Customers outside EU Before Posting Kit, Be Aware!

We have recently received more repair and service work from countries outside the EU than usual.

Whilst we obviously welcome all customers, new and old, we have found that guidelines for goods being sent to the EU have changed.

From our recent experiences, our advice has to be that : If you send items for repair from outside the EU you will be liable for Customs Duty and VAT on the value of the goods sent. Please ensure you use a service that is proficient in the protocols required to negate these charges, as any costs levied will be your responsibility and cannot be disputed.

K.M.R. Photographic Services Ltd T/A Aquaphot cannot be held liable if the paperwork is incorrect or incomplete, or if the carrier makes a mistake. The sender will be liable for any resulting additional costs.

Sometimes the carrier does get it wrong – then it seems we are liable to pay import duties and VAT!!

We have had a couple of instances recently whereby we have received the work, estimated to the customer, had a go-ahead, completed the work, returned the equipment to the customer…………… then received the bill from the carrier- in one instance these charges being more than double the repair bill!!!! In this case the customer had filled in all forms correctly. We are in dispute with the carrier who made the error. So far the carrier has generously offered to pay 50% of a bill incurred 100% by them!

The time taken with phone calls to try and sort this has been ridiculous! Please take extra care if you still decide to ship your kit to us!



Getting equipment to us in one piece!

Often we find that underwater photographic equipment arrives in our workshop and we have no idea who it is from, what the problem is or if we have received the same contents as were sent!

Please read on for some guidelines to ensure your experience with us is as smooth as possible.

In order to carry out repairs to housings efficiently, we will need to pressure test your housing. In order to effect a function test, we will also need your camera tray. We do have some cameras and ports in stock, please check that we have a suitable match for your housing.

If we require your camera, please ensure it is packaged separately, not inside the housing.

We will require your name, full address, email address ( if different to this) a land line telephone number, if possible and a mobile number.

Please ensure a copy of these details are enclosed in the box with the equipment.

Please ensure your equipment is adequately packaged.

Sending equipment to another person is always a worry, but with enough packaging and a reliable postal service there should be little to fear.

We always recommend sending any equipment in a sturdy box, rather than a padded bag or an old shoebox. Approximately 1/3 of the box should be packing material, bubble wrap is ideal. Put a good lining of packaging in the box. Place your equipment in a plastic bag and wrap housing, camera and any accessories separately, before placing them in the centre of the box, with space for packaging around each item.

Ensure the packing material is sufficient to fill the box completely, not enough will allow your kit to move.

Enclose a covering letter with your contact details and a list of kit enclosed so we know that we have received all you have sent!

Send using a reliable source that will offer you insurance to cover the value of replacement equipment. Alternatively contact us to have your boxed equipment collected via our courier service.

The box label should read:
40 D’Arcy Way
Tolleshunt D’Arcy
CM9 8UD.

The courier may provide an additional label.

Let us know when your kit is on it’s way and we will advise you via email when it arrives with us.

If using our courier your kit will be covered by our insurance from the moment it is collected until it is returned to you. However any claims arising from damage in transit would be subject to adequate packaging.