Return and Exchange Policy

If you have a change of mind within seven (7) days from the date of delivery, you can always return the item to us and obtain a refund excluding delivery fee through the same mode of payment as the original payment method.

In order for us to accept your return and process your refund, please ensure that the item meets the following criteria:

• The item has to be unused and unopened;
• The item has to reach us within seven (7) days from date of delivery; and
• The item has to be returned with the original receipt and in its original packaging box, together with the warranty card, product tags and instruction manuals intact. We reserve the right not to provide any refund if the above criteria are not met. We also do not provide refunds for items that were on clearance and/or on offer.

To process your refund, please email us at email@cathayphoto.com.sg with the following format for us:

Subject: Refund request (Your order number) 
Order number: 
Name: 
Contact number: 
Reason for return: 
Retail store for return: Peninsula Plaza

After we have acknowledged your refund request, you must return the item at your preferred retail store. The returned item will be inspected by our staff and if the above criteria are met to our satisfaction, the amount (less administrative charges, where applicable) will be refunded to you within five (5) working days through the same mode of payment as the original payment method.

If you had paid via bank transfer or PayNow, please note that we will only remit refunds to the same local bank account and the name of the bank account holder must match the payor’s name/information. Please also note that we only remit refunds domestically and cannot remit refunds outside of Singapore.

If you had paid via Stripe, our preferred online payment platform, please note that Stripe charges an administrative fee of 3.4% + S$0.50 for every successful card charge, and in cases of refunds to customers, Stripe does not return this fee. You can read about this here.

Our 7-Day Return Policy does not apply to:

• Consumables, including but not limited to, films, ink cartridges, print media and background papers;
• DJI products. All returns, refunds, replacements and warranty repairs of DJI products are subject to the terms and conditions in their After-Sales Service Policies. We shall not be held responsible or liable for any decision made by DJI, which is in their sole and absolute discretion. Please approach DJI’s online support for your request to be evaluated. After obtaining their approval, you may contact us or DJI directly to proceed with the return, refund, replacement or warranty repair (as the case may be); and
• Pre-order and/or indent items.

If you have a change of mind over the choice of colour or model that you have chosen, we offer in-store exchange within seven (7) days from the date of delivery subject to stock availability.

In order for us to accept the exchange, please ensure that the purchased item (“the first item”) meets the following criteria:

• Item has to be unused and unopened;
• Item has to be returned within seven (7) days from date of delivery; and
• Item has to be returned with the original receipt and in its original packaging box, together with the warranty card, product tags and instruction manuals intact.

In addition, the new item to be exchanged (“the second item”) must always be of equal or higher value than the first item.

If the above criteria are met, please email us at email@cathayphoto.com.sg with the following format for us to process your exchange:

Subject: Exchange request (Your order number)
Order number:
Name:
Contact number:
Item to be exchanged with:
Retail store for return: Peninsula Plaza

After we have acknowledged your exchange request, please proceed to our Peninsula Plaza retail store to exchange your item. Exchange can only be made in our Peninsula Plaza retail stores. Please note the exchange will not be accepted if our staff finds the first item does not meet the above criteria to our satisfaction.

Our Exchange Policy does not apply to:

• Consumables, including but not limited to, films, ink cartridges, print media and background papers;
• DJI products. All returns, refunds, replacements and warranty repairs of DJI products are subject to the terms and conditions in their After-Sales Service Policies. We shall not be held responsible or liable for any decision made by DJI, which is in their sole and absolute discretion. Please approach DJI’s online support for your request to be evaluated. After obtaining their approval, you may contact us or DJI directly to proceed with the return, refund, replacement or warranty repair (as the case may be); and
• Pre-order and/or indent items.

In the unlikely event that you have received a damaged or defective item, we will replace the damaged or defective item with a new item for you, subject to availability of stock.

For local brands, you will need to inform us within seven (7) days from the date of delivery, otherwise, you will have to contact the authorized service centres directly.

Please email us at email@cathayphoto.com.sg with the following format for us to process your replacement:

Subject: Defect: (Your order number)
Order number:
Name:
Contact number:
Defect: (Please provide us with details and images of the defect)

Our staff will review your email on the damaged or defective item and respond within three (3) working days. We will contact you by telephone or email to arrange the delivery of the replacement item.

If we no longer have stock available, we reserve the right to provide you with an item of the similar price range, failing which, we will refund you through the same mode of payment as the original payment method.

Our policy does not apply to:

• Consumables, including but not limited to, films, ink cartridges, print media and background papers;
• DJI products. All returns, refunds, replacements and warranty repairs of DJI products are subject to the terms and conditions in their After-Sales Service Policies. We shall not be held responsible or liable for any decision made by DJI, which is in their sole and absolute discretion. Please approach DJI’s online support for your request to be evaluated. After obtaining their approval, you may contact us or DJI directly to proceed with the return, refund, replacement or warranty repair (as the case may be).