Refund and Returns Policy

1. General Policy

At SHUTTER HOUSE SDN. BHD., we are committed to providing high-quality cameras, lenses, tripods, accessories, and related photography gear that meet professional standards. Due to the nature of our products—which often involve delicate optics, precision electronics, and sensitive components—returns and refunds are handled strictly on a case-by-case basis, and only for defective, incorrect, or damaged items upon delivery.

2. Eligibility for Returns

A return will only be considered if all the following conditions are met:

  • The item is unused, uninstalled, and in its original packaging with all accessories, manuals, warranty cards, and tags intact.
  • The product is found to be defective upon delivery.
  • The wrong item, model, or variation was delivered due to our error.
  • Notification is made within 48 hours of delivery or purchase date.

3. Non-Returnable Items

For hygiene, quality, and technical reasons, the following items are strictly non-returnable and non-refundable:

  • Cameras, lenses, or accessories that have been used, tested, or installed.
  • Products showing signs of wear, tampering, or misuse.
  • Memory cards, batteries, and other consumable items once opened or used.
  • Any product returned without a valid proof of purchase or original receipt.
  • Items damaged due to improper handling, storage, or use after delivery.

4. Return Process

To initiate a return request, you must contact us within 48 hours of receiving your order and provide:

  1. Your full name and invoice/order number.
  2. Clear photos or videos showing the product’s condition and packaging.
  3. A description of the issue or defect.

Once your return request is approved:

  • Items must be shipped back within 3 business days using a trackable delivery method.
  • Return shipping costs are the buyer’s responsibility unless stated otherwise.

5. Inspection and Approval

Upon receiving the returned goods, our technical team will inspect them within 3–5 business days. Based on our findings, we may:

  • Approve a full or partial refund.
  • Offer store credit for future purchases.
  • Arrange a replacement or delivery of the correct items.

Refunds (if applicable) will be processed via bank transfer or the original payment method.

6. Defective or Damaged Items

If your order arrives damaged, incorrect, or incomplete:

  • Contact us within 48 hours of delivery.
  • Provide your order number, supporting photos/videos, and a description of the issue.

After verification, we may:

  • Resend missing or correct items.
  • Replace damaged goods where applicable.
  • Issue a credit note or refund.

We are not responsible for damage caused by improper use, impact, or environmental exposure after delivery.

7. Warranty Claims

Certain products (e.g., branded cameras, lenses, or accessories) may carry manufacturer warranties. For such items:

  • Contact us with proof of purchase.
  • We will assist in facilitating the warranty claim process.
  • Processing time and coverage will depend on the manufacturer’s terms.

8. Exchanges

We do not offer direct exchanges. If a product is incorrect or defective, please follow the return process. You may place a new order for the required item.

9. Contact Us

If you have questions regarding a return, damaged delivery, or warranty:
📧 Email: shutter.house@outlook.com
📞 Phone: 017-545 6392
🏢 Address: LEVEL 9, INTEGRA TOWER, 348, JALAN TUN RAZAK, KAMPUNG DATUK KERAMAT, 50400 KUALA LUMPUR, W.P. KUALA LUMPUR