Our Repair Process

How to Send Your Equipment for Repair:

1. Complete the Repair Form: Fill out our online repair form.
2. Print and Post: Print the completed form and shipping label. Package your equipment and the form, then post it to our Fixation workshop.
3. Drop-off Option: Alternatively, drop off your equipment at one of our 15 Wex Photo Video/Fixation stores. Please note a £25 admin fee applies for repairs dropped into a Wex Photo Video store, which is deducted from the total repair cost if you proceed with the repair.

Important Note: Please only send accessories directly related to the reported fault.

What Happens Next:

• Equipment Receipt: Upon receiving your equipment, we’ll log it into our system, noting the specific issue or service request.
• Online Tracking: You’ll receive an email with a link to our online tracker, where you can monitor the progress of your repair.
• Repair Estimate: For chargeable repairs, we’ll inspect your equipment and send you an estimated cost via email. Our repairs start at £144 (including VAT) and cover parts and labour. Please check your spam folder for any missed emails. You can review and approve or decline the estimate online.
• Repair Completion: Once your repair is finished, you’ll receive an email with a payment link. After payment, we’ll ship your equipment back to you via courier.
• Sensor Clean: For sensor cleaning services, we’ll clean your equipment externally and perform a thorough sensor cleaning and testing. Upon completion, you’ll receive an email with a payment link. Once payment is processed, we’ll ship your equipment back to you.

Note: If the estimate is declined or repair isn’t possible, we’ll send a link to pay for return shipping.

If we cannot repair your equipment in-house, we will subcontract the repair to the manufacturer. Our team will contact you for approval and to get a deposit payment.