Repair Process

To use the support facility, please: -

Contact (link to contact page) our support desk, to register your details for a repair. Or complete the on-line Service Request form (link) and we will call you.
TOPAZ will confirm the details of the equipment and fault symptoms, and issue you with a Returns Authorisation Number (RAN)
The user is responsible for delivery of the faulty equipment to TOPAZ properly packaged (link to packaging page) with our address and the RAN number clearly visible. Please also ensure that software backups have been taken. If required TOPAZ can arrange collection for a nominal fee.
On arrival at our workshop, we will confirm to you its receipt.
The faulty item will be assessed and repaired. Chargeable repairs are normally assessed within 2 days of receipt at our workshop and authorisation is required before work proceeds.
TOPAZ will inform you of any delays, due to parts availability etc.
TOPAZ will inform you when the item is ready and confirm despatch to you by next business day carrier. (UK Mainland only) Return carriage for warranty repairs is free of charge.