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Returns

If it isn't what the listing said.

Your payment is held until you accept the item, so a return starts with a case, not with chasing a seller for money. Here is what is covered, what is not, and what to do.

Effective 28 October 2026 · Last updated 28 October 2026

1

Your inspection window

You have 48 hours from delivery to check the item against its listing and either accept it or open a case. Until you do one of those, the seller is not paid.

If you do nothing, the payment releases automatically when the window closes and your right to a return under this policy ends. Accepting early pays the seller and ends it the same way, so do not accept until you have looked.

2

What you can return

You can return an item that materially differs from its listing. That means:

  • The serial number does not match the listing.
  • It is a different model, or a different item entirely.
  • It has a functional fault the seller did not declare.
  • Its condition is materially worse than the grade claimed and the photographs shown.
  • Something the listing said was included is missing.
3

What is not covered

  • Buyer's remorse, a better price found elsewhere, or a change of plan.
  • Wear consistent with the grade that was declared and photographed.
  • Damage you caused after delivery.
  • Items graded E and sold as-is for parts or repair, which are not represented as working.
  • Anything raised after the inspection window closed.

If you change your mind before the item has shipped, message the seller. If they have not shipped it yet they can cancel the order and you get everything back. Once it is with the carrier, a return depends on whether the item matched its listing.

4

How to open a case

Go to your account, find the item, and press Report a problem next to it. Do it inside your inspection window. Opening a case freezes the payment, so nothing releases to the seller while we look.

Take photos of the item and the box as soon as it arrives, with the serial number in frame if it has one. A named reviewer picks the case up and stays on it until it closes. We decide on the listing, the photographs, the tracking and what both sides send us.

Prefer to talk to a person first? Email support@filmgearhub.com or call (512) 887-4968. Do that inside the window too, and still open the case, so the payment stays held.

5

Sending it back, and what you get

Where we uphold a case, you send the item back at our direction and we pay the return shipping. You get a full refund, including the shipping you paid, to the original payment method.

Send the item back in the condition it arrived, with everything that came with it. We decide cases as between you and the seller; our decision does not stop you from raising the matter with them directly.

6

If it arrives damaged, or does not arrive

Every shipment is tracked, signature required, and insured for the full sale price. If the item arrives damaged, open a case inside your window and keep the box and packing.

If a package does not arrive, the seller is not paid: the payment stays held until the order is delivered. Contact us and we will look at the tracking.

7

Local pickup

Where a seller allows pickup in person, nothing ships and the money stays held until the handover is confirmed with a code the seller gives you at the door. Check the item against its listing before you use the code, and ask to see the code verification the seller photographed with it. If something is wrong, do not confirm; contact us.

8

The full terms

This page is a summary of sections 10 and 11 of the terms of service, which govern if the two ever differ. Common questions are answered on the help page, and how a held payment works is on How it works. Shipping details are on the shipping page.