Professional photographers don’t just demand great performance from their cameras, they need reliability too. That’s why we’ve developed FUJIFILM Professional Services – an enhanced service and support programme designed to keep you shooting, and get you back up and running as soon as possible if you do have a problem.
Benefits of FUJIFILM Professional Services
Super Quick Service
Benefits of FUJIFILM Professional Services
Use of a loan camera
Your GFX kit will be fixed in just two working days. Anything else will be ready in three working days.*
Annual Health check
If we can’t repair your camera within our deadlines, we’ll offer you a loan camera until yours is ready.
Once a year, our FUJIIFILM experts will fully check and clean two pieces of your kit, free of charge.
discount on repair costs
We’ll send out prepaid packaging so you can deliver your kit to us safely and securely. We’ll send it back to you free of charge too.
FUJIFILM Professional Services (‘FPS’) Terms and Conditions
1. General Membership Conditions
a. Membership can only be made via the FUJIFILM Registration Portal fujifilm-connect.eu/fps.php.
b. All required details on FUJIFILM’s registration portal need to be completed. FPS membership is subject to registration verification.
c. Membership can only be granted to citizens of the United Kingdom with a UK postal address.
d. Membership can only be granted to customers who purchase their FUJIFILM products via an Authorised FUJIFILM Retailer within the last 24 months. Details on Authorised FUJIFILM Retailers can be obtained from the FUJIFILM website.
e. Authorised FUJIFILM Retailers buy FUJIFILM products from FUJIFILM Electronic Imaging Europe (FEIE), who runs and finances the FPS scheme. Should the FUJIFILM product be bought from a non-authorised retailer (most likely from an overseas ‘grey’ internet site), the customer must contact that site or retail store regarding any special service or repair provision. FEIE cannot be responsible for any product bought from a non-authorised site, since the condition or fitness for purpose cannot be guaranteed.
f. Customers who buy FUJIFILM products outside the United Kingdom and live outside the United Kingdom should contact FUJIFILM in that country about registration.
g. Customers who gain membership in one country, but wish to use FUJIFILM FPS services in another country, should contact by telephone or email FUJIFILM in the country where they wish to have the product repaired, to confirm whether FPS services are available.
h. For non-UK customers who have gained FPS membership in another country, FUJIFILM will use best endeavours to provide such FPS service, but reserve the right to refuse such services if reasonable guarantees about return of Loaned Equipment (for example) cannot be provided.
i. Members are responsible to keep all registration information up-to-date, including contact information (mailing address, email address, phone numbers, etc.) so that FPS notices (including renewal notices) may be provided. If the contact information is not kept up-to-date, FUJIFILM will not be responsible for notices or other mailings or shipments that are not received, nor will it be obliged to renew membership at the end of the two year period if contact cannot be established with the FPS member.
2. Eligibility for Membership
a. Customers who have purchased a qualifying GFX camera body and a qualifying GF lens
b. Customers who own two qualifying X series bodies and three qualifying XF series lenses.
i. Qualifying X series cameras are:
ii. Qualifying XF lenses are:
FUJINON XF14mmF2.8 R
FUJINON XF16mmF1.4 R WR
FUJINON XF23mmF1.4 R
FUJINON XF35mmF1.4 R
FUJINON XF56mmF1.2 R
FUJINON XF56mmF1.2 R APD
FUJINON XF80mm F2.8 R LM OIS WR Macro
FUJINON XF90mmF2 R LM WR
FUJINON XF200mmF2 R LM OIS WR
FUJINON XF8-16mmF2.8 R LM WR
FUJINON XF16-55mmF2.8 R LM WR
FUJINON XF50-140mmF2.8 R OIS WR
FUJINON GF100-200mmF5.6 R LM OIS WR
FUJINON XF100-400mm F4.5-5.6 R LM OIS WR
c. Full-time working professionals earning the majority of their income from photography, and who have purchased at least one qualifying body and one qualifying lens. Professional photographers must contact FUJIFILM to demonstrate their professional credentials.
FUJIFILM reserve the right to ask for evidence (invoices, letterheads, VAT receipts, for example) to prove that the applicant is a working professional.
a. The value of membership is £260 per year. For the first 2 years, membership will be offered free-of-charge.
b. There are no circumstances whereby a customer can claim the cash value of FPS membership from FUJIFILM.
a. The initial Membership Term will be for a period of 2 years.
b. Membership will automatically lapse after 2 years, and the FPS member will need to reapply.
c. Within 30 days of the end of the membership period, the customer will be contacted and invited to re-apply.
d. At that point, FUJIFILM reserves the right to change the terms of the scheme, including the list of qualifying products. FUJIFILM will also advise whether FPS can continue as a free membership scheme or whether FPS becomes chargeable.
5. Repair Benefits
a. FUJIFILM will give FPS members a priority service and use best endeavours to make any repair or service within two working days for GFX products and three working days for X series products (‘turnaround time’).
b. The turnaround time is defined as the time from when the item is received by FUJIFILM to when the item is despatched again by FUJIFILM.
c. FUJIFILM will use carrier services of its own choosing to pick up the product from the shop or from the consumer, and cannot be held responsible for delays in pick-up or delivery.
d. FUJIFILM will return the repaired camera to the customer at its own cost.
e. The turnaround cannot be guaranteed, because there may be reasons why the repair time will be extended. For example:
i. Spare parts are not available
ii. A very complicated repair
iii. Question on eligibility (for instance, for FPS membership or whether the product can be repaired under warranty)
iv. If the customer is not from the United Kingdom
f. Once membership of FPS is confirmed, all the X and GFX bodies, lenses and accessories owned by the member can receive the service benefits of FPS membership (not just the products that were used to claim membership).
6. Loan (or ‘Loaned Equipment’)
a. Should the promised repair times not be met, FUJIFILM will contact the customer or the dealer to offer a loan product.
b. The loan will need to be approved by FUJIFILM before it can be shipped.
c. It may not always be possible to loan the exact same model, but every effort will be made to provide a suitable replacement.
d. All Loaned Equipment will be have been checked and will be fully operational, but could be scuffed, scratched or marked.
e. No SD card, accessories or battery charger will generally be made available, unless the customer makes a specific request, and that request is granted by FUJIFILM.
f. The Loaned Equipment is owned by FUJIFILM at all times and may not be loaned, sold or otherwise transferred by the FPS member to any third party for any reason.
g. The FPS member agrees:
i. To use the Loaned Equipment in accordance with the provided FUJIFILM manual or instructions.
ii. To return the Loaned Equipment according to the agreement, in good condition, reasonable wear and tear excluded.
iii. To protect the Loaned Equipment against shock, impact, water damage, sand, dirt, and other harmful substances which may cause damage to the Loaned Equipment, and other situations and climates that may cause damage to the Loaned Equipment.
iv. That while the Loaned Equipment is in the FPS member’s possession and until its return to FUJIFILM, the Member will bear all risks and damage, including any damage caused by improper packaging of the Loaned Equipment for its return.
v. To reimburse FUJIFILM for the cost of any repairs to, or replacement of, the Loaned Equipment caused by damage to the Loaned Equipment while on loan, including any damage or loss caused by theft, improper use, or improper packaging of the Loaned Equipment for its return.
vi. That if the Loaned Equipment is not returned by the FPS member then FUJIFILM will retain the product sent to FUJIFILM for repair until the Loaned Equipment is returned. FUJIFILM reserves the right to take formal proceedings to recover the loss of any Loaned Equipment.
vii. That, in extreme instances, if any repair or maintenance is required for the Loaned Equipment, the FPS member will contact FUJIFILM to explain the problem with the equipment.
viii. That at the end of the agreed loan period, the product will be returned to FUJIFILM in a timely manner.
h. FUJIFILM will provide the Loaned Equipment to you by its nominated carrier. A prepaid shipping label will be included for the return of the Loaned Equipment.
i. The FPS member agrees to retain all packaging materials originally provided in order to ensure proper packing of the Loaned Equipment for return to FUJIFILM, and will be responsible for any damage or loss to the Loaned Equipment incurred during return shipping, if it can be shown that the damage was caused by improper packaging.
j. The FPS member is expected to remove the SD card prior to the return of the Loaned Equipment, and acknowledges that FUJIFILM shall have no responsibility for any damage or loss to any SD card that is returned with the Loaned Equipment, or for any images on such SD Card.
k. The FPS member acknowledges that FUJIFILM reserves the right to recall any item of Loaned Equipment, for any reason, at any time upon notice to the FPS member, and in this event, the FPS member agrees to promptly return the Loaned Equipment.
l. The FPS member acknowledges and agrees that the Loaned Equipment is loaned without any warranty. There are no warranties of any kind, express or implied, relating to the performance of the Loaned Equipment, and any and all such warranties are expressly disclaimed, including implied warranty of merchantability and fitness for the particular purpose. FUJIFILM shall not be liable for any damages including without limitation, any direct, incidental or consequential damage (such as, by way of example only, lost profits, economic loss, lost opportunity, cost of cover, damage to reputation or good will), arising out of the provision, use or inability to use any Loaned Equipment.
7. Health Check and Sensor Clean
a. FPS members are entitled to submit up to two products each year to FUJIFILM for a free check (a product means either a camera body or a camera lens, so members can send a body and lens, two bodies, or two lenses).
b. Should a member’s entitlement not be used in any one year, that entitlement cannot be carried forward. The health check can apply to any FUJIFILM camera product that is owned; not just the products used for original registration.
c. Should a Health Check and Sensor Clean be required beyond the 2 products per year, then standard charges will apply. Please contact FUJIFILM for a quotation.
d. The Health Check and Clean services must happen at the same time.
e. The definition of a Health Check and Sensor Clean can be found on the FUJIFILM Website.
f. FUJIFILM reserves the right to vary this definition as it sees fit, and does not need to inform FPS members. The current definition is as follows:
Body focus check; Focus Plane, Back Focus, Macro, Focus Modes.
Lens focus check; Focus Plane, Back Focus, Macro.
Exposure check; Shutter speed, Aperture, Metering.
Viewfinder; Dual function, Eye sensor, Dioptre.
White balance; Automatic, Presets, Manual.
Output; HDMI, USB, Mic.
External clean; Sensor, Viewfinder, Optics, Exterior casing.
Misc; Horizon level, Battery consumption, Firmware, Button operation.
8. Discount on Out-of-Warranty Repair
a. Any repairs carried out outside of the manufacturer’s standard warranty will be discounted by 15%. Information on the schedule of charges outside warranty can be obtained by contacting FUJIFILM directly. Customers may either send their camera directly to FUJIFILM for an out-of-warranty repair, or they may choose to send it via a retailer. The 15% discount on out-of-warranty repair can only be offered if the camera is sent directly to FUJIFILM, since the price level offered by the retailer is up to the retailer. It is against the law for FUJIFILM to decide a price on the retailer’s behalf.
9. Modifications to the FPS Program
a. The FPS Scheme may be changed or terminated by FUJIFILM at any time by posting updated FPS Terms and Conditions on FUJIFILM website, or by otherwise notifying participants by email, mail, or other delivery means.
10. Non-FPS Service
a. If, for whatever reason, products cannot be repaired or serviced under FPS, a customer will receive service under the standard warranty conditions.
b. The offer of an enhanced service under FPS does not affect in any way FUJIFILM’s warranty conditions or the customer’s normal rights under Consumer Law. The provision of warranty by FUJIFILM is independent of the service offered under FPS.
11. Force Majeure
a. In the event FUJIFILM is unable to carry out the FPS Program services at any time by reason of strike or labour issues, riots, insurrection, fires, flood, storm, explosions, acts of God, war, governmental action, labour conditions, earthquakes, utility issues, the threat of terrorist activities, supply shortages, carrier or transportation issues, or any other causes that are beyond the reasonable control of FUJIFILM without its fault or negligence (a “Force Majeure” event), FUJIFILM will give you notice to as soon as commercially practicable advising you of the Force Majeure event and the reasons for the delay or non-performance, and make all commercially reasonable efforts to resume performance as soon as possible.
12. General Terms
a. The FPS Terms and Conditions shall be governed by the laws of the United Kingdom and any dispute arising hereunder will be resolved in accordance with the laws of the United Kingdom. The FPS Terms and Conditions shall not be amended or otherwise modified except in a writing authorised by FUJIFILM’s senior management (email or website postings being acceptable). In the event any of these Terms are held to be invalid or otherwise unenforceable by a court of competent jurisdiction, such term (or part thereof) shall be enforced to the extent possible consistent with the stated intention of the parties, or, if incapable of such enforcement, will be deemed to be deleted, while the remaining provisions of these Terms will remain in full force and effect.
b. Neither a member’s participation nor any FPS benefits may be assigned or otherwise transferred to another party, and any attempted assignment or transfer shall be void. Any waiver of any breach or failure to enforce any of these FPS Terms and Conditions shall not in any way affect, limit or waive FUJIFILM’s right thereafter to enforce and compel strict compliance with every term and condition hereof. These FPS Terms and Conditions, together with and any other document FUJIFILM may designate from time to time as part of the FPS Scheme, constitutes the entire agreement relating the FPS Scheme and supersedes all prior and contemporaneous agreements or representations, written or oral, of the parties pertaining to such subject matter.
Warranty Terms and Conditions for United Kingdom
Thank you for purchasing a FUJIFILM product.
What is a warranty?
Your product has been manufactured to precise standards, with rigid quality control through every part of the manufacturing process. When you bought your FUJIFILM product, you were given a warranty, which means for a certain period after purchase, any manufacturing defect will be repaired by FUJIFILM free-of-charge. Our products are extremely reliable, but like all complex equipment, it is possible that faults can develop over time.
How long does my warranty last?
The warranty period for products bought in United Kingdom is 12 months. The warranty period begins from the date printed on your shop or Web receipt.
What do I need to claim a free repair under warranty?
All you will need is the receipt that you were given by the shop or Website or you bought it from. It’s very important that you look after your receipt, as without this evidence you cannot make a claim on your warranty. You do not need to present a Warranty Card to claim your warranty.
What if the warranty period has expired?
If the warranty period has expired, you will need to pay for the repair. You should contact your local repair centre to find out how much the repair will cost. Then you can decide whether or not to go ahead.
What is not covered by the warranty?
The warranty does not cover normal wear and tear, scratching, abrasions or cosmetic damage. More specifically, it does not cover damage caused by:
Any misuse or improper handling (the camera should be protected if carried in a bag or a case)
Dropping or knocking the product
A repair, modification or cleaning done by anyone other than FUJIFILM or a FUJIFILM Authorised Service Centre
Leaking or exhausted batteries
Improper storage (extremes of temperature or humidity)
The entry of water, sand, dust etc. into the camera
How do I claim a repair under warranty?
You can either take or send the product to the shop or Website you bought it from or direct to FUJIFILM or a FUJIFILM Authorised Repair Centre. You must meet the cost for sending the product back to shop, Website or to FUJIFILM. The cost of returning the product to you will be met by the shop or by FUJIFILM.
What happens if I bought the camera somewhere different from where I live?
We can repair your camera under the terms of your warranty as long as you have a receipt which shows both the date and country of purchase.
What happens if I have lost my shop receipt?
If you have lost your receipt, you will have no evidence that the product is within its warranty period, so regrettably you will have to pay for the repair.
How do I go about getting a repair under warranty?
You will need to return your product, with a copy of the shop or Web receipt, to the shop or Website you bought it from or direct to FUJIFILM or to a FUJIFILM Authorised Repair Centre. Make sure that:
the product is packed with a sufficient protection to prevent any further damage. It is your responsibility to ensure that the product arrives safely.
you give us your name, address, telephone number and e-mail address (if you have one) – otherwise we cannot return the product to you!
Just send us back the product. Please do not send us any accessories, like media cards, batteries, software CDs or manuals.
1. FUJIFILM’s liability is strictly limited to repairing or replacing the product. FUJIFILM has no liability for indirect or consequential loss of any kind due to a defect with this product.
2. FUJIFILM accepts no liability for loss of data or pictures caused by the product’s malfunction.
3. FUJIFILM reserves the right not to repair a product under warranty if the serial number has been removed, altered or defaced.
4. FUJIFILM will normally use new parts, but reserves the right to use reconditioned or repaired parts.
5. Any defective parts replaced in the camera become the property of FUJIFILM.
6. This warranty is in addition to (and does not affect) your statutory rights as a consumer.
7. FUJIFILM reserves the right to replace the entire product as an alternative to a repair.
8. If products are sent to FUJIFILM without any contact details, FUJIFILM reserves the right to dispose of your product three months after receipt.
9. If a product is sent to FUJIFILM without adequate protection, and the product is damaged in transit, FUJIFILM reserve the right to charge for any extra repair.