Last updated: 14 August 2026

These Repair & RMA Terms and Conditions apply to diagnostic, repair and related services carried out by Firich UK Co., Ltd, operator of the FEC UK EPOS STORE.

By submitting an RMA & Warranty Service Request Form, approving a repair quotation or sending equipment to us for inspection, diagnostics or repair, you agree to these terms.

These terms should be read together with the FEC UK EPOS STORE Warranty Policy where the product is covered by warranty.

RMA Authorisation

All equipment returned to Firich UK Co., Ltd must have a valid RMA number.

To request service, customers must first complete the RMA & Warranty Service Request Form using the link provided on the FEC UK EPOS STORE website.

You may be asked to provide:

Product model and serial number.
Description of the reported fault.
Photographs or videos of the product or fault.
Relevant diagnostic information.
Contact and return delivery details.

Our technical team may carry out initial troubleshooting before an RMA number is issued.

Submitting the form does not itself authorise a return. Please do not send equipment to Firich UK Co., Ltd until an RMA number and return instructions have been provided.

Scope of Repair and Fault Diagnosis

We will inspect and diagnose the fault described in your RMA request.

If the reported fault cannot be reproduced, or additional faults are identified during inspection, we may contact you for further information or approval before proceeding.

Unless otherwise agreed, our repair responsibility is limited to the fault or faults identified as part of the authorised repair.

Intermittent faults may be difficult to reproduce. Providing photographs, videos, error messages and details of when the fault occurs can assist our technical team with diagnosis.

Backup and Customer Data

Diagnostics or repair may require storage devices to be removed, replaced, formatted, restored or tested. Operating systems, drivers or firmware may also need to be reinstalled or updated.

You are responsible for backing up all data, software, licences, configurations and settings before returning equipment to us.

Firich UK Co., Ltd does not provide data backup or recovery as part of standard warranty or repair services unless separately agreed.

We cannot guarantee that data will be preserved during diagnostics or repair and are not responsible for data loss resulting from necessary repair procedures, except where liability cannot lawfully be excluded.

Where a replacement storage device, motherboard or complete system is supplied, software and customer data from the original product may not be transferred to the replacement.

Passwords and System Access

In some circumstances, our technical team may require access to the operating system in order to reproduce or diagnose a reported fault.

Where access is required, we may ask you to create temporary login credentials or a temporary administrator account.

Where possible, please do not provide passwords that are used for other systems or services. Temporary passwords should be changed or removed after the repaired equipment has been returned.

Customers remain responsible for the security of their accounts, software licences and credentials.

Accessories and Items Returned with the Product

Unless specifically requested by our technical team, please do not return accessories or peripherals that are not required to reproduce the fault.

This may include:

Power adapters and cables.
Customer displays.
Barcode scanners.
Magnetic stripe readers.
Printers.
Cash drawers.
Mounting equipment.
External storage devices.
Other customer-supplied peripherals.

Where accessories are required for diagnosis, they should be clearly identified in the RMA request.

Firich UK Co., Ltd is not responsible for additional items sent with the equipment unless they are required for the repair and have been identified as part of the RMA.

Customer-Supplied and Third-Party Components

Products may contain memory, storage devices, wireless modules or other components installed or supplied by the customer or another third party.

Please identify any non-standard or customer-supplied components when submitting the RMA request.

Warranty coverage does not extend to customer-supplied components or third-party products unless specifically agreed in writing.

If a third-party component prevents safe or effective diagnosis or repair, we may ask for the original configuration to be restored or decline to continue the repair.

Damage caused by an unauthorised component, modification or previous repair may be treated as a non-warranty repair.

Pre-Existing and Hidden Damage

Equipment may contain damage that is not visible before inspection or disassembly.

This may include:

Liquid ingress.
Corrosion.
Impact or drop damage.
Damaged connectors.
Electrical damage.
Internal contamination.
Previous unauthorised repair or modification.
Damage to cables, circuit boards or internal components.

If additional damage is discovered which changes the repair scope or cost, we will normally pause chargeable work and contact you before proceeding.

Firich UK Co., Ltd is not responsible for pre-existing faults or damage unrelated to the repair being carried out unless further damage is caused by our failure to use reasonable care and skill.

Product Condition

Products may be inspected for their general physical condition when received.

Existing scratches, dents, cracks, missing parts, damaged ports or other visible conditions may be recorded as part of the repair process.

We will take reasonable care when handling your equipment but are not responsible for cosmetic damage that existed before the product was received.

Warranty Status and Proof of Purchase

Proof of purchase may be required to confirm warranty entitlement.

For products purchased through the FEC UK EPOS STORE, this may include:

Order confirmation.
Invoice.
Purchase receipt.
Order number.

The warranty period applicable to the product will be determined in accordance with the warranty selected at the time of purchase.

Where warranty entitlement cannot be verified, the repair may be treated as out-of-warranty until suitable proof of purchase is provided.

In-Warranty Repairs

Where inspection confirms that the fault is a manufacturing defect covered by the applicable FEC UK EPOS STORE warranty, no labour or replacement-part charge will normally apply.

For an approved Return-to-Base warranty claim after the DOA period:

The customer is responsible for the cost of shipping the faulty product to Firich UK Co., Ltd.
Firich UK Co., Ltd will cover the reasonable cost of returning the repaired or replacement product where the fault is confirmed as a manufacturing defect covered by warranty.

DOA claims are handled in accordance with the FEC UK EPOS STORE Warranty Policy.

No Problem Found

If the reported fault cannot be reproduced and the returned product is found to be operating normally, the case may be classified as No Problem Found (NPF).

A £120 inspection fee may apply to an NPF case.

The customer will also be responsible for the cost of returning the product.

We may provide information on the testing performed and the results identified during inspection.

Non-Warranty Damage

Where a product is within its warranty period but the fault is caused by accidental damage, misuse, incorrect installation, unauthorised modification or another condition excluded from warranty coverage, the repair will be treated as chargeable.

A £120 labour charge will apply, together with the cost of any replacement parts required.

The customer is responsible for shipping costs to and from Firich UK Co., Ltd for non-warranty repairs.

Where appropriate, we will provide a quotation before chargeable repair work proceeds.

Out-of-Warranty Repairs

Products outside their applicable warranty period may still be submitted for assessment through the RMA & Warranty Service Request Form.

Out-of-warranty repairs are subject to:

A £120 labour charge.
The cost of replacement parts or materials required.
Shipping costs to and from Firich UK Co., Ltd.

Where repair is possible, we will normally provide a quotation for the required work before proceeding.

If an out-of-warranty product is inspected and no fault can be identified, a £120 inspection fee may apply.

Quotations and Approval

We will not normally proceed with additional chargeable repairs or replacement parts without your approval.

Approval may be provided in writing, including by email or another electronic method accepted by Firich UK Co., Ltd.

A quotation may be revised if additional damage or faults are discovered after further inspection or disassembly.

If a revised quotation is required, we will seek your approval before proceeding with the additional chargeable work.

If you decline a quotation, the product will normally be returned unrepaired once any applicable inspection, diagnostic, shipping or other agreed charges have been settled.

Replacement Parts

Replacement components may be new or serviceable parts of equivalent function and performance where appropriate.

Parts removed and replaced as part of an approved warranty repair may become the property of Firich UK Co., Ltd.

Replacement parts fitted as part of an out-of-warranty repair are covered against defects in materials and workmanship for two months, unless otherwise stated in writing.

This additional parts warranty does not apply to customer-supplied components.

Product Replacement

Where a covered product cannot reasonably be repaired, Firich UK Co., Ltd may replace it with the same model or a product of equivalent specification and function in accordance with the applicable warranty terms.

A replacement product may not include the customer’s original software, data, configuration or third-party components.

Customers are responsible for reinstalling or configuring their software and restoring their own data unless otherwise agreed.

Repair Process and Timing

Any repair completion date or turnaround time provided by Firich UK Co., Ltd is an estimate rather than a guaranteed completion date unless expressly agreed otherwise in writing.

Repair times may be affected by:

Fault diagnosis and reproduction.
Availability of replacement parts.
Requirement for additional customer information.
Approval of quotations.
Supplier or manufacturer availability.
Shipping and logistics delays.
Technical complexity.
Circumstances outside our reasonable control.

Where a significant delay becomes known, we will make reasonable efforts to update the customer.

Packaging and Shipping

Customers are responsible for ensuring that products returned to Firich UK Co., Ltd are securely packaged.

Original product packaging should be used where available. Where original packaging is unavailable, equivalent protective packaging suitable for commercial transportation must be used.

Firich UK Co., Ltd is not responsible for damage caused during transportation as a result of inadequate packaging.

The RMA number must be clearly shown as instructed on the return packaging or accompanying documentation.

Customers should retain tracking information for returned equipment.

Customer Contact Details

You are responsible for providing accurate and current contact information, including your email address, telephone number and return delivery address.

If we are unable to contact you, the diagnosis or repair may be delayed.

Please notify us if your contact or delivery information changes while a repair is in progress.

Unresponsive Customers

If we contact you for approval of a quotation, additional diagnostic information or another decision required to continue the repair and receive no response, we may pause work on the RMA.

If we continue to receive no response after reasonable attempts to contact you, we may close the repair case and make the equipment available for return or collection.

Any repair, inspection, parts, shipping or other charges already authorised or incurred will remain payable.

Uncollected Equipment

Customers are responsible for arranging collection or accepting return delivery of repaired or unrepaired equipment once notified that the product is ready.

If equipment remains uncollected or cannot be returned because the customer does not respond or provide suitable delivery instructions, Firich UK Co., Ltd may provide written notice requiring the customer to arrange collection.

Where equipment remains uncollected following reasonable attempts to contact the customer, Firich UK Co., Ltd may take further steps permitted by applicable law in relation to uncollected goods.

Any reasonable storage, transportation or other costs incurred may be payable by the customer where permitted and appropriately notified.

Payment

Charges for authorised repairs, replacement parts, inspections and shipping must be paid in accordance with the applicable quotation, sales order or invoice terms.

Firich UK Co., Ltd may withhold the return of repaired equipment until outstanding authorised charges have been paid, where permitted by law.

Customers with an agreed credit account remain subject to their separately agreed payment terms.

Right to Refuse Service

Firich UK Co., Ltd reserves the right to refuse or discontinue a repair where reasonably necessary, including where:

The product presents a health or safety risk.
The equipment is severely contaminated or damaged.
Unauthorised modifications prevent safe diagnosis or repair.
Required replacement parts are unavailable.
The repair cannot reasonably or safely be completed.
There is reason to believe that the service request is fraudulent.
Ownership of the product is reasonably disputed.
The customer refuses to approve necessary diagnostic or safety procedures.
Continuing the repair would be unlawful or otherwise impracticable.

Where possible, we will explain the reason and arrange for the product to be returned, subject to payment of any applicable authorised charges.

Liability

Firich UK Co., Ltd will provide repair and diagnostic services with reasonable care and skill.

To the extent permitted by law, Firich UK Co., Ltd will not be responsible for indirect or consequential losses arising from a repair, delay or inability to use the equipment, including loss of revenue, business, profits, anticipated savings or customer data.

Customers operating business-critical systems are responsible for maintaining suitable backups, spare equipment and business continuity arrangements appropriate to their operations.

Nothing in these terms excludes or limits liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Any other liability which cannot lawfully be excluded or limited.
Events Outside Our Control

Firich UK Co., Ltd will not be responsible for delays caused by events outside our reasonable control.

These may include:

Severe weather or natural disasters.
War, terrorism or civil disturbance.
Government action.
Industrial action.
Significant supply-chain disruption.
Parts shortages.
Customs or transport delays.
Failure of utilities, communications or IT infrastructure.
Supplier or manufacturer disruption.

Where such circumstances materially affect a repair, we will make reasonable efforts to keep the customer informed.

Statutory Rights

Nothing in these Repair & RMA Terms and Conditions excludes, restricts or affects any statutory rights or remedies that cannot lawfully be excluded or restricted.

Contact

For repair, warranty or RMA requests, please complete the RMA & Warranty Service Request Form provided on the FEC UK EPOS STORE website.

For additional technical enquiries:

technical@fecpos.co.uk

Firich UK Co., Ltd
145 Stanwell Road, Ashford,
Surrey, England, TW15 3QJ
United Kingdom