Order error
We understand that sometimes mistakes happen. If you have ordered the wrong product, simply get in touch with Customer Services with the serial number and reason for return and they will assist.
Change request
For systems that require an upgrade or a modification, please contact Customer Service with the product details including serial number and modification or upgrade required. They will assist you through the process. Please note that there may be a charge for system modifications or upgrades.
Product faults
If you have a product which is not performing as expected, then we recommend taking the following steps:
- Check the Instruction Manual and Troubleshooting Guide – these are available on the USB memory stick supplied with each CoolLED Illumination System or under individual product pages which you can access from here.
- Contact your supplier for assistance
If you are still unable to resolve your technical issue, please get in touch with Customer Service with the fault details, product serial number, and microscope make and model. Our Technical Support Team will assess the issue and provide a remote solution where possible to get the system back up and running as soon as possible.
At CoolLED we are always looking for ways to improve our products and, as a result, our products are frequently evolving. This ensures that our products offer the latest technology. When it comes to supporting products which have been purchased in the past, we endeavour to repair a product until the end of its life. However, as our products develop and technologies change, this may not always be possible. For this reason, if a product was purchased over 10 years ago we will still offer our repair service but will limit any investigation time to 2 hours. If a resolution cannot be found in this time, we will communicate our findings to you and can either arrange for the product to be returned to you or recycle it as part of the assessment fee.
Where a remote solution is not possible, we will provide a replacement product for systems still within their warranty period or offer a repair service for systems where the warranty has expired (please note that there may be a charge for the repair service).