PULSAR UK WARRANTY SERVICE COMMITMENT:
PREMIUM PRODUCTS DESERVE PREMIUM SUPPORT.
Provided by the exclusive UK Pulsar distributor, Thomas Jacks Ltd.
Pulsar UK Warranty Service Commitment: Premium Products Deserve Premium Support
Provided by our exclusive UK Distributor Thomas Jacks Limited
When you choose a Pulsar device, you’re investing in performance and precision — and we believe your service experience should match.
If we can confirm your device1 has developed a fault within the warranty period and we are unable to repair or resolve the issue within 10 working days2, we will replace it with a new one3.
What’s more, if the fault is confirmed within the first 60 days of ownership (from new), we will replace the device immediately.
We have dedicated service and repair facilities in the UK including extensive test and calibration equipment and factory trained technicians. Beyond warranty, we aim to provide service and repair support for all devices for a minimum of 10 years4, 5.
Complete our support form
Head over to our exclusive UK distributor’s (Thomas Jacks) website at this link to fill out a support form.
The more information you provide, the quicker we can diagnose any potential fault.
We’ll contact you
We’ll call you on the next working day to see if we can troubleshoot your device without you having to send it to us.
Our dedicated technicians are factory trained and may be able to quickly diagnose the issue over the phone.
Return process
If our experts are unable to resolve the issue over the phone, we’ll provide you with an RMA number and a pre-paid returns label, collecting your device from your nearest drop-off point.
Tracked returns allow us to inform you that your item has been received and ensure we can start the 10-day countdown as soon as possible.
Packaging request
Please ensure you send your device to us with all original accessories and packaging.
We ask you to do this because we test everything, including accessories, in order to diagnose any potential fault with as much accuracy as possible.
Repair or replace
Once received, we’ll confirm whether the device will be repaired or replaced. If the model is unavailable, we’ll offer you the choice of either an equivalent model or waiting for a repair.
We may not always have your model available; in this instance, we’ll offer an equivalent. You may also wish to wait for your original device to be repaired outside of the 10 day commitment.
10 day commitment
We’ll dispatch your device back to you within 10 working days of arrival.
Because we stand by our commitment.
1 Please note that certain device models/series are excluded from the Service Commitment. Please see the Terms & Conditions. 2 The 10 working days begin the day the device is received by us and end the day we ship it back to you. Devices with intermittent faults sometimes require extended or weather dependent testing and may take longer, but you will be kept fully informed. Please note that once a Support Request has been submitted, only the issues described in that request are covered under the Service Commitment timeframe. If any additional faults are reported after the original submission, they may be added to the same Support Request; however, this may extend the Service Commitment beyond the standard 10-day period. This policy ensures that all issues are handled efficiently and that timeframes remain fair and consistent for every request. 3 If we do not have stock of the exact model you will have a choice to either wait for the device to be replaced or for it to be replaced by an equivalent model. 4 Subject to availability of parts and components. 5 Service support for 10 years minimum from original date of launch.
Issue 1.1, Date last updated: 31/10/2025
- Pulsar UK Warranty Service Commitment Coverage
- This UK Warranty Service Commitment applies to all new Pulsar devices (please see exclusions below) purchased through authorised UK channels and covers manufacturing defects and hardware malfunctions under normal usage conditions.
- Devices will only be collected and returned to mainland UK & Northern Ireland addresses.
- Warranty Period
- The standard warranty period for thermal devices, digital devices, and accessories is 36 months from the date of purchase (from new), as evidenced by a valid proof of purchase.
- The standard warranty period for batteries is 12 months from the date of purchase, as evidenced by a valid proof of purchase. Internal batteries in devices are covered for 36 months.
- Repair and Replacement Policy
- If your device develops a covered fault within the warranty period, we will look to repair it.
- If we are unable to resolve the fault within 10 working days from the date we receive the faulty unit, we will offer a replacement device of equivalent specification.
- The 10-day period excludes weekends, public holidays, and any delay caused by the customer (e.g. failure to provide necessary information or to respond to communication).
- Immediate Replacement Window
- If you notify us, and we confirm a hardware fault within the first 60 calendar days from the original date of purchase, you are entitled to an immediate replacement, without the standard repair attempt.
- Replacement Terms
- The warranty period for the replacement device will be the remainder of the original warranty or 90 days, whichever is longer.
- Exclusions
This warranty does not cover:
- Damage caused by misuse, neglect, accident, or unauthorised modifications.
- Normal wear and tear, cosmetic damage, or consumables (e.g. batteries) unless proven to be defective by us.
- Issues caused by software or equipment not supplied by Pulsar.
- Issues caused by software.
- Some issues fall outside the scope of the Service Commitment, particularly those that cannot reasonably be diagnosed within 10 working days – such as parasitic battery drain, intermittent faults, zeroing, rangefinding or those requiring extended or weather dependent testing. In such cases, you will be informed accordingly.
- Claims made by anyone without the original proof of purchase, or those submitted without a valid RMA number issued prior to return.
- Superficial or easily replaceable components (such as lens caps, covers, straps, and similar accessories), are not eligible for full device replacement under this policy.
- Accolade/ Accolade 2 Series, Apex Series, Axion 1 XQ Series, Axion Key Series, Axion XM Series (except Pulsar Axion XM30F), Core Series, Helion / Helion 2 series, Krypton 1 Series, Lexion Series, Quantum series, Quantum Lite Series, Thermion 1/ 2 (non Pro) Series, Trail/ Trail 2 Series, All Image Intensified Night Vision, All Digital Night Vision (except Pulsar Digex C50 Series).
- Policy Updates and Your Rights
We are committed to offering a fair and transparent returns process. While we reserve the right to update this policy at any time, any changes will be applied reasonably and clearly communicated. This does not affect your statutory rights.
- How to Make a Claim
- To initiate a warranty claim, please complete this form.
