Refund policy

You have 30 days from the date your order is delivered to request a return.

How to Start a Return

Email support@theprovideo.com with your order number, the item you wish to return, and the reason for the return.

If your return is eligible, we will send you return instructions and the correct return address. Products returned to an unauthorized address or sent without first contacting us may not be accepted or may experience processing delays.

Unused Items: Full Refund

Items returned unused, in their original condition, with all included parts and original packaging, are eligible for a full refund of the amount paid for the product.

The customer is responsible for return shipping. Original shipping charges are non-refundable unless the product was defective, damaged during shipping, or incorrect.

Used Items: Partial Refund

If an item has been used but remains suitable for resale, we may offer a partial refund of up to 60% of the amount paid for the product. The final refund amount will be determined after inspection and will depend on the product’s condition.

Products with scratches, damaged threads, missing parts, altered components, excessive wear, or missing packaging may receive a lower refund or may be declined.

This section does not limit any rights provided under applicable consumer protection laws.

Defective, Damaged, or Incorrect Items

Please inspect your order after delivery and contact us as soon as possible if the product is defective, damaged during shipping, or if you received the wrong item.

For approved claims, we will provide a free replacement or full refund and cover the reasonable cost of return shipping.

Please include your order number and clear photos or videos showing the issue when contacting us. Defect coverage is also subject to our Warranty & Safety Policy.

Products Damaged by Misuse

We cannot provide a refund or replacement for damage caused by:

  • Misuse or improper installation

  • Over-tightening screws, clamps, knobs, or threaded connections

  • Exceeding published payload, speed, or operating limits

  • Unauthorized modifications

  • Failure to use required safety equipment

  • Use outside the product’s intended purpose

  • Failure to follow product instructions or safety warnings

This exclusion applies only when the damage was caused by the customer’s use and does not limit any rights provided under applicable consumer protection laws.

Non-Returnable Items

The following products are generally non-returnable:

  • Custom or personalized products

  • Gift cards

  • Downloaded or accessed digital products, including Sound FX, LUTs, presets, and other digital assets

For European Union and United Kingdom customers, digital products become non-returnable after delivery or downloading begins only when the customer has expressly consented to immediate delivery and acknowledged that the applicable cancellation right will be lost.

Non-returnable items may still qualify for a remedy if they are defective, damaged, or not as described, where required by law.

Sale Items

Sale and discounted items follow the same return conditions described in this policy unless the product is clearly marked as final sale before purchase. Final-sale restrictions do not apply to defective, damaged, or incorrect products or where prohibited by law.

Pre-Orders

Pre-orders may be canceled for a full refund at any time before shipment.

Once a pre-order has shipped, our standard 30-day return policy applies.

If we cannot ship your order by the date originally provided, we will notify you and give you the option to accept the revised shipping date or cancel the unshipped order for a full refund.

Return Shipping

Unless the product is defective, damaged during shipping, or incorrect, the customer is responsible for return shipping costs.

We recommend using a trackable and insured shipping service. The Pro Video is not responsible for returned products that are lost or damaged during return shipping.

Refunds

We will notify you after your return has been received and inspected.

If approved, the refund will be issued to the original payment method within 10 business days. Your bank, credit card company, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund, please contact support@theprovideo.com.

European Union Customers

If you are a European Union consumer and applicable EU consumer law applies to your purchase, you generally have the right to cancel an eligible online purchase within 14 days after delivery without providing a reason.

After notifying us of your decision to cancel, the product must generally be returned within 14 days.

We will refund the amount paid for the product and the cost of standard outbound delivery. If you selected a more expensive delivery method, the additional shipping cost is not refundable.

The customer is responsible for return shipping unless the product is defective, damaged, incorrect, or we failed to disclose this responsibility before purchase.

You may inspect the product as you would in a physical store. We may reduce the refund if handling beyond what is reasonably necessary to inspect the product causes diminished value.

EU consumers also have statutory rights when products are defective, not as described, or do not function as advertised, including a minimum two-year legal conformity guarantee. These rights are separate from this voluntary return policy.

United Kingdom Customers

If you are a United Kingdom consumer and applicable UK consumer law applies to your purchase, you generally have the right to cancel an eligible online purchase within 14 days after delivery without providing a reason.

After notifying us of your decision to cancel, the product must generally be returned within 14 days.

We will refund the amount paid for the product and the cost of standard outbound delivery. If you selected a more expensive delivery method, the additional shipping cost is not refundable.

The customer is responsible for return shipping unless the product is defective, damaged, incorrect, or we failed to disclose this responsibility before purchase.

You may inspect the product as you would in a physical store. We may reduce the refund if the product has been handled beyond what is reasonably necessary to inspect it.

These terms do not limit any statutory rights available under UK consumer law.

Additional Information

We reserve the right to refuse returns that do not meet the conditions described in this policy, except where acceptance is required by applicable law.

Nothing in this policy limits any rights available to customers under applicable consumer protection laws.

Contact Us

The Pro Video Inc.
Irvine, California, United States
support@theprovideo.com
+1 (408) 312-1188