If you’re thinking about buying a camera or gear from KEH Camera, understanding their return policy is a smart first step. The KEH camera return policy is designed to give you confidence, but knowing the details helps ensure a smooth experience. It’s one of the reasons many photographers trust this used gear retailer. This guide will walk you through everything you need to know, from time limits to condition requirements, so you can shop with peace of mind.
KEH Camera Return Policy
At its core, the KEH return policy is a 180-day window for most items. That’s a generous six months to test your equipment. However, this policy comes with specific conditions that protect both you and the company. It’s not a no-questions-asked policy, but it is straightforward if you follow the rules.
The key is that items must be returned in the same condition they were received. This means all original packaging, accessories, and documentation should be included. Any signs of additional wear or damage can result in a restocking fee or a denied return. Let’s break down the critical parts.
What Items Are Eligible for Return?
Most items you buy from KEH are eligible. This includes cameras, lenses, flashes, and accessories. They stand by their grading system, so if you feel the item doesn’t match the grade you ordered, you have a solid case for a return.
Here’s a quick list of what typically can be returned:
- Digital cameras and lenses
- Film cameras and lenses
- Tripods and lighting equipment
- Bags and accessories
- Vintage and collectible gear
What Items Are Non-Returnable?
There are some important exceptions. These items are generally marked as “final sale” on the product page. Always double-check before you buy.
- Software and digital downloads
- Opened memory cards or storage media
- Some specially ordered or clearance items
- Gift cards (these are non-refundable)
The 180-Day Return Window Explained
Six months is a long time in the world of retail returns. This window gives you ample opportunity to truly use the gear. You can test it on multiple shoots, in different seasons, and ensure it’s a perfect fit for your needs.
The clock starts ticking from the day the item is delivered. It’s a good idea to mark this date on your calendar. While 180 days is the standard, initiating the return process close to the deadline is not recommended. Give yourself a buffer for shipping and processing.
How the Condition Grading Affects Returns
KEH is famous for its conservative grading. An “Excellent” item from them often looks like “Like New” elsewhere. The return policy is tied directly to this grading. When you initiate a return, their inspectors will check if the item is still in the same grade.
If you return a lens you bought in “Excellent” condition, it must still meet that standard. New scratches, dents, or missing parts will be a problem. This is why using the original box and padding for the return shipment is so crucial.
Step-by-Step Guide to Initiating a Return
Following the correct steps makes the process fast and easy. Here is what you need to do:
- Log into your KEH account on their website. Navigate to your order history.
- Find the order containing the item you wish to return and select “Return Item.”
- Choose a reason for the return from the dropdown menu. Being honest here helps them improve.
- Print the provided return authorization (RMA) label and packing slip. This RMA number is essential.
- Pack the item securely with all original items, including the box, caps, manuals, and cables.
- Affix the return label to the outside of the box. It’s wise to take a photo of the packed box and the label.
- Drop the package at the designated shipping carrier (usually UPS or FedEx). Get a drop-off receipt.
Understanding Restocking Fees and Refunds
If you return an item that is not in its original condition, KEH may apply a restocking fee. This fee can vary but is often around 15-20% of the purchase price. The goal is to cover the cost of re-evaluating and potentially re-grading the equipment.
To avoid any fees:
- Handle the gear with care during your trial period.
- Keep all the little parts—body caps, rear lens caps, straps, even the original paperwork.
- Use the original packaging for the return. If you no longer have it, use a high-quality box with ample padding.
Refunds are typically issued to the original payment method once the return is received and inspected. This process can take 5-10 business days after they get the package. You will recieve an email notification when the refund is processed.
Return Shipping Costs: Who Pays?
For returns that are due to an error on KEH’s part (like sending the wrong item or one that doesn’t match its grade), they will usually provide a prepaid return label. In cases where you simply changed your mind or ordered incorrectly, you are responsible for the return shipping costs.
Always insure the return package for its full value. This protects you if the shipment is lost or damaged in transit. The drop-off receipt from the carrier serves as your proof of shipment.
Exchanges vs. Refunds
KEH primarily handles returns for refunds. If you want a different item, the standard process is to return the original for a refund and then place a new order. This is often the fastest way, as it ensures you can secure the new item immediately without waiting for the return to be fully processed.
For direct exchanges, it’s best to contact their customer service team directly. They can sometimes facilitate this, especially if the exchange is for a similar item of equal or greater value. Their contact info is readily available on the website.
International Return Considerations
If you are ordering from outside the United States, the return process has additional layers. You are still subject to the same 180-day policy, but you are responsible for all international shipping costs, customs duties, and taxes on the return.
It can get expensive, so be very sure about your purchase. Contact KEH customer service before initiating an international return. They can provide specific instructions and documentation needed to clear customs without issues.
Tips for a Hassle-Free Return Experience
- Inspect gear immediately upon arrival. Don’t wait months to unbox it.
- Save all packaging materials until you are sure you’re keeping the item.
- Document everything. Take photos or video of the unboxing and the item’s condition.
- Act quickly if you find a problem. The sooner you start the return, the simpler it is.
- Communicate clearly. If you have questions, their customer service has a good reputation for being helpful.
What If Something Breaks During the Return Period?
The KEH return policy is for returns, not a warranty. If a genuine malfunction occurs, you should still contact them. They often have a separate warranty, especially on higher-grade items, or they may offer a repair service.
For items labeled “As-Is,” there is generally no return option at all. These are sold with known issues at a deep discount, intended for parts or repair projects. Always read the product description thoroughly before buying an “As-Is” piece of equipment.
How Their Policy Compares to Other Retailers
KEH’s 180-day policy is much more generous than typical used gear marketplaces (which often offer no return policy) and even many new retailers (which usually offer 30 days). B&H Photo, for example, typically has a 30-day return window for most items.
This extended period is a major advantage and reflects KEH’s confidence in their grading. It removes a lot of the risk associated with buying used gear online, where you can’t handle the item first.
Common Mistakes to Avoid
- Missing the deadline. Don’t assume you have “about six months.” Know the exact date.
- Forgetting parts. A missing front lens cap can trigger a restocking fee.
- Using poor packaging. A damaged return is your responsibility.
- Not getting an RMA number. Returns without authorization may be refused at the warehouse.
- Assuming the policy covers wear and tear from your use. It doesn’t.
Frequently Asked Questions (FAQ)
Q: Can I return a camera I bought from KEH?
A: Yes, absolutely. The KEH camera return policy allows returns of most cameras within 180 days, provided they are in the original condition.
Q: What is KEH’s return policy on used lenses?
A: Their return policy for used lenses is the same 180-day window. The lens must be returned with all original caps, hoods, and packaging to avoid fees.
Q: How long does a KEH return take to get my money back?
A: After they receive the item, inspection and refund processing usually takes 5 to 10 business days. The time for the refund to appear on your card statement depends on your bank.
Q: Is there a KEH restocking fee?
A: There can be. If returned items show additional wear, damage, or are missing parts, a restocking fee (often 15-20%) may be deducted from your refund.
Q: Does KEH accept returns on film cameras?
A: Yes, film cameras are covered under the standard return policy. They must be returned in the same condition, with all accessories.
Q: What if I lost the original box?
A: While it’s best to use the original box, you can use a suitable replacement. Just ensure the item is extremely well-protected. The lack of original box alone shouldn’t cause a fee, but missing internal accessories would.
Final Thoughts on Shopping with Confidence
The KEH camera return policy is a cornerstone of their customer service. It’s a clear, long-term guarantee that encourages photographers to try gear they might otherwise hesitate to buy. By understanding the simple rules—return in original condition within 180 days with all parts—you can take full advantage of this safety net.
Remember, the policy is there for your protection, but it’s not a substitute for careful handling. Treat the gear as if you might return it, keep everything together, and you’ll have a positive experience whether you keep the item or send it back. This approach makes KEH a reliable source for building your photography kit without the typical worries of the used market.