The principle
Every product we sell carries its manufacturer's warranty against defects in material and
manufacture. We administer that warranty on your behalf. You send the claim to us, we deal with
the maker, and we replace or refund. You never have to correspond with a factory in another
country in another language.
What is covered
- A defect in the material. A bad solder joint, a failed component, a cracked board
-
A defect in manufacture: a port that was never seated properly, a seam left unsealed, firmware
that will not load
-
A unit that fails in normal use, within its stated ratings, well before it reasonably should
What is not covered
This is the part worth reading before you buy, because several products in our catalogue have
specific ratings and limits that matter.
- Normal wear
-
Batteries lose capacity, cables fray, connectors loosen with repeated use. That is the gear
working, not the gear failing.
- Consumables
-
Batteries, cables, SIM cards and thermal paper are consumable. They are covered against a
manufacturing defect present on arrival, not against wear.
- Use outside stated ratings
-
Measuring a circuit above a meter's CAT rating, or feeding a device more voltage than it is
rated for, will damage it. The ratings on the product page are the limit, not a suggestion.
- Use outside stated purpose
-
Some products have absolute restrictions. A meter rated CAT III must not be used at a CAT IV
service entrance, and that is stated plainly on its product page. An indoor access point
mounted outdoors will eventually fail. These failures are not defects.
- Water and moisture damage
-
Gear that is not rated for outdoor or wet conditions is not covered against water ingress.
Check the IP rating before you mount anything outside or in a damp location.
- Modification and unauthorised repair
-
Opened enclosures, custom firmware flashed outside the maker's process, replaced batteries and
cut cables are outside warranty. A standard firmware update through the maker's tool is not a
modification.
- Calibration drift
-
A meter drifting out of calibration through use is a maintenance item, not a defect. Have test
instruments recalibrated on the maker's schedule, or after any hard drop.
Extended and lifetime warranties
A few makers back specific instruments well beyond the usual term. Where that applies it is
stated on the product page. In our range that currently covers
Fluke, whose handheld meters carry a lifetime warranty subject to the maker's terms.
Cover applies to defects, subject to the exclusions above, not to wear items such as batteries and
leads.
Warranty period by category
| Category | Period |
|---|
| Networking & test gear (routers, meters, antennas) | Manufacturer's stated period; typically 1–2 years against defects |
| Instruments (bench supplies, oscilloscopes) | Manufacturer's stated period; commonly 1–3 years |
| Consumables (batteries, cables, SIMs) | Defects present on arrival only |
| Test meters (Fluke and similar) | Manufacturer's stated period; some Fluke handhelds carry a lifetime warranty per their terms |
Making a claim
-
Email support@exelproddistribution.com with your order number,
the part number, and photographs showing the fault clearly.
- We assess within one business day and tell you whether it is a warranty matter.
-
If it is, we issue a return label at our cost. Do not send the unit to the manufacturer. It
will slow the claim down considerably.
-
We replace from stock where we have it, or refund. On special-order items we replace on the
maker's next shipment and tell you the date.
If you are not sure whether it is a defect or wear, ask anyway.
Send a photograph and we will tell you, rather than have you assume you are stuck with a faulty unit.
Statutory rights
This warranty is in addition to your statutory rights and does not affect them. Nothing here
limits your right to a remedy where goods are faulty, not as described, or not fit for purpose.
