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Returns

 Returning Items to Hiden Analytical

Address:

For the attention of : Service Department,
Hiden Analytical Ltd.,
420 Europa Boulevard,
Warrington
Cheshire
WA5 7UN,
England

Contacts

Telephone : +44 (0) 1925 445 225
Fax : +44 (0) 1925 428 099 or 416 518
E-mail : your Sales or Service Contact, or email  


General

You should return equipment to Hiden for repair only after agreeing this with the Hiden Analytical Service Team. If you ask, we will issue you with an RMA number (SR No.####) to cover the returned items.

All customers outside of the UK

Your Export Documentation

Repair/Refurbishment (Upgrade is considered a new product by HMRC)

If you are sending equipment for to be repaired or refurbished, which we will then return to you, you will need to ensure that you put the following information on your commercial invoice.

  • An invoice address – this should be your company name and address.
  • The delivery address per the above address for returning equipment.
  • A proper description of the goods being returned i.e. [DESCRIPTION OF ITEM] returned for repair/refurbished.
  • A value for customs of the goods. To make sure the goods are fully insured this should be the full value of the goods. We will state the same value on the  Export documentation when the goods are returned. This should help to avoid problems with Customs clearance at the port of re-entry.
  • “Attention to Customs: Goods of UK Manufacture, temporarily returned to the UK for repair.”
  • “Email the clearance request to Accounts Department at
  • Shipping Terms: DAP
  • HS Code: 9027.90 (for parts) 9027.81 (for a full system return)
  • Country of Origin of Goods: UK
  • If possible, also please include our RMA/SR number as it will help us to identify your shipment more easily when it is received.

Additional Information that you will require:

  • Our IPR Code: IP/0923/424/26
  • Our CPC Code: 5100000
  • Our EORI: GB373316948000
  • Net and Gross Weight of Goods

Hiden Service Engineer action – when made aware/advised by a customer that a C101 return (temporary return and repair) is to be shipped, please e-mail Accounts Department on so that the necessary steps can be taken for the correct clearance procedures to be instigated. Please scan all the return paperwork from the customer that is included in the package with the goods or in the wallet attached to the goods– including the invoice and air waybill – and add it to the SR folder.

Permanent Return

If you are sending back equipment that we have already replaced or have loaned to you, you will need to ensure that you put the following information on your commercial invoice.

  • An invoice address – this should be your company name and address.
  • The delivery address per the above address for returning equipment.
  • A proper description of the goods being returned i.e. [DESCRIPTION OF ITEM] permanently returned to the UK.
  • A value for customs of the goods. To make sure the goods are fully insured this should be the full value of the goods. We will state the same value on the  Export documentation when the goods are returned. This should help to avoid problems with Customs clearance at the port of re-entry.
  • “Attention to Customs: Goods of UK Manufacture, permanently returned to the UK.”
  • “Email the clearance request to Accounts Department at
  • Shipping Terms: DAP
  • HS Code: 9027.90 (for parts) 9027.81 (for a full system return)
  • Country of Origin of Goods: UK
  • If possible, also please include our RMA/SR number as it will help us to identify your shipment more easily when it is received.

If you are struggling with how to make the return then please contact . We will endeavour to provide assistance. We have also created template invoices for each type of return. They are attached to this document. They are only intended as guidance. Your country of origin may have other rules covering temporary or permanent export of equipment. Your Carrier or Courier will be able to advise you about these.

Return for repair invoice

Permanent return invoice 

Shipping Costs, Terms and Insurance

The shipment from you to Hiden

  • When you send equipment to us, you are responsible for the shipping costs and for insuring the shipment. Please ship DAP.
  • Further to the above please insure the shipment for the full value of the equipment.
  • In the event that you are unable to ship DAP and require Hiden to assist with the return, then Hiden reserves its right to pass on the costs of shipping and insuring the shipment.

The shipment from Hiden to you

For Warranty Repairs:

  • At its discretion Hiden will cover the costs of shipping and insurance.
  • Unless agreed otherwise, shipping terms will be DAP.

For Non-Warranty Repairs:

  • If the shipment is Ex Works please insure the shipment for the full value of the equipment and NOT just the agreed repair costs.
  • If the shipment is DAP then Hiden reserves its right to pass on the costs of shipping and insuring the shipment.
Health and Safety

We need to know if the equipment is safe for us to handle. It may have been used in places where it has been in contact with substances or with radiation that could be harmful. Click here to download the Contamination Status of Returns form. Fill it in and return it to us – if possible before you ship the items – or it will delay the start of work on your equipment until we have checked for any health hazards or risks.

Packaging

View our packing guide. Pack the equipment securely to avoid damage in transit. Wrap each Electronics unit in shock absorbing material such as bubble-wrap or foam. Put them into a box or crate large enough to leave plenty of room on all sides and between the items. Pack the spaces with more bubble-wrap or foam.

Seal each item of Vacuum Equipment inside a stainless steel housing or a “low-plasticizer” plastic bag so that all surfaces normally exposed to vacuum are protected and kept clean. Ask your Sales or Service contact at Hiden Analytical to send you a housing to fit the equipment for extra protection from damage. Wrap each item using plenty of bubble-wrap or foam and put it in its own, close fitting, box. Pack these boxes into a larger box or crate large enough to leave plenty of room on all sides and between the items. Pack the spaces with mode bubble-wrap or foam.

Repairs

On arrival at Hiden, we will inspect the condition of your equipment. The items you sent us will be checked and listed. We will tell you if any items have been damaged during shipping. We will assess, repair and return your equipment as quickly as possible.

Warranty Repairs: We will assess and repair equipment free of charge if it is under Warranty cover.

Non-Warranty Repairs: You will be asked to pay the costs of labour and equipment for our assessment and repair of equipment not covered under Warranty. There are some standard charges for routine repairs; these are linked to the type of equipment being repaired. Usually, we will quote for repair costs after the assessment has been carried out. We may offer you a choice of repair options for you to agree. Sometimes we are able to quote for repair costs before you send the equipment back to us, if we know already what work is required.

We will begin repair work only after you have sent us a Purchase Order. The Purchase Order must cover the full costs of our assessment and for any repair work for which we have quoted and for the return shipping costs.

If we find that additional work is required as part of the repair, we will send you a revised quote for the extra costs. You must approve this extra work before it is carried out. If we need to carry out repair work to bring the equipment back into working order so that it can be assessed, we will add these costs onto the costs of the assessment. We will keep this extra work to a minimum.