Questions about returns and refunds

Q: Can I exchange or return an item?
A: If you are not satisfied with your purchase or received a faulty item, please review our simple return process below.

All products must be purchased from Fujifilm House of Photography and must include a verifiable order number and receipt/invoice.

Returns and/or exchanges are only possible for products damaged during shipping. If the product is damaged or unusable after 7 days of receipt, the company will not accept the return of the product under any circumstances.

If it is necessary to return your product, gift, or any other accessories that came with it, all such items must be in their original packaging and in their original condition.

Shipping and handling fees are non-refundable unless the item is returned for replacement due to damage during transit or defects upon opening, for which the Company is responsible.

In the event of a refund, the Company will only consider the value of the product on the date of sale (based on the price on the receipt).

Note: The company reserves the right to refuse any return or refund request in any case if you do not comply with the above requirements.

Q: How quickly can the company process your return request?
A: You should receive a response from us within 3 business days.

Q: How do I get my refund?
A: If the product is defective or damaged before it reaches you, Fujifilm will happily replace it with a new one without any additional shipping charges.
If you would like a refund, please contact us within 7 days of receiving the product to discuss the details of your refund, subject to our terms and conditions.
For shipments of incorrect color, style or model, as long as the product is still in its original packaging, the company will be happy to replace the product for you after the first incorrectly sent product has been returned to the company.

Q: What if I change my mind?
A: Please choose the product carefully because we do not have a refund policy for reasons such as change of mind or not matching the intended use.

Questions about shipping

Q: How much does shipping cost?
A: One of the shipping benefits for customers who order directly from Fujifilm House of Photography is that when you order 2,000 baht or more, we will ship the product for free (shipping only in Thailand).

Q: Do you ship internationally?
A: We only offer shipping services for customers within Thailand.

Q: How many days will it take for the product to be delivered?
A: If the product is in stock and you have paid in full, the product will be shipped within 3 business days. Orders placed on Saturdays and Sundays may take longer to arrive, as orders are only processed on business days.
During promotional periods, there may be a large number of orders, which will cause delivery to be delayed from normal. Delivery time may be extended to 5 business days.

Note: If payment is not completed, delivery may be delayed further as delivery will only occur for products for which payment has been completed.

Q: How will I receive notifications about shipments?
A: After the product has been shipped, you will receive a tracking number and order number sent to your registered email address for tracking.

Q: If I don't receive my product, what should I do?
A: Please contact us and provide us with the tracking number along with your order number.

Q: I ordered multiple items but only received some of them. Where are the items that I haven't received?
A: Please contact us and provide us with the tracking number along with your order number.

Q: Can I choose my delivery date?
A: Unfortunately, we are unable to deliver the product on the date and time you specified. Delivery is subject to the carrier's determination.

Q: If I have already placed an order but need it urgently, can we expedite the delivery?
A: We are not able to expedite delivery yet, but we will do our best to get your order to you within the timeframe stated.

Q: What should I do if the item arrives broken?
A: We understand the frustration of opening a package and finding it broken. Please refuse to accept the product from the delivery person immediately if you find the outer condition of the package is not neat or broken, and please contact us immediately.