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Returning items to Kore for repair

This document is intended as a guide to help you send a delicate object to Kore. There are two pitfalls for the unwary to note.


The first is packing - it's a sad fact that we have had more parts returned damaged in shipping than we have undamaged. Even electronics control boxes, if not packed with sufficient space around the cases have been twisted and bent on arrival.

As a general guide make sure the item you are sending back to us has at least 100mm of compressible packing all around it. A good method is to wrap your item in plastic sheet and seal with tape, then use polystyrene chips. Make sure your item cannot sink in the packing material - a layer of bubblewrap under your item that will spread out to the edge of the box should avoid this problem. An even better method is to use expanded foam packing. This can be bought over the web from packaging companies. You simply unwrap the folded bag, break the internal compartment separating the two part foam mix and put the whole thing into your shipping carton. The foam expands in the bag and you can gently put your item on top and it will form up around it. Put another bag on top and hold the box closed until the foam has finished expanding.

Special Case: Detectors

Detectors should be placed into a shipping container and either pumped out with a clean pump (not an oil sealed rotary pump) and/or back filled with a slight positive pressure of gas - Nitrogen works well for us. Then pack as described above with about 200mm of compressible packing all around the container.

If you need to return a detector and do not have a suitable container, please get in touch and we can ship one out to you, in a suitable carton, for you to return to us. We will make a small charge to cover the cost of the carriage and will send the container on a sale or return basis when we ultimately send the repaired item back to you


The second problem arises when shipping from outside the European Community. Any shipment from a customer to Kore and back to the customer will attract import duty and local taxation, VAT in the case of the UK, at both points of entry (i.e.. into the UK and back to the customer home country). For the most part careful selection of the tariff code used on shipping invoices will avoid or at least minimise duty into the UK and similarly when we return it to the customer.

We typically use the following when advising customers shipping into the EC

Mass Spectrometers (whole instruments)
9027 80 17
Parts and spares for Mass Spectrometers
9027 90 50

This is a zero rated tariff - i.e. the tax is 0.00%

For most organisations local tax, such as VAT in the UK, can be redeemed against your end of year tax bill, so we have found it easier and quicker to pay it and reclaim it later.

We have tried using temporary import procedures, but have found that they usually cost more in agent's fees and commission for deferment than the cost of paying the actual duty.

One more thing to note. Don't be tempted to put a low value on the commercial invoice to avoid local taxation. If the goods are damaged or lost in transit, this is the value your insurance will pay - so make sure the value on the invoice is what the goods are worth to you.

Finally, please let us know in advance if you wish to return any item to us. We will issue you with a return reference number, which you should mark clearly on the external packing and your invoice. This will help us keep track of your goods and speed the repair along.

Thanks, if you have any questions please do ask ()!


Last updated: 14:28 03/04/2014

© Kore Technology Limited 2014