SmallRig After-Sales Policy
At SmallRig, we strive to provide you with top-quality products and exceptional customer service. We understand that there may be instances where you need to return or replace a product. To ensure a smooth after-sales experience, please review our policies below.
45-Day Free-Reason Return Policy (30 Days for Electronic Products)
If you are not completely satisfied with your purchase and wish to return it for any reason, you can apply for a product refund within 45 days (30 days for electronic products) from the date when the order is delivered. If you want to get a replacement, please return and replace the order. Please note that the return shipping cost will be your responsibility.
To initiate the free-reason return process, please follow these steps.
1. Send an email to smallrig@smallrig.com, clearly stating the reason for the return along with pictures/videos to demonstrate the good condition of the returning product that meets the criteria of the free return policy. Pictures of the entire package/box are also required.
2. Our customer representative will get back to you within 24 hours and provide you with the necessary "Return Instructions" via email.
3. Follow the instructions provided and return the parcel accordingly.
4. Ensure that all returned items are in new condition, in their original packaging, and without any installation marks or signs of use. Seal the package with the item label for a product refund.
5. Once we receive and inspect your return parcel, we will process the product refund. Please note that if the parcel does not meet our inspection criteria, you may not receive the refund. The refund will be processed within 5-7 working days.
7-Day Dead on Arrival (DOA) Return Policy
You may be eligible for a full refund by returning the package if you have encountered problems as follows.
- Wrong item received
- Missing item
- Physical damage or scratch
- Product quality issues or inability to use the product
To initiate the DOA return process, please follow these steps.
1. Within 7 days of receiving the package, send an email to smallrig@smallrig.com clearly explaining the issue. Please include pictures or videos of the entire package/box with the label sticker side clearly visible.
2. Our customer representative will get back to you within 24 hours to troubleshoot the reported issue.
3. If the DOA return is approved, you will receive detailed "Return Instructions" via email.
4. Follow the provided instructions and return the parcel accordingly.
5. All wrong items received to be returned must be in new condition, in their original packaging, and without any installation marks or signs of use. Ensure that the package is sealed with the original label for a full refund.
6. Once we receive and inspect your returned parcel, we will process your full refund or replacement along with the return shipping cost reimbursement, which is based on the return shipping receipt provided by you. Please note that if the parcel does not meet our inspection criteria, you may not receive a full refund or get a replacement. And the refund will be processed within 5-7 working days.
2-Year Warranty (1-Year for Electronic Products)
Warranty Period
SmallRig products are entitled to warranty services as of the date of payment
· Electronic products(Except V mount battery): 1-year warranty
· V mount battery: 2-year warranty
· Non-electronic products: 2-year warranty
In case of any conflict between our warranty period policy and applicable laws and regulations of the country/region where the products are sold, the latter shall prevail.
· V Mount Battery 2-year Warranty After-sale Terms Supplementary Explanation
1. Start date: April 14th, 2024
2. If the user purchased V mount batteries before 14 April 2024 and has the order information, invoice information and other relevant and valid proof of purchase, the user is entitled to a 2-year warranty.
3. If users fail to adhere to the "Operating Instruction" or any "Warnings" in the user manual, resulting in a quality failure, it fails outside the scope of warranty coverage.
4. The product identification or SN label or defaced in any way, it fails outside the scope of warranty coverage.
Conditions Not Covered by the Scope of Warranty
1. Product damage caused by improper use or factors unrelated to the product's quality;
2. Product damage caused by unauthorized modification, disassembly, repair and other non-official guided acts;
3. Product damage caused by fires, floods, lightning and other force majeure factors.
For the products within the warranty scope, SmallRig will repair or replace them on the basis of specific failures; the repaired/replaced products/parts are entitled to the remaining duration of the original warranty period.