Non-Warranty Repair policy

Traction Charger Co Ltd (“Traction”) provides a professional repair service for products that fall outside warranty or are not eligible for warranty assessment. This policy applies to all Traction chargers and power supplies used in the UK or overseas and is aligned with our published warranty terms.

When a Repair Is Chargeable

A repair will be treated as non‑warranty when any of the following apply:

- The product is outside its warranty period 

- The issue results from misuse, incorrect installation, accidental damage, or environmental exposure 

- The unit has been opened, modified, or repaired by an unauthorised party 

- The product was purchased through a non‑authorised or grey‑import channel 

- The customer requests a repair where no manufacturing defect is confirmed 

How to Request a Repair

To begin a chargeable repair, please provide:

- Product model and serial number 

- Proof of purchase (if available) 

- A description of the issue 

- Photos or diagnostic information where helpful 

Once received, we will issue a Return Material Authorisation (RMA). 

Units cannot be accepted without an RMA number.

Sending Your Product to Us (UK Customers)

Customers are responsible for:

- Shipping the unit to our UK service centre 

- Ensuring the product is safely packaged 

- Clearly marking the RMA number on the parcel 

If accessories are required for testing, we will advise during the RMA process.

Inspection and Quotation

Every unit undergoes:

- Visual inspection 

- Electrical and functional testing 

- Diagnostic assessment 

Following inspection, we will provide a written quotation covering:

- Labour 

- Replacement parts 

- Return shipping 

- Any applicable handling or diagnostic charges 

If you choose not to proceed:

- A diagnostic fee may apply 

- You may request the unit to be returned at your cost, or we can recycle it responsibly

Repair and Return

Once you approve the quotation:

- Repairs are typically completed within 5–10 working days 

- Repaired units are returned using tracked shipping 

- All chargeable repairs include a 90‑day repair warranty covering only the parts and labour used in the repair 

International Repairs

For products originally purchased in the UK and later exported:

- Customers must return the unit to the UK service centre 

- All inbound shipping, customs declarations, duties, and taxes are the customer’s responsibility 

- Outbound shipping and any re‑entry charges are also chargeable to the customer 

To maintain safety and compliance, only Traction or authorised partners may carry out internal repairs.

Where a distributor offers local repair services, all costs and service quality are the responsibility of that distributor.

Grey Imports

Products purchased outside authorised channels:

- May not be eligible for repair 

- Will only be serviced at Traction’s discretion 

- Will be treated as fully chargeable 

- May require additional compliance checks before work can begin 

Payment Terms

- Repairs must be paid in full before the unit is returned 

- Accepted payment methods will be confirmed with your quotation 

- VAT applies to UK customers; international customers may incur local import taxes 

Important Information for International Customers

The method of return is subject to local import and customs regulations in the destination country. In some territories, including those where foreign exporters cannot legally act as Importer of Record or pre‑pay duties and taxes, Traction may be required to ship using terms such as DAP or FCA. In these cases, any duties, taxes, clearance fees, or other charges imposed by local authorities remain the responsibility of the customer, as Traction has no ability to influence or absorb these costs under local law. Traction will work with the customer to identify the most compliant and practical method of return but cannot override or assume responsibility for charges arising from local regulatory requirements.

Note: For approved warranty cases, this is a Return‑to‑Base (RTB) service. Customers are responsible for the cost of returning goods to Traction for assessment. Traction will cover the cost of returning repaired or replacement items to the customer.