At Lenstoom, customer satisfaction is our top priority. We understand that purchasing Canon cameras or any camera equipment online requires trust and confidence. That’s why we’ve created a clear and fair Refund and Return Policy to ensure our customers feel secure and valued.
Whether you’ve changed your mind, received a damaged item, or simply need help with a return, we’re here to assist you every step of the way. Please read this policy carefully before making any purchase on Lenstoom.com.
1. General Return Eligibility
You are eligible to return a product purchased from Lenstoom if it meets the following conditions:
The return request is made within 7 days of the delivery date.
The item is in unused, original condition, and in its original packaging.
All accessories, manuals, warranty cards, and freebies received with the order must be returned as well.
A valid proof of purchase (invoice or order ID) is required.
This return policy applies to most of our products, including Canon cameras, camera accessories, tripods, lenses, and camera kits.
2. Non-Returnable Items
While we aim to be flexible, there are certain items that are non-returnable due to hygiene, safety, or technical reasons:
Items damaged due to misuse or negligence
Products returned without original packaging or missing components
Downloadable or digital camera software
Clearance sale or “Final Sale” items
Gift cards and promotional coupons
Please contact our customer service at support@lenstoom.com if you’re unsure whether your item is eligible for return.
3. Return Process
Returning a product to Lenstoom is quick and easy. Simply follow the steps below:
Step 1: Initiate the Return
Send an email to support@lenstoom.com within 7 days of receiving your item. Include your name, order ID, reason for return, and images (if applicable).
Step 2: Wait for Approval
Our customer service team will respond within 24–48 hours with instructions. If your return is approved, you’ll receive a Return Authorization Number (RAN) and return address.
Step 3: Pack and Ship the Item
Pack the item securely using the original packaging. Include the invoice and RAN. Ship it to the address provided via a trackable courier service.
Step 4: Inspection and Refund
Once we receive the item, we’ll inspect it within 2–4 business days. If the product meets our return criteria, we’ll issue a refund to your original payment method within 5–7 business days.
4. Refund Details
a. Method of Refund
Refunds will be made to the original payment method used during the purchase, such as a credit card, debit card, PayPal, or bank transfer.
b. Refund Processing Time
After successful inspection, refunds are processed within 5–7 business days. It may take additional time for your bank to reflect the refund in your account.
c. Partial Refunds
In some cases, only partial refunds may be granted:
If the product shows signs of use
If any parts, manuals, or accessories are missing
If the item is returned late
You will be notified if your return qualifies only for a partial refund.
5. Return Shipping Costs
Return shipping costs are generally the responsibility of the customer unless:
The product was damaged, defective, or incorrect upon arrival.
There was an error on our part in packaging or shipping.
In such cases, Lenstoom will either reimburse the shipping charges or provide a prepaid return label. Please retain the return shipping receipt as proof until the refund is processed.
6. Damaged or Defective Products
We take utmost care in packaging every camera and accessory. However, if your Canon camera or any other item arrives damaged or not functioning, please notify us within 48 hours of receiving the item.
Do not dispose of the packaging until our team has reviewed the issue
After evaluation, we will arrange a replacement or a full refund, depending on your preference and product availability.
7. Exchange Policy
Need a different model or changed your mind? You can request an exchange within 7 days of delivery.
Conditions for exchange:
The original item must be in unused, sellable condition
You are responsible for shipping the item back to us
Once we receive and inspect the item, we’ll ship the replacement product
Popular exchange requests often involve upgrades or swapping different Canon camera models or camera kits. Just let us know what you’d prefer, and we’ll help guide the exchange.
8. Late or Missing Refunds
If you haven’t received your refund within the expected time frame, please:
Check your bank account again after a day or two
Contact your credit card provider or bank — processing may take additional time
If the issue persists, contact us at support@lenstoom.com and we’ll assist immediately
9. Canceling an Order
You may cancel your order before it is shipped for a full refund. Once an order has been dispatched, you’ll need to follow our return process. Please notify us immediately if you wish to cancel at support@lenstoom.com.
Note: Orders for digital camera software or special-order items may not be cancelable once placed.
10. International Orders
If you are ordering from outside [your country], please note:
International return shipping must be arranged and paid by the customer
Refunds will be issued in the original currency used during checkout
Customs duties and import taxes are non-refundable
We encourage international customers to read product descriptions carefully, especially for Canon cameras, to avoid ordering incompatible models.p?
Contact us at {email} for questions related to refunds and returns.
