Help & Support

In the unlikely event that you do have any issues with your item under warranty, EssentialPhoto & Video offers a speedy UK warranty. With our very own in-house repair team based in the UK, any warranty cases will be dealt with faster than most, without the need to be sent overseas. We’ll try our best to make this does not disrupt your business and hope that our products serve you for years to come, making sure any issues are dealt with in a fast and smooth operation, with minimal delays.

For more information on what warranty our items are eligible for, please see the information below.

Please Note: If a Specific Product falls under two or more categories for Warranty, the Warranty Period would be the shortest available period.

*Bag and Case Warranty

We know the small things are important, so we offer 3 months warranty on all PiXAPRO bags and cases. Where our bag/case range is not completely indestructible after use, we do offer a limited warranty on defects in material or workmanship to ensure you are getting the most out of the product.  Damage due to normal wear and tear, the natural breakdown of materials over time, accident, improper care, or negligence is not covered by our warranty. Defects in materials, or workmanship are covered by our 3 month warranty. Zippers and buckles etc are all considered consumable parts and therefore, are expected to naturally deteriorate over time depending on use. Materials refers to the fabric the bag or case is manufactured from.  Workmanship refers to the seams and construction of the bag/case.  Damage due to normal wear and tear such as scuffs, rips and tears, abrasion which occurs over time, deterioration due to UV exposure, misuse (including overloading of the case or bag) and neglect is not covered under our warranty policy.

*Hotshoe Warranty

Please note that the hotshoe is a delicate and high-traffic part. This means that warranty for items with a hotshoe will only cover electrical connection point faults (where the hotshoe connects the unit to the camera) and will not cover any snapping, breakage or loosening of the hotshoe as this is considered damage due to excessive force, incorrect use, or wear & tear.

***Repaired Products

Please note, for any Non-Warranty Repairs for products by EssentialPhoto & Video, this will come with a 1 Month Warranty Period.

Serial Numbers

Electronic equipment available through EssentialPhoto & Video will come with their own dedicated serial number marked onto the unit. This serial number will be used to link an order to a specific unit, which in turn will then be linked directly to the warranty period for that unit.

Please Note: If it is found that the serial number on the unit does not match with our internal system, or any refusal to produce this serial number when requested, the unit will no longer be covered and will be treated as a non-warranty return.

What is Covered?

This warranty covers defects in materials and workmanship in this product.

What is Not Covered?

This warranty does not cover any damage, deterioration or malfunction resulting from any alteration, modification, improper or unreasonable use or maintenance, misuse, abuse, accident, neglect, exposure to excess moisture, fire, improper packing and shipping (such claims must be presented to the carrier), lightning, power surges, or other acts of nature.

Small variations in the appearance or sound of the item you have received, including, but not limited to beeping sounds, background texture and material, unit colour and more, are not covered by our warranty. If the variation does not limit functionality of the item or represent a fault, we are not able to replace or refund this under our policy based on these variations alone as small aesthetic or audible variations may be expected between different batches of equipment produced by manufacturers. 

This warranty also does not cover any damage, deterioration or malfunction resulting from the installation or removal of this product from any installation, any unauthorised tampering with this product, any repairs attempted by anyone unauthorised by EssentialPhoto & Video to make such repairs, or any other cause which does not relate directly to a defect in materials and/or workmanship of this product. Warranty is also void if the product seal has been broken, and the Serial Number & Quality Control labels have been removed.

This warranty does not cover cartons, equipment enclosures, cables or accessories used in conjunction with this product. This warranty does not apply to: (i) cosmetic damage, such as scratches, nicks, stains and dents; (ii) consumable parts, such as batteries, unless product damage has occurred due to a defect in materials or workmanship; (iii) damage caused by accident, abuse, misuse, water (in excess of specifications), flood, fire, or other acts of nature or external causes; (iv) damage caused by service performed by anyone who is not an authorised service provider of SoftBox; (v) damage to a product that has been modified or altered without the prior written permission of PiXAPRO/EssentialPhoto & Video; or (vi) Liquid crystal leakage from an LCD (liquid crystal display) caused by accidental spills or drops. 

The warranty does not cover any consumable products.

PiXAPRO/EssentialPhoto & Video is not liable for any damages resulting from a defect, such as inconvenience, loss of time, loss of use, loss of anticipated profit or loss of revenue because of policies or procedures in place. PiXAPRO/EssentialPhoto & Video are unable to offer any compensation as a result of this.

PLEASE NOTE: Items that are manufactured to order or tailor-made cannot be returned or exchanged unless they are faulty. These products include but are not limited to, all custom-printed products.

Sample Items

For our samples, we offer a three-month warranty policy on the item. This means that if your sample item encounters any issues that were not mentioned in the original listing, then the item will be covered for the period stated. If the issue is as stated on the listing, then this will not be covered. Anything after this will also not be covered. The warranty policy starts from your first day of purchase. The return postage will need to be covered by you if the item needs to be returned. EssentialPhoto & Video will aim to fix the item under the warranty policy, however if the item cannot be repaired, please note we will be unable to offer a replacement, due to the samples being one off. Therefore, we will issue a full refund back to you. The sample items are also covered under a 14 days returns policy where the return postage would also need to be covered by you.

For more information on Ex-Demo, Clearance, or refurbished lighting equipment, please see our warranty policy as shown in the table above.

Who is Covered?

Only the original purchaser of this product is covered under this warranty. This warranty is not transferable to subsequent purchasers or owners of this product.

What will EssentialPhoto  & Video do under this Warranty?

EssentialPhoto & Video will, at its sole option, provide one of the following two remedies to whatever extent it shall deem necessary to satisfy a proper claim under this warranty:

Elect to repair or facilitate the repair of any defective parts within a reasonable period of time, free of any charge for the necessary parts and labour to complete the repair and restore this product to its proper operating condition. You will have pay the shipping costs necessary to return this product once the repair is complete.

Replace this product with a direct replacement or with a similar product deemed by EssentialPhoto & Video to perform substantially the same function as the original product.

What will EssentialPhoto & Video NOT do under this Warranty?

If this product is returned to EssentialPhoto & Video or the authorised dealer from which it was purchased or any other party authorised to repair EssentialPhoto & Video products, this product must be insured

How to Obtain a Remedy under this Warranty?

To obtain a remedy under this warranty, you must contact either the authorised EssentialPhoto & Video reseller from whom you purchased this product. In order to pursue any remedy under this warranty, you must possess an original, dated receipt as proof of purchase from an authorised EssentialPhoto & Video reseller. If this product is returned under this warranty, a return authorisation number, obtained from EssentialPhoto & Video, will be required. You may also be directed to an authorised reseller or a person authorised by EssentialPhoto & Video to repair the product. If it is decided that this product should be returned directly to EssentialPhoto & Video, this product should be properly packed, preferably in the original carton.

Additional Warranty

Selected products on the EssentialPhoto & Video website offer the option of purchasing an additional warranty period. This allows extended coverage of the product to help with any issues occurring once the original warranty period has expired. 

Please Note: Additional Warranty is only valid when purchased alongside the selected product at the time of order. Any additional warranty purchased separately, without prior agreement, will be cancelled and refunded.

Limitation on Liability

The maximum liability of EssentialPhoto & Video under this warranty shall not exceed the actual purchase price paid for the product. To the maximum extent permitted by law, EssentialPhoto & Video is not responsible for direct, special, incidental or consequential damages resulting from any breach of warranty or condition, or under any other legal theory.

Other Conditions

This warranty gives you specific legal rights, and you may have other rights which vary from country to country or state to state. This warranty is void if:

The label bearing the serial number of this product has been removed or defaced,

The box bearing the serial number (generally for lighting units) has been lost or thrown away,

The product is not distributed by EssentialPhoto & Video or

This product is not purchased from an authorised EssentialPhoto & Video reseller. If you are unsure whether a reseller is an authorised EssentialPhoto & Video reseller, please email us at customerservice@essentialphoto.com

Please note, the postage to return the goods back to EssentialPhoto & Video, will not be covered by EssentialPhoto & Video and must be covered by you. This return postage is non-refundable. This includes covering the cost of the postage to return the fixed/replaced goods back out to you once a solution has been provided. This includes all warranty cases.