Warranty & Return Policy

Return Policy

Cancellation Policy

Customers may cancel their order for a full refund if it has not been processed. After it is processed, Prima Photo & Video reserves the right to deny the cancellation request of customers and they can only return the order to us in accordance with our Return Policy. Customers may contact us at info@primaphotovideo.com to request cancellation of an order.

14 Days Change of Mind Return and Refund:

If you have changed your mind about a purchase, you may return your order for a full refund at your cost within 14 days of receipt of your parcel given the below conditions are met:

  1. The product is purchased from our website: www.primaphotovideo.com;
  2. The product is new and undamaged as received;
  3. All original product packaging, accessories, manuals must be returned to us intact;

Note 1: The 14-day period starts from the date of delivery onwards as shown on the tracking page and the period is counted on the basis of calendar days.

Note 2: There will be a 20% restock fee for requests made after the 14 days period and Prima Photo & Video will have the final decision whether your returns will be accepted.

Note 3: Refund request due to price drop may not be accommodated after an order is processed. No refund of a price drop will be issued after the order is dispatched. We will have the final decision as to what amount of refund, if any, will be given.

Note 4: You must return the order to the return address provided along with our return authorization.

Please contact us at info@primaphotovideo.com for a return authorization and the postage address before sending your parcel. We strongly suggest that you send the item with a trusted courier or shipping agent, as we will not cover, or be held responsible, for any damages or loss during transit.

We reserve the right to refuse returns or to offer a partial refund for items returned in less-than-satisfactory conditions mentioned above.

14 Days Dead on Arrival Return or Replace and Warranty:

If you find, within 14 days of receipt, that your received product is faulty, or what we call a dead-on-arrival (DOA) item which does not function as it should due to manufacturing defects, customers are entitled to a full refund of the value of the faulty item or a replacement of it, apart from a refund on the return postage, given the below conditions are met:

  1. The product is purchased from our website www.primaphotovideo.com;
  2. The product is new and undamaged as received;
  3. All original product packaging, accessories, manuals must be returned to us intact;
  4. The product itself is examined by the manufacturer and it's confirmed to have manufacturing defect(s) after its return to us.

Note 1: The 14-day period starts from the date of delivery onwards as shown on the tracking page and the period is counted on the basis of calendar days. If the product is found and reported defective beyond the 14 days period, you will be covered by our 1-year warranty service. Please contact us at info@primaphotovideo.com.

Note 2: Damages to packaging or boxes are not accepted as cases of DOA Returns, and these cases are not eligible for an exchange or a refund.

Please contact us at info@primaphotovideo.com for a return authorization and the postage address before sending your parcel. We strongly suggest that you send the item with a trusted courier or shipping agent, as we will not cover, or be held responsible for, any damages or losses during transit.

We reserve the right to refuse returns or to offer a partial refund for items returned in less than satisfactory condition mentioned above.

Please note all products we sell are imports and are international versions.

They will be covered by our own 12 month warranty, instead of the manufacturer's warranty. The warranty starts on the day that you take receipt of your product.

Our warranty covers manufacturing defects of the products purchased. Damages caused by accidents or human error are not included in the warranty. We will be responsible for all labor costs involved in repairing the faulty units.

Within the warranty period of 12 months, customers will need to bear the postage for returning the product back to us and we will cover the costs for shipping the product back to you after service.

Repairs normally take anything between 3 & 8 weeks depending on the repair issues found, and we will keep you informed of our progress throughout the process. In the event that the repair requires a part that needs to be specifically ordered from the manufacturer, additional costs may be incurred. We will inform you of these costs as soon as possible, and will not proceed without your authorization. Chargers, batteries, USB cables and accessories are not covered.

Our warranty is not transferable to any person other than the individual who purchased the item from us.