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How can we help you?
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Repair enquiry form – UK & Ireland
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We can collect the device via courier, once the repair form is completed. Packing instructions and a label will be provided. On the morning of collection, the courier will contact you with details. Please contact them if there are any issues.
Paying for your repair
SmartCare or warranty-covered faults do not incur any charges. A minimum charge of £120+ shipping, excluding VAT, is applicable if the device is not covered under warranty or in Smartcare Repairs out of warranty require a quote and payment/PO before they can be completed and returned.
Courtesy Loan Devices
A Courtesy loan device can be provided, allowing you to transfer data before repair of your faulty device begins.
Your device
What device are you having problems with?
(Required)
Grid Pad 15 (2020)
Grid Pad 12 (2018)
Grid Pad 10s (2021)
Grid Pad 8 (2019)
Grid Pad 10 (2019)
Talk Pad 8, 10, 13 (2020)
Touch Pad (2019)
Power Pad (2018)
Grid Pad Pro / Eye 18 (2017)
Grid Pad Pro / Eye 13 (2017)
Grid Pad Pro / Eye 11 (2017)
Grid Pad Go 8 (2016)
Grid Pad Go 10 (2016)
Other / Not sure
Please describe your device
Device serial number and / or original invoice number
(Required)
Device issues
What is the problem with your device?
Please be as descriptive as you can, and explain how to replicate any issues.
Additional device
Add another device
What device are you having problems with?
Grid Pad 15 (2020)
Grid Pad 12 (2018)
Grid Pad 10s (2021)
Grid Pad 8 (2019)
Grid Pad 10 (2019)
Talk Pad 8, 10, 13 (2020)
Touch Pad (2019)
Power Pad (2018)
Grid Pad Pro / Eye 18 (2017)
Grid Pad Pro / Eye 13 (2017)
Grid Pad Pro / Eye 11 (2017)
Grid Pad Go 8 (2016)
Grid Pad Go 10 (2016)
Other / Not sure
Please describe your device
Device serial number and / or original invoice number
What is the problem with your device?
Please be as descriptive as you can, and explain how to replicate any issues.
Your details
Please complete your details, these will be used to log your repair request.
Name
(Required)
First
Last
Organisation
Address
Street Address
Address Line 2
City
County
ZIP / Postal Code
Afghanistan
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire, Sint Eustatius and Saba
Bosnia and Herzegovina
Botswana
Bouvet Island
Brazil
British Indian Ocean Territory
Brunei Darussalam
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos Islands
Colombia
Comoros
Congo
Congo, Democratic Republic of the
Cook Islands
Costa Rica
Croatia
Cuba
Curaçao
Cyprus
Czechia
Côte d'Ivoire
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Eswatini
Ethiopia
Falkland Islands
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern Territories
Gabon
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Heard Island and McDonald Islands
Holy See
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iran
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Korea, Democratic People's Republic of
Korea, Republic of
Kuwait
Kyrgyzstan
Lao People's Democratic Republic
Latvia
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Macao
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Netherlands
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
North Macedonia
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestine, State of
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn
Poland
Portugal
Puerto Rico
Qatar
Romania
Russian Federation
Rwanda
Réunion
Saint Barthélemy
Saint Helena, Ascension and Tristan da Cunha
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and the Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia and the South Sandwich Islands
South Sudan
Spain
Sri Lanka
Sudan
Suriname
Svalbard and Jan Mayen
Sweden
Switzerland
Syria Arab Republic
Taiwan
Tajikistan
Tanzania, the United Republic of
Thailand
Timor-Leste
Togo
Tokelau
Tonga
Trinidad and Tobago
Tunisia
Turkmenistan
Turks and Caicos Islands
Tuvalu
Türkiye
US Minor Outlying Islands
Uganda
Ukraine
United Arab Emirates
United Kingdom
United States
Uruguay
Uzbekistan
Vanuatu
Venezuela
Viet Nam
Virgin Islands, British
Virgin Islands, U.S.
Wallis and Futuna
Western Sahara
Yemen
Zambia
Zimbabwe
Åland Islands
Country
Your contact details
Email
(Required)
Phone
(Required)
Do you require a collection?
Yes
No
Where would you like your device to be collected from?
From the address above
From a different address
Collection address
This is where we will collect the device from. These details are provided to our courier.
Organisation
Address
Street Address
Address Line 2
City
County
ZIP / Postal Code
Afghanistan
Albania
Algeria
American Samoa
Andorra
Angola
Anguilla
Antarctica
Antigua and Barbuda
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Belarus
Belgium
Belize
Benin
Bermuda
Bhutan
Bolivia
Bonaire, Sint Eustatius and Saba
Bosnia and Herzegovina
Botswana
Bouvet Island
Brazil
British Indian Ocean Territory
Brunei Darussalam
Bulgaria
Burkina Faso
Burundi
Cambodia
Cameroon
Canada
Cape Verde
Cayman Islands
Central African Republic
Chad
Chile
China
Christmas Island
Cocos Islands
Colombia
Comoros
Congo
Congo, Democratic Republic of the
Cook Islands
Costa Rica
Croatia
Cuba
Curaçao
Cyprus
Czechia
Côte d'Ivoire
Denmark
Djibouti
Dominica
Dominican Republic
Ecuador
Egypt
El Salvador
Equatorial Guinea
Eritrea
Estonia
Eswatini
Ethiopia
Falkland Islands
Faroe Islands
Fiji
Finland
France
French Guiana
French Polynesia
French Southern Territories
Gabon
Gambia
Georgia
Germany
Ghana
Gibraltar
Greece
Greenland
Grenada
Guadeloupe
Guam
Guatemala
Guernsey
Guinea
Guinea-Bissau
Guyana
Haiti
Heard Island and McDonald Islands
Holy See
Honduras
Hong Kong
Hungary
Iceland
India
Indonesia
Iran
Iraq
Ireland
Isle of Man
Israel
Italy
Jamaica
Japan
Jersey
Jordan
Kazakhstan
Kenya
Kiribati
Korea, Democratic People's Republic of
Korea, Republic of
Kuwait
Kyrgyzstan
Lao People's Democratic Republic
Latvia
Lebanon
Lesotho
Liberia
Libya
Liechtenstein
Lithuania
Luxembourg
Macao
Madagascar
Malawi
Malaysia
Maldives
Mali
Malta
Marshall Islands
Martinique
Mauritania
Mauritius
Mayotte
Mexico
Micronesia
Moldova
Monaco
Mongolia
Montenegro
Montserrat
Morocco
Mozambique
Myanmar
Namibia
Nauru
Nepal
Netherlands
New Caledonia
New Zealand
Nicaragua
Niger
Nigeria
Niue
Norfolk Island
North Macedonia
Northern Mariana Islands
Norway
Oman
Pakistan
Palau
Palestine, State of
Panama
Papua New Guinea
Paraguay
Peru
Philippines
Pitcairn
Poland
Portugal
Puerto Rico
Qatar
Romania
Russian Federation
Rwanda
Réunion
Saint Barthélemy
Saint Helena, Ascension and Tristan da Cunha
Saint Kitts and Nevis
Saint Lucia
Saint Martin
Saint Pierre and Miquelon
Saint Vincent and the Grenadines
Samoa
San Marino
Sao Tome and Principe
Saudi Arabia
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Sint Maarten
Slovakia
Slovenia
Solomon Islands
Somalia
South Africa
South Georgia and the South Sandwich Islands
South Sudan
Spain
Sri Lanka
Sudan
Suriname
Svalbard and Jan Mayen
Sweden
Switzerland
Syria Arab Republic
Taiwan
Tajikistan
Tanzania, the United Republic of
Thailand
Timor-Leste
Togo
Tokelau
Tonga
Trinidad and Tobago
Tunisia
Turkmenistan
Turks and Caicos Islands
Tuvalu
Türkiye
US Minor Outlying Islands
Uganda
Ukraine
United Arab Emirates
United Kingdom
United States
Uruguay
Uzbekistan
Vanuatu
Venezuela
Viet Nam
Virgin Islands, British
Virgin Islands, U.S.
Wallis and Futuna
Western Sahara
Yemen
Zambia
Zimbabwe
Åland Islands
Country
Collection details
These are the contact details we will give our courier for the collection of your device. Please ensure these are correct and the named individual knows they will be the contact for our courier!
Name
First
Last
Phone
Email
We will book a collection for the next working day. If that is not convenient, you can change the DPD collection date via the DPD tracking email and/or text message. Please note any collection instructions here
Delivery address
After your repair has taken place we will return your device to you.
Your Address
Please deliver to the above address
Please deliver to the above address
Collection address
Please deliver to the above address
Please deliver to the above address
Deliver to a different address?
Please deliver to a different address
Please deliver to a different address
Name
First
Last
Organisation
Address
Street Address
Address Line 2
City
County
ZIP / Postal Code
Phone
Email
Swap out Device
While your device is being assessed and repaired, we can usually provide a swap-out loan to keep you talking. If you have a SmartCare warranty, we can always provide a swap-out device if needed.
Do you require a swap out device? (A swap-out device will be provided based on the warranty or SmartCare)
Yes
No
Do you require eye gaze camera with the swap out device?
Yes
No
Which camera would you want?
Alea
Lumin-i
Irisbond
MyGaze
Mini
PC Eye Go
TM5
PC Eye
When would you like your swap device?
Send the swap out to my delivery address before collection
Please collect my device before dispatching the swap out
When would you like your swap device?
Send the swap out to my delivery address before collection
Please collect my device before dispatching the swap out
Note: You will be responsible for the back up of the data on your device and the setup of the swap out device.
Note: The swap out will be sent once we receive your device. We will attempt to copy your data onto the swap out device and match your set up.
Summary
Please check your details below.
Your device:
Device :
Other :
Device / invoice serial :
Your issues :
Additional device :
Device / invoice serial :
Second device issues :
Your details:
Name :
Organisation :
Address :
Contact details:
Email :
Phone :
Collection:
Collection required :
Collect from :
Organisation :
Address :
Collection contact:
Contact name :
Phone :
Email :
Swap out device
Is a swap out device needed :
Swap out device delivery :
Delivery
Deliver to your address :
Deliver to the collection address :
Delivery to a different address:
Phone :
Email :
Submission
Your Data
As part of our repair service, we take a backup of the device. This is stored at our repair centre on an encrypted drive. The backup allows us to, in most cases, return the device to you with all of your data intact. While every effort is made to take a backup, please be aware it may not be possible in all cases.
We always recommend taking your own backup of your data.
These backups are kept for 90 days maximum after the dispatch of your device in case there are any issues in transit. At any time you can contact us to erase any backups of your data that we hold.
In some cases devices may be sent to a trusted third party for repair to be completed.
For more information please see our Privacy Policy.
Acceptance of liability
I will have the system and any required accessories packed in sufficient packing and ready to be collected by courier at the agreed time.
I understand that I will be liable for damages that occur in transit due to inadequate packaging.
If any costs are involved in the repair of your device(s), Smartbox will be in touch before any repairs are carried out.
By submitting this form I confirm I have read, understood and agree with the terms of the repair form.
Acceptance
(Required)
I accept the liability for the device(s) I am returning to Smartbox
Our swap-out devices are loaned to people while their own devices are being repaired. They are cleaned and maintained by every person they go to. Please help us keep them in good condition, so that we can continue to help as many people as possible.
I agree that the Smartbox swap out device(s) and all accessories are my responsibility until returned to Smartbox Assistive Technology, and I am responsible for any costs incurred due to damage, loss, or failure to return. I will have the system and accessories packed in sufficient packaging and ready to be collected by courier at the end of the trial period. I understand that I will be liable for damages that occur in transit due to inadequate packaging.
Acceptance
(Required)
I accept the liability for the swap out device(s) and accessories.
I accept that a charge may be incurred if the Smartbox swap out device(s), or any accessory, is kept longer than the loan period agreed with Smartbox. The charge will be equivalent to one month’s rental multiplied by the number of months overdue. This charge will be applied at the discretion of Smartbox.
Acceptance
(Required)
I accept that late return of my swap out device(s), or any accessory, may incur a charge.
I accept to pay a minimum charge of £120+ shipping, excluding VAT, if the device is not covered under warranty or in Smartcare.
Acceptance
(Required)
I accept to pay a minimum charge of £120+ shipping, excluding VAT, if the device is not covered under warranty or in Smartcare.
Permission to contact device provider
When we receive your device back for repair, we record the serial number in our system. If the device was originally purchased by the NHS, we need to inform them that their device has been returned to Smartbox for repair. We will only share the device name, the serial number, and the reported fault. No personal data will be shared with the NHS unless we receive your consent.
NHS service often put coloured labels on the back of the device. Please let us know if your device has one of these stickers and the name of the NHS service.
Tick below to give us permission to contact the provider of your device (NHS Hub, charity etc) if necessary.
Would you like a copy mailed to you?
Enter you email in this box and we will send you a copy
Permission
I give my permission for Smartbox to contact my device provider