Refund and Returns Policy
Refund & Returns Policy
At DZOFILM Europe, we take pride in delivering high-quality cinema lenses and accessories.
If you are not completely satisfied with your purchase, please review the policy below outlining your rights and our return and refund procedures.
This policy applies only to products purchased directly from dzofilm.eu or the official DZOFILM online store.
Purchases made through third-party retailers or distributors must follow the return policies of the respective seller.
Order Cancellation
Before Shipment
Orders may be cancelled before shipment for a full refund.
Processing typically occurs within 2–5 business days.
After Shipment
If the order has already shipped:
Refused deliveries without prior notice may result in additional costs deducted from the refund.
Returns
Return Timeframe
Return requests must be submitted within 7 days of delivery.
Product Condition
Returned items must be:
- Brand new and unused
- Unmounted and unopened
- In the original packaging with all accessories, manuals, and documentation
For lens kits, all components must be returned together.
Products showing signs of use, installation, or damage may be rejected or subject to partial refund.
EU Consumer Right of Withdrawal
In accordance with EU consumer law, customers residing in the European Union have the right to withdraw from the purchase within 14 calendar days of receiving the goods.
Conditions:
- Items must remain unused and unopened
- All original packaging and labels must be intact
Shipping costs incurred for return shipments are the responsibility of the customer unless otherwise required by law.
Return Shipping Costs
- For non-defective returns, return shipping fees, customs duties, and taxes are paid by the customer.
- For verified manufacturing defects or incorrect shipments, DZOFILM Europe may cover return shipping costs.
We strongly recommend using tracked and insured shipping. DZOFILM Europe is not responsible for lost or damaged returns.
Refunds
Once your return is received and inspected:
- Refunds are processed within 2–5 business days
- Refunds are issued to the original payment method
- Original shipping fees, customs duties, and taxes are non-refundable
Refund appearance timing depends on the payment provider and bank (usually up to 5 additional business days).
Damaged or Incorrect Items
If your order arrives damaged, incorrect, or incomplete:
- Notify us within 48 hours of delivery
- Provide clear photos or video evidence of the issue and packaging
We will assess and arrange repair, replacement, or refund accordingly.
Warranty & Defects
All products include a minimum 1-year manufacturer warranty starting from the date of delivery.
Warranty service may require:
- Proof of purchase
- Photos or videos showing the issue
- Serial number and unboxing evidence (if requested)
Warranty-related cases are handled separately under our Warranty Policy.
Non-Returnable Items
The following items are generally not eligible for return or refund:
- Custom or special-order products
- Clearance, promotional, or discounted items
- Products damaged due to misuse, accidents, or unauthorized repair
- Normal wear and tear
How to Request a Return or Refund
To initiate a return or refund request:
- Email [email protected]
- Include your order number and reason for return
- Attach photos or videos if applicable
- Wait for return authorization and instructions
Unauthorized returns may be refused or returned to the sender.
Policy Updates
DZOFILM Europe reserves the right to update this Refund & Returns Policy at any time.
Changes take effect once published on this page.