Last Updated: 09/08/2025
At CINELUX, we stand by the quality of our products. If you are not completely satisfied with your purchase, we offer a straightforward return and refund process. Please review our policy below.
1) Eligibility for Returns
- Return window: 30 days from delivery.
- Condition: unused, in original packaging, and in resellable condition.
- Proof of purchase required (order confirmation or receipt).
- Non-returnable: digital/downloadable items, custom/special-order items, and items shown as “final sale” at checkout.
- If an item is returned used or with missing parts/packaging, we may deduct a reasonable amount to reflect any diminished value.
2) Your Statutory Right to Cancel (UK/EU consumers)
If you bought online, you may cancel within 14 days from delivery without giving a reason. After telling us you’re cancelling, you have another 14 days to send the item back.
- We will refund the product price plus the standard outbound delivery cost (not any premium shipping you selected) within 14 days of receiving the goods back or receiving evidence that you’ve sent them—whichever is earlier.
- Unless we say otherwise, you pay the return postage for cancellations that aren’t due to our fault.
- (These rights come from UK/EU consumer law and don’t affect your warranty rights.)
3) Damaged, Incorrect or Faulty Items (Warranty/DOA)
If your order arrives damaged, incorrect, or develops a fault:
- Email info@cinelux.co.uk with your order number, a description of the issue, and clear photos/video.
- If confirmed, we cover return shipping and offer a repair, replacement or refund in line with your warranty.
- See our Warranty page for product-specific cover (e.g., NEXA-MAG 2-year standard warranty, optional 5-year).
4) How to Start a Return
- Email info@cinelux.co.uk to obtain return instructions (and RMA if issued).
- Pack items securely. Include all accessories and the order number.
- Use a tracked/insured carrier. You’re responsible for items until we receive them.
Return to:
CINELUX LTD – Returns
Unit 13, Meriton Foundry, Meriton Street
Bristol, BS2 0SZ, United Kingdom
5) Refund Method & Timeframe
- Refunds go to the original payment method (or store credit if you prefer).
- We aim to process within 3–5 business days after inspection, and no later than 14 calendar days from receiving the goods back or acceptable proof of return (to comply with law).
6) Exchanges
We don’t offer direct exchanges. Please return the item and place a new order.
7) Return Shipping Costs (Summary)
- Our error / damaged / faulty: we cover return shipping.
- Change of mind / wrong size / no longer needed: customer covers return shipping.
8) International Returns
International customers are responsible for any return shipping, customs forms and fees. Mark returns clearly as “Returned Goods” to avoid duties.
9) Business Purchases (B2B)
For business buyers, statutory 14-day cancellation rights generally don’t apply. Our 30-day policy still applies to unused items in resellable condition.
10) Contact
Email: info@cinelux.co.uk
Postal: CINELUX LTD, Unit 13, Meriton Foundry, Meriton Street, Bristol, BS2 0SZ, UK
Contact form: www.cinelux.co.uk/contact
