Service & Support
Service & Support
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 ordered online 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.
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 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.
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.
Thank you, and if you have any questions, please contact Dave at Kore (firstname.lastname@example.org).