Returning Items to Hiden Analytical
For the attention of : Service Department,
Hiden Analytical Ltd.,
420 Europa Boulevard,
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.
For customers outside of the EU.
Your Export Documentation
If you are sending equipment for to be repaired or upgraded, which we will then return to you, write the following clearly on your export documents : “Attention to Customs – Goods of UK Manufacture, temporarily returned to the UK for repair.” Email the customs clearance request to Accounts, and email . Also include a Declaration of the value of the goods. We will quote this on the Export documentation when the goods are returned, to avoid problems with Customs clearance at the port of re-entry.
If you are sending back equipment that we have already replaced or have loaned to you, write the following clearly on your export documents : “Goods of UK manufacture, permanently returned to the UK.” Email the customs clearance request to Accounts, and email . Also include a Declaration of the value of the goods. This should be the same value as on our export documents when we sent the equipment to you.
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.
When you send equipment to us, you are responsible for insuring the equipment. Ship your items “CIF” (cost, insurance, freight). Insure it for the full replacement value. If we agree with you (as set out in our Repair Quotation) that we will send the equipment back to you “Ex-works” or “FOB”, you are responsible for insuring the equipment. Insure it for the full replacement value. If we agree to send the equipment back to you “CIF”, it is covered by Hiden Analytical Limited’s insurance.
If we agree with you (as set out in our Repair Quotation) that you will send your equipment to us for a Warranty repair, you are responsible for the shipping costs to the Hiden factory. When we send the equipment back to you, Hiden Analytical Limited pays the return shipping costs for warranty repairs. For Other Repairs, you are responsible for the shipping costs both ways, for the cost of repairs (as set out in our Repair Quotation) and for any other import/export clearance charges.
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.
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.
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.