Servicing Pro-Ject Turntables

At Henley Audio, we've been promoting, selling and servicing Pro-Ject Audio Systems turntables for many years. So our extensive knowledge and unique, intimate experience with the range makes us the ideal people to talk to whenever you run into trouble with your record player.

A lot of the time we can help resolve your issues on the phone, and the extensive catalogue of spare parts available through our Pro-Ject brand section can allow you to get hold of the most common parts quickly and easily. However, sometimes a little more work is needed, and for that we are able to offer all manner of repairs and servicing in our onsite service centre.

Jump To:  How to Return a Product  |  Service Price List  |  Our Repair Process  |  Returning Through a Retailer  |  Returning Under Warranty

How to Return A Product

We always recommend you send an email to technical@henleyaudio.co.uk if you're thinking of returning your turntable for repair, but if you've already spoken to us or you want to go ahead and send your turntable back anyway, listed below is the process you need to follow.

All returns are handled as-per our Service Policy, detailed here.

1. Confirm what you want us to do.
   Email or call us to discuss your situation, as sometimes your turntable may not need to come back and there may be some solutions you can try at home.
2. Send us an RMA Request.
   If you register an account with us on our website you can submit a new Product Returns request through your My Henley Audio Account portal. This is a simple to follow process, and by setting up in this way you can better track the progress of your eventual repair. 
   Alternatively, we can also book your item in over email if you would prefer. 
   Once we've confirmed your request, we'll give you details on how to get the item back to us. 
3. Pack your item carefully.
   Take care when packing, if you don't have the full original packaging we recommend you read our Packing Advice document.
   Failure to use the original packaging could result in transit damage to the product. Any defects caused by insufficient packaging of the product, and any associated charges that come as a result of those defects, are entirely the responsibility of the customer. In the case where products returned without original packaging are repaired and made available to send back to the customer, Henley Audio will either offer alternative packaging (if available, for a fee) or will make best use of the original return packaging (at the same time as making the customer aware of our concerns). Any damages incurred on the return transit to the customer as a result of poor packaging originally supplied by the customer will not be the responsibility of Henley Audio. With Pro-Ject turntables, exact information on how to pack the turntable is contained in the product's user manual.
   
4. Return your item to us.
   Arrange to send your item back to us by whatever means you choose. We often use DPD Local's courier service, which you can find out about here, but all courier returns are at your own risk and we recommend you read each service providers' terms and conditions before booking.
5. Wait to hear from us.
   We'll inspect your item, and report back with our findings. If you have an online account with us you can see more regular updates in the My Henley Audio Account portal.

Service Price List

There are certain repairs we are happy to offer a set-price repair charge for. These are the prices we will automatically work on for any single repair. If for any reason we have to charge more for one of these jobs, we'll let you know before we do any work so you have the option to change your mind. Equally, if you need more than one job done, we will also work to reduce the total labour charges as best we can for you.

Our Repair Process

Every repair is unique, but there is a general process we follow for all jobs, which is outlined below.

1. We open up and inspect your turntable, at our first available opportunity.
   At this time, we'll also report to you if the item experienced any unexpected damages in transit.
2. We test the reported faults outlined on your RMA Submission form.
   We'll also run further tests to check everything else is OK, at this time.
3. We get in touch with you.
   One of our helpful team will give you a call to discuss our findings and provide a quote for all works, including carriage costs.
4. You tell us what to do.
   If you're happy with the quotation, we'll take payment and complete the repair ASAP. If at this stage you decide not to go ahead, we will arrange to return the turntable back to you for a nominal fee, based upon the amount of time spent inspecting the unit.
   
5. We ship the turntable back.
   To ensure you're parted from your turntable for as little time as possible, we use a next-working-day courier service to ship your turntable back.

All returns to Henley Audio are conducted according to our Service Policy, which is detailed in our Terms & Conditions.

Returning Through a Retailer

If you choose to involve your preferred local retailer in this process, that's absolutely fine. For complete transparency, we will still charge the same labour costs on each of these repairs. The dealer may charge an additional handling fee over these costs, to cover their cost of managing and handling your turntable repair. We recommend you discuss what cost this may be with your retailer before arranging the return.

Returning Under Warranty

If for some reason your turntable has developed a fault while still within its warranty period, you are also welcome to deal with us directly. If you wish to do so, please follow the same process on How to Return a Product above, but be sure to call us first. All items purchased through Amazon, Amazon Marketplace, eBay and other "third-party" sites can only be returned under warranty via the retailer who handled your sale.

To conduct a repair under warranty, we need a copy of your original proof of purchase for the product from an authorised UK retailer included within the box when you ship your turntable back. Unfortunately we are not able to collect warranty claims from domestic addresses; for this service you need to contact the retailer you originally purchased from and arrange to get the turntable back to them. We always recommend returning any product through your retailer, as your contract of sale is with them, and they are legally obliged to support you with any product return. The dealer can help verify the fault and offer you more ongoing support during the warranty process.

If we deem your warranty return to be a viable warranty claim, we will conduct your repair free of charge and ship the turntable back to a mainland UK address at our cost.

For more on Warranty Claims for all our brands, please click here.
To read Pro-Ject's manufacturer warranty terms and conditions, please click here.