We offer a '30-day Returns' policy on nearly every item*.
For peace of mind we have now introduced a 30 day Return Period in which you can return your product for a full refund. We want you to feel confident that you made the right choice in your purchase. That’s why fotoSENSE offers a 30-day returns period. We will accept any item for a full refund provided that –
- Your item is complete and in an 'as new' saleable condition (e.g. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging)
- Any use of the product is relative to examining it, and ensuring it suits your needs. We can’t accept items that have obvious evidence of heavy use, such as scuffs, marks, scratches or a high shutter count. fotoSENSE do not sell products on a trial basis.
- It is returned with the original box, packing and any accessories you received with it.
- You have proof of purchase
- You also return any free gifts which came with the product, which also must be in their original packaging and in a saleable condition
- We may accept returns within the Returns Period that do not fully comply with the above requirement, but we reserve the right to deduct monies from refunds where goods show signs of unreasonable use leading to diminished value.
*We cannot accept returns of software, memory cards, DVDs, or pre-recorded videotapes that have been opened or used, in accordance with copyright protection laws. We also have to exclude items that are custom-made or special orders. This does not change your statutory rights.
Returns and refunds policy is in accordance with the EU Distance Selling Directive which came into force in October 2000 and is part of UK law under the Consumer Protection (Distance Selling) Regulations 2000. This law applies to all transactions within the UK where a consumer does not meet the vendor. Contracts between businesses are not governed by these regulations.
All returns/unwanted items
You Must contact the Returns Department for Authorisation to return goods to ourselves this can be done by using our contact form (please provide your Order ID Number and the reason for Return) ---- Click Here. Any goods received without an RMA (Return Merchandise Authorisation) Number may be rejected or your refund/exchange delayed for up to 30 days
30 Day Cooling Off Period within the EU (extended to 30 days for your benefit by fotoSENSE)
Within 30 working days of receipt of your goods (including gifts), you may return any of the following items to fotosense Ltd, for any reason, for a full refund. By law, when buying at a distance you are allowed 14 day from receipt of goods in which to change your mind (we now extend this ton 30 days for you). This may be because you made an impulse buy or simply chose the wrong item. It is not a "try before you buy period". Any postage costs requested outside the standard postage option will not be refunded after the goods have been despatched. You are responsible for your own shipping cost to send products back. You should make sure you use a postal service that can prove we have taken delivery. The cooling off period does not apply to Shop or Show purchases. It should also be noted that with the exception of cameras, goods returned should be returned via Royal Mail recorded delivery, cameras and more expensive items by Royal Mail Special Delivery or an equivalent tracked/signed for service.
NOTE: Cooling Off Period does not apply to Business to Business transactions
If the Item you are returning is for a refund then please be aware that refunds will take no longer than 14 days from date of return in accordance with he distance selling regulations. We strive to refund all orders within 3 days after we have processed the returned item. Items outside the 30 day return period will be subject to a restocking fee of 20% of the original value.
Exchanges of Damaged or Defective Items
The extended manufacturer’s warranties sold by fotoSENSE do not cover:
- replacement of consumables (batteries, light bulbs, fuses, recording heads or lasers etc.)
- the abnormal use or non-conforming usage of products.We ask that you consult the user’s manual provided with the products
- malfunctioning due to accessories (power cables etc)
- damage from external sources (shocks, accidents, electricity current fluctuations etc)
In all cases, fotoSENSE will not be held responsible in the event that the manufacturer refuses to honour the warranty due to, but not limited to, any of the above noted reasons. In the event where the manufacturer will not provide service under warranty, an estimate of the cost of the repair will be given to the customer. Administrative fees will be requested if payment for the estimate is not made. If the User agrees to the estimate, a payment must be made to fotoSENSE Ltd and will correspond to the estimate amount, and ought to be sent to us.
12 month manufacturers warranty
If a product becomes faulty in the following 12 months of ownership it is repaired under the manufacturers warranty. This will involve returning the product back to it's manufacturer for repair or replacement. For customers in the EU (outside UK) we require you to send the items back to the relevant repair centre in your country.
Fotosense Ltd is always happy to intervene on a customers behalf if they have any difficulty in getting a manufacturer repair. You can send you product back to us within the first 12 months but we only send it on to the manufacturer so it's quicker if you go direct. The guarantee may become void if the equipment has been impacted, dropped, affected by liquids, sand or moisture, tampered with or affected by chemical/battery corrosion or leakage. In rare cases where the item is uneconomical to repair the manufacturer may replace the item or if discontinued replace with the nearest model.
We recommend you keep your camera box and packaging and either send you warranty card in or keep to hand as these are usually required. You will also need proof of purchase which is the invoice we provide on the outside of your delivery container. We can provide a duplicate invoice if it becomes lost but there is an administration and postage charge of £10.
Extended manufacturers' warranty (beyond 12 months)
Some manufacturers offer warranties beyond the legal required 12 month period. If you need to make a return under such a warranty you can contact the manufacturer direct for a speedier resolution to the problem or you can send the faulty items back to us to handle the repair for you (NB This will add time on to the repair service to allow for our handling and processing of the goods). We can only honour extended warranties directly, on Fotosense branded products, where applicable.
If you are Returning an item to us please include a copy of your Invoice and a short note informing us of the reason for return to the address shown below.Returns Department
32 Momentum Place
Off Nook Lane
The Returns Department can be contacted via e-mail on the contact page.
Note: Any item sent back to us for warranty repair which we subsequently discover from the relevant manufacturer that the product was not faulty or misused in any way will be subject to a handling fee or £30 to cover our costs.