Oh no, we're so sorry to hear you're having trouble with your compass! Unfortunately, this particular issue can't be repaired. But don't worry, we're here to help!. 1. Is there a warranty on my compass?. Yes, your compass comes with a 5-year warranty

<p data-sourcepos="5:1-5:177" id="isPasted">Oh no, we&apos;re so sorry to hear you&apos;re having trouble with your compass! Unfortunately, this particular issue can&apos;t be repaired. But don&apos;t worry, we&apos;re here to help!</p><p data-sourcepos="7:1-7:41"><strong>1. Is there a warranty on my compass?</strong></p><p data-sourcepos="9:1-9:78">Yes, your compass comes with a 5-year warranty, which should cover this issue.</p><p data-sourcepos="11:1-11:38"><strong>2. How do I file a warranty claim?</strong></p><ul data-sourcepos="13:1-15:0"><li data-sourcepos="13:1-13:157"><strong>With Receipt:</strong> If you purchased the compass less than 2 years ago, please send us a copy of your receipt so we can get started on your claim right away. You can also ask the seller from whom you bought the compass to do this.</li><li data-sourcepos="14:1-15:0"><strong>Without Receipt:</strong> No problem! We can determine the age of your compass using the letters on the back of the capsule. We&apos;ve attached a picture to show you exactly where to find them.</li></ul><div data-block="true" data-editor="d6usf" data-offset-key="5gm1g-0-0" id="isPasted"><div data-offset-key="5gm1g-0-0"><img src="https://attachments.gorgias.help/MdAV17qrJBxZWgaX/hc/Q9r0k7BN0W7vg13y/2025022513-bcca2bce-7d56-452b-a32c-0b70bbc8cd47-compass_manufacturing_date.jpg" style="width: 437px;" class="fr-fic fr-dib"></div></div><div data-block="true" data-editor="d6usf" data-offset-key="5o2cl-0-0"><br></div>

My compass has an air bubble inside – What Now?

We're sorry to hear your compass has become depolarized. This is increasingly common due to the magnetic/electrical fields from everyday items like mobile phones, GPS devices, car keys, and car speakers. These fields can unfortunately polarize the co

<p data-sourcepos="3:1-3:263" id="isPasted">We&apos;re sorry to hear your compass has become depolarized. This is increasingly common due to the magnetic/electrical fields from everyday items like mobile phones, GPS devices, car keys, and car speakers. These fields can unfortunately polarize the compass needle.</p><p data-sourcepos="5:1-5:42"><strong>1. What causes compass depolarization?</strong></p><p data-sourcepos="7:1-7:154">Depolarization occurs when the compass is exposed to a strong magnetic/electrical field or ferrous metal, which forces the needle to reverse its polarity.</p><p data-sourcepos="9:1-9:30"><strong>2. Is this a common issue?</strong></p><p data-sourcepos="11:1-11:135">Yes, unfortunately, it&apos;s becoming more common due to the prevalence of electronic devices that emit magnetic fields in our daily lives.</p><p data-sourcepos="13:1-13:34"><strong>3. Can the compass fix itself?</strong></p><p data-sourcepos="15:1-15:122">No, the compass needle cannot change its own polarization. It requires an external magnetic field to reverse the polarity.</p><p data-sourcepos="17:1-17:48"><strong>4. How can I prevent compass depolarization?</strong></p><p data-sourcepos="19:1-19:182">It&apos;s crucial to check your compass before each outing, just as you would any other piece of survival gear. Avoid storing or carrying your compass near magnetic or electrical devices.</p><p data-sourcepos="21:1-21:53"><strong>5. What should I do if my compass is depolarized?</strong></p><p data-sourcepos="23:1-23:134">We offer a <strong>free compass repolarization service</strong>. Please send your compass, along with your name, address, and telephone number, to:</p><div data-block="true" data-editor="8d8gu" data-offset-key="guk3-0-0" id="isPasted"><div data-offset-key="guk3-0-0"><span data-offset-key="guk3-0-0"><span data-text="true"><strong>Primus-Silva Ltd</strong></span></span></div></div><div data-block="true" data-editor="8d8gu" data-offset-key="b4r1p-0-0"><div data-offset-key="b4r1p-0-0"><span data-offset-key="b4r1p-0-0"><span data-text="true"><strong>4 Brewster Square,</strong></span></span></div></div><div data-block="true" data-editor="8d8gu" data-offset-key="jt11-0-0"><div data-offset-key="jt11-0-0"><span data-offset-key="jt11-0-0"><span data-text="true"><strong>Brucefield Ind Park</strong></span></span></div></div><div data-block="true" data-editor="8d8gu" data-offset-key="dv942-0-0"><div data-offset-key="dv942-0-0"><span data-offset-key="dv942-0-0"><span data-text="true"><strong>Livingston&#xA0;</strong></span></span></div></div><div data-block="true" data-editor="8d8gu" data-offset-key="49k7l-0-0"><div data-offset-key="49k7l-0-0"><span data-offset-key="49k7l-0-0"><span data-text="true"><strong>EH54 9BJ</strong></span></span></div><p><br></p></div><p data-sourcepos="30:1-30:27"><strong>6. Can I fix it myself?</strong></p><p data-sourcepos="32:1-32:178">Yes, you can! There are video tutorial that explains how to repolarize your compass at home. You can find it here: <a href="https://www.youtube.com/watch?v=TuRFeXYTaTw&amp;t=34s" rel="noopener noreferrer" target="_blank">Fixing a compass with reversed polarity</a></p><p data-sourcepos="34:1-34:56"><strong>7. Is there a charge for the repolarization service?</strong></p><p data-sourcepos="36:1-36:101">No, our repolarization service is offered free of charge. You only need to cover the cost of postage.</p><p data-sourcepos="38:1-38:84"><strong>8. What information should I include when sending my compass for repolarization?</strong></p><p data-sourcepos="40:1-40:105">Please include your name, address, and telephone number so we can return your repolarized compass to you.</p><p data-sourcepos="42:1-42:53"><strong>9. How long does the repolarization process take?</strong></p><p data-sourcepos="44:1-44:142">The time required will depend on postal service and the volume of requests. We will do our best to return your compass as quickly as possible.</p>

My Compass is Depolarized – What Can I Do?

We want to inform our customers about a technical issue that affected a portion of our initial shipments of the NEO and NEO S compass models. Some compasses from the first delivery experienced problems related to the friction of the compass needle. T

<p data-sourcepos="5:1-5:141" id="isPasted">We want to inform our customers about a technical issue that affected a portion of our initial shipments of the NEO and NEO S compass models.</p><p data-sourcepos="7:1-7:336">Some compasses from the first delivery experienced problems related to the friction of the compass needle. This friction negatively impacted the accuracy and reliability of the affected units. While not all compasses in these initial batches were faulty, the percentage of failing units was higher than our acceptable quality standards.</p><p data-sourcepos="9:1-9:265">The root cause of this issue was identified as a slight deformation in the bottom part of the compass housing. This deformation created excessive friction between the needle&apos;s axle and the bottom part, hindering its free movement and leading to inaccurate readings.</p><p data-sourcepos="11:1-11:298">We understand the importance of a reliable compass, and we sincerely apologize for any inconvenience this may have caused. Please be assured that we have taken swift action to address this issue in our production process to ensure the quality and accuracy of all subsequent NEO and NEO S compasses.</p><p data-sourcepos="13:1-13:61"><strong>What should you do if you think your compass is affected?</strong></p><ul data-sourcepos="17:1-20:0"><li data-sourcepos="17:1-17:94"><strong>How to identify a potentially faulty compass.</strong> (e.g., check for sluggish needle movement)</li><li data-sourcepos="18:1-18:123"><strong>Instructions on how to contact our customer support team.</strong>&#xA0;<ul><li data-sourcepos="18:1-18:123">Please use our contact form to start a claim or reached out to <a href="mailto:support@primus-silva.com" target="_blank" class="fr-strong">support@primus-silva.co</a>.uk and inlcude in you message pictures showing the problem</li></ul></li><li data-sourcepos="19:1-20:0"><strong>Information about our exchange for affected units.</strong><ul><li data-sourcepos="19:1-20:0">The corrected version of the NEO compasses is expected to be available in June 2025. We will of course replace any affected compass free of charge. Be it through the retailer or directly with us.</li></ul></li></ul><p data-sourcepos="21:1-21:144">We are committed to providing our customers with high-quality products, and we appreciate your understanding as we worked to resolve this issue.</p>

Information Regarding Initial NEO and NEO S Compass Deliveries

We assist you via phone Mon-Thu from 8.15 - 16.30 & Fri 8.15 - 15.00.

Silva UK

Here you will find the most frequently asked questions about our compasses. Former, as well as current.

Compasses

My compass has an air bubble inside – What Now?

My Compass is Depolarized – What Can I Do?

Information Regarding Initial NEO and NEO S Compass Deliveries