Return and Exchange Policy

General Return & Exchange Policy

For most products purchased from the ACUMEN Official Store www.acumen-camera.com, our Return and Exchange Policy allows you to request a return within 30 days of receiving the product, with no specific reason required, subject to certain exceptions.

If the product has quality issues within 30 days of receipt, ACUMEN Official Store will offer an exchange. If a replacement is unavailable, we will issue a refund.


Return Conditions

To qualify for a return, the product must remain in its original condition and retain its original functionality. The product, including its packaging, accessories, gifts, user manuals, trademark labels, and any accompanying documents, must be intact and undamaged to ensure its resale value. ACUMEN will only refund the amount corresponding to the product received in acceptable condition.

We reserve the right to decline a return or exchange request in the following circumstances:

  • The product was not purchased from the ACUMEN Official Store www.acumen-camera.com. The order number or serial number does not match ACUMEN’s records.

  • The purchaser cannot provide a valid receipt or proof of purchase, or the provided documents have been forged or altered.

  • The return or exchange request is submitted more than 30 days after receipt of the product.

  • If the approved return is not shipped within 15 days of authorization, Acumen reserves the right to reject the return.

  • The returned product does not match the order details or was returned without prior verification by ACUMEN.

  • The product is not sent to the designated return address provided by ACUMEN Customer Service.

  • The returned product is incomplete, missing original packaging, accessories, gifts, manuals, trademark labels, or invoices, or has been physically damaged by the user.

  • The product has been tampered with, including unauthorized repairs, label alterations, removal of anti-counterfeiting marks, or other modifications.

  • The product shows visible signs of use, such as retained personal data or usage marks.

  • Damage caused by improper use, unauthorized modifications, foreign object intrusion (e.g., water, oil, sand), incorrect installation, or failure to follow operating instructions.

  • Damage due to force majeure events such as fire, floods, lightning, or traffic accidents.

  • Customized or personalized products.

  • Any other conditions stipulated by applicable laws or this policy.


Return & Exchange Process

(a) To initiate a return or exchange, visit the ACUMEN official website and navigate to the Support section. Under the Form tab, fill out the Return/Replacement Request Form within 30 days of receiving the product. Our customer support team will review your request and provide further instructions on the next steps.
Return/Replacement Request Form: https://docs.google.com/forms/d/e/1FAIpQLScPAyx-upWkHQGttb1I2RSnhjPt1xgMx8uMUfwO7K53w2SAnw/viewform

(b) Once your request is submitted, our team will contact you for verification. Approval of your request is subject to compliance with return conditions. Communication from us does not constitute automatic approval.

(c) If approved, we will provide the appropriate return address based on your country/region. The complete product package (including all accessories, gifts, manuals, and invoices) must be shipped to the provided address within 15 days of approval. Refunds will be processed within 7 days of receiving the returned item. The refunded amount will be credited to the original payment method within 3-5 business days, depending on the payment institution’s processing time.

(d) If the return is due to quality issues, ACUMEN’s technical support team may conduct an inspection before approval.

(e) If the product qualifies for an exchange, we will ship a replacement to your original order address or an alternative address provided by you upon return verification.


Late or Missing Refunds

If you have not received your refund, please:

  1. Recheck your bank account.

  2. Contact your credit card company, as processing delays may occur.

  3. Contact your bank, as there may be additional processing time.

If you have completed these steps and still have not received your refund, please reach out to us at info@acumen-camera.com.


Return & Exchange Fees

  1. Unless otherwise stated, ACUMEN does not charge additional fees for returns eligible under the no-reason return policy. However, where permitted by law, you are responsible for return shipping and handling fees. If your return does not qualify for free return shipping, ACUMEN reserves the right to deduct the shipping cost from your refund. Additionally, handling fees may apply as per your credit card issuer or payment provider’s terms.

  2. If a return is due to a product quality issue, ACUMEN Official Store will cover the return shipping and logistics costs.

Note: After the 30-day return/exchange period expires, ACUMEN will no longer accept returns or exchanges without a valid reason. However, you may contact ACUMEN Customer Service for repair requests. Associated fees will be determined by ACUMEN’s evaluation. For further details, please refer to our After-Sales Service Terms.

For any inquiries, please contact us at info@acumen-camera.com.

 

Effective as of January 01, 2022