Returns and warranty

Returns Policy

Contact Citywide before returning an item so we can confirm the appropriate return, repair, replacement or warranty process.

Terms and Conditions

Good to know

Returns and warranty pathways

Product, consumable and warranty requests are checked against condition, supplier process, payment status and the right service path.

Contact us within 14 days of delivery. Approved items must be unused, complete, in resalable original packaging and accompanied by proof of purchase.
Special-order, clearance, opened consumable, licence, subscription and configured/customised items are not normally returnable for change of mind.
Approved change-of-mind returns may incur freight, supplier or restocking costs disclosed before acceptance.

If an item may be faulty, contact us promptly with the order details, serial number and a description of the fault.
Citywide may inspect or test the item and may coordinate with the manufacturer or supplier. The available remedy may be repair, replacement or refund depending on the circumstances and applicable law.
Damage caused by misuse, unauthorised modification, unsuitable environment or normal wear is not a product fault and may be chargeable.

This policy does not exclude rights that cannot lawfully be excluded under the Consumer Guarantees Act 1993 or Fair Trading Act 1986.
Where goods or services are acquired for business purposes, the Consumer Guarantees Act may be contracted out of where fair and reasonable.
Do not send items without return authorisation. Citywide will provide the return location and shipping instructions.