Returns Policy

1. Introduction

This Returns Policy explains how to cancel, return, or report a fault when you buy lens mounts, adapters, and cinema rigging accessories from Cinelux.

Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected.

Contact: info@cine-luxltd.com | +447782 196625. Company: Cinelux Ltd (14920618).

2. Your right to cancel (distance sales)

If you bought online without face-to-face contact, you generally have 14 days from the day after delivery to cancel for any reason (consumer orders).

The cancellation period may be longer where mandatory law provides; for business-to-business orders different terms may apply as stated on your invoice.

International orders (including Switzerland and the EU) carry the same 14-day cancellation right from delivery. Return postage for a change-of-mind cancellation from outside the UK is paid by the customer; we cover return postage for faulty or incorrectly supplied goods worldwide.

To cancel, send a clear statement (email is fine) with your name, order number, and decision to cancel before the period expires.

3. Condition of returned goods

Mounts and adapters must be unused, in original anti-static packaging, with no signs of mounting torque beyond reasonable bench testing.

Opened OEM seals on fast-turnover SKUs may incur a restocking fee (typically 15%) stated before RMA approval. Custom-machined parts are non-returnable unless published tolerance specs are not met.

You are responsible for reasonable care while goods are in your possession. We may refuse returns damaged by misuse, unauthorised modification, or missing shims and hardware.

4. How to arrange a return

Email info@cine-luxltd.com before sending anything back. We will provide return instructions, an RMA reference, and (where applicable) a collection date.

Do not return goods to our registered office without authorisation — they may not be accepted.

For large or heavy mounts and adapters, we usually arrange collection on a pallet or two-person service; self-send returns must use insured carriage agreed in advance.

5. Return costs

If you cancel under consumer distance rules, we refund standard outbound delivery paid at checkout when the full order is returned.

You pay return carriage unless the item is faulty, not as described, or we agree otherwise in writing.

If we collect, collection fees will be stated before you confirm the return.

6. Faulty or misdescribed items

If goods are faulty, not as described, or not fit for purpose, contact us with photos and your order number within a reasonable time after discovery.

We may repair, replace, or refund. For substantial faults within the first 30 days (consumers), you may have a short-term right to reject for a full refund.

Do not attempt risky repairs on electrical or structural items without our guidance — this may void support.

7. Compatibility and RMA process

If our compatibility chart confirmed fit for your stated camera body and lens combination and the mount still fails in normal use, contact us with order ID, serial number, and a short clip or photos — we will exchange or refund after engineering review.

Open an RMA ticket at info@cine-luxltd.com before shipping goods back. Unauthorized returns may be refused at goods-in.

8. Exclusions and machined-to-order items

Made-to-order or modified mounts are generally non-returnable unless faulty or not matching agreed drawing tolerances.

Clearance or final-sale items marked at purchase may be excluded from change-of-mind returns — the product page or checkout will say so.

Trade bulk orders follow the return terms on the signed quote, which may differ from consumer rights.

9. Refunds and timing

We refund within 14 days of receiving returned goods or receiving evidence you sent them back, whichever is earlier, using the original payment method where possible.

We may deduct amounts for diminished value or missing accessories as permitted by law.

Delivery surcharges for express options are refunded only where the whole order is cancelled and those charges apply to the returned service.

10. Exchanges

Where stock allows, we may offer exchange instead of refund. Contact us to check availability before returning for exchange.

Price differences for upgraded items must be paid before dispatch of the replacement.

11. Questions

Returns team: info@cine-luxltd.com. See also Shipping Policy and Payment Policy.