Customer Care
30 Days
Return and exchange window for eligible purchases
Free
Return and exchange support on approved requests
24/7
Customer support for order and product questions
Returns & Exchanges
Shop photography equipment with confidence. FocusNova offers free returns and exchanges on eligible products within 30 days, with clear guidance for cameras, lenses, lighting, audio gear, storage, bags, tripods, and power accessories.
Return Eligibility
Free Returns
The 30-day return standard.
A return or exchange request should be submitted within 30 days of delivery. Items must be handled carefully and returned with the components needed to verify the product and complete the review.
30
Calendar Days
The return window begins on the delivery date shown by the carrier. Submit the request before the 30-day period ends and wait for return instructions before shipping the product.
Original condition
The product should be clean, complete, and free from damage, misuse, heavy wear, modification, or unauthorized repair.
Complete packaging
Include the original box, protective inserts, documentation, included cables, caps, straps, adapters, and bundled accessories.
Order verification
Keep the order number and checkout email available so the purchase and delivery details can be reviewed accurately.
Approval before shipment
Do not send a product back without instructions. Unapproved packages may be delayed, refused, or returned to the sender.
Before You Pack
Prepare every component.
Photography products often include small parts that are essential to inspection and resale condition. Review the complete package before sealing your return.
1
Cameras and lenses
Replace body caps, front and rear lens caps, eyecups, straps, chargers, batteries, manuals, and protective packaging.
2
Tripods and stabilizers
Include plates, screws, handles, feet, carrying cases, cables, control units, and all adjustment accessories.
3
Lighting and audio equipment
Return mounts, diffusers, receivers, transmitters, windscreens, adapters, charging cables, and protective cases.
4
Storage and power products
Use protective packaging for memory cards, drives, batteries, chargers, and power accessories to prevent transit damage.
Return Process
Step by Step
Four steps to resolution.
Following the correct sequence protects the equipment, keeps the request traceable, and helps prevent avoidable processing delays.
Submit the request.
Provide the order number, product name, reason for the request, and a clear summary of the product condition.
Receive instructions.
Wait for approval and the correct return guidance before selecting a carrier or sending the package.
Pack securely.
Protect the equipment with the original inserts when available and place every included component inside the shipment.
Complete inspection.
After delivery, the product is reviewed. Approved refunds or exchanges proceed after the inspection is completed.
Resolution Options
Return or Exchange
Choose the right outcome.
The available resolution depends on product condition, inventory, order details, and the reason for the request.
Return for refund
Approved returns are refunded to the original payment method after the product and included accessories pass inspection.
Bank processing time may varyExchange the product
An eligible product may be exchanged for the same item or an approved alternative when inventory is available.
Availability is confirmed during reviewResolve a product issue
Some technical or compatibility concerns may be resolved through product guidance before a physical return is necessary.
Keep packaging until the case is closed
Product Inspection
Condition determines approval.
Returned equipment is reviewed for physical condition, completeness, serial identification, included accessories, packaging, and signs of installation or use.
A
Protect optical surfaces
Use lens caps and protective wrapping. Avoid touching glass surfaces immediately before packing.
B
Remove personal data
Back up files and remove personal memory cards unless the storage product itself is being returned.
C
Reset connected devices
Remove saved network details, mobile pairing, account connections, and custom personal settings where applicable.
D
Document the package
Photograph the product, included components, serial details, and sealed package before handing it to the carrier.
Damaged or Incorrect Orders
Report delivery issues promptly.
Inspect cameras, lenses, accessories, and packaging soon after delivery. When an order arrives damaged, incomplete, or different from the item ordered, preserve the original packaging and submit clear documentation.
Order number and checkout email
Product name and model information
Photographs of the shipping box
Photographs of the product and damage
Photographs of the shipping label
List of missing or incorrect components
Do not discard the box, inserts, labels, damaged parts, or included accessories while the request is being reviewed.
Important Limitations
Review Carefully
Items requiring extra review.
Certain products or conditions may affect return eligibility. Review these categories before preparing a shipment.
Opened cleaning products, protective films, adhesives, disposable covers, or other consumable accessories may be ineligible once used or unsealed.
Storage products should be returned without personal data. Securely erase private files and remove account connections before shipment.
Products showing unauthorized repair, disassembly, modification, firmware alteration, impact damage, or liquid exposure may be declined.
Missing chargers, batteries, caps, mounts, cables, manuals, cases, adapters, or bundled items may delay review or reduce the approved refund.
Answers before you begin.
Review the most common questions about return timing, exchanges, shipping, refunds, and photography equipment preparation.
How long do I have to request a return?
Eligible return and exchange requests must be submitted within 30 calendar days of the delivery date shown by the carrier.
Are returns and exchanges free?
FocusNova provides free return and exchange support for approved eligible requests. Follow the provided instructions before shipping any product.
Can I exchange a camera or lens for another model?
An exchange may be approved when the original product is eligible and the requested replacement is available. Any price difference is reviewed before the exchange is completed.
Can I test the product before deciding?
Reasonable inspection is permitted, but products should not show heavy use, damage, modification, installation wear, or missing protective components.
When will an approved refund appear?
After the returned product passes inspection, the refund is issued to the original payment method. Posting time depends on the payment provider or financial institution.
What happens if I return an incomplete package?
Missing accessories, bundled items, documentation, protective components, or original packaging may delay inspection and may affect the final resolution.
Should I remove files from memory cards and storage devices?
Yes. Back up and securely remove personal files before returning storage products. FocusNova is not responsible for personal data left on returned equipment.
What should I do if the carrier damaged my order?
Preserve the shipping box, labels, inserts, product, and all accessories. Photograph the damage clearly and submit the information for review as soon as possible.
Return Support
Ready to submit a request?
Include your order number, checkout email, product name, reason for the request, product condition, and supporting photographs when relevant. Keep the equipment and packaging until instructions are provided.