minimising disruption to your business.
1. Submitting a Repair Request
1.1 Customers must complete the Service & Repair Form available at: https://tractionchargers.com/service All fields must be completed before a unit is accepted for processing.
1.2 Units must be shipped at the customer’s expense, safely packaged, and clearly labelled with the Traction Chargers Service Department address. Traction Chargers is not responsible for goods delivered to an incorrect address or for arranging onward collection.
1.3 Customers must ensure they have full authority to approve inspection fees, chargeable repairs, and return‑shipping costs.
2. Shipping, Packaging and Liability
2.1 Customers are responsible for ensuring the unit is packaged securely for transit. Traction Chargers accepts no liability for damage caused by inadequate packaging or courier mishandling prior to arrival.
2.2 For outbound shipments, Traction Chargers insures units for transit damage. Any damage must be reported within 48 hours of delivery so that a courier claim can be raised. Traction will assist with the claim process.
2.3 International shipments: Customers outside the UK must ensure all export documentation clearly identifies the shipment as a return for repair. Traction Chargers is not liable for import duties, taxes, or charges arising from incorrect or incomplete documentation.
3. Inspection, Assessment and Quotation
3.1 Upon receipt, Traction Chargers will notify the customer by phone or email.
3.2 Traction may contact the customer to verify contact details and confirm the authorised approver for chargeable works.
3.3 All non‑warranty repairs are subject to an inspection fee, payable whether or not the repair proceeds. Where a repair is approved, the inspection fee may be deducted from the final repair cost.
3.4 A formal quotation will be issued by email. No chargeable work will be carried out without prior written authorisation.
3.5 Quotations are valid for 21 days. A purchase order or payment must be provided within this period.
4. Non‑Response and Unclaimed Units
4.1 Traction Chargers will hold units awaiting authorisation for 21 days. During this period, Traction will make reasonable attempts to contact the customer.
4.2 If no authorisation or instruction is received within 21 days, the unit will be classed as unclaimed.
4.3 Unclaimed units may incur storage fees. If the unit remains unclaimed after 60 days, Traction Chargers may dispose of or scrap the unit at its discretion.
4.4 Where possible, Traction will attempt final contact before disposal. However, explicit written confirmation is not required once the 60‑day period has elapsed.
5. Repair Process
5.1 Once authorised, Traction will carry out the agreed repair, subject to parts availability.
5.2 Some units may be deemed uneconomical to repair or beyond repair. In such cases, a report will be issued and the customer may choose return or disposal.
5.3 After repair, the unit will undergo electrical testing and functional verification before dispatch.
6. Return Shipping
6.1 Units will be returned using Traction’s courier unless the customer requests to use their own courier. Customers using their own courier must notify the Service Team in advance.
6.2 Return shipping costs are chargeable for all non‑warranty repairs and for units returned without repair.
6.3 International returns: Shipments sent outside the UK may be subject to local import duties or taxes. These charges are the responsibility of the customer.
7. Repair Warranty (Parts Only)
7.1 Parts replaced during a chargeable repair are covered by a 6‑month repair warranty.
7.2 This warranty applies only to the specific parts replaced, not to the entire unit.
7.3 The repair warranty excludes:
Misuse or abuse
Incorrect installation
Environmental or ingress damage
Wear‑and‑tear items (including lead sets)
Operation outside specification
7.4 Replacement parts may be new or refurbished. The repair warranty does not extend or restart any original product warranty.
8. General Conditions
8.1 By submitting a unit for non‑warranty repair, the customer accepts responsibility for inspection, repair, parts, and return‑shipping costs once a quotation has been approved. No chargeable work is undertaken without the customer’s prior written authorisation.
8.2 Traction Chargers reserves the right to refuse repair where safety, compliance, or component availability prevents a satisfactory outcome.
8.3 Traction Chargers may decline repairs where international transport regulations, dangerous‑goods restrictions, or compliance requirements prevent safe shipment or return.
9. Contact
For all repair enquiries, please contact: Traction Chargers Service Department service@tractionchargers.com