Support Policy

Britton – Laser & Photonics Solutions   |   Last Updated: 2 July 2026

At Britton, we understand that precision photonics equipment often supports critical research, manufacturing, and industrial applications. Our support policy is designed to ensure you receive expert, timely assistance throughout the lifecycle of your purchase.

1. Support Coverage

Our support services cover:

●      Pre-sales technical consultation and product selection guidance

●      Application-specific advice (laser wavelength selection, optical system design, detector compatibility, etc.)

●      Post-purchase installation guidance and setup assistance

●      Operational troubleshooting and performance queries

●      Warranty claims and repair coordination

●      Replacement parts and accessories

2. Support Channels & Hours

3. Response Time Commitments

●      General inquiries and order-related questions: within 1 business day

●      Technical support for shipped products: within 1–2 business days

●      Complex technical evaluations or warranty assessments: 3–5 business days

●      On-site support requests: subject to availability and location; quoted separately

4. Pre-Sales Technical Support

Our application engineers are available to help you:

●      Select the right laser wavelength, power class, or beam profile for your application

●      Choose compatible optical components (coatings, substrates, aperture sizes)

●      Design optomechanical layouts and alignment strategies

●      Match detectors and cameras to your spectral and sensitivity requirements

●      Specify spectrometers, fibre-optic assemblies, and measurement systems

Submit your application brief via our contact form or email for a dedicated consultation.

5. Post-Sales & Installation Support

After you receive your order:

●      We provide unpacking and setup checklists for all major product categories

●      Our team is available to guide you through initial alignment, power-up, and calibration procedures

●      For complex optical systems, remote desktop support can be arranged by appointment

●      On-site commissioning services are available for institutional and OEM customers (quoted separately)

6. Warranty Support

Warranty coverage varies by product and manufacturer. Britton acts as the authorised support contact for all products sold through our platform:

●      Standard product warranty: 1 year from date of delivery (unless otherwise stated on the product page)

●      Warranty covers manufacturing defects and component failures under normal operating conditions

●      Warranty does not cover damage due to misuse, improper storage, unauthorised modifications, or use outside specified operating parameters

●      To initiate a warranty claim, contact us with your Order ID, product model, and a description of the issue

7. Out-of-Warranty Repairs

For products outside the warranty period, Britton can:

●      Coordinate repair with the original manufacturer or an authorised service centre

●      Provide a quotation for repair costs before any work commences

●      Supply replacement parts and accessories where available

8. Software & Firmware Support

●      Software support is provided for products sold with licensed software from Britton or its principals

●      We do not support third-party or open-source software integrations

●      Firmware updates, where applicable, are communicated via email to registered customers

9. Limitations of Support

Our support team does not provide:

●      Optical design or simulation services (e.g. Zemax / OpticStudio modelling)

●      Custom software development or system integration programming

●      Support for products not purchased through Britton

●      On-site servicing outside Bengaluru without prior arrangement

10. Feedback & Complaints

We are committed to continuous improvement. If you are dissatisfied with any aspect of our support, please email us at admin@britton.co.in with the subject line Complaint. We will acknowledge your complaint within 1 business day and aim to resolve it within 5 business days.

Contact Us

Britton is dedicated to supporting your photonics projects — from inquiry to installation and beyond.