Willoughby's Photo Emporium – Return & Exchange Policy

General Return Guidelines

At Willoughby's Photo Emporium, your satisfaction is our priority. If you are not completely satisfied with your purchase, we are happy to assist with a return or exchange.

To begin the return process, please contact our customer service team at 1-855-851-5151 (Ext. 2) to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA will not be accepted.

All returned items must:

• Be in same condition as it was shipped.
• Include all original packaging, accessories, manuals, and documentation.
• Have intact UPC codes.
• Contain unfilled rebate and warranty forms

Returns must be initiated within 14 days of confirmed delivery. A 20% restocking fee applies to non-defective returns. Refunds will be issued to the original form of payment.

Shipping & Handling

• Orders refused or returned without an RMA will incur a 20% restocking fee plus shipping charges both ways.
• If an incorrect address is provided and the shipment is returned, a 20% restocking fee will apply.
• All return shipments is advisable to be shipped via a traceable method, and insured. Willoughby’s Photo Emporium is not responsible for lost or damaged packages.

Packaging Requirements

• Return items in the original manufacturer’s box, placed inside a shipping carton.
• Do not apply labels or write directly on the manufacturer’s packaging.
• Clearly write the RMA number on the outer shipping box.
• Returns missing the original manufacturer’s box will incur a 20% restocking fee.

Missing Items or Damaged Shipments

If any items are missing upon delivery, contact us within 24 hours. Retain the original shipping box—it is required for filing a claim. Without it, we cannot issue a refund or replacement.

Return Policies by Product Condition

Defective Merchandise

Defective items may be returned within 14 days for a full refund or exchange. No restocking fee will apply if the item is confirmed defective by our warehouse. Please include a detailed description of the issue. If the item is found to be non-defective, a restocking fee will be charged.

Non-Defective Merchandise

Non-defective items may be returned within 30 days for a refund, minus a 20% restocking fee. Items must be:

• In original condition
• In manufacturer’s packaging with all accessories, manuals, and blank warranty/rebate forms
• Double-boxed with no writing on the manufacturer’s box
• Accompanied by a clearly marked RMA number

Incomplete returns will receive partial credit. Serial numbers must match our records. For electronics, passwords must be removed or reset to factory defaults.

Special Product Policies

In-Store Cash Purchases

Refunds for in-store cash purchases will be issued via check.

Extended Warranties

Extended warranty plans are registered immediately and cannot be canceled once purchased.

Freight Forwarders & Logistics Companies

If your order is shipped to a freight forwarder or logistics company, please ensure the package is insured. Willoughby’s Photo Emporium is not liable for loss or damage once the shipment is signed for by the forwarding agent.

Order Modifications

If your order is modified during confirmation with a sales representative, a revised invoice will be emailed. Please review it carefully. Once shipped, no price adjustments will be made. Acceptance of delivery confirms agreement with the updated invoice.

For any questions or assistance, please contact our sales team at 1-855-851-5151. We’re here to help.