Warranty & repair 12 months on second-hand.
If something does go wrong, we sort it out. This is how the warranty works.
Every camera we sell has been inspected and tested before it goes on sale. If something does go wrong, we put it right.
How long your warranty lasts
| What you buy | Warranty |
|---|---|
| Second-hand equipment | 12 months |
| New equipment | 24 months |
Some products carry a different period. If that is stated on the product page, that period applies.
You can extend the warranty by one or two years if you wish. You get that choice during checkout.
What the warranty covers
All mechanical and electrical faults that occur within the warranty period and were not caused by improper use.
The warranty covers defects that were already present at the time of sale, or that arose afterwards through no fault of yours. Defects we described up front - a scratch, a stiff dial - are not covered; you knew about those when you bought.
What the warranty does not cover
- Damage from drops, knocks, moisture or sand.
- Damage from improper use or lack of care.
- Repairs carried out by someone else.
- Normal wear and cosmetic ageing. What we count as such is explained on the product conditions page.
- Consumable parts such as flash tubes and separate lamps.
- Theft and loss.
Special cases
Shutter
The shutter mechanism is covered for 12 months, or up to 50% of the rated shutter life for that model - whichever comes first. See the shutter count page for an explanation and a worked example.
Batteries
A second-hand battery must reach at least 30% of its original capacity. Below that, the warranty applies.
Leica, Hasselblad and Pentax
With these brands, a defect can often only be fixed with a full service, known as a CLA. In that case we cover the costs that relate to fixing the defect itself. If the service also increases the camera's value - leaving it in better condition than when you bought it - we may ask a reasonable contribution towards that. Alternatively, by mutual agreement, we can cancel the purchase and refund what you paid.
How to make a warranty claim
1. Report it to us. Email klantenservice@camera-tweedehands.nl with your order number and a description of the problem. Do so within 14 days of the problem occurring, and within the warranty period.
2. Send the camera in. We will send you instructions. Shipping to us is at your expense; we charge no further costs and no excess.
3. We investigate. Within 30 days we let you know what we found and whether it is covered by the warranty.
4. We put it right. In this order:
- we repair the camera;
- if that is not possible, we offer a replacement;
- if that is not possible either, we refund you. You can then choose between a voucher and a bank transfer.
How long a repair takes
Expect four to eight weeks. That sounds long, but a proper repair of photographic equipment often needs parts that have to be ordered, and a specialist who takes the time to do it well.
If it takes longer than eight weeks, we contact the repairer to ask where things stand, and we keep you informed.
Some repairs we carry out ourselves; others we outsource to a specialised repairer. We have limited influence on an external partner's turnaround time. If it truly gets out of hand, we look for another solution together with you.
A loan camera during the repair is not included as standard. If you chose a paid replacement device at checkout, that naturally does apply.
Who decides whether something is covered
For a repair we outsource, the repairer's judgement is decisive. They establish what is wrong, whether it is a manufacturing fault or wear, and whether there is external damage - a drop, moisture, sand.
We follow that judgement. Not to get out of a claim, but because the repairer opens up the camera and sees what we cannot judge from the outside. Their conclusion is as binding for us as it is for you.
If that examination shows the damage is not covered by the warranty, we let you know, share the findings, and discuss what a repair would cost.
When a repair is not worth it
With older equipment, a repair sometimes costs more than the camera is still worth. That happens mostly with equipment that is several years old.
In that case we apply depreciation of 20% per year, with a floor of 20% of the original purchase price after five years. If the market value is higher, the market value applies.
If the repair costs exceed that value, we offer you one of these solutions:
- a replacement camera of comparable value;
- compensation equal to the residual value or the market value, whichever is higher;
- a partial contribution towards the repair costs.
Repairs outside warranty
Even if your warranty has expired, or the camera was not bought from us, we can often help. Get in touch with a description of the problem and we will let you know what is possible and roughly what it will cost.
Your legal rights
Everything above comes on top of your legal rights and does not limit them. You are always entitled to a product that does what you may reasonably expect of it - even after our warranty period has ended.