- For all technical support questions, advice on any aspect of studio lighting etc please ring 0845 618 2889 or 01274 678842 or email us at [email protected]
- For any complaints, please email us at [email protected]
- If you're a creative photographer who would like to borrow our studio to produce something special, please email us at [email protected]ncarta.com
- Please see our contact page for our address etc.
- Please watch our video tutorials here.
- Please read our how-to articles on our blog here.
- Please read our various "how to" guides, which are available for download by clicking on the "Download" tab on many product pages.
A full VAT invoice will be sent to you by email as soon as you have completed your order, and a printed copy will be included with your goods.
We use ParcelForce and Royal Mail for most of our shipments. For full details please visit our Delivery Information page
Instruction manuals for many of our products can be downloaded as pdf files. You can access them by clicking on the "Download" tab on many product pages or go to our Downloads Page. We do not supply printed instructions.
Repairs and Aftercare
Here at Lencarta we have our own in-house repair facility, operated by our factory-trained electronic engineering staff. This means that, unlike most other suppliers, we will continue to provide service once the goods are no longer covered by warranty.
All repairs must be sent to us with this form, which must be completed in full. In the unlikely event that the item was faulty when supplied we will collect it from you free of charge, otherwise you will be responsible for the cost of returning the item to us. All items returned to us should be sent by a secure method, to protect your interests whilst the goods are in transit and before they become our responsibility.
Repairs under warranty
Except for modelling lamps and batteries, all lencarta products supplied either by our authorised dealers/distributors or directly from us after the 1st February 2013 are warranted against defects for a period of three years. Products supplied before this date are covered by the warranty period that was applicable at this time. This means that we will repair or replace (at our option) any item that develops an operational fault of any kind during the period of warranty, and will return it to our customer carriage paid.
Non-Lencarta products are covered by different time periods. A full list of our warranty periods can be found here.
Our warranty does not cover accidental damage, e.g. from products being dropped, or water damage, neither does it apply to consumable items such as batteries and bulbs. All other faults are fully covered.
DO NOT OPEN THE CASE OF ANY ELECTRICAL PRODUCT YOURSELF. Doing so can be extremely dangerous and will invalidate the warranty.
Repairs out of warranty
If your item is out of warranty or if you didn't buy it from either us or from one of our authorised dealers/distributors then any repairs will be chargeable. We are aware that outwardly similar products are sold by other people. We regret that we are unable to repair any items that were not supplied by us.
Unlike many manufacturers, we do not operate a 'fixed price' repair policy and the cost of repairs depends on the amount of work involved and the cost of any parts that we need to fit. Because of this we are unable to provide a firm repair cost until we have actually inspected the item, but because of the good design and robust construction of our products, most repairs can be carried out at low cost. Please ask for a firm quote when returning the item to us. Our repair costs include VAT. Products must be returned with this form
Goods returned for refund
Returned goods must be received by us within 30 days beginning with the day on which the goods are delivered
We recommend that you send your returns to us using a carrier who can give us a proof of delivery as, until the parcel reaches us, it is your responsibility.
Both goods and packaging must be as new.
You are responsible for the return shipping charges if you are returning items because you have changed your mind. The actual cost of shipping the order to you will be deducted from the refund, this may be more than the amount you paid for delivery.
All goods returned for REFUND must be accompanied by this form
Refunds are usually processed as soon as we have received the goods. Please allow a further week for the amount to show on your account. We can only refund you by the same method as the payment (i.e. same card, Paypal)
If you think the item your received is faulty or have any other questions please get in touch with our support team via email or give us a call.