WARRANTY SERVICE POLICY
Leica Store Philippines Service Policy
At Leica Store Philippines, we uphold Leica’s standards for quality and customer care. This policy outlines the terms, processes, and fees for Leica product servicing through Leica Camera Asia Pacific Pte. Ltd. (LCAP) in Singapore.
1. Scope of Service
Leica Store Philippines (LSP) provides warranty and repair processing for Leica products purchased through authorized Philippine dealers. All repairs are handled exclusively through LCAP in Singapore, as no repairs are conducted locally.
• Locally Purchased Products: Items bought from Leica Store Philippines are eligible for warranty and repair services coordinated through Singapore. Proof of purchase and warranty documentation is required for warranty services.
2. Service Levels and Fees
Fees for service are based on warranty status and item value:
• Local Warranty Units: No handling fee is applied for units under warranty that were purchased locally. LSP will coordinate all shipping and processing with LCAP at no cost to the customer.
• Out-of-Warranty Units: For items not under warranty, the following tiered service fees apply, based on the item’s value:
- PHP 8,000 for items valued at PHP 15,000–100,000
- PHP 13,000 for items valued at PHP 100,001–500,000
- PHP 18,000 for items valued at PHP 500,001–1,500,000
3. Service Process and Requirements
• Receiving and Inspection
- ◦ Upon receiving the product, LSP will document any visible conditions, such as scratches or dents. The customer must review and confirm these findings before the item is processed.
- ◦ Products should be submitted without accessories unless they are required for the service.
• Service Request Form and Documentation
- ◦ Customers must complete a service request form detailing the item’s serial number, condition, fault description, and any specific service requests. Warranty documentation must be provided for warranty claims.
4. Warranty Coverage
Leica products include warranty coverage for material and manufacturing defects within the specified warranty period. This coverage applies to products purchased from authorized Leica dealers and includes eligible repairs coordinated through LCAP. Warranty claims must be accompanied by the original purchase receipt and a completed Leica warranty card.
To activate your warranty and enjoy exclusive benefits, register your product at the Leica Club. Full warranty terms are available on the official Warranty Conditions page.
5. Customer Responsibility and Authorization
• Authorization for Release
- ◦ Units will only be released to the individual named on the service form or to an authorized representative with proper identification and authorization.
• Unclaimed Units
- ◦ Customers are expected to collect serviced units within 15 days of notification.
After this period, a storage fee of PHP 500 per day will apply. Items unclaimed after 90 days may be legally disposed of to cover accrued fees.
6. Lead Times and Delays
Lead times depend on parts availability, repair complexity, and LCAP’s processing capacity. Items requiring extensive repairs may be sent to Germany, and estimated timelines will be provided after inspection.
7. Liability and Risk Management
• Transport and Risk of Loss
- ◦ Customers assume all risks associated with transport, including potential loss or damage. LSP recommends insuring items and using secure packaging.
• Limitations of Liability
- ◦ LSP and LCAP are not liable for damages caused by circumstances beyond our control, including natural disasters.
8. Customer Support and Contact Information
For inquiries or further assistance, please contact [email protected]. You may also reach us at 0917 700 5186 or (02) 7729 5567.
Our team at Leica Store Philippines is committed to delivering service that meets Leica’s international standards of quality and customer care.
Frequently Asked Questions (FAQ)
1. Where are Leica repairs handled?
All Leica repairs are managed through Leica Camera Asia Pacific Pte. Ltd. in Singapore. Leica Store Philippines coordinates the process but does not perform any local repairs.
2. Are there fees for warranty services?
No handling fee is applied for locally purchased products still under warranty. For out-of-warranty items, fees are based on item value, with tiers as follows:
- PHP 8,000 for items valued at PHP 15,000–100,000
- PHP 13,000 for items valued at PHP 100,001–500,000
- PHP 18,000 for items valued at PHP 500,001–1,500,000
3. What items should I send for service?
Please send only the item requiring service, excluding any accessories (e.g., straps, SD cards) unless necessary for diagnostics. Include chargers or other essentials only if relevant to the reported issue.
4. How do I submit a warranty claim?
To claim warranty service, provide the original purchase receipt and the completed Leica warranty card. We encourage you to register your product at club.leica-camera.com for added benefits and faster service.
5. What should I do if I purchased my Leica product outside the Philippines?
For now, Leica Store Philippines does not handle service requests for items purchased internationally.
6. What are the lead times for service?
Lead times vary depending on the complexity of the repair and parts availability. For extensive repairs, items may be forwarded to Leica’s facility in Germany, with estimated timelines provided after inspection.
7. How do I authorize someone to collect my item?
You may authorize another person to collect your item by providing a signed authorization and valid proof of identity for both parties.
8. What happens if I don’t claim my item after service?
You must collect your item within 15 days of notification. After 15 days, a storage fee of PHP 500 per day applies. Items unclaimed after 90 days may be legally disposed of to cover accrued fees.
9. Who can I contact for support?
For questions or support, please email [email protected] or call 0917 700 5186 or (02) 7729 5567.