RETURNS, REFUNDS AND EXCHANGES POLICY
Please do not return items without prior approval from Cinegearpro, this could cause delays and difficulty in the return process.
At Cinegearpro we understand that sometimes things do not happen according to our plans, and with this in mind, our Returns Policy aims to reduce stress and protect our customers and also our business.
- Your returns period is from the date your order is received
- Refunds are only considered within our 14-Day Return Policy*
- Orders can be exchanged within our 30-Day Exchange Policy*
- Any approved refunds for returned goods will be processed within 14 days starting from the date we receive the items
Please note that while CINEGEARPRO strives to meet our client’s expectations, individual preferences and perceptions may vary. Therefore, we cannot guarantee that our goods will meet your specific expectations or desires. We do not provide any warranty or guarantee regarding the specific results or outcomes that may be obtained from the use of our goods. Any statements or descriptions regarding the performance or quality of the goods are for informational purposes only.
CINEGEARPRO shall not be liable for any dissatisfaction experienced by the client concerning our goods, including dissatisfaction arising from personal preferences or differences in individual expectations. By purchasing or using our goods, you acknowledge and assume full responsibility for your selection and usage, and agree to release CINEGEARPRO from any liability for damages or losses.
Please contact us if you have any questions or concerns:
*Conditions and exceptions apply. Please see below for details
RETURNS, REPAIRS OR EXCHANGES PROCESS
Step 1: Get in contact with us
If an item develops a fault, the first step is to email us to [email protected] or to call our store team on 020 7998 0905 to learn more about our returns.
You will then be put through to a product specialist in the field of your item. The product specialist will ask you questions and troubleshoot the fault to determine if it can be fixed without being returned.
Step 2: Troubleshoot
Check the manufacturer’s product website for known issues.
Check the item’s instruction manual for a troubleshooting section.
Check for visible marks which may suggest the item has been damaged.
Where applicable, ensure you have the latest drivers & software downloaded for hardware.
If an item works on a power supply or batteries, try using it on battery power only – the power supply itself may be at fault.
Any attempt to open items to try and repair them yourself will void your warranty!
Step 3: File a Return
If you are unable to resolve the problem yourself, and you wish to return goods under the 14-day refund policy, 30-day exchange policy or 1-year limited warranty policy, then please contact us. A customer service representative will get back to you soon after you have submitted your returns request.
Step 4: Post-Claim
You will be given an RMA number which you should quote whenever contacting us about your item. Depending on the nature of the return, your item will be inspected in-house and, if necessary, sent back to the manufacturer or a company specialising in the repair of your product. Your item will be repaired or exchanged as they see fit if under warranty. We will contact you to let you know when your repair is ready, and organise for you to collect your item, or for us to deliver your item to you.*
If your item develops a fault within the first 14 days of purchase, we will do our best to exchange your item as soon as possible. Once your item is repaired we will send instructions on how to get your item returned to you. If your item is outside of its warranty period, charges for parts, labour and delivery will apply. We will advise you of any charges before going ahead with your repair.
For extra security please inform Cinegearpro once any return has been posted (tracking number, courier info).
ITEMS DAMAGED IN TRANSIT
Please carefully inspect all items and do not sign for your package unless you are completely satisfied it has arrived in good condition. If you are unable to inspect your package, add a note alongside your signature to say that the item has not been inspected when you sign for it.
If you believe your item(s) have been damaged in transit, please contact us within 24 hours to let us know. If you see that the item has not arrived in good condition, sign for the goods as “DAMAGED”.
RETURNS FOR REFUNDS WITHIN 14 DAYS
We understand that circumstances may change or that a product may not meet your needs. Therefore, we offer a returns policy that allows you to request a refund within 14 days of purchase. If you are not satisfied with your purchase, simply contact our customer service team within this timeframe, and they will guide you through the return process. Please note that the item must be unused, in its original packaging, and in resalable condition to be eligible for a refund or exchange. Failure to meet the returning conditions may result in a up to 25% re-stocking fee. We strive to process refunds promptly once the returned item has been received and inspected.
However, please allow up to 14 days period for the refund to be reflected in your account. For more details on our returns policy or to initiate a return, please reach out to our customer service team.
IMMEDIATE REPLACEMENT WITHIN 7 DAYS
We are committed to ensuring your satisfaction with our products. In the rare event that you receive a defective or damaged item, we offer a quick replacement service within the initial 7 days of your purchase, subject to stock availability. If you encounter any issues with your item, please contact our customer service team within this timeframe. We will guide you through the replacement process and arrange for a new item to be shipped to you as soon as the faulty item is received at our facilities.
To facilitate the process, please provide relevant details such as your order number and a description of the issue. We value your trust in our products and aim to resolve any concerns promptly. In the event that an item is returned within the initial 14-day period and no faults are found, it is important to note that the client will be responsible for the shipping costs associated with the return.
RETURNS FOR EXCHANGE WITHIN 30 DAYS
We understand that sometimes you may wish to exchange a product for a different one. We offer a returns-for-exchange policy within 30 days of your purchase. To be eligible for an exchange, the item must be in new and sealed condition. Please note that if the item is not in its original sealed condition, an up to 25% restocking fee may be applied. Additionally, the client is responsible for the shipping costs associated with returning the item to our facilities, as well as the shipping costs for the new item to be sent back to the client.
We strive to make the exchange process as smooth as possible and will guide you through the necessary steps. Please be aware that we will not send the exchanged item or allow a collection until we have received the client’s returned item and fully checked that it meets all the required conditions.
We provide a 12 months limited warranty for our products. If you need to initiate a return for repair under warranty for an item that is nearing its warranty expiration date, please be aware that the provided RMA reference has an expiration period of 7 days. It is crucial to send the item back within this timeframe to be eligible for warranty repair. If the item is not received within the specified period, the repair request may be considered out of warranty.
Additionally, please note, we cannot provide an estimated time of repair due to potential parts supply and shipping restrictions. We understand that such delays can be frustrating, and we appreciate your patience and will ensure to keep you updated with the repair process.
CINEGEARPRO is not responsible for any accidental damage, cosmetic issues, or normal wear and tear that may occur to the products. These include but are not limited to scratches, dents, or other external damages, as well as natural deterioration over time. It is important to understand that such damages are not covered by the warranty. Repair fees may apply for items that require repairs due to accidental damage, cosmetic issues, or wear and tear. We recommend handling the products with care and following the provided guidelines to minimize the risk of damage. For any questions or concerns regarding accidental damage, cosmetic issues, wear and tear, or repair fees, please contact our customer service team for further assistance.
Unless the item has developed a fault within the initial 14 days, the client is responsible for shipping the item to us for repair and covering the associated shipping costs both to and from our facility. Items can be dropped at our facilities or we can also provide shipping services at a cost please ask a member of our team for the shipping quote. Our customer service team will guide you through the return process and provide further assistance.
It is important to acknowledge that CINEGEARPRO is not responsible for any returns lost or damaged in transit. We strongly advise clients to consider obtaining appropriate insurance or protection for their return shipments. We recommend reviewing our return policy and contacting our customer service team for further clarification or instructions regarding returns and the importance of insuring return shipments.
During the item repair or replacement process, we regret to inform you that we do not offer an item loan service. We understand that being without your product during this period can be frustrating, and we apologize for any inconvenience caused. Our priority is to complete the repair or replacement as efficiently as possible to minimize any disruption. For more details or to initiate a warranty repair, please reach out to our dedicated customer service team. All repair costs invoices must be paid within 7 days of receipt.
WHAT CAN’T BE RETURNED
Certain items sold by CINEGEARPRO are non-returnable due to their unique characteristics. Please note that batteries, licenses, and lens charts fall under this category and cannot be returned unless they are found to be faulty upon receipt. Batteries, digital licenses, and lens charts are critical components that require careful consideration and proper compatibility. Therefore, it is crucial to review all specifications and information before making a purchase. If you encounter any issues with a faulty battery, license, or lens chart, please contact our customer service team, and we will work diligently to resolve the problem.
We appreciate your understanding of our policy regarding the non-returnable items mentioned above.
SPECIAL ORDERS: No Cancellations, Returns, or Exchanges
Please note that Special Orders placed with CINEGEARPRO are subject to specific conditions. Special orders are items that are customized, personalized, or not typically stocked in our inventory. Due to the unique nature of these orders, we cannot accept cancellations, returns, or exchanges for special order items.
We understand that special orders are made with careful consideration and are tailored to meet your specific requirements. Therefore, it is essential to review all details, specifications and quantity before placing a special order. If you have any questions or concerns regarding a special order, our customer service team is available to provide assistance and clarification before finalizing your purchase.
We strive to provide exceptional customer service and ensure that your special order meets your expectations. Thank you for your understanding and cooperation regarding our policy on cancellations, returns, and exchanges for special order items.
B-STOCK or EX-DEMO
Please note that B-STOCK or EX-DEMO Orders are subject to specific conditions.
When purchasing B-stock or Ex-demo items from us, please be aware that these items come with a standard 3 months limited warranty unless otherwise specified. Some specific items may have their own warranty terms, which will be communicated to you at the time of purchase.
By buying B-stock or Ex-demo items, you acknowledge and agree that the decision to purchase these items was made by yourself, taking into consideration their condition and any warranty information provided. It is important to thoroughly review the product descriptions, condition details, and warranty information before making your purchase decision.
While we do our best to provide accurate information and quality products, B-stock and Ex-demo items may exhibit signs of wear or previous use. Therefore, they are sold at a discounted price. The limited warranty offered ensures that the item will be free from defects in materials and working as intended before the sale.
If you have any questions or concerns regarding the warranty or condition of B-stock or Ex-demo items, our customer service team is here to assist you. We appreciate your understanding and agreement in recognizing the unique nature of these items and their associated warranty terms.
FOR MORE INFORMATION ON CURRENT GOVERNMENT LEGISLATIONS, PLEASE VISIT THE OFFICIAL GOV.UK WEBSITE FOR THE MOST UP-TO-DATE DETAILS AND REGULATIONS.
Our Priority is Exceptional Customer Service for Film Professionals
At CINEGEARPRO, we are dedicated to providing exceptional customer service to independent and established film professionals. Our clients are incredibly important to us, and we prioritize offering the best deals and delivering outstanding service. With a deep understanding of their unique needs, we provide tailored solutions and prompt assistance. By staying on top of industry trends and offering high-quality equipment, we aim to be the trusted partner for your production needs. We highly value client feedback and continually strive to exceed expectations, forging lasting relationships along the way.