Thank you for shopping at Keymra Photo. We are dedicated to providing Canadian visual storytellers, filmmakers, and photographers with premium imaging and cinematography gear. We understand that purchasing high-end equipment is a major investment, and we want you to be completely satisfied with your purchase.
If you are not entirely satisfied with your order, we are here to help. Please review our policy below regarding returns, refunds, and exchanges within Canada.
You have exactly 14 calendar days from the date your tracking information shows the package was delivered to request a return.
To be eligible for a refund, your return request must be submitted, and the item must be dropped off with the courier, within this 14-day timeframe.
Because professional mirrorless cameras, cinema rigs, and precision lenses are highly sensitive, high-value electronics, we enforce strict guidelines to ensure returned items can be resold as new:
Brand New Condition: Items must be returned in the exact same condition you received them. They must be completely unused, unaltered, and free of any signs of wear, mounting marks, scratch marks, or cosmetic blemishes.
Original Factory Packaging: The item must be in its original, retail packaging, including the original box, inner cardboard structures, plastic wrapping, and tamper-evident seals intact.
Complete Contents: All original accessories, instruction manuals, lens caps, lens hoods, cables, batteries, and any promotional items or bundles included with the purchase must be returned. Missing components will result in a rejected return or a deducted fee.
Serial Number Verification: All serial numbers are logged electronically before shipping. The serial number on the returned gear must perfectly match our inventory records.
The following items are final sale and cannot be returned:
Opened software, digital downloads, or activated firmware/license keys.
Consumable items that have been opened or unsealed (e.g., sensor cleaning swabs, lens fluids, film, or batteries that have been charged/inserted into a camera).
Special-order items or custom-built cinematography setups.
Clearance items explicitly marked as "Final Sale."
Request an RMA: Contact our support team at support@keymraphoto.com with your order number, the item's serial number, and the reason for the return.
Receive Authorization: If your return is eligible, we will issue a Return Merchandise Authorization (RMA) number and provide the designated Canadian return shipping address. Packages sent back without an active RMA number will not be accepted.
Pack Securely: Securely place the item in its original manufacturer box, and then place that box inside a sturdy, brown shipping box with plenty of protective packing material (bubble wrap or foam peanuts). Never ship the gear back using only the manufacturer's retail box.
Ship the Item: Except in cases of defective or incorrect items, you are responsible for paying the return shipping costs. We strongly recommend using a trackable shipping service (Canada Post, FedEx, or UPS) and purchasing shipping insurance for the full retail value of the gear. Keymra Photo is not liable for items lost or damaged in transit back to us.
Technical Evaluation: Once your package arrives at our facility, our technicians will inspect the gear within 3 to 5 business days to verify its condition and match the serial numbers.
Restocking Fee: To cover the depreciation of open-box premium equipment and the cost of diagnostic testing, a standard restocking fee of 40% may be applied to opened or non-defective items. If the item is returned completely factory-sealed and unopened, this fee will be waived.
Refund Processing: Once approved, a refund will be issued to your original method of payment.
Taxes and Shipping: We will refund the applicable provincial taxes (GST, HST, or PST) that you paid on the item. Please note that original shipping charges are non-refundable.
Timeline: Depending on your financial institution, refunds typically take 5 to 10 business days to reflect on your statement.
If your package arrives damaged by the courier, is missing items, or contains a product that is defective out of the box:
Please contact us within 24 hours of delivery.
Email us photos or a short video demonstrating the defect or damage, along with photos of the shipping box.
For verified defective or incorrect items, Keymra Photo will provide a prepaid shipping label and arrange for a swift replacement or full refund at no additional cost to you.
If you have any questions about moving forward with a return, our team is ready to guide you:
Email: support@keymraphoto.com
Hours of Operation: Monday – Friday, 10:00 AM – 6:00 PM EST
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