FAQs

Technical and Customer Support

If you would like technical support for one of our instruments, please contact us in one of the following ways and try to ensure you have the instrument with you, and/or the serial number:

- Call us on Tel: 01367 899553 during office hours
- Email your enquiry to info@shawcity.co.uk and we will get back to you within 24 working hours.

Our normal office hours are 8.30am-5.00pm Monday-Thursday and 8.30am-4.00pm Fridays.

Product Manuals

If you need to download a copy of the User Manual for your instrument please search our web site for your product using the search bar. The product manual will be at the bottom of the product description. If you cannot find a manual, please contact us via one of the options above and we will be able to assist you.

Service, Calibration, Repair & Hire FAQs

Search the lists below for our most common FAQs on these subjects. If you have any further questions, or would like to book a service, calibration, repair or hire email us at serviceadmin@shawcity.co.uk or hire@shawcity.co.uk or call 01367 899553.

Service, Calibration & Repair FAQs

Can I arrange for the hire instrument to be delivered on a Saturday?

A:

A:

This depends on your postcode, please contact us to enquire. No carrier can guarantee a Saturday delivery to every postcode in the UK.

Can I hire an instrument while I wait for delivery of one I have purchased from you?

A:

A:

Yes. If you are hiring an instrument while you wait for your purchased instrument to be delivered from us we offer two week’s hire off the purchase price of the instrument. Please contact our Hire Team on Tel: 01793 780900 or email hire@shawcity.co.uk for further information.

Can I return my hire early?

A: Yes, you can. Contact our Hire Team to discuss your requirements before you make any arrangements. If the instrument is received by us a week or more early, we will be able to arrange a refund of the remaining hire costs paid.

Can you advise me how to use the instrument once I’ve hired it?

A:

A:

All hire instruments come with full manufacturer’s instructions. If you need further help you can contact our Hire Team on tel: 01793 780900 who will be able to advise you on any particular issues or concerns you have.

Do I need to arrange insurance to cover the instrument while I have it?

A:

A:

Yes, we would recommend you have insurance in place which will cover the instrument while with you and in transit to or from us if using your own courier as you would be liable for any loss or damage during this time. Most business insurance policies should cover hired goods, but it’s best to check the details of your particular policy for your own peace of mind.

Do you offer a data interpretation service?

A:

A:

No, we don’t. But if you need this type of service you can arrange for a certified occupational hygiene professional to interpret your data for you. It is best to discuss your requirements with them before you hire the instrument, so they can advise you on the best type of equipment and set up needed to capture the specific data you want.

Does calibration/servicing affect the stored data/memory on my instrument?

A:

A:

In every event, we would always recommend downloading your data before sending your instrument to us for your total peace of mind. Please bear in mind that if your instrument requires a repair or firmware upgrade - or worse, is beyond repair - we cannot guarantee data will be available to download from the device. Shawcity will not be liable for any loss of data on an instrument sent to our service centre.

How can I work while my instrument is in for calibration/service?

A:

A:

We offer a wide range of instruments which we can arrange to hire to you while your instrument is with us. We will arrange for you to have the hire instrument before you send yours in and you can return the hire after you have received your instrument back from us, meaning no down time for you.

How do I download the data I’ve recorded on the instrument?

A:

A:

At the outset of hire, the Hirer will request data logging intervals if required. Software to download data is always provided with each hire instrument. However, if the Hirer is unable to download the data, Shawcity can download it when the instrument is returned and forward the data to the Hirer. This MUST be requested prior to the Hire being returned to ensure the data is saved.

How do I send my instrument?

A:

A:

Firstly, download our service and calibration form from our website and fill in all of the details. Then package your instrument securely, remembering to include the completed form with it. Please also email a copy of the form to serviceadmin@shawcity.co.uk.

If it has one, please send it in the manufacturer’s carry case it came with. If this is not available, please use plenty of packaging materials to ensure it is well protected during transit. Shawcity will not be liable for any accidental damage caused to equipment during transit.

IMPORTANT NOTES:

i) Please ensure all leads, chargers, probes and other accessories are also packed when you send your instrument. This allows us to check for any faults with these parts as well as the instrument itself.

ii) If you are sending a gas monitor, please ensure gas cylinders are removed prior to sending it as shipping gas requires a special service and incurs extra costs.

Then either:

A) You Send It and We’ll Return It

Arrange to send your instrument to us using your own courier service and we will send it back to you using ours. Cost £10.00 + VAT for UK mainland and Northern Ireland. For more than one instrument please contact us for a price.

Or

B) We’ll Collect It and Return It

Contact us to arrange for our courier service to collect it from you and we will also send it back to you. Cost £20.00 + VAT for UK mainland and Northern Ireland. For more than one instrument please contact us for a price.

How do you get the hire instrument to me?

A:

A:

Instruments are sent to you via our courier DHL on a next day delivery if ordered before noon the previous day. If you are really short of time, you also have the option to pick up your hire instrument directly from us in Oxfordshire the same day; providing you contact us in advance to ensure we have it in stock and to give our team enough time to check and prepare it for you.

How much will it cost and how long will it take?

A:

A:

The cost of calibrating and servicing instruments varies according to how complex the instrument and procedure involved is. Calibration prices start from £30.

We always endeavour to dispatch your instrument back to you within five working days of receiving it (excluding weekends and bank holidays) except where faults are detected or repairs are necessary. If there are any delaying factors, such as discovering a fault or the need to order replacement parts, we will let you know what turnaround you can expect and when we should be able to return it to you.

If you have a more urgent requirement for a service or calibration, please contact our Service Team on Tel: 01367 899554 or email: serviceadmin@shawcity.co.uk and we will try our best to accommodate your request. Please note there may be a premium charged for this service but we will, of course, discuss all of your options with you before you proceed.

How often do I need to calibrate my instrument/s?

A:

A:

Most instruments should be calibrated and serviced once a year, regardless of how often they are used. Some instruments will have different requirements, but either we or the manufacturer will be able to advise you of any exceptions.

Other circumstances which may mean your instrument needs a calibration in between annual checks include drops or heavy knocks, an electrical surge, moisture, long exposure to extreme temperatures or if you suspect the readings may not be correct or consistent.

A certificate is issued each time your instrument is factory calibrated. When this expires it will need to be done again, regardless of how much it has been used in the interim. Shawcity will send you calibration and/or service reminders to help you ensure your instrument is always compliant and performing at its best.

I need the instrument for longer than I thought, do I need to arrange a new hire?

A:

A:

No, simply contact us to request an extension of hire if your usage exceeds your original hire duration. Please provide us with another PO or approval to use the original PO in writing.

I need to hire an instrument but I’m not sure which one would be best?

A:

A:

Our friendly Hire Team and Product Specialist Managers are available to discuss your project with you and advise you on the instrument best suited for the job you need it for. Just contact us on Tel: 01793 780900 or email hire@shawcity.co.uk for help or advice.

Is there any discount for hiring multiple instruments?

A:

A:

Yes, the discount structure is shown below. Please note: We also offer discounts for long-term instrument hire; if you are hiring multiple instruments over multiple weeks, only one discount structure will apply.

Number of Instruments Hired % Discount Applied
1-2 0%
3-4 5%
5-10 10%
10+ 20%

Is there any discount for long-term hire?

A:

A:

Yes, the discount structure is shown below. Please note: We also offer discounts for multiple instrument hires; if you are hiring multiple instruments over multiple weeks, only one discount structure will apply.

Number of Weeks’ Hire % Discount Applied
Up to 2 weeks 0%
2 weeks up to 4 weeks 5%
4 weeks up to 10 weeks 10%
10+ weeks 20%

Returning the Instrument

A:

A:

Once you have finished with the instrument you can arrange for your own courier to return it, or we can arrange a courier return to us for a charge.

What equipment is included in the hire agreement?

A:

A:

All instruments will be provided in a durable protective case suitable for transportation and use on site. All instruments also come with docks, batteries and charging capability where applicable, power leads, software and manufacturer manuals and data logging if requested. If you have any questions or particular requirements, please discuss these at the time you arrange your hire.

What happens if I forget to send the hire instrument back in time?

A:

A:

The Hire Team will send you a reminder when your hire agreement is coming to an end and will ask if i) you require a hire extension ii) you are making arrangements to return the instrument or would like us to arrange collection of the instrument. Any instruments received at Shawcity more than three days after the agreed hire period has ended will be charged additional hire fees.

What happens if my instrument fails calibration?

A:

A:

If we are able to repair it, we will contact you and ask you to authorise a full inspection. The fee for this inspection is £75. A quote will be prepared for the work needed, including the cost of spares required.

If you wish to proceed with the repair, we will ask you for a PO to authorise the work and the calibration fee. Your £75 inspection fee will be waived.

If you decide not to have the instrument repaired or we are unable to repair it, it will be sent back to you and the inspection fee will be charged along with a £10 carriage fee.

What if I have a problem with the instrument while I have it on hire?

A:

A:

If you have any concerns about using the instrument, you can contact us to ask for advice or help. For example, we can help you check the unit is functioning correctly over the phone. If we establish there is a problem with the instrument, we will immediately despatch a replacement free of charge and arrange for the faulty instrument to be returned to us with no cost to you.

What if the instrument gets damaged or lost while I’m hiring it?

A:

A:

Please notify Shawcity immediately to report any loss or damage to the equipment. If an instrument is damaged during a hire, the Hirer may be liable for all works necessary to repair or, if necessary, replace the instrument. A decision will be made at the discretion of Shawcity. If an instrument is lost, Shawcity will continue to charge the Hirer the full cost of hire for the equipment until the instrument is found and returned. If the instrument cannot be found, the Hirer shall be liable for the new cost of replacing the equipment hired. The value of the instrument is included on the quote and can be referred to for insurance purposes.

What is calibration?

A:

A: Calibration is the process of checking and testing that an instrument is giving correct and accurate readings.

Why do I need to service and factory calibrate my equipment?

A:

A:

In between calibrations the performance and accuracy of your instrument can change. This can be down to various factors including damage from knocks or drops, a sudden surge of electricity, moisture or long exposure to extreme temperatures. Consequently, small changes can occur and the instrument’s readings may not be accurate.

Regular calibration will ensure your instrument gives correct readings. This is vital in terms of accuracy and safety when using the instrument and is essential to ensure its use is compliant with health and safety legislation.

It is important that you have your instrument serviced and factory calibrated by a trained service engineer who is authorised by the manufacturer. If not, you may find that your product warranty is voided or the service will not be deemed valid and performance not guaranteed, should you have any issues with the use of the instrument.

Why should I use Shawcity?

A:

A:

Good question! Our calibration, service and repair work is undertaken by our manufacturer-trained and approved technicians. Our service options are also UKAS and ATEX certified, meaning you can be assured any work undertaken is with the full authority of the manufacturer and within the terms of your warranty. You’d be surprised how many service centres are not manufacturer-approved, which can invalidate the warranty on your instrument.

For servicing and repairs our technicians will thoroughly inspect and test your instrument and will even clean it for you before returning it to you. Any work that needs to be undertaken on the device will always be approved by you first, so you are always in control.

We also sell and hire a wide range of instruments as well as provide training, so we offer all-round expert knowledge and total support, as well as more than forty years of experience as industry specialists.

Why would I hire an instrument?

A:

A:

There are several reasons. Sometimes the instrument may only be required for a short period or occasional use, meaning it would not be economic to invest in buying one outright. Sometimes if you have an instrument which needs an annual service, you may need a hire instrument to use while yours is in our Service Centre. Also, customers often like to use an instrument on a hire basis so they can try it and possibly others before committing to making a purchase.

Hire FAQs

Can I arrange for the hire instrument to be delivered on a Saturday?

A:

This depends on your postcode, please contact us to enquire. No carrier can guarantee a Saturday delivery to every postcode in the UK.

Can I hire an instrument while I wait for delivery of one I have purchased from you?

A:

Yes. If you are hiring an instrument while you wait for your purchased instrument to be delivered from us we offer two week’s hire off the purchase price of the instrument. Please contact our Hire Team on Tel: 01793 780900 or email hire@shawcity.co.uk for further information.

Can I return my hire early?

A:

Yes, you can. Contact our Hire Team to discuss your requirements before you make any arrangements. If the instrument is received by us a week or more early, we will be able to arrange a refund of the remaining hire costs paid.

Can you advise me how to use the instrument once I’ve hired it?

A:

All hire instruments come with full manufacturer’s instructions. If you need further help you can contact our Hire Team on tel: 01793 780900 who will be able to advise you on any particular issues or concerns you have.

Do I need to arrange insurance to cover the instrument while I have it?

A:

Yes, we would recommend you have insurance in place which will cover the instrument while with you and in transit to or from us if using your own courier as you would be liable for any loss or damage during this time. Most business insurance policies should cover hired goods, but it’s best to check the details of your particular policy for your own peace of mind.

Do you offer a data interpretation service?

A:

No, we don’t. But if you need this type of service you can arrange for a certified occupational hygiene professional to interpret your data for you. It is best to discuss your requirements with them before you hire the instrument, so they can advise you on the best type of equipment and set up needed to capture the specific data you want.

How do I download the data I’ve recorded on the instrument?

A:

At the outset of hire, the Hirer will request data logging intervals if required. Software to download data is always provided with each hire instrument. However, if the Hirer is unable to download the data, Shawcity can download it when the instrument is returned and forward the data to the Hirer. This MUST be requested prior to the Hire being returned to ensure the data is saved.

How do you get the hire instrument to me?

A:

Instruments are sent to you via our courier DHL on a next day delivery if ordered before noon the previous day. If you are really short of time, you also have the option to pick up your hire instrument directly from us in Oxfordshire the same day; providing you contact us in advance to ensure we have it in stock and to give our team enough time to check and prepare it for you.

How long can I hire the instrument for?

A:

The minimum hire period we offer is 3 days, but there is no maximum so you can keep the instrument on hire for as long as you need it. If you already have the instrument on hire, you can contact us to arrange to extend your hire agreement.

How much does it cost to hire an instrument?

A:

The cost varies depending on the complexity and value of the instrument. Prices start from £45.00 per week.

I need the instrument for longer than I thought, do I need to arrange a new hire?

A:

No, simply contact us to request an extension of hire if your usage exceeds your original hire duration. Please provide us with another PO or approval to use the original PO in writing.

I need to hire an instrument but I’m not sure which one would be best?

A:

Our friendly Hire Team and Product Specialist Managers are available to discuss your project with you and advise you on the instrument best suited for the job you need it for. Just contact us on Tel: 01793 780900 or email hire@shawcity.co.uk for help or advice.

Is there any discount for hiring multiple instruments?

A:

Yes, the discount structure is shown below. Please note: We also offer discounts for long-term instrument hire; if you are hiring multiple instruments over multiple weeks, only one discount structure will apply.

Number of Instruments Hired % Discount Applied
1-2 0%
3-4 5%
5-10 10%
10+ 20%

Is there any discount for long-term hire?

A:

Yes, the discount structure is shown below. Please note: We also offer discounts for multiple instrument hires; if you are hiring multiple instruments over multiple weeks, only one discount structure will apply.

Number of Weeks’ Hire % Discount Applied
Up to 2 weeks 0%
2 weeks up to 4 weeks 5%
4 weeks up to 10 weeks 10%
10+ weeks 20%

Returning the Instrument

A:

Once you have finished with the instrument you can arrange for your own courier to return it, or we can arrange a courier return to us for a charge.

What equipment is included in the hire agreement?

A:

All instruments will be provided in a durable protective case suitable for transportation and use on site. All instruments also come with docks, batteries and charging capability where applicable, power leads, software and manufacturer manuals and data logging if requested. If you have any questions or particular requirements, please discuss these at the time you arrange your hire.

What happens if I forget to send the hire instrument back in time?

A:

The Hire Team will send you a reminder when your hire agreement is coming to an end and will ask if i) you require a hire extension ii) you are making arrangements to return the instrument or would like us to arrange collection of the instrument. Any instruments received at Shawcity more than three days after the agreed hire period has ended will be charged additional hire fees.

What if I have a problem with the instrument while I have it on hire?

A:

If you have any concerns about using the instrument, you can contact us to ask for advice or help. For example, we can help you check the unit is functioning correctly over the phone. If we establish there is a problem with the instrument, we will immediately despatch a replacement free of charge and arrange for the faulty instrument to be returned to us with no cost to you.

What if the instrument gets damaged or lost while I’m hiring it?

A:

Please notify Shawcity immediately to report any loss or damage to the equipment. If an instrument is damaged during a hire, the Hirer may be liable for all works necessary to repair or, if necessary, replace the instrument. A decision will be made at the discretion of Shawcity. If an instrument is lost, Shawcity will continue to charge the Hirer the full cost of hire for the equipment until the instrument is found and returned. If the instrument cannot be found, the Hirer shall be liable for the new cost of replacing the equipment hired. The value of the instrument is included on the quote and can be referred to for insurance purposes.

Why would I hire an instrument?

A:

There are several reasons. Sometimes the instrument may only be required for a short period or occasional use, meaning it would not be economic to invest in buying one outright. Sometimes if you have an instrument which needs an annual service, you may need a hire instrument to use while yours is in our Service Centre. Also, customers often like to use an instrument on a hire basis so they can try it and possibly others before committing to making a purchase.