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Return Policy

Thank you for shopping at Filmtools. If for any reason, you are dissatisfied with your purchase, you may return it within 30 days of the purchase date for either 100% store credit or a refund which will include a 20% restocking fee, subject to conditions below.

Refunds on returned items will be issued in the same payment form as tendered at the time of purchase. If payment was made my check, a check will be issued to you within 10 days. Cash payments over $200 dollars will be made by check. All orders being returned must have a RETURN AUTHORIZATION Number issued by Filmtools. To obtain the RA# call us toll free at 888-807-1900 or click here to email our Returns & Exchanges Department. Write your R.A. number down on the securely wrapped package and include a copy of the packing slip with your return. For your protection, we recommend that you use UPS or Insured Parcel Post for shipment. Also, this may seem obvious, but we can process returns only for items purchased from Filmtools!

Conditions:

Please read all conditions below. If conditions are not met, Filmtools reserves the right to refuse the return or to charge a restocking fee not less than 20%.

All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories.

Filmtools is not responsible for any incidental damage resulting from the sale or use of any merchandise purchased with us. We are responsible for the monetary value of the purchased item only. Cameras, monitors, all ARRI products, car mounts, lighting fixtures, sound equipment are all subject to a 20% restocking fee.

No Return/Exchange on the following:

Software, expendables, lighting gels, surveillance headsets, earpieces, adhesive tape, batteries, blank media, bulbs, custom modified products, Chroma key and cut materials are non-returnable. Additionally, the following items also may not be returned or exchanged: special-order items, cameras not in original factory-sealed packaging, hard drives not in original factory-sealed packing, canned air, aerosols, books, paints, cut fabric, light bulbs, custom orders, and all opened items where hygiene is an issue (i.e. eyepiece chamois, ear pieces, custom modified products), which all sales are final.

Please allow 3-4 business days to process your return once the item has been received by us.

What if my item is defective, broken, or needs repair?

Filmtools partners with reputable manufacturers who stand by their products. However, on rare occasions, a product can have a defect that was undetected by the manufacturer or that becomes apparent during use. If a product you've purchased from Filmtools has a manufacturing defect, please contact us.

For repair, maintenance, and warranty service that is covered by a manufacturer's warranty, please contact the manufacturer directly.

How do I return an item?

Within 10 days of receipt of your order, you may return or exchange unopened products or opened merchandise in new condition, with its original packaging and accessories for a refund on the product's purchase price.

All orders being returned must have a RETURN AUTHORIZATION Number issued by Filmtools and received back within 30 days from delivery date. All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories.

All returned or exchanged items must be in new condition, in their original box, and must include all packing material, blank warranty cards, manuals, and all accessories, and be received back within 30 days from delivery date.

To obtain the RA# call us toll free at 888-807-1900 or click here to email our Returns & Exchanges Department. Write your R.A. number on the securely wrapped package and include a copy of the packing slip with your return. For your protection, we recommend that you use UPS or Insured Parcel Post for shipment. All shipping/processing charges on returned packages must be prepaid. You will be credited for shipping if the product was damaged or defective, or if the wrong item was shipped. Please include the postal receipt in your return package. Also, this may seem obvious, but we can process returns only for items purchased from Filmtools!

Exceptions:

The following items may not be returned or exchanged: special-order items, cameras not in original factory-sealed packaging, hard drives not in original factory-sealed packing, canned air, aerosols, all blank media, books, software, batteries, paints, cut fabric, light bulbs, custom orders, and all opened items where hygiene is an issue (i.e. eyepiece chamois, ear pieces, custom modified products), which all sales are final.

Restocking Fee:

The following items may be subject to a 20% restocking fee if there is no manufacturer defect: Cameras, Lenses, Monitors, Car Mounts, Arriflex Camera Accessories. Additionally, any merchandise returned without its original packaging and or what appears to be in used condition, may be subject to a restocking fee since we will not be able to resell the item as new. This determination is made solely by Filmtools.

Please allow 3-4 business days to process your return once the item has been received by us.

How do I exchange an item?

To exchange an item, follow the same steps as you would to return an item, indicating to your customer service rep that you are interested in an exchange when you call to get your RA#. As soon as we receive your returned item, a new item will be dispatched to you. All shipping/processing charges on returned packages must be prepaid. You will be credited for shipping if the product was damaged or defective, or if the wrong item was shipped. Please include the postal receipt in your return package.

Please allow 3-4 business days to process your exchange once the returned item has been received by us. If you need your new item faster, please ask your customer service rep about expedited exchange options.

Are there any items I cannot return or exchange?

The following items may not be returned or exchanged: special-order items, cameras not in original factory-sealed packaging, hard drives not in original factory-sealed packing, canned air, aerosols, all blank media, books, software, batteries, paints, cut fabric, light bulbs, custom orders, and all opened items where hygiene is an issue (i.e. eyepiece chamois, ear pieces), which all sales are final.

What if my shipment is missing an item?

All shipments must be carefully inspected for shortages upon receipt. Although it's an extremely unusual occurrence, it can happen. We offer a 3 working-day window from the time the package is signed for to the time of reporting. When reporting shortages please have your order number available and contact the Filmtools shipping department toll-free at 888-807-1900 during business hours. We will review our video-tape to confirm or contest all shortage claims.

What if my shipment is damaged in transit?

All shipments must be inspected carefully including concealed damage before signing the freight bill. If damage is detected, refuse delivery. If you fail to do this, the carrier may or may not accept a damage claim at a later date. If the later occurs, contact the carrier ASAP and request a damage report and pickup of the damaged goods. Filmtools Customer Service must be notified at 888-807-1900 upon determining that damage has occurred, so that we can help aid you with a claim settlement. We offer a 3 working-day window from the time the package is signed for to the time of reporting.

All damage returns MUST have an RA Number issued by Filmtools. Read our return policy for details and instructions.

Can I return a special or custom order?

Filmtools provides special orders and custom order services for many items that we don't normally stock. Please note that if canceled, the customer is still liable for shipping costs that we incur from our vendors. That means that the customer pays for the shipping from the vendor to us and the return freight back to them. Products such as, but not limited to, carts that are modified from stock versions to fit your needs are considered a custom order and are not returnable. Many of our vendors charge us a restocking fee too, so make sure that you really want your custom ordered item before placing the order.

All returns MUST have an RA Number issued by Filmtools. Read our return policy for details and instructions.

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