Kolari Return Policy
60-Day Hassle-free Returns
If you are unsatisfied with your purchase for any reason, Kolari accepts returns on most products within 60 days of purchase. We can either provide exchanges in the form of store credit, which can be used sitewide, or we can issue full refunds via the method you originally used for payment. To be eligible for a full refund, the product must be in new, mint condition, including all original, undamaged packaging materials and accessories. Items that are damaged, dirty, dented, scratched, or missing major components may be denied for return. Kolari is not responsible for personal data or items left inside of returned merchandise.
All returns must be pre-approved by Kolari before items are sent back. To initiate a return or exchange, please send an email to firstname.lastname@example.org with your name, order number, and reason for return. Once the return has been approved, you will receive an RMA/packing slip that must be included in the return shipment. Unless the incorrect product was received or your product arrived damaged or defective, you are responsible for all return shipping costs. Kolari strongly recommends purchasing tracking and insurance when sending items. Kolari will not take responsibility for any returns lost or damaged in the mail.
Damaged, Defective, or Incorrect Items
It is important to thoroughly inspect all items upon delivery. If you receive a damaged, defective, or incorrect product, please email us at email@example.com within 14 days of product delivery to file a claim. Once a claim has been filed, we will work with you to solve the problem.
- Orders outside the 60-day return period
- Damaged products not reported within 14 days of delivery
- Items no longer in like-new condition (scratched, damaged, dented, cracked, dirty)
- Products with missing accessories or packaging
- Digital items such as LUTs, presets, online courses, or photography software
- Converted cameras
- Custom items
- Used gear
International customers or customers in U.S. territories are responsible for both return shipping and any duties associated with the return. Original shipping costs, import duties and taxes are also non-refundable.
Refunds do not include any shipping charges on the initial order. Items purchased with free shipping will still receive a full refund on the value of the item. The customer is responsible for all return shipping charges to send the product back to Kolari. Kolari cannot provide return labels at this time.
If any condition of the return policy listed above is not met, Kolari reserves the right to reject the return entirely or impose a restocking fee of 20% of the purchase price of the item, not including shipping. If a returned item is unopened or appears to be in brand-new condition, including packaging and accessories, the restocking fee will be waived.
All returned orders that were paid via PayPal will incur a non-refundable fee of 5% of the purchase price of the item, not including shipping. The PayPal fee will be automatically waived if you choose to accept your refund as store credit, which can be used for purchases sitewide.
Can I return used gear?
All used gear sales are final and not eligible for a return unless the product in question is damaged or defective upon delivery or not as described. If used gear is found to be damaged, defective or not as described, it must be reported within 14 days of purchase for potential return.
Can I return converted cameras?
All of our cameras are made to order upon your request. Due to the custom nature of our converted cameras, all converted camera sales are final and not eligible for a return, however, they are covered by our warranty. For warranty details please refer to the specific product page.
Can I return my order after the 60-day return period?
Unfortunately, we are unable to accept any returns outside of our 60-day return period. If you’re having issues with any of our products, please send an email to firstname.lastname@example.org and we’ll be more than happy to help or troubleshoot your issue.
What if I purchased Kolari products from another site and/or seller?
For purchases made through third-party resellers such as Amazon, B&H, Adorama, eBay, or others, customers will need to contact the vendor directly for any exchange or return requests. Unfortunately, we are unable to process refunds for purchases made through these resellers.
Who is responsible for shipping costs?
The customer is responsible for all return shipping costs, including optional tracking and insurance, unless the item that was received was incorrect, damaged, or defective, in which case Kolari will provide you shipping instructions to return the item at our cost.