Returns & Refunds

Last updated 2026

This policy covers camera gear (physical items posted to you). Photo downloads are a digital product and are covered separately in our Terms of Service.

Your 30-day return window

If you change your mind, you can return an item within 30 days of it arriving for a full refund of what you paid for it. This is more generous than the 14-day cancellation right you have by law under the Consumer Contracts Regulations, and it sits on top of your statutory rights, which we never take away.

The item needs to come back as it left

To get a full refund, please return the item unused and in a resalable condition, with all original packaging, accessories and any free gifts. We can reduce the refund to reflect any loss in the item's value if it's been used beyond simply checking it, in the way you would in a shop.

If something is faulty or not as described

This is different from changing your mind, and your rights are stronger. If an item is faulty, damaged on arrival, or not as described, tell us within 30 days and you're entitled to a full refund. After 30 days, and up to six months, we'll repair or replace it. Either way we cover the return postage on a faulty item.

How to start a return

Email sales@primecameras.co.uk with your order number and, if the item is faulty, a short description (a photo helps). We'll reply with a return address and instructions. Please don't post anything back before contacting us, so we can make sure it reaches the right place and is logged to your order.

Postage

If you've changed your mind, you are responsible for returning the item to us, and for the cost of doing so. Arrange and pay for the return yourself. We strongly recommend a tracked, signed-for service and keeping your proof of postage: the item remains your responsibility until it reaches us, so if it's lost or damaged on the way back, that falls to you and your carrier. For a faulty or incorrect item this is different, and we cover the return postage.

Your refund

Once we've received and checked the item, we aim to refund you within 5 working days, and always within 14 days. Refunds go back to your original PayPal or card payment. We'll email you when it's done.

Questions

Anything unclear, just ask: sales@primecameras.co.uk.