Warranty & Faults

Professional thermal imaging cameras are precision instruments, and reliable support matters throughout their working life.

If equipment supplied by Corey Technical develops a problem, contact us first at hello@coreytechnical.co.uk and we will help establish the nature of the issue and coordinate the appropriate next step.

Depending on the circumstances, this may involve guided troubleshooting, software or settings support, inspection, repair, replacement or assistance under the applicable manufacturer warranty.

Please do not return equipment to Corey Technical, the manufacturer or another address without first receiving return instructions.

Corey Technical support

Contact us first and we will help identify the most appropriate route for resolving the problem.

Manufacturer-backed warranty

Warranty periods vary by manufacturer and product. The applicable cover is explained below and in the documentation supplied with your equipment.

Structured fault assessment

We gather the relevant technical information before arranging a return, helping to avoid unnecessary delays and identify issues that can be resolved remotely.

How to report a fault

Contact Corey Technical and provide as much of the following information as possible:

your order number;
your name or company name;
the camera, lens or accessory concerned;
the product serial number;
when the problem first occurred;
a clear description of the problem;
any error messages displayed;
photographs, video or sample thermal images where relevant;
the firmware or software version, if known; and
any troubleshooting already attempted.

We will review the information and may ask some additional questions before confirming the appropriate next step.

Please do not send the equipment back until you have received return authorisation and the correct return address.

Warranty cover by manufacturer

Warranty periods and conditions differ between manufacturers and may also vary according to the particular camera, detector, lens or accessory.

The information below provides a general summary. The warranty documentation applicable to the individual product and purchase will take precedence where appropriate.

Fluke

Fluke professional thermal imaging equipment supplied by Corey Technical currently includes the following manufacturer warranty period:

Camera: 2 years
Infrared detector: 2 years
Supplied accessories/extra lens: 2 years

Guide Sensmart

Guide Sensmart professional thermal imaging equipment supplied by Corey Technical currently includes the following manufacturer warranty periods:

Camera: 3 years
Infrared detector: 10 years
Supplied accessories: 2 years

Testo

Testo professional thermal imaging equipment supplied by Corey Technical currently includes the following manufacturer warranty period:

Camera: 2 years
Infrared detector: 2 years
Supplied accessories/extra lens: 2 years

Note: Testo's warranty can be extended by 1 year (3 years total) if you register your new camera with Testo within 30 days of receipt.

Warranty cover is subject to the manufacturer’s applicable terms, assessment requirements and exclusions.

If you are unsure whether a particular component is covered, contact Corey Technical with the product model and serial number and we will help confirm the applicable information.

Not every unexpected result indicates a hardware fault. Thermal imaging equipment can be affected by camera settings, measurement parameters, firmware, software, battery condition, lens installation and the inspection environment.

Before arranging a return, Corey Technical may help you check:

camera and measurement settings;
emissivity and reflected-temperature settings;
focus and lens installation;
batteries, chargers and power connections;
firmware or software versions;
memory cards, cables or external connections;
application or device compatibility; and
whether a reset or configuration change resolves the issue.

These checks can often identify the cause more quickly and may avoid the need to send valuable equipment away unnecessarily.

If inspection, repair or further technical assessment is required, Corey Technical will provide return instructions and the appropriate return address.

Depending on the product and circumstances, the equipment may need to be returned to Corey Technical, an authorised service provider, the supplier or the manufacturer.

You may be given a return reference or asked to include specific information with the equipment. Following these instructions helps ensure that the return can be identified and assessed without unnecessary delay.

Do not send equipment to our registered office unless we specifically instruct you to do so.

Thermal cameras, lenses and accessories should be packaged securely to prevent damage during transit.

Where reasonably possible, use:

the original protective case;
the original product packaging;
suitable lens caps and protective covers;
sufficient internal cushioning; and
a strong protective outer carton.

Remove any loose items that could move and damage the equipment during transport. Include only the accessories requested in the return instructions.

If Corey Technical or the manufacturer arranges collection, follow any courier and packaging instructions provided.

The equipment may be inspected to:

confirm its identity and serial number;
reproduce the reported problem;
assess its physical condition;
check relevant settings, firmware and software;
determine whether the issue is covered by warranty; and
establish whether repair, replacement or another resolution is appropriate.

Some assessments must be completed by the manufacturer or a specialist service provider. The time required will depend on the product, the nature of the issue, component availability and where the assessment must take place.

We will provide updates when meaningful information becomes available, but we cannot guarantee a specific repair or assessment time before the equipment has been examined.

Where a fault is confirmed and accepted under the applicable warranty, the available resolution may include:

repair of the equipment;
replacement of a defective component;
replacement with the same or an equivalent product;
a software or firmware remedy; or
another resolution offered under the manufacturer’s warranty or required by applicable law.

The appropriate resolution will depend on the nature of the fault, the product, available parts and the applicable warranty terms.

An immediate replacement or advance replacement cannot be guaranteed unless it has been expressly agreed.

Manufacturer warranties generally cover manufacturing or material defects arising under normal and intended use. Subject to the applicable warranty terms, cover may not apply to problems caused by:

accidental damage, impact or crushing;
misuse or use outside the published specifications;
unauthorised modification, disassembly or repair;
incorrect installation or incompatible accessories;
damage from unsuitable power supplies or charging equipment;
liquid, dust or environmental exposure beyond the product’s stated protection;
improper storage or transportation;
normal wear and deterioration;
cosmetic damage that does not affect operation;
loss or theft;
malware, unsupported software or unauthorised firmware; or
failure to follow the manufacturer’s operating and maintenance instructions.

An assessment may be required before warranty eligibility can be confirmed.

If an issue is not covered, we will explain the available options and any applicable inspection, repair, return or replacement costs before chargeable work proceeds.

Accidental damage is not normally covered by a manufacturer warranty.

If equipment has been dropped, struck, exposed to liquid or otherwise accidentally damaged, please tell us when reporting the problem. Providing an accurate description helps the service provider assess the likely repair requirements and prevents avoidable delays.

We may still be able to help arrange an assessment or chargeable repair, subject to service and component availability.

Batteries, chargers, cables and other supplied accessories may have a different warranty period from the camera or infrared detector.

When reporting an accessory fault, identify the particular component and explain how it is being used. We may ask you to test it with another compatible component, where safe and practical, to establish whether the issue originates from the accessory or the camera.

Do not use a battery, charger or cable that appears swollen, overheated, physically damaged or otherwise unsafe.

Before returning equipment, back up any thermal images, visible-light images, reports, templates, settings and other information you wish to retain.

Diagnosis or repair may require the camera to be reset, updated, reformatted or replaced. Stored information and personalised settings may therefore be lost.

Remove confidential or commercially sensitive information wherever possible. Corey Technical, the manufacturer and service providers cannot guarantee that data stored on returned equipment will be preserved.

A manufacturer warranty and a calibration service are not the same.

Warranty assessment addresses faults or defects, while calibration concerns the verification of measurement performance against an appropriate reference. A request for recalibration does not necessarily indicate that the equipment is faulty.

Calibration frequency depends on the instrument, application, customer procedures, contractual requirements and relevant quality standards. Contact Corey Technical if you need help identifying the appropriate calibration or service route for your equipment.

Calibration services are subject to separate availability, scope, timescales and charges unless expressly included with the product.

A manufacturer warranty provides additional contractual cover subject to its terms. It does not replace any statutory rights or remedies that apply to your purchase.

The rights available to consumers and those applying to purchases made wholly or mainly for business purposes are not identical. Nothing on this page excludes or restricts rights that cannot lawfully be excluded.

If equipment supplied by Corey Technical is not operating as expected, contact us with your order number, product model, serial number and a clear description of the issue.

Providing photographs, video, error messages or sample thermal images where relevant may help us identify the most appropriate next step more quickly.

Please wait for return authorisation and instructions before sending any equipment.

Report a fault