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Returns, Exchanges & Warranty Information

All products (except for factory-direct specials) are covered by a no-question 30-day return/exchange policy.
A RA (return authorization) number is NOT required, but please follow the instructions below.
If you purchased the gear from one of our dealers, contact them first, as they still may want the merchandise returned to us.
Related Pages

Order Information

Shipping Rates (US)

Shipping Rates (Intl)

 

Returns
(no gear swap is needed)

Return the products in new condition, with prepaid, traceable postage and insurance to:
Kinesis Photo Gear
11874 E 18500 N
Mount Pleasant UT 84647
USA

1. Specify that this is a "return" (no gear is going to be swapped out)
2. Product hang tags (if available)
3. Your invoice number or a memo with with your name on the it on the inside of the package
4. A brief explanation for the return
We generally issue credit to your bank card within two workings days of receipt.

Shipping Costs for Returns If you are returning merchandise, a refund will be issued for the price of the product only -- we do not refund shipping charges.

Additional Reminders
• Be sure to empty all pouch pockets and please include all dividers or sliders (i.e. belts) that came with the product.
• Do NOT crush foam-lined products into a bag smaller than the product. The foam has memory. Credit cannot be issued for deformed products.
• The United States Postal Service (USPS) is the least expensive method for shipping items with that weight less than two pounds and usually costs less than $4. UPS or FedEx Ground is the least expensive method for items with a ship weight over 2 lbs. and costs about $6-$11. The Postal Service charges about twice as much as UPS for items with a ship weight over 5 lbs. or those packages with a higher insurance value. For merchandise exceeding $30-$40 in value, use an insured and traceable service.
• Be sure to keep your shipment/insurance receipts until credit is posted on your bank card. We cannot issue credit for merchandise which is lost by the shipper!

Exchanges
(you want to swap out for a different product)

Regular Exchange Return your unwanted products in new condition, with prepaid, traceable postage and insurance to our mailing address (this same address is found on all literature & tags). We will ship out the replacement gear within 1-2 working days after receipt of your package.

or

Preship Exchange If you wish to have us preship your replacement merchandise, we can do so, but your card will be charged for the outgoing shipment, then later credited when we receive the unneeded merchandise. (We keep addresses and credit card info on our offline database, so if nothing has changed since your last order, e-mail us with your requirements and your shipping preference, or place a new order online [UPS Ground is the default shipping method]).

Include with your returned merchandise the following:
1. Specify whether this is a "Regular Exchange" or "Preship Exchange."
2. Specify what gear you want in exchange
3. Product hang tags (if available)
4. Your invoice number or a memo with with your name on the it on the inside of the package
5. A brief explanation for the return

Shipping Costs for Exchanges You must pay inbound shipping to us. We will credit you for 1/2 the outgoing ground shipping charges.

Additional Reminders
• Be sure to empty all pouch pockets and please include all dividers or sliders (i.e. belts) that came with the product.
Do NOT crush products into a bag smaller than the product--the foam has memory and will stay that smashed. Credit cannot be issued for deformed products.
• The United States Postal Service (USPS) is the least expensive method for shipping items with that weight less than two pounds and usually costs less than $4 for 1st Class service. UPS or FedEx Ground is the least expensive method for items with a ship weight over 2 lbs. and costs about $6-$11. For merchandise exceeding $30-$40 in value, use an insured and traceable service.
Avoid DHL as they can't seem to find our rural address!
• Be sure to keep your shipment/insurance receipts until credit is posted on your bank card. We cannot issue credit for merchandise which is lost by the shipper!

Defective on Arrival
(merchandise was defective upon receipt)

Warranty Exchange Return the product with prepaid, traceable postage and insurance to our mailing address (this same address is found on all literature & tags). We can e-mail you a prepaid UPS label which you can attach to a box and drop it off at any UPS store. Please advise us if you want this service.

or

Warranty Preship Exchange If you are in more of a hurry and want us preship you new merchandise, we can do so, but your card will be charged for the outgoing shipment, then later credited when we finally receive the defective merchandise (please tell us if your address has changed).

Include with your returned merchandise the following:
1. A note specifying "Warranty Exchange. Please ship the following..." (specify want you want us to ship to you) or "Warranty Preship Exchange--new gear already shipped to me."
2. Product hang tags
3. Your invoice number or a memo with with your name on the it on the inside of the package
4. A brief explanation of the problem or place a piece of masking tape over the problem area of the product

Additional Reminders
• Be sure to empty all pouch pockets and please include all dividers or sliders (i.e. belts) that came with the product.
• Do NOT crush foam-lined products into a bag smaller than the product. The foam has memory. Credit cannot be issued for deformed products.
• The United States Postal Service (USPS) is the least expensive method for shipping items with that weight less than two pounds and usually costs less than $4. UPS or FedEx Ground is the least expensive method for items with a ship weight over 2 lbs. and costs about $6-$11. The Postal Service charges about twice as much as UPS for items with a ship weight over 5 lbs. or those packages with a higher insurance value. For merchandise exceeding $30-$40 in value, use an insured and traceable service.
• Be sure to keep your shipment/insurance receipts until credit is posted on your bank card. We cannot issue credit for merchandise which is lost by the shipper!

Repairs
(gear is worn out or was had a failure after use)

Please return the product with prepaid traceable postage to our mailing address (use insurance if valued more than $40 or so). Include a brief explanation for the return, along with your contact & return shipping information including your e-mail address. A return authorization (RA) number is not required.
We generally can make repairs in in a week or two and will return the item via UPS Ground. Please note that zipper failure is generally excluded from our warranty, but we can usually repair them for a nominal fee.

Additional Reminders
• Be sure to empty all pouch pockets and please include all dividers or sliders (i.e. belts) that came with the product.
• Do NOT crush foam-lined products into a bag smaller than the product. The foam has memory. Credit cannot be issued for deformed products.
• The United States Postal Service (USPS) is the least expensive method for shipping items with that weight less than two pounds and usually costs less than $4. UPS or FedEx Ground is the least expensive method for items with a ship weight over 2 lbs. and costs about $6-$11. The Postal Service charges about twice as much as UPS for items with a ship weight over 5 lbs. or those packages with a higher insurance value. For merchandise exceeding $30-$40 in value, use an insured and traceable service.
• Be sure to keep your shipment/insurance receipts until credit is posted on your bank card. We cannot issue credit for merchandise which is lost by the shipper!

Warranty Policy

Kinesis warrants its products against defects in materials and workmanship for two years. This warranty does not cover damage caused by negligence or improper care nor does it cover the natural breakdown of material which inevitably occurs with extended use including zipper and Velcro® wear. Upon return, if found to be defective, we will repair (most common) or replace it at our option. Our liability is limited to replacement of original Kinesis gear--compensation for damaged equipment is not implied.

If the product you purchased fails within two years of the purchase date, due to a manufacturing problem, please return the product with prepaid traceable postage and insurance to us, with a brief explanation for the return. We generally can have your repair made in a week or two. If you need it for a specific deadline or trip, please let us know and we will do our best to accommodate you. We will return the repaired or new replacement product (our option) to you via UPS Ground or USPS Mail.
Zipper failure due to wear and tear is NOT covered -- please treat your zipper accordingly. We normally will reapair products with zipper failure for a nominal fee ($8-12 including return shipping).
In the event your package arrived damaged or defective, read this section on returns.

 

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