Returns & Refund Policy

Returns and Refund Policy

Statutory Rights

We want you to love your new gear! At CHEEEZ, we pride ourselves on transparency and fairness. This policy is designed to help you understand your rights under UK Consumer Law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013).

Choosing the Right Policy

Depending on how you shopped with us, different "Change of Mind" rules apply:

  • If you bought ONLINE...

  • If you bought IN-STORE...

  • 14-Day "Cooling Off" Period

Final Sale in Studio

You have 14 days from delivery to notify us that you wish to cancel for any reason.

Unfortunately we do not offer refunds or exchanges for "Change of Mind" once you have left the studio.

Inspection Period: You’re welcome to unbox and check the camera, just like you would in one of our studios.

Point of Sale Inspection: We encourage all customers to inspect the camera thoroughly before payment. Our team is happy to help you test the camera thoroughly.

The 14-Day Return Rule: Once you notify us, you have a further 14 days to return the item.

Final Sale: Once a transaction is completed in-person, it is considered final.

  1. Quality Guarantee & Faulty Items

While we do not offer an additional Extended Commercial Warranty, we stand behind the quality of our gear. Under the UK Consumer Rights Act 2015, we will support you if your camera develops a manufacturing fault:

  • The First 30 Days: If your camera is faulty, you are entitled to a Full Refund or a replacement.

  • 30 Days – 6 Months: If a manufacturing fault appears, we will offer one replacement camera.

    • Note: As we do not offer a repair service, if a replacement is unavailable, we will issue a refund (which may be reduced slightly to reflect the use you've had).

  • What isn't covered: This guarantee covers internal technical faults only. It does not cover accidental damage (drops/spills), "wear and tear," or if the camera has been tampered with.

  1. How to Return Your Item

To keep our records accurate, we handle returns differently depending on where you made your purchase:

  • For Online Orders: All online returns must be sent by post. Please email us at hello@cheeez.co.uk with your order number, and we’ll send you the return instructions and shipping address within 2 business days. (Note: Online orders cannot be processed for refunds at our physical studios).

  • For In-Store Purchases: You can either email us to arrange a return by post or visit any of our studios (Tottenham Court Road, Leicester Square, or Camden) with the e-receipt. While we can help you at any location, we suggest visiting the original studio where you bought the camera for the smoothest experience!

  1. Conditions for Return

To ensure a smooth return process, please note the following:

  • Condition: Items must be returned with all original packaging, manuals, accessories, and the SD card.

  • Deductions: For online returns, we reserve the right to reduce the refund if the item shows signs of "excessive handling" (e.g., physical wear, altered settings, or high shutter count).

  • Data Security: Please delete all personal photos/videos and format the SD card before returning. CHEEEZ is not responsible for data left on devices.

  • Authorized Locations: This policy only applies to items bought via the following channels: CHEEEZ website, TikTok Shop, Meta Shop, or our studios in Tottenham Court Road, Leicester Square, and Camden.

  • Refunds: We always refund to your original payment method. Once we've inspected the item (usually within 5 days), it can take up to 14 days for your bank to show the credit.

Non-returnable items:

- Gift cards

To complete your return, we require:

- A receipt or proof of purchase.

Partial refunds may be granted in the following cases (if applicable):

- Any item that has been opened or with packaging damage unrelated to our error, an item not in original condition due to factors beyond our control, or missing parts for reasons not our fault.

- Any item returned more than 14 days after delivery.

Refunds (if applicable)

Once we receive and inspect your return, we will send you an email to notify you about the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days.

Late or Missing Refunds (if applicable)

If you have not received a refund yet:

1. Check your bank account again.

2. Contact your credit card company, as it may take some time before your refund is officially posted.

3. Contact your bank as there is often some processing time before a refund is posted.

4. If you’ve done all of this and you still have not received your refund, please contact us at hello@cheeez.co.uk

Sale Items

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We replace items if they are defective or damaged. If you need to exchange an item for the same one, email us at hello@cheeez.co.uk and send your item to: CHEEEZ Ltd - Unit 9B Queen's Yard, London E9 5EN.

Shipping

To return your product, mail it to: CHEEEZ Ltd - Unit 9B Queen's Yard, London E9 5EN

You will be responsible for your own shipping costs for returning your item. Shipping costs are non-refundable.

If DPD returns a parcel undelivered due to an incorrect address provided by the customer or failure to claim the parcel from a sorting office in time, you will not be refunded for item and shipping costs. You will be asked to pay another item shipping cost for the parcel to be sent again. This applies to both domestic and international orders.

The time it may take for your exchanged product to reach you varies depending on your location.

If you are shipping an item over £75, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Need a Hand?

Our team is here to help! CHEEEZ LTD | Email: hello@cheeez.co.uk

Studio: Unit 9B, Queen’s Yard, London, E9 5EN

This policy is governed by the laws of England and Wales.