Hi Jim,
Sorry for the delay in getting back to you - I was trying to clarify the details with my MD.
Unfortunately because you do no have the original packaging, we are unable to collect the item for you (as we normally would in these circumstances). We can not release a second unit to you until the faulty machine has been received by our warehouse.
I'm afraid the only way forward is to pack the unit up as best you can using alternative packaging, and send it back to us. Once received, will will issue you with a new unit. An RMA form will follow this message. Please complete it, and I'll authorise your unit for return and give you a returns number.

Kind Regards,
David