Refund policy

CineCiti Returns Policy

Effective Date: 5 July 2026

1. Our Commitment

At CineCiti, we are committed to supplying quality products and providing excellent customer service.

This Returns Policy explains your rights under the Australian Consumer Law (ACL) and CineCiti's policies regarding returns, exchanges, refunds and store credit.

Nothing in this Policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

2. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you may be entitled to choose a refund or replacement.

If a product has a minor failure, CineCiti may choose to repair or replace the product within a reasonable time.

Your statutory rights always prevail over this Policy where required by law.

3. Proof of Purchase

All returns, exchanges and warranty claims must be accompanied by satisfactory proof of purchase.

Acceptable proof includes:

  • Tax Invoice

  • Order Confirmation

  • Purchase Receipt

  • Other evidence reasonably accepted by CineCiti

4. Change of Mind Returns

CineCiti is not required under Australian Consumer Law to provide a refund or exchange where a customer changes their mind, orders the wrong product, no longer requires the item or finds the product unsuitable for their intended application.

However, at our sole discretion, CineCiti may approve a Change of Mind return where all of the following conditions are met:

  • the request is made within 14 days of receiving the goods;

  • proof of purchase is provided;

  • the product has not been used, installed or activated;

  • the product has not been registered with the manufacturer;

  • all accessories, manuals and packaging are included;

  • the original packaging is complete and undamaged;

  • any manufacturer security seals remain intact where applicable; and

  • the product is in a condition suitable for resale as new.

Approval of a Change of Mind return is entirely at the discretion of CineCiti.

Approval of one Change of Mind return does not create any obligation for CineCiti to approve future requests.

5. Store Credit for Approved Change of Mind Returns

Where CineCiti approves a Change of Mind return:

  • a reasonable restocking fee of up to 20% of the purchase price may be deducted;

  • the original shipping and handling charges are non-refundable;

  • the customer is responsible for all return freight costs;

  • the remaining balance will be issued as CineCiti Store Credit only;

  • no cash refund or refund to the original payment method will be provided.

Store Credit:

  • is valid for 36 months from the date of issue;

  • is non-transferable;

  • cannot be redeemed for cash;

  • may only be used for purchases from CineCiti.

This clause applies only to approved Change of Mind returns and does not affect any rights you may have under the Australian Consumer Law.

6. Products Not Eligible for Change of Mind Returns

Unless required by Australian Consumer Law, Change of Mind returns will generally not be accepted for:

  • Special Order products

  • Custom-built products

  • Products imported specifically for a customer

  • Clearance or End-of-Line products

  • Gift Cards

  • Software

  • Digital licences

  • Downloadable products

  • Opened batteries

  • Opened memory cards

  • Recording media

  • Hygiene-related products

  • Products showing signs of use

  • Products damaged after delivery

  • Products registered with the manufacturer

  • Products that cannot reasonably be resold as new

7. Special Orders

Special Order products are sourced specifically for an individual customer and are not normally held in stock.

Unless required by Australian Consumer Law:

  • Special Orders cannot be cancelled once confirmed;

  • deposits paid for Special Orders are non-refundable;

  • supplier cancellation charges may apply;

  • estimated delivery dates are indicative only.

Manufacturer production delays or shipping delays do not entitle the customer to cancel the order or claim compensation.

8. Order Cancellations

Customers may request cancellation of an order prior to dispatch.

Cancellation requests are assessed individually.

Where CineCiti agrees to cancel an order before dispatch, we may deduct any reasonable costs already incurred, including:

  • non-refundable payment processing fees;

  • supplier cancellation charges;

  • bank charges;

  • foreign exchange losses;

  • administration costs directly relating to the order.

Once goods have been dispatched, orders cannot be cancelled.

9. Return Shipping

Customers are responsible for arranging and paying for return shipping unless otherwise required under Australian Consumer Law.

Returned products should be packaged securely to prevent damage during transit.

We strongly recommend using a tracked and insured shipping service.

Risk of loss or damage during return transit remains with the customer until the goods have been received by CineCiti.

10. Inspection of Returned Goods

All returned products are inspected upon arrival.

If a returned product is found to be:

  • used;

  • incomplete;

  • damaged;

  • modified;

  • missing accessories;

  • missing packaging; or

  • unsuitable for resale,

CineCiti may:

  • refuse the return;

  • reduce the refund or Store Credit (where permitted by law) to reflect the reduction in value;

  • return the product to the customer at the customer's expense; or

  • charge reasonable inspection or repackaging costs.

11. Faulty Products

If you believe a product is faulty, please contact CineCiti before returning it.

Products may need to be assessed by:

  • CineCiti;

  • the manufacturer; or

  • an authorised repair centre.

Assessment will be carried out in accordance with the Australian Consumer Law.

Please do not return products without obtaining return instructions from CineCiti.

12. Products Found Not Faulty

If a returned product is found not to be faulty, or the issue results from:

  • incorrect installation;

  • incorrect configuration;

  • incompatible equipment;

  • customer misuse;

  • accidental damage;

  • unauthorised modification;

  • failure to follow operating instructions,

CineCiti may:

  • return the product to the customer;

  • charge a reasonable inspection or testing fee (where disclosed in advance);

  • charge return freight.

13. Professional Equipment

Many products sold by CineCiti are intended for professional photography, cinematography, broadcasting and live production.

Customers are responsible for ensuring products are suitable for their intended application and compatible with their existing equipment.

Professional products may require firmware updates, calibration, configuration or specialist knowledge.

Operational characteristics that are consistent with the manufacturer's published specifications do not constitute a product fault.

14. Warranty Exclusions

Unless otherwise required under Australian Consumer Law, warranty coverage does not extend to damage caused by:

  • accidental damage;

  • misuse or abuse;

  • water or liquid ingress;

  • impact damage;

  • unauthorised repair or modification;

  • improper storage or transportation;

  • failure to follow operating instructions;

  • normal wear and tear;

  • consumable components reaching the end of their normal service life.

15. Contact Us

If you require assistance with a return, exchange or warranty claim, please contact us before sending any product.

CineCiti
M & C Co Pty Ltd
Shop 2, 8–10 The Avenue
Hurstville NSW 2220
Australia

Phone: (02) 9420 4678

Email: support@cineciti.com.au