Returns & Refund Policy

Welcome to Contact Us for Any Questions First Before Return/Refund:

• Email Address: fotopro2022@163.com

30-Day Money-Back Guarantee for Any Reason

( Only for orders purchased on the this official website!)

Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding Corporate purchases/bulk orders, which may not be refundable (Note: Ordering more than 10 units of a product will be considered a bulk order.). Upon requesting a refund or replacement, we will provide you with a return label at no additional cost. (This policy only applies to products shipped from warehouses in the United States, Germany) Once the returned item arrives back in Fotopro’s warehouse for inspection, the refund process will begin.

• Returns must include ALL accessories (For bundle orders that contain discounted products or free, refunds can only be processed for the entire order. Customers are not permitted to process separate refunds for individual products in a bundle deal.)
• For non-quality related warranty claims, buyer is responsible for shipping costs (including cross-border and international shipping costs, if applicable)
• For quality related warranty claims, Fotopro refunds the cost of the product itself
• Returns may be rejected if items do not meet the above requirements

Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For quality-related issues, please see below.

How do I return an item?

1. Contact Fotopro customer support (fotopro2022@163.com) using the email address you registered for the purchase, and then provide the following information:

• Order Number:
• Registered Email:
• Return Product Name & Quantity:
• Return Reason:
• Images or Videos of Products and Intact Packaging:

• Name of the courier
• Tracking number

How long does it take to get a refund?

Refunds will be processed using the same method that was used to make the payment. The refund process will be completed in about 3-7 business days, depending on the bank or credit card issuer.

The refund will be returned to the original payment account. If you have any special requests, please let us know in advance.

Lost Package / Package Issue

• Package status shows ‘in transit’ for 7-15 days or less: This situation may be quite standard, so we kindly ask you to wait patiently or contact the carrier directly. Should the package remain ‘in transit’ for more than 15 days (excluding special products and remote countries), please reach out to us at Contact Fotopro, and we will take the necessary steps to investigate the case with the carrier and ensure proper follow-up.
• Package arrive Damaged: Should you receive a damaged package, please contact us at Contact Fotopro within 7 days of delivery. Unfortunately, claims made after this period cannot be accepted. You will be required to provide photographs or videos of both the external packaging and the damaged products. We will respond within 1-2 business days to evaluate the situation, at which point we will determine whether a replacement or refund is appropriate.
• Package Lost: If you suspect that your package has been lost, please contact us at Contact Fotopro within 7 days of the expected delivery date; we regret that we cannot accept claims submitted after this time frame. A detailed description of the situation will be required when you contact us. An agent from our team will respond to your inquiry within 1-2 business days, and after assessing the specific situation, a decision will be made whether to reship the item or issue a refund.

Please verify the shipping address on your order. If the address provided is incorrect, kindly note that Fotopro will NOT be held responsible for any issues arising from the incorrect information.

Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by Fotopro are covered by an extensive warranty, which starts from the date of purchase.

Ulanzi's limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.

For items purchased from third-party platforms within the last 30 days, we recommend reaching out to the original seller for assistance. If you fail to get contact with the original seller, contact us.

For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. In situations where a replacement is not an available or preferred option, Fotopro will offer a partial refund according to the usage time of the device.

Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.

Process:

• Buyer must provide sufficient proof of purchase
• Fotopro must document what happens when buyers troubleshoot the product
• The defective item’s serial number and/or visible proof depicting the defect are required
• It may be necessary to return an item for quality inspection
• For defective items that Fotopro needs to have returned, warranties on those replacements are voided if the wrong item is returned to Fotopro or if the defective item is not returned.

Valid proof of purchase:

• Order number from online purchases made through Fotopro
• Sales invoice/ Screenshots

Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.

Shipping costs must be covered by buyer in the following situations:

• Returning products for any reason other than a proven defect
• Warranty claims on items taken outside the original country of purchase
• Buyer’s accidental returns
• Returning personal items
• Returning items claimed to have defects but found by Fotopro quality control to be in working condition
• Returning defective items in international shipping
• Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Not Covered Under Warranty:

Products without sufficient proof of purchase

• Lost or stolen products
• Items that have expired their warranty period
• Non quality-related issues (after 30 days of purchase)
• Free products
• Repairs through 3rd parties
• Damage from outside sources
• Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)

Fotopro is not liable for:

• Loss of data incurred from use of Fotopro products
• Returning personal items sent to Fotopro

When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. Fotopro does not provide refunds for items damaged in transit for non-quality related warranty claims.