Refund and Returns Policy

Effective date: 19 February 2026
Last updated: 19 February 2026
Contact (Refunds/Returns): [email protected]

This Refund & Returns Policy (“Policy”) applies to purchases made from FullFrameGear (“FullFrameGear”, “we”, “us”) via our website, invoice sales, direct/WhatsApp/email orders, and (where explicitly stated) marketplace sales. It is designed for a pre-owned/used/second-hand film and cinema equipment store. This Policy is subject to mandatory consumer protection laws; where such laws grant you non-excludable rights, those rights prevail.

1) Scope and key principles

Used gear reality. Products are pre-owned and may have cosmetic wear and age-related behavior. Returns are governed by objective mismatch with listing/DOA criteria, not subjective preference, unless a “change-of-mind” return is explicitly offered.
Listing controls. The product listing/invoice description, condition grade, inclusions, and photos are part of the contract.
Serial tracking. We record serial numbers and identifying marks to validate returns and prevent fraud.
Evidence standard. For any return/DOA claim, evidence is required (see Section 6).
Refund method. Approved refunds are processed to the original payment method where possible.

2) Definitions

“DOA” (Dead on Arrival): Product arrives non-functional or materially impaired beyond what was disclosed in the listing/invoice.
“Material mismatch”: Item received is different from the listing (wrong model, wrong mount, missing critical included items, undisclosed major defect).
“Change-of-mind”: Buyer preference, compatibility choice, or subjective dissatisfaction without a listing mismatch.
“Return Window”: Time period from delivery confirmation (or pickup handover) within which you must report an issue.
“RMA”: Return Merchandise Authorization (our written approval and instructions for a return).

3) Return eligibility summary (high-level)

A return may be eligible if:

The item is DOA; or
The item is a material mismatch vs the listing/invoice; or
A limited return window was explicitly offered for that item and conditions are met.

A return is typically not eligible if:

The item was sold AS-IS / Final Sale; or
The issue is normal wear consistent with the grade; or
The issue is compatibility/workflow preference (unless we explicitly guaranteed compatibility); or
The item is damaged after delivery, modified, or tampered with; or
Serial numbers/security marks don’t match our records.

4) Return windows (reporting deadlines)

Unless a different window is stated on the listing or invoice:

4.1 DOA / Shipping damage: Report within 48 hours of delivery/pickup.
4.2 Material mismatch / missing included items: Report within 72 hours of delivery/pickup.
4.3 Other functional issues (if a testing window is offered): Only if explicitly stated on the listing/invoice (e.g., “7-day testing window”). If not stated, no extended testing window applies beyond DOA/mismatch.

Late reports may be declined unless required by mandatory law.

5) “AS-IS”, “Final Sale”, and clearance items

5.1 AS-IS / Final Sale. If a product is clearly marked AS-IS or Final Sale, returns/refunds are not offered except where mandatory law applies (e.g., item materially differs from description or is unlawfully misrepresented).

5.2 Clearance/parts-only. Items marked “parts-only”, “untested”, “for repair”, or “clearance” are sold with disclosed limitations. Returns are generally not accepted except for wrong item shipped.

6) Evidence and documentation requirements (non-negotiable)

To assess a claim, you must provide:

6.1 Order proof: Order number/invoice and purchaser name/email/phone.
6.2 Unboxing evidence (strongly recommended): A continuous unboxing video showing:

sealed outer package, shipping label, and condition of packaging
opening the package
item condition and included accessories
powering on / basic function check (where possible)

6.3 Photos: Clear photos of:

the item
serial number plate(s)
any damage
packaging and cushioning
included accessories
6.4 Test notes: Description of your test setup (battery/power used, media, lens/adapter, firmware version, settings).

If evidence is insufficient, we may request additional tests or decline the claim.

7) Return authorization (RMA) process

7.1 Contact first. Email [email protected] with subject: “Return Request – [Order/Invoice #]”. Include evidence per Section 6.

7.2 Do not ship without RMA. Returns sent without written RMA approval may be refused or delayed.

7.3 RMA decision. We will respond with one of:

troubleshooting steps;
request for more evidence;
RMA approval with shipping instructions; or
denial with reasons.

7.4 Return shipping instructions. If approved, we will specify:

where to ship
packaging requirements
whether we provide a label (if applicable)
deadline to dispatch the return

8) Packaging requirements for returns

8.1 Secure packaging required. You must pack the item to prevent damage in transit, including:

anti-static precautions where relevant
adequate cushioning
double boxing for fragile items (lenses, monitors)
shipping insurance if required by us for high-value returns

8.2 Accessories and inclusions. Return must include all items originally included (caps, hoods, batteries, chargers, cables, plates, handles, cases, manuals, boxes).

8.3 Tamper protection. Do not remove or alter any FullFrameGear tags, markings, serial labels, or security seals. If seals/marks are broken or missing, the return may be denied.

9) Inspection and decision after return is received

9.1 Inspection window. After we receive the return, we will inspect and test. Inspection may take up to 7–10 business days depending on complexity.

9.2 Outcome options. If your claim is validated, we may (at our discretion and subject to law):

Repair (if feasible and acceptable for you); or
Replace with an equivalent item (if available); or
Refund; or
Store credit (only if you agree, or where allowed).

9.3 If claim is not validated. If inspection shows:

no fault beyond listing; or
damage occurred after delivery; or
tampering/modification; or
mismatch of serial numbers;
we may deny refund and return the item to you at your cost (including shipping and handling), to the maximum extent permitted by law.

10) Shipping damage claims

10.1 Carrier handling. If damage appears transit-related:

you must report within 48 hours
retain all packaging materials
provide photos/video evidence
cooperate with courier claims process (sign statements if needed)

10.2 Courier claim dependency. Some refunds/replacements may depend on courier claim approval. We will still work toward a resolution, but timeframes may be affected by courier processes.

11) Refund method, deductions, and timelines

11.1 Original payment method. Refunds are issued to the original payment method where possible.

11.2 Deductions (where allowed). Refunds may exclude or deduct:

shipping fees (outbound and/or return) unless the return is due to our error or validated DOA/mismatch
payment processor fees where non-recoverable
restocking fees for change-of-mind returns (only if change-of-mind is explicitly offered)
missing accessories/packaging value
additional damage or heavy use beyond what was delivered

11.3 Refund timing. Once approved, refunds are initiated promptly. Bank/payment networks may take additional days to post.

12) Change-of-mind returns (only if explicitly offered)

12.1 Not default. Change-of-mind returns are not guaranteed for used gear. If offered, it will be clearly stated on the listing/invoice.

12.2 Conditions. Typically required:

item returned within the stated window
item in same condition as delivered
all accessories included
no heavy use, no rental use, no field shoot evidence
serial/seals intact

12.3 Fees. Restocking and shipping costs may apply.

13) Non-returnable / non-refundable scenarios (typical)

Unless mandatory law requires otherwise, we do not accept returns/refunds for:

items sold AS-IS / Final Sale / parts-only / untested (beyond wrong item shipped)
consumables once opened (batteries, media, tapes, adhesives, gels)
software/licenses, digital products (if any) once delivered
items damaged by liquids, sand, impact, corrosion, improper power
items modified, opened, repaired, or attempted repair by you/third parties
items used in high-risk conditions after delivery
missing serial number plates or tampered identifiers
subjective dissatisfaction not tied to listing mismatch

14) Compatibility issues (lenses, mounts, media, power, firmware)

14.1 No universal compatibility guarantee. You are responsible for verifying:

lens mount and flange distance
adapter compatibility
media type/approved list
voltage/power requirements
firmware and codec support
accessory protocols (timecode, wireless, control ports)

14.2 Not a return reason by default. Compatibility issues are not DOA unless we explicitly guaranteed compatibility in writing.

15) B2B purchases and bulk orders

For B2B, bulk, or negotiated invoice deals:

return terms may differ and will be governed by the invoice/contract terms
“AS-IS” and limited warranty clauses may be stricter
you may be required to perform acceptance testing within a shorter period

16) Fraud prevention and abuse controls

To protect the integrity of used gear sales:

we record serial numbers and identifying marks
we may photograph and document shipments
we may refuse returns where fraud indicators exist
repeated abusive return behavior may result in account restriction or refusal of service (where lawful)

17) How to request a return (copy-paste email format)

Email: [email protected]
Subject: Return Request – [Order/Invoice #]

Include:

Full name + phone
Order/Invoice # + delivery date
Reason (DOA / mismatch / shipping damage / other)
Unboxing video link (preferred)
Photos: item + serial + packaging + accessories
Test notes (power/media/lens/firmware)
Your preferred resolution: replacement / refund / repair (if applicable)

18) Policy updates

We may update this Policy periodically. The “Last updated” date will change. Continued use of the Services means you accept the updated Policy to the extent permitted by law.