How can I contact CINEGEARPRO?

You can contact us via email, telephone or Live Chat (from our website).

Email: [info@cinegearpro.co.uk](mailto:info@cinegearpro.co.uk)

Online Support: +44 808 168 8186

London Showroom: +44 020 7998 0905

What are your opening times?

Our opening times are Monday to Friday, 9 am - 5:30 pm. We are closed on bank holidays. 

Opening times during the holidays may differ, please check our website or our Google Profile for more information.

Where are you based?

We are based in Unit 7, Victoria Park Industrial Centre Rothbury Road, London, E9 5HD, United Kingdom. Our nearest train station is Hackney Wick and our nearest bus stop is Rothbury Road, just outside of our unit. 

What are your terms and conditions?

Our terms and conditions and be found here.

What is your VAT and Company Number?

Our UK Company No. 07740835 and our VAT Reg. No. GB151442048

I’m a customer based outside of the UK, will I have to pay VAT?

If you are a customer based in Europe, we will be able to collect VAT and import duties in the checkout process which means you will not have to pay at customs. 

If you are not based in Europe, we will NOT charge VAT when you checkout, which means you will have to pay any import duties and VAT at customs. Import duties and VAT will be determined at your local customs. The courier will contact you personally and provide a VAT invoice which you must pay to clear customs.  

Or you wish to pay VAT/TAX when you do the checkout even you are based outside Europe, we can also do that for you, can contact us at info@cinegearpro.co.uk 

I’m a customer based in Europe. Can I remove TAX from my purchase? 

As we collect TAX and import duties in the checkout, we can also process an order with an invoice without VAT. To do this, please get in contact with us at info@cinegearpro.co.uk and we can arrange this for you. 

Do you have any offices outside of the UK?

No, we are only based in East London, Hackney Wick. 

Do you offer price matching?  

Yes, we do offer the option to price match. You can find the price match option by pressing a green button with ‘Price Match’ next to the list price on the product page. You can also email us at info@cinegearpro.co.uk and we can offer our best prices there. 

Do you carry out rentals?

Yes, we do carry out rentals. If you are interested in a rental, don't hesitate to contact us at info@cinegearpro.co.uk about your inquiry and someone from the team will be able to assist  

Yes, we do offer demo sessions. We allow customers to try before they buy and get hands-on experience with various products. You will be assisted by a team member and they will be available to answer any questions you may have. To book a demo session, you can book here.

Do you host in-house events, and where can I find more information about them? 

You can find out what events are happening at CINEGEARPRO on our events page through our website, which you can find here. 

Is there parking at your offices?

There are only a couple of parking spaces available outside our unit. If you are coming along for a demo or collecting an order in-person, we would recommend getting in contact with us beforehand so we can provide the best advice. 

Do you have a collaborations and sponsorships program available?

We are open to collaborations and sponsorships. If you would like to pitch us your idea, you are more than welcome to email us at info@cinegearpro.co.uk. We would recommend providing as much material as possible so we can have a better understanding too.  

What are the delivery cut-off dates and times over the Holiday or Christmas and New Year period?

Usually, we close around the 21st - 23rd of December and re-open on the 3rd January (first week of January) but these times can differ. We will send out a newsletter some time before to let you know what our cut-off shipping dates are and when you will receive orders over the Christmas period. If anything, nearer the time, you can always get in contact with us at info@cinegearpro.co.uk for further information.

Where can I find reviews about CINEGEARPRO LTD?

Our reviews can be found at our Trustpilot, which is here. More reviews can be found here on Google Reviews.

I want to work at CINEGEARPRO, where should I apply?

If you are inquiring about a career here at CINEGEARPRO, please email your CV and cover letter to info@cinegearpro.co.uk. 

What does it mean when an item is on pre-order?

When an item is on pre-order this usually means that we currently do not have the item in stock or the stock is pending. However, we can get the item into our store. Once a customer has made the order, the order will be actioned and we will get the item into our store. The lead times will vary depending on the nature of the item. On the page of the item, there will be information displaying the ETA and how long the lead times are. If you are unsure about the ETA on any pre-order item, please feel free to contact us at info@cinegearpro.co.uk and a member of the team will be able to assist you.

I would like to know if a product is in stock. How do I check this? 

You can locate the stock level just above the ‘Add to Cart’ button. This stock level is usually very accurate but you can always contact us at info@cinegearpro.co.uk to make sure. 

Is it possible to cancel my order which I placed by mistake? 

Yes, this is possible. However, please contact us at info@cinegearpro.co.uk as soon as possible from the time of purchase if you would like to cancel your order. Otherwise, this order could already be processed and dispatched. 

How do I know my order has been confirmed?

Shortly after your purchase, an order confirmation email should arrive into your email inbox. You will find your order number there, starting with ‘CGP’.

What warranty do you provide on your products? 

We provide a 1-Year UK Warranty on the majority of all products. Warranties may vary depending on the item’s condition and the actual item itself. You can find more about the warranty here. The warranty will be listed but if you are still unsure, please contact us at info@cinegearpro.co.uk. 

Is this item brand-new?

All the listed items we sell are brand-new. If you are looking for used/open-box items, you can browse our B-Stock here. 

Do you sell Ex-Demo/Open-Box items?  

We have a great range of B-stock items that are sold at a discounted price when compared to a brand-new version. You can browse our B-Stock here. 

Do you offer discounts for bulk orders or large purchases?  

If you are ordering an excessive amount of the same/different items that come up to an expensive sum, we are willing to help out with a discount. To check if you are eligible, please get in contact with us at info@cinegearpro.co.uk and then we can see what we can do. 

How do I apply a discount code to my order?

In the checkout process, above the total amount of your order, there will be a section (it will say ‘Discount code or gift’) where you can input your code. 

I want to know where this product was manufactured. How do I check this? 

To check where a product is manufactured, please get in contact at info@cinegearpro.co.uk with us so we can provide the relevant information. Disclaimer; For carnets, we do not keep a record of serial numbers. 

Do you provide user manuals for products? 

On a listing page, near the bottom of the page, you will be able to find the product description with information on technical specifications etc. If you are looking for a manual for a specific product, you can get in contact with us at info@cinegearpro.co.uk and we will be able to help. 

Do you offer educational or charity discounts?

For any educational or charity discounts, please get in contact with us at info@cinegearpro.co.uk. 

How can I find my order number?

Your order number can be found in the order confirmation email. 

How can I get my VAT receipt?

Once the order has been confirmed, you will receive a VAT invoice in another email straightaway along with your confirmation email. If you are unable to find this, you can always contact us at info@cinegearpro.co.uk.

How do I create an account with CINEGEARPRO?

To create an account with us, you can do so here. By creating an account on our website you will be able to shop faster, be up to date on an order's status, and keep track of the orders you have previously made.

Am I able to check my previous orders with CINEGEARPRO?

With an account, you can check your order history with CINEGEARPRO. You can check here. Make sure to log in beforehand to access your order history. 

How do I save items to my wishlist?

To add items to your wishlist, select a product and you will have the option to click a small button with a heart symbol. Clicking this button will add the product to your wishlist. On pre-order items, you have the option to input your email address and You can view your entire wishlist here. To create a wishlist, you must sign in or create an account. 

I want to change my shipping address, who do I contact?

If there is anything you may want to change on your account (shipping address, billing address, personal details etc.), please contact us at info@cinegearpro.co.uk about your inquiry and we will be able to assist you. 

I want to change my password on my account, how do I do this? 

If you would like to change your password, there is a ‘Forgot your password’ option where you are able to reset your password. This option will be on the sign-in page, just above the Sign In button. 

What payment methods do you accept?

We accept the following payment methods: 

- Visa

- Mastercard

- American Express

- Shop Pay

- PayPal

- Apple Pay

- Google Pay

Is there parking at your offices?

Paying by wire transfer is possible but please allow some time for the payment to be processed. If you are at all unsure about your payment, please get in contact with us at [info@cinegearpro.co.uk](mailto:info@cinegearpro.co.uk) and then we will be able to assist you further. Our bank details are here as stated: 

Bank Name: Barclays Bank PLC

Bank Address: 1 Churchill Place, London, United Kingdom

Account Name: CINEGEARPRO LIMITED

Sort Code: 20-31-52

Account Number: 33862372

SWIFTBIC: BARCGB22

IBAN:GB65 BARC 2031 5233 8623 72

Do you accept in-store purchases/point of sale?

No, we do not accept in-store purchases. We do offer a click and collect service but all orders must be made in advance online. 

What should I do if my card was declined when placing an order?

If declined, please check that you have entered the correct address that is associated with the card or check that the Zip code was entered correctly. Please check your bank account beforehand. If money has been taken out of your account and the order has not been confirmed, please get in contact with us at info@cinegearpro.co.uk. 

Why does my bank account show that I was charged twice?

Usually, when an order is placed it will take the single payment to confirm the order. If you were charged twice, the money should bounce back into your account within the next 5 minutes or so, depending on your bank. If this is not the case, please contact your bank or contact us at info@cinegearpro.co.uk .

If I place a pre-order on a product, when will the money leave my account?

If the payment was made via card, the money will almost instantly be withdrawn from your account as we only accept payment in advance. If the payment was made via wire transfer, this may take some time, depending on your bank. 

How is currency conversion calculated on the website?

You have the option of viewing currency on our website in USD ($), GBP (£) or EUR (€). Currency conversion will be calculated automatically according to the exchange rates. (Rates will differ, according to Shopify’s rates, not us).

Is the payment/checkout process secure on your website?

The checkout process is secure with an authorisation process. If we notice anything fraudulent or suspicious, this will be flagged on our system and we will contact you.

Can I pay by cash when collecting an order?

No, we do not accept any cash payments. You must place the order online in advance. 

How do I use my store credit? 

Please contact us at info@cinegearpro.co.uk.

Does the gift card have an expiration date?

No, our gift cards do not have an expiry date. You can purchase amounts of £10 to £500 and use it anytime you feel like. 

How long will my order take to arrive?

Delivery times will vary depending on where you are based. If the item is in stock, UK Mainland deliveries should take roughly 1-2 working days. Anywhere else outside the UK Mainland, delivery times will vary. You will be able to check shipping times in the checkout process when choosing a shipping method, along with other delivery options. 

When will my order be shipped?

If your order has been placed before 1 pm, your order will be dispatched on the same day. Anytime after this will be dispatched the next day. Please bear in mind this is subject to stock availability (pre-order items will vary with different lead times).  

How can I track my parcel status? 

Once we dispatch your order, we will provide you with the tracking information in a shipping confirmation email. We will provide you with the tracking number and the courier it will be with so you can check the status of your order.

What couriers will deliver my order?

If you are based in the UK Mainland, your order will most likely be delivered by DPD. If you are based outside of the UK, your order will be handled by either, DPD, DHL, UPS, FedEx or Royal Mail (depending on the nature of the item and location). 

Can I collect in store? 

Yes, you can. When going through the checkout process, under the ‘Delivery’ section, you can select the ‘Pick Up’ option. Selecting this option and completing your order will notify the team and then they will prepare your order for collection. We will let you know when the order is ready for collection (via a ‘Ready to Collect’ email).  

What is the cut off time for next-day delivery?

The cut-off point for next-day delivery is 11am. Any orders past this time will be dispatched on the next working day. If the cut-off time has passed and you need this item urgently, please contact us at info@cinegearpro.co.uk. It is not guaranteed that we can get this dispatched on the same day but we will try our best to.

Do you have insurance for high value shipments?

Yes, we can provide insured delivery for high value shipments. You will be able to locate delivery with insurance throughout the checkout process as the delivery option will be stated with insurance. 

Do you offer free delivery? 

Yes, all deliveries over £100 (excl. VAT) will be granted UK free delivery. 

Do you ship internationally? 

Yes, we ship globally! If you have any doubts that we will be unable to deliver to you address, please get in contact with us at info@cinegearpro.co.uk. 

How much will I be charged for international delivery? 

International delivery charges vary, and you can check these during the checkout process. If you see "Please contact us for shipping costs," please get in touch with us at info@cinegearpro.co.uk to confirm the shipping fees.

Can I have my order sent to a different address?

Yes, if the order has not been dispatched yet, get in contact with us as soon as you can from the time of the order placed. If we are able to change the shipping address, please confirm the one you want with the team. 

When and how will I receive the tracking number for my order? 

The tracking information will be provided in a shipping confirmation email. This will be sent once the package has been dispatched. You can expect this email within 1-2 working days from the time of purchase.  

We need this item urgently, how do I upgrade the shipping service to an express service? 

Our general cut-off point for deliveries is 1pm. If you have placed an order and you desperately need the delivery service to be changed, please let us know immediately at info@cinegearpro.co.uk. If the order has not been dispatched yet, we will be able to upgrade to an express service and provide an invoice to pay the remaining difference on shipping costs. 

How do I change the shipping address or other details of my order after it has been dispatched? 

Please get in contact with us at info@cinegearpro.co.uk in good time. This is so we can change the shipping address before the order is dispatched. If you feel like you may have left this too late, please contact us as soon as you can and we can assist you. You can also download the DPD app and redirect the order yourself using the same email address/phone number.

My parcel which is showing “Parcel Delivered” but I haven’t received it yet, what should I do? 

A Denial Of Receipt will be issued to you by DPD and you will have 14 days to complete and return to DPD, otherwise the claim will be closed. Before this, you must check the delivery image on the DPD app. If you can’t check the app, contact us at info@cinegearpro.co.uk. If DPD have lost your parcel, we will open a request and require further information from you.

There are no updates on the tracking number, where is the parcel now? 

Usually, if you are still waiting on an order for a few days or more, the parcel may have been lost, held in a sorting depot etc. To find out further information, please get in contact with us at info@cinegearpro.co.uk and we can check for you. You can always check with courier directly as well.  

My order has arrived damaged, what should I do?

If the order has been damaged in transit, contact us at info@cinegearpro.co.uk within 24 hours from the receipt of delivery and we will provide further instructions on how to get this solved for you. 

How can I combine multiple orders to sent out together?

When you have multiple orders, please get in contact with us at info@cinegearpro.co.uk and we can organise the shipment to be sent out all together. You will need to provide all order numbers of the orders you want sent out. Delivery will then proceed as normal.

Can I reserve my order and send it out later?

Yes, you can. If you would like to hold on to an order, please contact us at info@cinegearpro.co.uk and let us know once the order has been placed or let us know beforehand . Along side of this, let us know when you would like this to be delivered (we can only deliver on weekdays and Saturday). Disclaimer; shipping costs may vary for this.  

How can I let the courier know to leave the parcel in a safe place/pick-up point if I am not at home?  

Depending on the courier used to deliver your order, you can directly go to them to change your order to be delivered to a safe place or pick-up point. Sometimes, the courier may have an app which you can access on your phone but you will be able to change it on their website (for example; DPD is the most used courier at CINEGEARPRO and you can change to leave the parcel in a safe place/pick-up point via their app). 

I received the wrong item, what should I do?

In the unfortunate circumstance of this occurring, please contact us at info@cinegearpro.co.uk immediately within 24 hours from the receipt of the delivery and we can arrange a return. We will then send out the correct order for you. 

The parcel was sent to the incorrect address, what do I do? 

In the unlikely event of this happening, if you are unable to check the address that it was incorrectly sent to, please contact us at info@cinegearpro.co.uk as soon as you can. 

What information do I need to provide when I collect my parcel? 

When collecting a ‘Pick-Up’ order from us, you will need to provide your order number along with your confirmation email to verify that you are authorised to collect this order. You may collect your order via an Addison Lee or courier. In this case, please provide the order number, our email address and our phone number to the courier so we can verify the correct person collecting. 

Can you ship batteries outside of the UK?

Anything under 270wh can be sent via UPS, anything over this amount they will contact us

Part of my order is in-stock, can the in-stock items be shipped to me?

Yes, if you have a large order and some of the items are in stock and some are out of stock, we can send the in-stock items first and the other items later once they arrive to our unit. To do this, you will need to get in contact with us at info@cinegearpro.co.uk and then we will send your order in two separate shipments. Please note; Due to multiple shipments, additional shipping costs may be charged. 

Is shopping at CINEGEARPRO safe?

Primarily, we are an online store. We place a high priority on customer safety and privacy. Our website utilises the latest encryption technologies (such as SSL/TLS) to protect your personal and payment information during the shopping process. All transaction data is encrypted to prevent unauthorised access.

What should I do if I encounter a security issue on your site?

If you encounter any security issues while using our site, please contact our customer support team immediately at info@cinegearpro.co.uk. We will investigate and take the necessary actions to resolve the issue. We also encourage you to provide detailed information to help us understand and address the situation better.

How is my payment information protected?

We work with top-tier payment gateway providers to ensure that all payment information is processed with stringent encryption. We do not store any payment card details; all payment processing is handled through secure third-party payment platforms.

Can I trust the user reviews and ratings on your site?

We are committed to maintaining the integrity of our platform. All user reviews and ratings are submitted by verified purchasers, and we monitor the content to prevent false or malicious reviews.

How do you protect my personal information from misuse?

We implement stringent protective measures for all personal information, including access controls, data encryption, and regular security audits. Only authorised employees can access your personal information, and we regularly review and update our data protection policies to ensure that your information is not misused.

What should I do if my account is compromised?

If you suspect that your account has been compromised, please contact our customer support team immediately at info@cinegearpro.co.uk. We will assist you in regaining control of your account through an identity verification process and take steps to prevent further unauthorised access. 

How can I verify that your customer service agents are legitimate?

Our customer service team will communicate with you through official contact methods provided on our website. You will always speak to an agent that is a real person, not an AI/Computer. Knowing this, if you were to call us, your call would be answered by a human and they will be able to help out with whatever you may need. 

How long will it take for the refund to arrive in my bank account?

Usually, your refund will take 3-5 working days to be processed. If this is not the case, please contact us at info@cinegearpro.co.uk so we can check this for you. 

Are there any fees that will be deducted on my refund before going back into my account?

Refunds for returns will have no additional fees transaction fees etc. The only deductions you will get from refunds would be restocking fees but that will already be mentioned to you before the refund is processed. 

Where can I find your returns policy?

Our returns policy can be found here.

Can I exchange my item for something else?  

We understand that sometimes you may wish to exchange a product for a different one. We offer a returns-for-exchange policy within 30 days of your purchase. To be eligible for an exchange, the item must be in new and sealed condition. Please note that if the item is not in its original sealed condition, an up to 25% restocking fee may be applied. Additionally, the client is responsible for the shipping costs associated with returning the item to our facilities, as well as the shipping costs for the new item to be sent back to the client. After our team provides you with the return shipping instructions, you must return the item/s to us within 7 days to be eligible for an exchange. Any items returned after the 7 days will not be eligible for a refund. In such cases, the customer will be responsible for any shipping fees to return the product. We strive to make the exchange process as smooth as possible and will guide you through the necessary steps. Please be aware that we will not send the exchanged item or allow a collection until we have received the client's returned item and fully checked that it meets all the required conditions.

Where can I find your warranty policy?

Our warranty policy can be found here. 

How do I return an item?

The process is as follows: 

Step 1: Get in contact with us

If an item develops a fault, the first step is to email us to info@cinegearpro.co.uk or to call our store team on 020 7998 0905 to learn more about our returns.

You will then be put through to a product specialist in the field of your item. The product specialist will ask you questions and troubleshoot the fault to determine if it can be fixed without being returned.

Step 2: Troubleshoot

- Check the manufacturer's product website for known issues.

- Check the item's instruction manual for a troubleshooting section.

- Check for visible marks which may suggest the item has been damaged.

- Where applicable, ensure you have the latest drivers & software downloaded for hardware.

- If an item works on a power supply or batteries, try using it on battery power only - the power supply itself may be at fault.

- Any attempt to open items to try and repair them yourself will void your warranty!

Step 3: File a Return

If you are unable to resolve the problem yourself, and you wish to return goods under the 14-day refund policy, 30-day exchange policy or 1-year limited warranty policy, then please contact us. A customer service representative will get back to you soon after you have submitted your returns request.

Step 4: Post-Claim

You will be given an RMA number which you should quote whenever contacting us about your item. Depending on the nature of the return, your item will be inspected in-house and, if necessary, sent back to the manufacturer or a company specialising in the repair of your product. Your item will be repaired or exchanged as they see fit if under warranty. We will contact you to let you know when your repair is ready, and organise for you to collect your item, or for us to deliver your item to you.*

If your item develops a fault within the first 14 days of purchase, we will do our best to exchange your item as soon as possible. Once your item is repaired we will send instructions on how to get your item returned to you. If your item is outside of its warranty period, charges for parts, labour and delivery will apply. We will advise you of any charges before going ahead with your repair.

For extra security please inform us once any return has been posted (tracking number, courier info).

Who covers the return shipping cost for returning items? 

This depends on the situation of the return. If the item you are returning has been damaged upon receiving it or develops a fault within the 1-Year warranty, we can cover the shipping costs. If you are returning for a refund/exchange, you will be reliable for the return shipping costs. 

Am I eligible for a refund?

We understand that circumstances may change or that a product may not meet your needs. Therefore, we offer a returns policy that allows you to request a refund within 14 days of purchase. If you are not satisfied with your purchase, simply contact our customer service team within this timeframe, and they will guide you through the return process. Please note that the item must be unused, in its original packaging, and in resalable condition to be eligible for a refund or exchange. Failure to meet the returning conditions may result in a up to 25% re-stocking fee. After our team provides you with the return shipping instructions, you must return the item/s to us within 7 days to be eligible for a refund. Any items returned after the 7 days will not be eligible for a refund. In such cases, the customer will be responsible for any shipping fees to return the product. We strive to process refunds promptly once the returned item has been received and inspected. However, please allow up to 14 days period for the refund to be reflected in your account. For more details on our returns policy or to initiate a return, please reach out to our customer service team.

What is the warranty on B-Stock/Demo items?

B-Stock or Demo/used items will vary on the warranty they have and this depends on the condition of the actual item. On the product page for the B-Stock/Demo item, the warranty will be stated. 

How long does a repair take?

Once you have returned an item for repair, we cannot determine a repair time. We may be able to provide you a rough ETA but this is not guaranteed. Every repair is different which means that our technical team will need time to review the issue. Some repairs may need more time than others so we can not guarantee an accurate time of fix. We will update you as much as we can during the time of your repair. 

I have equipment that I didn't buy from you, can you repair it?

Usually, we do not accept repairs on items that have not been purchased from us previously. We can source bits and pieces from multiple brands so if you need a single part, please contact us at info@cinegearpro.co.uk. 

Do I need to repackage the equipment back to the original box before returning?

If you are returning an item, we encourage you to repack the item in its original packaging with additional support so it does not get damaged in transit. If you fail to use the original packaging, it could result in a restocking fee on returns for refunds and exchanges. 

Can I return this in-person?

Yes, you may but please make sure that we are aware beforehand so we can expect you. You can do this by calling us on +44 020 7998 0905 or contact us at info@cinegearpro.co.uk. 

Can you book a collection for my return product?

Usually, customers will have to arrange the returns themselves. Only in special cases can we arrange collections. If you need help with a return, please contact us at info@cinegearpro.co.uk.

What should I do if the return period has expired?

If you fail to return the item for a refund within the return window, you will not be eligible for a refund. If you believe that you deserve a refund, please email us at info@cinegearpro.co.uk. 

Do you offer a trade-in program?

No, we do not offer a trade-in program. We can only offer exchanges within 30 days and the item has to be purchased from us beforehand. 

How I can check my repair progress?

Usually, we will update you throughout the repair progress but if you do have any concerns, please contact us at info@cinegearpro.co.uk and we can provide an update.