Repair,Warranty and Payment Policy
Repair, Warranty and Payment Policy
Northern Power Electronics Ltd
Introduction
Northern Power Electronics is committed to delivering reliable, high-quality industrial electronic repair and refurbishment services. We aim to provide commercially practical repair solutions that extend equipment life, reduce downtime, and support sustainable industrial maintenance. This policy explains our repair terms, warranty coverage, payment conditions, and equipment handling procedures.
We specialise in component-level repair of industrial electronic equipment, including obsolete systems no longer supported by original manufacturers. Our warranty policy recognises the technical complexity and operational realities of industrial electronic equipment whilst providing clear and fair support to our customers.
By submitting equipment to us for assessment or repair, you acknowledge and agree to these terms. Please review them carefully before proceeding.
If you have any questions, contact us at services@npe-uk.com or call 0800 001 6045.
Assessment and Diagnostic Process
Business-to-Business (B2B) Customers
For established business customers and vendor-registered accounts:
Assessment and quotation are provided free of charge
Standard account payment terms apply (Net 30 days from invoice date)
We do not charge inspection fees to B2B customers as part of our commitment to competitive industrial service.
Small Business and Individual Customers
For new customers, small businesses, and individual enquiries:
An upfront assessment fee is required before we accept your equipment for inspection
Payment must be received via bank transfer or card before assessment begins
The fee is credited in full towards your repair cost if you accept our quotation
The fee is non-refundable if you reject our quotation
Equipment will be returned to you once the assessment is complete
Contact us for current assessment fee rates.
No Fault Found (NFF)
If we test your equipment and find no fault:
A diagnostic fee applies to cover testing, inspection, and a written diagnostic report
For small business and individual customers, this is covered by the upfront assessment payment
For B2B customers, this fee is invoiced on standard Net 30 terms
Workshop Repair Warranty
Warranty Period
All workshop-repaired equipment carries a 6–12 month return-to-base warranty on the specific components and work we performed. The warranty period depends on:
Type of repair and component complexity
Availability and nature of replacement parts
Age and overall condition of the equipment
Specific warranty terms will be confirmed in your quotation and on your invoice.
Extended Warranty Option
Extended warranty coverage up to 24 months is available for an additional fee. This must be arranged at the quotation stage before repair work begins.
What the Warranty Covers
The warranty applies only to:
Components we replaced or repaired
Work we performed
Faults directly caused by our repair work
Example: If we replace a power supply capacitor, the warranty covers that capacitor and the immediate power supply circuit. It does not cover failures in other sections of the board, other components that were not replaced, or faults caused by the original problem damaging other parts.
What the Warranty Does Not Cover
The warranty excludes:
1. Components We Did Not Work On
Any component, circuit, or section of equipment we did not repair or replace
Wear and tear on other components not part of the original repair work
Subsequent failures in parts we did not work on
2. Consequential Damage
Damage caused to other components by the original fault before we repaired it
Progressive failures resulting from the original problem
Cascade failures where one fault damages multiple components over time
3. Programmed Components
ICs, EEPROMs, PLCs, microcontrollers, firmware chips
We do not repair, modify, program, or reprogram these components
Software, configuration, or programming faults
4. Misuse and Damage After Return
Physical damage, mechanical abuse, or impacts after return
Liquid ingress after return (water, oil, coolant, chemicals)
Power surges, voltage spikes, or incorrect electrical installation
Operation outside manufacturer specifications or design limits
Environmental contamination (dust, oil, corrosion, salt, chemicals)
Continued operation after a fault becomes apparent
5. Third-Party Interference
Any unauthorised repair attempts after our work
Modifications or alterations by anyone other than Northern Power Electronics
Use of non-genuine or non-approved spare parts
Warranty coverage may be withdrawn where any of these conditions are identified.
Engineering Reality: Obsolete and Previously Repaired Equipment
Many systems serviced by Northern Power Electronics are obsolete, unsupported by original manufacturers, or have been previously repaired by third parties. Repairs are performed on a best-engineering-effort basis using commercially reasonable methods and available components.
Due to the age, condition, and operational history of much industrial electronic equipment, long-term reliability of sections we did not repair cannot be guaranteed. Our warranty applies specifically to the repaired fault and replaced components unless otherwise agreed in writing.
On-Site Repair Warranty
Warranty Period
On-site repairs carry a warranty period determined by the nature of the work, operational environment, and installation conditions. The specific warranty period will be confirmed in writing before work begins.
On-site warranty periods are typically shorter than workshop repairs due to factors outside our control, including electrical supply quality, environmental conditions, and installation variables.
Customer Responsibilities for On-Site Work
Before we begin on-site repair work, customers must provide:
Safe access to the equipment and work area
All necessary work permits and safety documentation
Electrical isolation and lockout/tagout as required
Lifting equipment or access platforms if needed
Accommodation arrangements for offshore or remote locations
Call-out fees and travel costs are charged separately from repair work and will be confirmed in the quotation.
Equipment Return to Workshop
If we cannot complete the repair on-site due to fault complexity, parts availability, or testing requirements, equipment may be returned to our Newcastle workshop for further work. You will be notified before this occurs, and workshop repair warranty terms will then apply.
Warranty Claim Procedure
To make a warranty claim:
Contact us in writing within 14 days of discovering the fault
Provide your original job reference number and invoice details
Describe the fault symptoms in detail
Return the equipment to us at your expense for assessment
Allow us to inspect and test the equipment
We will then:
Assess whether the fault is warranty-related
If covered: repair free of charge and return at our expense
If not covered: provide a quotation for repair as a new job
Our assessment of whether a fault is covered under warranty will be based on technical evidence and the terms outlined in this policy.
Credit Option
We reserve the right to credit the original invoice amount in full instead of performing warranty repair. Any such credit would represent full resolution of the warranty claim.
Customer Responsibilities
You are responsible for:
Providing accurate and complete fault descriptions when submitting equipment
Backing up all data, configurations, and software before sending units to us
Proper packaging and safe transport of equipment to our facility
Arranging insurance cover for equipment in transit (both directions)
Safe re-installation and operation by qualified personnel after repair
Ensuring repaired equipment is operated within its design specifications
Equipment Collection and Abandonment
Collection Deadlines
Equipment must be collected or shipping arranged within 60 days of:
Quotation being issued (if rejected), or
Completion notification (if repaired)
Abandonment Policy
If equipment is not collected within 60 days, we will attempt to contact you via email, telephone, and registered mail.
If equipment remains uncollected after reasonable attempts to contact the customer, we reserve the right to dispose of or recycle the equipment to recover storage and administrative costs.
No storage fees apply for the first 60 days. After this period, we cannot guarantee continued storage or return of the equipment.
Payment Terms
Credit Account Customers
Established customers with approved credit accounts:
Standard payment terms: Net 30 days from invoice date
Equipment may be collected or dispatched upon completion
Invoice payment due within 30 days
Outstanding Invoices: If you have overdue invoices from previous work, payment must be received before we release equipment from subsequent repair jobs. This ensures all accounts remain current.
Cash Payment Customers
For customers without credit accounts:
50% deposit required before repair work begins (after quote acceptance)
Remaining 50% due upon completion, before equipment is dispatched or collected
Assessment fee (where applicable) is credited towards the total repair cost
Qualifying for Credit Account Status
Credit accounts are available through:
Vendor registration: Complete your company's supplier registration process and submit a credit application at any time, including your first job with us
Payment history: After completing 2–3 jobs on cash terms with satisfactory payment history, we may offer credit account terms
Late Payment
All invoices are due on the date specified. If payment is not received by the due date:
Interest will be charged on the outstanding amount from the due date until payment is received in full
Interest rate is as specified in the Late Payment of Commercial Debts (Interest) Act 1998 (currently 8% per annum above the Bank of England base rate)
Fixed compensation charges as provided by the Act will apply
We reserve the right to suspend work on current and future jobs until outstanding payments are received.
Payment Disputes
If you dispute any invoice or charge:
Raise your concern in writing to account@npe-uk.com within 14 days of the invoice date
Provide specific details of the disputed item
Undisputed amounts must still be paid on time
We will investigate and respond within 14 working days
Disputed amounts do not affect the obligation to pay undisputed invoices on time.
Payment Methods
Bank transfer (BACS)
Cash (collection only)
Health and Safety Disclosure Requirements
Duty to Disclose
Before submitting equipment for repair, you must disclose:
Any hazardous materials, substances, or contamination present
Radioactive sources or materials
Biological hazards
Toxic chemicals or heavy metals
Explosive or flammable residues
Asbestos-containing materials
Any other health and safety risks
This disclosure must be made in writing at the time of equipment submission.
Consequences of Non-Disclosure
Failure to disclose hazardous materials may result in:
Return of equipment at your cost
Additional charges for decontamination or specialist handling
Suspension of services until full disclosure is provided
Your Responsibility
The customer accepts responsibility for any costs, damages, or liabilities arising from undisclosed hazardous materials or conditions. This responsibility survives completion of the repair work and continues indefinitely.
Decontamination Requirements
If equipment requires decontamination before repair can begin:
You are responsible for decontamination costs
We may arrange decontamination and charge you for the work
Alternatively, equipment will be returned for you to decontaminate and resubmit
We reserve the right to refuse equipment if adequate safety information is not provided, or return equipment immediately if undisclosed hazards are discovered.
Limitation of Liability
Our Liability is Limited To
The cost of the repair work we performed
Parts and labour directly carried out by Northern Power Electronics
We Are Not Liable For
Data loss, configuration loss, or software issues of any kind
Damage to equipment during transit due to inadequate packaging or courier handling
Business interruption, lost profits, or consequential damages arising from equipment failure
Inability to use repaired equipment due to software, configuration, or installation problems
Faults caused by misuse, improper installation, or operating conditions after return
Maximum Liability
Our total liability under this agreement, whether in contract, tort, or otherwise, shall not exceed the invoice value of the repair work performed.
Insurance
We carry public liability insurance. Customers are advised to maintain their own insurance for equipment value, as we are not responsible for the full replacement value of customer equipment.
Service Standards
Cost Savings
Our repair and refurbishment service typically offers a cost saving of 40–70% compared to purchasing new equipment.
Turnaround Time
Standard turnaround: 5–10 working days from quote acceptance
Emergency repair service: 1–3 working days where parts are available
Turnaround times depend on fault complexity, parts availability, and workload
Emergency service is subject to parts availability and the nature of the fault. Contact us to discuss expedited service options.
No Guarantee of Repairability
While we use our best efforts to repair all equipment submitted, we cannot guarantee that all items are repairable. Some faults may be beyond economic repair or technically impossible to fix.
Subcontracting and Confidentiality
Subcontracting
We reserve the right to subcontract specialist repair work to trusted third-party partners where necessary. All subcontractors are bound by equivalent confidentiality and quality standards.
Intellectual Property
We will not reverse-engineer, copy, or disclose any proprietary designs, firmware, or intellectual property contained within your equipment.
Ownership of Replaced Components
All components removed during repair become the property of Northern Power Electronics unless specifically requested by you in writing at the time of quotation.
Force Majeure
Northern Power Electronics shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including:
Acts of God (flood, fire, earthquake)
War, terrorism, civil unrest
Government restrictions or public health emergencies
Failure of suppliers, couriers, or utilities
Pandemics or supply chain disruption
Governing Law and Jurisdiction
This agreement is governed by the laws of England and Wales. Any disputes arising from this agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Dispute Resolution
If you have a complaint or dispute regarding our service:
Contact us in writing at account@npe-uk.com with full details
We will acknowledge receipt within 3 working days
We aim to resolve complaints within 14 working days
If the matter cannot be resolved, you may seek independent mediation or legal advice
Changes to This Policy
Northern Power Electronics reserves the right to update this policy at any time. Changes will be posted on our website with an updated revision date.
Last Revised: May 2025
Contact Information
Northern Power Electronics Limited
Enterprise Centres, Unit 30, i-8
Lynnwood Terrace
Newcastle upon Tyne
NE4 6UL
Email: services@npe-uk.com
Phone: 0800 001 6045
Working Hours: Monday–Friday, 8:30am–5:00pm
Company Registration Number: 12887979
Registered in England and Wales
By submitting equipment to Northern Power Electronics, you acknowledge these terms and conditions of service.
issues 2 21/05/2026