We offer a flexible, stress-free returns, repairs, and exchanges policy, allowing you to return an item within 14 days in new condition and receive a full refund*. Our dedicated return team ensures that any return, swap or repairs needed are carried out swiftly. Additionally, all items purchased new from us come with a 12-month UK warranty.

*Conditions and exceptions apply. Please see below for details

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 48 hours to let us know. If you can see the item has not arrived in good condition, sign for the goods as “DAMAGED".

Step 1: Get in contact with us

If an item develops a fault, the first step is email us to info@cinegearpro.co.ukor to call our store team on 020 7998 0905 .

You will then be put through to a product specialist in the field of your item. The product specialist will ask you a few questions and troubleshoot the fault to see 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.
• Remember not to use excessive force, or open items to try and repair them yourself. You will invalidate 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 warranty policy, then please fill in our refund request form. A customer service representative will get back to you soon after you have submitted your returns request.

Please remember to give us as much information (description, image or video)as possible about the condition of your item. This will help us to complete your repair as fast as possible.

Step 4: Post-Claim

You will be given a RMA number which you should quote whenever contacting us about your repair. Depending on the nature of the repair, your item will be inspected in house and, if necessary, sent back to the manufacturer or to a company specialising in the repair of your product. Your item will be repaired or exchanged as they see fit. 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 30 days of purchase, we will do our best to exchange your item as soon as possible. Typically, all other repairs take 2-3 weeks. Exceptions to this turnaround time apply for certain manufacturers, and you will be advised of any extended lead times on repairs.

If your item is within its warranty period and is determined to be faulty, without any damage caused by the user, you will not have to pay to have your item repaired and delivered back 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.

Step 1: Time-frame to return / exchange item(s)

• Items can be returned for a full refund if you contact us within 14 calendar days of receiving your item**
  
  
• Items can be exchanged for a similar item within 30 days of receiving your item**
  
  ** There may be a restocking fee applicable depending on the condition of the product when it is returned to us. Items should be returned as they were originally packaged as far as is possible.

Step 2: Conditions

• Items ordered especially at a customer's request may be returned or exchanged at the manager's discretion only.
  
  
• Items where there may be a hygiene concern if the product is used (e.g. microphones) may only be returned/exchanged if the packaging is factory sealed and unopened.
  
  
• Similarly, software and other licensed items may only be returned/exchanged if the product packaging has not been opened or tampered with in any way.
  
  
• We reserve the right to offer only a partial refund if the goods you are returning have been damaged, devalued or used otherwise in accordance to what would be deemed reasonable, normal use.

Step 3: Delivery Charges

Please note, unless your item is faulty, you will be liable for any delivery costs associated with your return/exchange. These costs will vary, but typically, the cost of a courier collecting goods from your door to return to us will cost between £10-£20 for most items, providing you are situated in the UK. This may cost significantly more for very heavy, bulky items like studio LED light or for overseas returns.

Where orders incur a delivery charge, we will not refund you the cost of delivery service for that item. We cannot refund any additional charges that you opt to pay to get a premium delivery service at the point of ordering (e.g. Saturday delivery).

We cannot refund the original delivery cost for International orders outside of the EU.

Step 4: File a Return / Exchange

The fastest way to arrange a return or exchange is to bring the item to our Hackney Wich store with your receipt / invoice, or contact us by telephone or email quoting your order number.

You may also complete and email a refund request form to us.

Refunds and exchanges will be processed within 14 working days of us receiving your returned item(s).