Returns & Calibration Policy

Last updated: November 2026

This policy explains how to cancel an order, return equipment, make a warranty claim, or send equipment to us for calibration or repair. It forms part of our Terms & Conditions.

Before you send anything to us, please email info@classltd.com. We will give you a reference number and tell you exactly what paperwork is needed. Equipment that arrives without a reference number may be delayed.

1. Calibration services

To keep your Class Instrumentation equipment accurate and within specification, our units need to be calibrated by us every five years. We can also repair and service all our units.

  • Booking: email us with the model and serial number of your equipment. We will send you a quote and a Calibration Reference Number.
  • Turnaround: standard calibration usually takes 3–5 working days from when we receive the unit, not including shipping time. A faster service may be available on request, at an extra charge.
  • Fees: calibration prices vary by model and are confirmed in your quote. The calibration fee and return shipping must be paid in full before the equipment and its calibration certificate are sent back to you.

2. Sending equipment to us from outside the UK

If you are sending equipment to the UK for calibration, repair or a warranty claim, it needs the correct customs paperwork. Otherwise UK customs may charge import duty and VAT, or hold the shipment.

  • Talk to us first. We will confirm the correct customs procedure and wording for your shipment.
  • Your commercial or pro forma invoice should usually state that the goods are being sent to the UK temporarily for repair or calibration and will be returned to you. It should also include your reference number, the serial number and a realistic value for customs purposes.
  • Your courier or freight forwarder can also advise on the export paperwork needed in your own country.
  • You are responsible for the cost of sending equipment to us, including insurance and any charges in your country. If UK duties or charges arise because a shipment was not declared correctly, we will pass these on to you.
  • Once the work is complete, we return the equipment using our carriers (such as DHL, FedEx or UPS). Return shipping is added to your invoice, unless the work is covered by warranty.

3. Cancelling an order

  • Business customers: you can cancel an order free of charge at any time before it is dispatched. After dispatch, all sales are final, except where the Goods are faulty or we have sent the wrong item (see section 4).
  • Consumers: if you bought online or by phone or email, you have the right to cancel within 14 days of receiving the Goods, without giving a reason. To cancel, email us within that period. You must return the Goods within 14 days of telling us, unused and in their original condition. You are responsible for the cost of returning them. We will refund the price you paid, including standard delivery costs, within 14 days of receiving the Goods back. We may reduce the refund if the Goods have been handled more than was needed to inspect them. This right does not apply to Goods made or configured to your specification.

4. Wrong or damaged items

If we send you the wrong item, or your order arrives damaged, please tell us within 14 days of delivery. We will arrange a replacement, a repair or a refund, and cover the cost of returning the item to us.

5. Condition of returned Goods

Any agreed return must be sent back in its original packaging if possible, with all accessories, manuals and calibration certificates. We may refuse a refund or credit, or reduce it, for Goods showing signs of use, wear or modification, except where they are faulty.

6. Warranty claims

Our main products carry a three-year warranty and accessories a one-year warranty, from the date of dispatch. If you think your equipment has developed a fault:

  1. Email our technical team at info@classltd.com with the model, serial number and a description of the problem. We will try to solve it remotely first.
  2. If the equipment needs to come back to us, we will issue a Return Merchandise Authorisation (RMA) number.
  3. Send the equipment to our London facility, following the guidance in section 2 if you are outside the UK.
  4. If the fault is covered by the warranty, we will repair or replace the equipment and pay to send it back to you. If it is not covered (for example, accidental damage or fluid ingress), we will send you a repair quote before doing any work.

If you are a consumer, this warranty is in addition to your legal rights. If Goods are faulty, you may be entitled to a repair, replacement or refund under the Consumer Rights Act 2015.

7. Our address for returns

Class Instrumentation Ltd, 837 Garratt Lane, London, SW17 0PG, United Kingdom
Email: info@classltd.com | Tel: 020 8333 2288