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Return Policy

We want you to enjoy your shopping experience at CitiWide Online. We understand you may have a few questions for us regarding your future purchase or the unlikely event of you needing to return it. Please have a look at our Return Policy below. If you feel that your questions are still not answered, you can email us at


The buyer has to inform us by e-mail ( or by phone (852) 37412192 within 7 days of delivery to be eligible for return. A returned item must be a

• A faulty good on arrival.

• A damaged good on arrival.

• An incorrect good.

We aim to replace or repair faulty products if they are deemed to be faulty on arrival. We must be notified within 7 days of receiving your delivery. However, the product must be in 'as new' condition complete with original box, packing and accessories. Proof of purchase must also be provided. If we are unable to detect a fault, it may be necessary for us to return the goods to the manufacturer for confirmation before we are able to supply a replacement. Any costs incurred for returning the goods lies with the customer if there is no malfunction of your item. Please check your item clearly and read the instruction carefully and completely before sending it back to us.

Please follow the steps below to return your product:

• E-mail to within 7 days of receiving your delivery and state the reason of return.

• Citiwide will then send a confirmation back to the buyer to acknowledge the request of return.

• Fill out this returning form. The buyer must then use insured post to return the item along with the returning form.

• We will email the confirmation of receipt to you.

• We will email you the result of assessment.

Any costs incurred for returning the goods lies with the customer and we will not accept responsibility for the goods until delivered and signed for. We therefore strongly advise you to use a recorded and insured method of carriage. We only pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

We will not exchange the item if:

• The product has been opened or tampered with. Under these circumstances we will make an appropriate offer as they will be deemed second-hand.

• The product was specially ordered for you.

• The products was a gift

If you return an order that was placed using a promotional certificate or discount, you will not be refunded for the amount of the promotional offer, as these discounts were deducted from the original purchase amount.

Our Shipping Policy

We currently offer three shipping options* as below:

Delvery Time Trackable


For shipping of primary equipment, only world class courier (ie. UPS, Fedex, EMS etc.) service will be employed for delivery.

Airmail / Registered Airmail

- Orders of Airmail / Registered Airmail usually take 7-14 working days after order confirmation has been received.

Express Courier

- Orders of Express Couriers (FedEx, DHL, UPS or EMS) are dispatched within 2 working days of receiving your payment and are usually delivered within 2-5 working days.

- We reserve the right to pick which world-class courier to use.

- Note: We will absolutely NOT ship to a PO box if you are buying a primary equipment. All primary equipment are shipped by couriers and REQUIRE you to sign for receiving delivery. If your Paypal account currently has a PO box listed, please CHANGE it BEFORE you pay for the item.

Terms & Conditions

- No deliveries will be made on weekends and public holidays. Any deliveries scheduled to arrive on weekend / public holidays will be delivered the next working day.

- Our office is closed on Sunday & public holidays. Therefore, orders placed on weekend / public holidays will be dispatched the next working day.


Postage Primary Equipment Price

Primary Equipment Price

Primary equipment includes digital cameras, digital camcorders. DSLR bodies, lenses, flashes, professional camcorders. For shipping of primary equipment, only world class courier (ie. UPS, Fedex, EMS etc.) service will be employed for delivery. We reserve the right to change postage fees when necessary. We reserve the right to hold on to deliveries until the proper postage is paid.

Accessories Price

Accessories' shipping prices are based on weight. For a qoute on the price, please add the item to your Shopping Cart and click Checkout. The shipping options and and price will be displayed. They are Airmail, registered Airmail, and Express Airmail.

Airmail & Registered Airmail

If you are having trouble figuring out the shipping price of a particular item, please add the item to your shopping cart and click check-out. The shipping price will be displayed. You will NOT be charged unless you complete the payment information and confirmation. If you are still having problems, feel free to contact us by clicking the link on the top of the page.

For non-Australia / non-New Zealand Customers:

Postage listed on our website is based on standard delivery to Australia/New Zealand. Please contact us for a quote before payment if you are a NOT buyer from these two countries. Citiwide reserves the rights to ask buyers to pay extra postage if that is the case.

*Tax agreement letter is Require for New Zealand Customers.

We could not guarantee the percentage of import charge. Tax depend on luck and we are NOT responsible for any import duty and penalty of undervalue.

We will try our best to assist you to minimize/avoid custom charge in some ways. For example, the minimum value we could declare is 130 USD. We also could mark the item as gifts to reduce the possibility of import charge after the buyer requested.

Shipping Insurance:

Shipping insurance is optional (some might be compulsory) and the rate is different according to the value of the item. We highly recommend the purchase of shipping insurance, especially if your item is of higher value or if you have a PO BOX address. The current rate of optional insurance is due to the brand of products.

In the rare case of your item being lost or damaged during delivery, uninsured parcel cannot be claimed for a return/refund. Insured parcel will receive a replacement item. In case the item is no longer available, a refund will be given. In the extremely unlikely event that not all the components of a kit are received by you, you must let us know within 7 days of signing for receipt. We cannot accept claims after that time. If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Destination to Ship

We ship worldwide except to Channel Island / Isle of Man / Indonesia / Malaysia / Philippine / Lithuania / Ukraine / Eastern Europe / Vietnam / Yugoslavia / Azerbaijan / India / Israel / China / Denmark / Germany / Portugal / Nigeria / South America.

We could ship the item to your work address. However the shipping address should be as same as the billing address. Otherwise we have the right to delay the shipment to confirm the payment. The delay usually takes 5-7 working days.

If you have any enquiries about the status of your order, please contact our shipping department at

Late Delivery

We will do our best to achieve the delivery time for the method of delivery that you choose. However, delivery is performed by third parties and so we are not responsible for late deliveries due to any reason, such as traffic conditions, adverse weather, custom inspection, etc.

If you did not receive your product(s) within the delivery time we expected, please contact us as soon as possible and we will investigate your case with the postal administrations. When contacting us, please provide your order number.