Pro-Ject Turntable ServicingJump To: How to Return a Product
| Service Price List
| Our Repair Process
| Returning Through a Retailer
| Returning Under Warranty
At Henley, we've been promoting, selling and servicing Pro-Ject turntables for many years. So our extensive knowledge and unique, intimate experience with the range makes us the ideal people to talk to whenever you run into trouble with your record player.
A lot of the time we can help resolve your issues on the phone, and the extensive catalogue of spare parts available through our Online Shop
can allow you to get hold of the most common parts quickly and easily. However, sometimes a little more work is needed, and for that we are able to offer all manner of repairs and servicing in our onsite service centre.
We always recommend you give us a call
if you're thinking of returning your turntable for repair, but if you've already spoken to us or you want to go ahead and send your turntable back anyway, listed below is the process you need to follow.
- Confirm what you want us to do.
Sometimes it's obvious what needs to be done, but at other times a quick telephone chat can make problems that looked difficult go away with relative ease. Feel free to call us to discuss your situation. At this time we will also provide you with an RMA number, which is your reference should you need to chase the repair while it is with us
- Print out and fill in our Customer Returns Form.
This form gives us all your necessary contact information, allows you to let us know what you want us to do, and allows you to highlight exactly what parts you're returning to us.
Form available to download at the bottom of the page
- Pack your turntable carefully.
Take care when packing, if you don't have the full original packaging we recommend you read our packing advice document.
Advice sheet available to download at the bottom of the page
- Return your turntable to us.
You can arrange to send your turntable back at a competitive price using Interlink Express' Interlink Direct service. Interlink Express are our recommended courier, so we're confident you should experience no problems using their service. Find out more about Interlink Direct here: http://www.DPD.com/content/product-services/interlink_direct.jsp
You are also welcome to send using your own preferred courier service. We cannot be held responsible for any damages caused in transit, regardless of the service used.
- Wait to hear from us.
We'll inspect your turntable, and report back with our findings
There are certain repairs we are happy to offer a set-price repair charge for. These are the prices we will automatically work on for any single repair. If for any reason we have to charge more for one of these jobs, we'll let you know before we do any work so you have the option to change your mind. Equally, if you need more than one job done, we will also work to reduce the total labour charges as best we can for you.*These are the most commonly requested motors. Replacement motors for other turntables are also available from stock.
Our fixed return carriage charge is £10 (incl. VAT) for all mainland UK addresses.
Every repair is unique, but there is a general process we follow for all jobs, which is outlined below.
- We open up and inspect your turntable, at our first available opportunity.
At this time, we'll also report to you if the item experienced any unexpected damages in transit.
- We test the reported faults outlined on your Customer Returns Form.
We'll also run further tests to check everything else is OK, at this time.
- We give you a call.
One of our helpful team will give you a call to discuss our findings and provide a quote for all works, including carriage costs.
- You tell us what to do.
If you're happy with the quotation, we'll take payment and complete the repair ASAP. If at this stage you decide not to go ahead, we will arrange to return the turntable back to you for a nominal fee, based upon the amount of time spent inspecting the unit.
(This is usually around £20 + VAT, including carriage, but it is unique to each job so prices do vary)
- We ship the turntable back.
To ensure you're parted from your turntable for as little time as posssible, we use a next-working-day courier service to ship your turntable back.
If you choose to involve your preferred local retailer in this process, that's absolutely fine. For complete transparency, we will still charge the same labour costs on each of these repairs. The dealer may charge an additional handling fee over these costs, to cover their cost of managing and handling your turntable repair. We recommend you discuss what cost this may be with your retailer before arranging the return.
If for some reason your turntable has developed a fault while still within its warranty period, you are also welcome to deal with us directly. If you wish to do so, please follow the same process on How to Return a Product
above, but be sure to call us first. All items purchased through Amazon, Amazon Marketplace, eBay and other "third-party" sites can only be returned under warranty via the retailer who handled your sale.
To conduct a repair under warranty, we need a copy of your original proof of purchase for the product from an authorised UK retailer included within the box when you ship your turntable back. Unfortunately we are not able to collect warranty claims from domestic addresses; for this service you need to contact the retailer you originally purchased from and arrange to get the turntable back to them. We always recommend returning any product through your retailer, as your contract of sale is with them, and they are legally obliged to support you with any product return. The dealer can help verify the fault and offer you more ongoing support during the warranty process.
If we deem your warranty return to be a viable warranty claim, we will conduct your repair free of charge and ship the turntable back to you at our cost.
For more on Warranty Claims for all our brands, please click here
To read Pro-Ject's manufacturer warranty terms and conditions, please click here