For Photographers - By Photographers

Help & FAQs

1. How can I place my order with you?

2. What payment methods do you accept?

3. Can I have my order delivered?

4. How much does shipping cost?

5. Can I pick up from your store?

6. What’s your returns policy?

7. Does a camera I purchase from you come with a genuine Australian warranty?

8. Can I extend my warranty?

9. Can I buy duty free goods from you?

10. Why are your prices so low?

11. Do you price match?

12. What’s the difference between Australian stock and grey market products? 

13. What are ‘white box’ or ‘plain box’ lenses?

14. Is that the best price you can do?

15. I have some questions about choosing the right gear. Can you help me?

16. My camera is not working. What should I do?


1. How can I place my order with you?

You can either place your order online or give us a call on 1300 431 431 and we’d be happy to assist you with any questions over the phone. For face-to-face advice and product demos you can also visit one of our two Brisbane showrooms, where you can browse our large range of professional photographic equipment.

 

2. What payment methods do you accept?

CameraPro accepts all the major payment methods including cash, bank transfer, EFTPOS (Visa, MasterCard and American Express) and PayPal, as well as Zip Money. Please note that all prices on our website are quoted based on payment via cash, bank transfer or EFTPOS debit card.

A 2% surcharge applies to PayPal payments made online, over the phone or in store.

A 0.75% surcharge applies to credit card payments made online, over the phone or in store.

All credit card and PayPal payments made online or over the phone are subject to a verification process before your order can be dispatched. CameraPro will contact you via email after we have received your order to complete this process.

 

3. Can I have my order delivered?

Yes, we deliver all around Australia.

Please note that due to the high value nature of the parcels we deliver, we send all parcels as signature on delivery and prefer to send to a residential or business address rather than a PO Box. 

Read more about our delivery options and timeframes.

 

4. How much does shipping cost?

We offer $10 flat rate priority shipping Australia-wide for all online orders. Orders are priority shipped with signature on delivery, tracking and insurance. 

 

5. Can I pick up from your store?

Yes, you can collect your order from either of our two stores in Brisbane:

  • Newstead Showroom: 232 Arthur Street, Newstead, QLD 4006
    (Phone: 1300 431 431)
  • Brisbane CBD Showroom: Level 1, 180 Queen Street, Brisbane, QLD 4000 (located inside the historic National Australia Bank Building)
    (Phone: 1300 431 431)
Read more about our store locations.

 

6. What’s your returns policy?

Below is a summary of our returns policy. You can find our full returns policy here

DOA

We offer a 14-day DOA replacement period (subject to assessment of the goods and confirmation from the supplier/manufacturer).

Change of mind

Generally we do not offer refunds for change for mind returns and we encourage you to consult our staff for advice before making a purchase. Certain products may be returned for store credit (a restocking fee of up to 25% may apply). Please consult one of our staff at the time of purchase should you have any questions about this.

Gifts

It can be difficult to purchase photography gear for others when you consider the many variables. We want to make the process is as pain-free as possible for you, so if you're purchasing a gift for someone, let us know ahead of time and we can pre-authorise a return should you purchase the wrong item. (Pre-authorisation is offered on a case-by-case basis and is subject to approval, and terms and conditions apply.) We also have gift cards available for purchase. 

Your rights

Your purchase of Goods will be subject to certain laws including, without limitation, the Australian Consumer Law. The Australian Consumer Law provides you with certain rights that cannot be excluded, including that the Goods must be of acceptable quality, reasonably fit for the purpose that CameraPro represents they will be fit for and that the Goods will correspond with any description. Nothing in these Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified.

Warranty

All the products we sell come with a minimum 12 month Australian warranty. Specific hardware warranty periods can be found here

Returns process

To initiate the return process, please call us on 1300 431 431.

 

7. Does a camera I purchase from you come with a genuine Australian warranty?

Yes, all the products we carry come with a genuine Australian manufacturer's warranty. This gives you the peace of mind in knowing that you have full local cover for technical support, firmware upgrades and repairs for a minimum of 12 months. (Specific hardware warranty periods can be found here.)

 

8. Can I extend my warranty?

Currently we do not offer extended warranty. 

 

9. Can I buy duty free goods from you?

All quoted prices include GST. Under the Tourist Refund Scheme (TRS) Australian residents and visitors may be eligible to claim back the GST on goods purchased within 60 days of leaving the country. 

Read more about the Tourist Refund Scheme.

 

10. Why are your prices so low?

CameraPro started as a purely online store for professional photographers. We pride ourselves on offering the most competitive pricing possible by keeping our margin and overheads low throughout the business. We’ve always aimed to provide the best pricing in the marketplace on genuine products, while providing the best possible customer service for both enthusiast photographers and working professionals. When you’re shopping with us, you know you’ll be in good hands.

 

11. Do you price match?

If you have any price match enquiries, please contact us on 1300 431 431 or send us an email.

Price matches are considered on a case-by-case basis. We do not price match grey market stock.

 

12. What’s the difference between Australian stock and grey market products? 

What is Australian stock?

CameraPro carries exclusively Australian stock, which means that all our products are sourced from the authorised distributor or manufacturer in Australia. For you, this means peace of mind knowing that you are fully covered by the manufacturer in Australia, as well as the Australian Consumer Law should any issues arise with your purchase. 

All in-stock items are held in our warehouse in Brisbane, which means incredibly fast delivery for customers Australia-wide!

Australian stock also means entitlement to all manufacturer rebates/cashbacks, and for eligible working professionals it means full support from Canon CPS and Nikon NPS within Australia. CPS and NPS include priority service and in some cases free loan of equipment while your gear is under service. 

Finally, Australian stock means full eligibility for the Tourist Refund Scheme (TRS), as well as the ability to claim GST for eligible businesses. For eligible customers this means a claim back of the 10% GST paid on purchase, which is a significant saving on cost.  


What is a grey market product?

A grey market product is any product that is not imported or exported through the official distribution channel. It is not illegal to sell or purchase grey market products; however, you do need to be aware of the risks associated with buying these items. 

Warranty

Many grey market resellers advertise a "local warranty" on their products. It’s important to make a clear distinction between “local warranty” and “genuine manufacturer's warranty” with the latter being exclusively available through official Australian stockists such as CameraPro. In the case of the former, the warranty is only supported by the grey market reseller themselves and in many situations the repair process involves your item being sent overseas to be repaired and then sent back resulting in long turnaround times and increased chances of damage, loss and other complications. Conversely, repairs on Australian stock items (with a genuine manufacturer's warranty) are repaired in Australia only by authorised repairers of that particular product, ensuring that the repair is performed correctly and quickly.

There’s a good chance you’re breaking the law without knowing

A vast majority of grey market resellers hold their inventory overseas. When placing an order with them, you’re listed as the importer of the product and are liable for any GST or fines that apply to it. For items with a value greater than $1000, you’re obliged to pay GST and customs duty. Some grey market sellers may advertise “No GST Guarantee” which simply means they mark your product as a gift valued under $1000, which is illegal. Australian Customs does frequently check imported items, and as the listed importer you will potentially be liable for any fines and/or penalties associated with breaking this law.

Hidden fees

Many grey market resellers charge higher shipping fees. In addition to the above, you’re obliged to pay 10% GST and 5% customs duty on certain items valued at greater than $1000. More information on these fees can be found here.

No protection 

Because grey market resellers are, in most cases, overseas businesses that you’re purchasing from, they’re not bound by the Australian Consumer Law. In such cases they’re not legally obliged to honour an advertised warranty, supply products in new condition or supply them at all. As a result, there have been many cases of unlucky consumers being caught out: receiving used or refurbished products, receiving a product with parts missing, or never receiving a purchased item at all. In these situations, the consumers have no one to appeal to (such as the ACCC) as such entities are powerless outside the borders of Australia.

Other risks 

We have heard of numerous cases of customers who have bought products and, upon contacting the Australian distributor, found that the serial number is not a genuine serial number, either within Australia or overseas. There have been documented cases of Nikon DSLR camera bodies being supplied with the serial number for a lens, as well as cases in which serial numbers on item packaging didn’t match that of the camera/lens inside. In the case of an insurance claim for loss or damage this will often mean a risk of the insurer rejecting the claim due to serial number issues. 

 

13. What are ‘white box’ or ‘plain box’ lenses?

Sometimes new camera-and-lens kits are separated and sold as individual items. Lenses separated from such kits are known as ‘white box’ or ‘plain box’ lenses. They are brand new stock with all standard manufacturer inclusions (e.g. lens caps) and full Australian manufacturer warranty coverage. They just don’t include their original packaging.

 

14. Is that the best price you can do?

Generally our web price is our best price as we actively monitor our competitors to maintain competitive pricing.

If you would like to purchase commercial quantities, please call or email us and we will be happy to do up comparison quotes for you.

 

15. I have some questions about choosing the right gear. Can you help me?

That’s what we’re here for! Give us a call on 1300 431 431 or email us via our contact form and our staff will be happy to assist you with any questions you may have, be it finding your first DSLR to setting up a studio, or even helping you to choose the perfect gift for your family and friends!

 

16. My camera is not working. What should I do?

Having many moving parts and complex electronics, camera equipment is unfortunately prone to the occasional breakdown. If there is any issue with gear you’ve purchased from us, we’ve got you covered. Just give us a call on 1300 431 431 and ask to speak to our service department and we will assist you through the repair process.