Refund policy

Last updated: 18 October 2026

At a glance

You can return any item within 14 days of delivery; return shipping is paid by the buyer unless the item is faulty, damaged in transit or not as described.

This policy applies to orders placed on www.camistry.eu with Camistry di Matteo Montemarani, Via Sant'Andrea 4/D, 56029 Santa Croce sull'Arno (PI), Italy — VAT IT02501320507, REA PI-259563. Orders placed on eBay or other marketplaces follow that platform's return rules.

Topic	Our policy
Return window	14 calendar days from the day you receive the item
How to start a return	"Withdraw from contract here" button on camistry.eu/pages/return-request, or email info@camistry.eu
Return method	Courier or postal shipment to our address in Italy, sent within 14 days of your withdrawal notice
Return shipping cost	Paid by the buyer. Free only for faulty, transit-damaged or not-as-described items
Restocking fee	None. Deductions apply only for missing parts or use beyond normal inspection
Exchanges	Not offered: return the item and place a new order
Refund method	Original payment method, no extra fees
Refund timing	Within 14 days of your withdrawal notice; we may wait until the item arrives or you send proof of shipment
Item condition	Complete, with all accessories, and handled no more than needed to inspect it

1. Right of withdrawal (14 days)

If you buy as a consumer — a private individual acting outside your trade or profession — you may withdraw from your purchase within 14 days without giving a reason.

• The 14 days start on the day you, or a person you named (other than the carrier), take physical possession of the item. For an order delivered in several parcels, they start when the last parcel arrives.
• For consumers in the European Union and EEA this right is granted by Directive 2011/83/EU and articles 52–59 of the Italian Consumer Code (Legislative Decree 206/2005). For consumers in the United Kingdom it is granted by the Consumer Contracts Regulations 2013.
• For consumers in all other countries we ship to, we grant the same 14-day period as a contractual right, under the conditions in section 6.
• Purchases made as a business are not covered (see section 5).

2. How to withdraw

Tell us you are withdrawing before the 14 days end; sending your notice in time is enough to meet the deadline.

1. Online withdrawal function (recommended): click "Withdraw from contract here", linked in the footer of every page and at camistry.eu/pages/return-request. No account or login is needed. Enter your name, order number and email, then press the confirmation button. We email you an acknowledgement with the date and time of your notice.
2. Email: send a clear statement that you are withdrawing to info@camistry.eu. You may use the model form in section 8, but it is not required.

Returning the parcel without any notice, or refusing delivery, is not a withdrawal statement and does not by itself start a refund.

After your notice we send the return address and a return reference number (RMA). Please write the RMA on the parcel so we can match it to your order quickly.

3. Returning the item

Ship the item back within 14 days of the day you notified your withdrawal; the deadline is met if you hand the parcel to the carrier before it ends.

• Cost: you pay the return shipping, including any packaging, insurance and customs formalities. On request we can sell you a prepaid, insured return label; its cost is deducted from your refund.
• Address: send the parcel only to the return address we give you with the RMA.
• Shipping service: use a tracked service insured for the full value of the item. The item remains your responsibility until it reaches us, so loss or damage during the return shipment is at your risk.
• Packing: pack the item at least as well as we packed it, ideally in the original packaging. Damage caused by inadequate packing is treated as a reduction in value (section 4).
• Completeness: return everything you received — body or lens caps, straps, chargers, batteries, manuals, boxes, documents and any free items. Missing parts are deducted at their market value.
• Identification: we record the serial number, photos, shutter count where available, and a video of the packing of every item we ship. A returned item that does not match these records is not accepted, is sent back at your cost, and no refund is due.

What counts as normal inspection

You may handle the item as you would in a shop: check its condition, operate its controls, mount a lens or body, and take a few test shots. Anything beyond that may reduce your refund, for example:

• using it on a shoot, exposing more than one test roll of film, or adding shutter actuations beyond a short test;
• opening, disassembling, cleaning, adjusting or attempting to repair it;
• removing protective films, seals or labels, or registering the product with the manufacturer;
• scratches, dents, fingerprints on glass, odours or other wear that was not present at dispatch.

4. Refunds

We refund within 14 days of receiving your withdrawal notice, but may hold the refund until the item is back with us or you send proof of shipment, whichever comes first.

What we refund

• The price you paid for the item.
• The original delivery cost, up to the price of the cheapest standard delivery we offered for your order. Extra charges for express delivery, additional insurance or other upgrades you chose are not refunded.
• If you return only part of an order, we refund delivery costs only to the extent they were charged for the returned items.
• Customers outside the EU, EEA and UK: see section 6 for delivery costs and duties.

How we refund

• To the original payment method, in the currency you paid, at no extra cost to you. We are not responsible for exchange-rate differences applied by your bank or card issuer.
• Depending on your bank or payment provider, the credit may take a further 5–10 business days to appear.

What we may deduct

• The loss in value caused by handling beyond normal inspection (section 3), up to the full price if the item can no longer be sold as described. The deduction equals the actual drop in resale value; we send you photos and the amount before issuing the refund.
• The market value of missing parts or accessories.
• The cost of a prepaid return label, if you bought one from us.
• Customs, broker or tax charges caused by an incorrect return declaration (section 6).

5. Exclusions and business purchases

The right of withdrawal does not apply to:

• items made, modified or configured to your specifications at your request before shipping (for example a custom kit assembly, conversion or engraving);
• sealed software or sealed audio/video media once unsealed;
• services already fully performed with your prior consent, such as a repair or servicing you ordered;
• items bought in person at our premises.

Business buyers. If you buy for purposes related to your trade, business or profession (for example with a VAT number on the invoice), there is no right of withdrawal and sales are final. Claims for lack of conformity must be notified in writing within 8 days of delivery, or within 8 days of discovery for hidden defects, and in any case within 12 months of delivery, as provided by articles 1490–1495 of the Italian Civil Code.

6. Returns from outside the EU

Customers outside the EU have the same 14-day window and procedure, with extra rules on customs, duties and delivery costs.

All countries outside the EU customs territory (including the UK, Switzerland, Norway, the United States and other non-EU destinations):

• You arrange and pay for export from your country. Declare the parcel as "Returned goods – originally exported from Italy", with our invoice number and the RMA, so it can enter the EU free of duty and VAT under returned goods relief.
• Duties, import VAT, broker or clearance fees charged to us because of a missing or incorrect declaration are deducted from your refund.
• Duties and import taxes you paid when receiving the order are not refunded by us. You may be able to reclaim them from your customs authority; we provide the documents you need on request. Duties we collected at checkout are refunded only to the extent we can recover them from the carrier or customs authority.

Consumers in countries other than the EU, EEA and UK additionally:

• Original delivery costs are not refunded.
• This contractual return right does not limit any rights you have under the mandatory consumer laws of your country (for example the Australian Consumer Law); where those laws grant you more, they apply.

7. Faulty, damaged or not-as-described items

If an item is faulty, arrives damaged or does not match its description, we cover the return shipping and repair, replace or refund it under the legal guarantee of conformity; this is separate from the 14-day withdrawal right.

Damaged in transit. Please contact us within 48 hours of delivery with photos of the outer box, the inner packing and the item, so we can claim with the carrier. Keep all packaging until the claim is closed. Later reports are still assessed under the legal guarantee. Every parcel is packed on camera and weighed on certified scales before handover to the courier.

Legal guarantee (EU, EEA and UK consumers).

• New items: 24 months from delivery.
• Used and vintage items: 12 months from delivery. By buying a used item you agree to this reduced period, as allowed by article 10(6) of Directive (EU) 2019/771 and article 134 of the Italian Consumer Code.
• Conformity is assessed against the listing: its description, photos and condition grade. Wear, marks and characteristics specifically disclosed in the listing that you expressly accepted when ordering are not a lack of conformity.
• The guarantee covers defects present at delivery. It does not cover later wear from normal use or age (for example light seals, mirror foam, batteries, leatherette, lubricants), accidental damage, misuse, or repairs and modifications by third parties.
• Vintage items (first released more than 20 years ago) are sold as collectibles. For these items the guarantee covers only a lack of conformity with the listing that existed at delivery — for example a function described as working that does not work. It does not cover performance, accuracy or reliability beyond what the listing states, or deterioration due to age after delivery. Unless the listing says otherwise, vintage items are not covered by the Camistry Care warranty.
• Under Italian law, a lack of conformity must be reported within 2 months of discovery.
• Remedy: we first repair or replace the item. Because most used items are unique, replacement is often impossible; if repair is impossible or disproportionate, you are entitled to a price reduction or a full refund.
• If our inspection finds no lack of conformity, or damage caused after delivery, the item is returned to you and you pay the shipping both ways.

Camistry Care warranty. Some items also carry our commercial warranty, as stated in the listing. Its terms are on the Warranty page and add to your legal rights; they never replace them.

Payment disputes. Please contact us before opening a dispute with your bank, card issuer or PayPal; we answer within 2 business days. Opening a dispute does not change the conditions of this policy, and the item must still be returned as described above.

8. Contact and model withdrawal form

• Email: info@camistry.eu
• WhatsApp: +39 350 881 5650
• Address: Camistry di Matteo Montemarani, Via Sant'Andrea 4/D, 56029 Santa Croce sull'Arno (PI), Italy

For a written record, please send withdrawal notices through the online withdrawal function or by email.