Return, change or cancel orders | Profoto (US)

Return, change or cancel orders

Cancel or change orders
We begin processing your order immediately after it has been placed. Therefore, it is not possible to cancel or change orders before delivery.

What happens if Profoto has to make changes to my order?
If changes need to be made to your order, Profoto will contact you. For example, changes can be made because an item is sold out, the wrong availability status was displayed on the website or the product was discontinued.

Partial delivery
We currently only deliver full orders. If one or more products in your order are not in stock, your entire order will be delivered when it is complete. You can look at the product page if it is in stock or not.

Returns
As a consumer, you have the right to cancel your purchase within 14 days of receiving your order. To get full refund on the items you ordered they need to be in NEW, UNOPENED condition.

If you want to return your items you need to contact us at returns.us@profoto.com
with the below information. Please be sure to send all of the information below for your return process to start. A return authorization is needed before shipping the products. Only packages with valid RMA numbers on the ourside of the package will be accepted. Others will be returned at the shippers expense.

  • Name
  • Address
  • City
  • State
  • Zip
  • Phone
  • Email
  • Order Number
  • Order Date
  • Product numbers with description
  • Reason for return

Shipper is responsible for return freight.

After sending in the information you will be advised by email of the shipping information. Once an RMA is issued, you have 10 days for the merchandise to arrive at Profoto.

If your product is damaged or broken, please use the link below for our sevice portal for special handleing instructions

 

Disclaimer
All products must be returned in NEW condition with all original packaging.

Any return not in new condition with all original package may be returned with credit issued or have the credit amount reduced.

Returns for non-working products need to be made through the service portal. More info on this is found here: https://profoto.com/us/support/faq/repair-service

For transport damage, you should refuse the shipment from the carrier. If you have already received and signed for the package, you will need to file a claim with the delivery service.

In case of defective or misdelivered products, Profoto will pay the shipping cost for the return.

 

Return process

Step 1
If you want to return your items you need to contact us at returns.us@profoto.com
with the following information. Please be sure to send all of the information below for your return process to start:

  • Name
  • Address
  • City
  • State
  • Zip
  • Phone
  • Email
  • Order Number
  • Order Date
  • Product numbers with description
  • Reason for return

Step 2
Wait for an RMA number to be sent

Step 3
Pack the products well in suitable packaging to avoid damage during the transport. Be sure to write the RMA number on the outside of the package as well as include a copy email within the package.  As the sender, you bear the risk of transport damage during the return.

Step 4

Return shipment to Profoto, 220 Park Ave, Florham Park, NJ  07932

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