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Warranty & Repairs – Everything you need to know
Do you have a question about your product warranty, or is something broken and you want to know how to get it repaired? Don’t worry — we’re here to help. On this page you’ll find all information about our warranty terms, how to request a repair, and what to expect during the process.
Warranty: your extra peace of mind
When you purchase a product from us, you can rely on quality and service. That’s why we offer standard warranty on all our products, in line with legal requirements and often even more:
- Legal warranty: You are entitled to a properly functioning product. If it breaks within a reasonable period without any fault of your own, you are entitled to free repair, replacement, or refund.
- Manufacturer’s warranty: Many products also come with a manufacturer’s warranty of 2 years or more. The exact duration depends on the brand and product.
- Extended warranty: On selected products we even offer 5-year warranty at no extra cost. Read more about the 5-year warranty here.
Repairs: fast and carefully handled
Is your product defective or not working properly? We’re happy to help you find a suitable solution. Here’s how it works:
- Easily register your repair online via our repair form
- Pack the product securely and include a clear description of the issue
- Send it to us or bring it to our store or service point
- We will keep you updated on the repair status and let you know when you can expect your product back
In many cases, repairs are free of charge if the defect is covered under warranty.
Good to know
- Repairs outside of warranty are also possible. We always provide a quote in advance.
- If you use a product professionally, different conditions may apply.
- Damage caused by drops, impacts, moisture, or improper use is usually not covered by warranty.
Questions?
Check the FAQ below for quick answers about warranty periods, repair times, costs, and more.
FAQ
The repair conditions vary depending on the product and the type of damage (manufacturing defects or user damage).
Manufacturing defects are generally covered by the warranty. Damage caused by your own use is not covered by the manufacturer’s warranty and will be repaired at your own expense.
You can submit a wide range of photo and video equipment for repair, such as cameras, lenses, drones, and accessories.
If you want to send in a defective product, please follow the steps below:
- Fill in the repair form and clearly describe the issue.
- Include a copy of the invoice or proof of purchase and, if applicable, the original warranty card.
- Only send the item related to the issue or defect (no accessories such as straps or memory cards; for printers, please leave the cartridges inside).
- Carefully pack the item and send it by registered mail to:
Kamera Express BV
Attn: Repairs
Essebaan 55
2908 LJ Capelle aan den IJssel
The Netherlands - You will receive a confirmation by email once we have received your shipment.
Your product will be repaired by the manufacturer’s authorised service centres.
The average repair time is between 4 and 6 weeks, depending on the product and the nature of the repair.
In exceptional cases, a loaner product may be provided. This depends on availability and the nature of the repair.
If you would like a replacement product, please contact our customer service.
Yes, you will be kept informed about the status of your repair by email.
If the defect falls within the warranty conditions, such as a manufacturing fault, the repair is usually free of charge.
For user damage (for example water damage, or damage caused by drops or impacts), costs may be charged.
A manufacturing defect is a fault caused by an issue in the production process, such as a malfunctioning button or an internal failure. These defects are usually covered under warranty.
User damage is caused by incorrect use or an accident, such as a broken screen or water damage. This type of damage is generally not covered by the warranty. Insurance can provide additional coverage for user damage.
Take out insurance
Yes, you do have warranty on second-hand products. However, the warranty is limited and varies per product. The warranty period of your product is stated on the invoice.
With our extended insurance package, you have additional coverage for user damage, such as water damage, drops, and impact damage. Please consult the insurance terms and conditions for more information.
Yes, you can also have your product repaired outside the warranty period. In this case, the costs are at your own expense.
Your invoice often serves as your warranty proof. You can find your invoice in your account.
If you don’t have an account, please contact our customer service.
