Returns

General Returns - Non-Defective Merchandise

We want you to be satisfied with your purchase. If you wish to return an item because you have changed your mind, you may do so within 14 days of receiving the goods, subject to the conditions below.

1. Condition of Returned Items

Returned items must be in a condition suitable for resale as new.

Unopened Items

• Items that are brand new, unopened, and with all factory seals intact will receive a full refund.

Opened but Unused Items

• You may open the packaging solely to inspect the item, in the same way you would examine it in a physical retail shop.
• Acceptable inspection includes: opening the box, visually checking the lens, and examining accessories.

Inspection does NOT include use.

Please Note, mounting the lens on a camera, powering it on, taking photographs or video, or otherwise operating the lens constitutes use.

2. Used Items

If a returned item shows any signs of use, including but not limited to:

• Being mounted on a camera body
• Image capture or video recording
• Marks on lens mounts, contacts, or optics
• Any handling beyond basic inspection

we reserve the right to:

• Reduce the refund to reflect the diminished value (minimum deduction of 15%), or
• Refuse the return entirely where the item can no longer be resold as new.

3. Incomplete or Damaged Returns

We cannot accept returns for items that:

• Are incomplete or missing accessories
• Are damaged by the customer
• Show signs of misuse or excessive handling
• Are returned without original packaging necessary for resale

4. No Trial or Hire Use

• We do not sell products on a trial, hire, or “try-before-you-buy” basis.
• Customers must ensure the product meets their requirements before purchase.
• Opening the packaging for inspection is permitted by law; using the product is not.

Return Process for Non-Defective Items

1. Request an RMA

To initiate a return, email us at info@viltrox.co.uk with “RMA” in the subject line. Your email must include:

• Full name and address
• Order number and purchase date
• Detailed reason for the return

Once your request is approved, we will issue a Return Merchandise Authorization (RMA) number. Returns without a valid RMA will not be accepted or refunded.

2. Packaging Requirements

To ensure safe return and acceptance:

• Return the item in its original manufacturer’s box, securely wrapped with bubble wrap or similar protection.
• Place the manufacturer’s box inside a sturdy cardboard outer box. Do not use a mail bag or envelope.
• Clearly write the RMA number on the outer shipping box. Do not write the RMA number on the product or manufacturer’s packaging.

Items returned improperly packaged or with the RMA written on the product packaging will be returned to the customer at their expense.

3. Shipping

• Use a tracked and insured delivery service.
• Return shipping costs are the responsibility of the customer.

General Returns - Defective Merchandise

If you believe your item is defective, the following process applies.

1. Your Statutory Rights

• If a fault is confirmed, you are entitled to a full refund within 30 days of receiving the item, in accordance with the Consumer Rights Act 2015.
• After 30 days, confirmed defects are covered under the manufacturer’s warranty of 12 months, and may be repaired or replaced rather than refunded.

2. Reporting a Suspected Fault

To report a suspected defect, you must provide:

• A clear and detailed description of the issue
• Photographic and/or video evidence demonstrating the fault
• Confirmation that the latest firmware has been installed (where applicable)

This information will be reviewed by our technical team, who may request additional information or recommend troubleshooting steps. All instructions from the technical team must be followed before an item can be accepted as defective.

3. Inspection, Testing & Serial Number Verification

All items returned as defective will undergo:

• Functional testing
• Serial number verification to confirm the returned unit matches the one originally supplied

If, after inspection and verification:

• No fault is found
• The issue is determined to be user error, incompatibility, incorrect setup, outdated firmware, or normal product behaviour
• The serial number does not match the supplied unit
• The item shows signs of misuse, impact damage, liquid ingress, or unauthorised modification

…the return will not be treated as defective.

4. Misrepresented or Invalid Fault Claims

Items returned with misrepresented, unsupported, or unverifiable fault claims, including serial number mismatches, may be refused or subject to deductions to cover inspection, testing, and return shipping costs.

Return Process for Non-Defective Items

1. Request an RMA

To initiate a return, email us at info@viltrox.co.uk with “RMA” in the subject line. Your email must include:

• Full name and address
• Order number and purchase date
• Detailed reason for the return

Once your request is approved, we will issue a Return Merchandise Authorization (RMA) number. Returns without a valid RMA will not be accepted or refunded.

2. Packaging Requirements

To ensure safe return and acceptance:

• Return the item in its original manufacturer’s box, securely wrapped with bubble wrap or similar protection.
• Place the manufacturer’s box inside a sturdy cardboard outer box. Do not use a mail bag or envelope.
• Clearly write the RMA number on the outer shipping box. Do not write the RMA number on the product or manufacturer’s packaging.

Items returned improperly packaged or with the RMA written on the product packaging will be returned to the customer at their expense.

3. Shipping

• Use a tracked and insured delivery service.
• Return shipping costs are the responsibility of the customer.

Inspection & Refund Timeline

Once your returned item is received, it is passed to our Inspection Manager for a full test and review. This process takes up to 48 hours. Refunds or replacements will only be issued after the inspection is complete and the item is confirmed to meet the return criteria.