RETURNS
Cancellation
We accept order cancellations before the product is shipped or produced. If the order is canceled, you will get a full refund. We cannot cancel the order if the product is already shipped out.
Returns (if applicable)
We accept product returns. Customers have the right to apply for a free return within 20 days after receiving the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Once you receive a return label from our customer support team, please ship the product back within 14 days. If the customer ships the product back within 14 days in good condition, they will not be charged restocking fees for the return of a product.
Unfortunately, Ciays will not be covering replacement shipping costs from these locations:
Armed Forces– Americas
Armed Forces– Europe/Africa/Canada
Armed Forces– Pacific
Connecticut
Federated States of Micronesia
Maine
Massachusetts
New Hampshire
New Jersey
Puerto Rico
Rhode Island
Vermont
Virgin Islands
If the customer ships the product back 14 to 30 days after receiving the return label, or if the returned item is missing accessories or has sustained cosmetic damage, they will be charged a restocking fee (15% of the product’s original price). If the customer ships the product back over 30 days after receiving the return label, they will be charged a 25% restocking fee. The restocking fee can go up to 50% if the customer has purposely damaged the product.
If you received a free item or a gift with purchase, you can either return it with the package or keep it. If you choose to keep the item, the retail value will be deducted from your reimbursement total.
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. Your refund will then be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again, then contact your credit card company. It may take some time for your refund to be officially listed. Next, contact your bank. There is often some processing time before a refund is listed. If you’ve done all of this and you still have not received your refund, please contact us at service@ciays.com.