Refund
What is the refund policy?
35 days return policy
After received your goods, we will implement the 35 days return policy as long as the item is not used and kept in the original packaging, you can return the item within 35 days after received it.
Please note that the buyer will be responsible for the return shipping fee.
After 35 days, we will not provide a refund under any circumstances.If you are not satisfied for any reason, please contact us via support@citrotoys.com. Letus know that we want to ensure that your buying experience remains original.
Product damage
If there are any problems, we will refund or replace any damaged product. Please contact us within 35 days of receipt of the item. after 35 days we will not be able to return any item.
Replacement
If a product is received with a manufacturing defect, the buyer has the right to request a refund or replacement within 35 days of receipt of the item. The buyer may be asked to provide photographic evidence of the manufacturing defect.
Refund (if applicable)
After receive and check the returned item, we will send you an email informing you that we have received the returned item. We will also notify you to approve or reject the refund.
If the refund is approved, your refund will be processed and the credit limit will automatically be applied to your credit card or original payment method within few days.
Refund overdue or lost (If applicable).
If you haven’t received refunds yet, please check your bank account again first.
Then contact your credit card company. It may take some time to officially issue a refund.
Next, please contact your bank. Refunds usually require some processing time.
If you have completed all the steps but still haven’t received a refund
Please contact us via email to check
Communication (if applicable)
We will only replace an item if it is defective or damaged. If you need a replacement for the same item, please contact us by email at
Return
Our policy lasts for 35 days. If 35 days have passed after confirming the delivery, we will not be able to provide you with a refund or replacement.
To qualify for a return, your item must be unused and in the same state as the item you received. It must also be in the original packaging.
To complete your parcels return, we need the order confirmation, which will be sent to your email address after you place order successfully.
Please don’t send it back to the original address or mailing address. We will provide the mailing address for return after submitting the return application by email.
Under these circumstances, we will only do partly refund(if suitable)
-Due to our error,any damage or lack of parts of any non original state items
-Any item returned within 35 days after delivery
How to returned purchase？
If you are not satisfied with the order and want to return it, please contact us within 35 days after the order delivery date. And contact us directly by email to process your return. Each return will be processed manually by our customer service team. You will be notified if the return is approved.
Please note that all returns must be in their original condition and packaged intact.
Do I need to pay for shipping for return orders?
Yes, all return shipping costs are borne by the customer.
What if the ordered item is defective, incorrect or damaged?
Please contact our customer service team within 35 days after the order delivery date. In order to speed up your claim, please provide product photos. We will process all claims as soon as possible,make sure you get a replacement free of charge.
How long does the return process take?
Due to the high volume of daily orders, it may take up to 14 working days to process the return from the date we receive your returned item. We will notify you via email to confirm that your return order has been processed.
What if I want a refund?
After we receive the goods, you can request a refund, which is due to meet within 35 days. If you request a refund, you should return the goods to us. The goods you return should be with the original packaging and not be used. We will refund you after checking the goods you return to us.
Step 1: You can get in touch with our servive team. We will provide you with the return address. Our e-mail address is support@citrotoys.com.
Step 2: You should return the goods to the address we provide and inform us of the tracking number.
Step 3: We receive the product and inspect it.
Step 4: Check if the product has been returned as requested. I’ll give you a refund.
When can I receive a refund?
All refunds will be credited to the original payment method. The time of refund is usually within 7 to 14 business days after we receive the returned items. Please contact your bank to find out when the refund will be returned to your account. Due to the difference between Banks, it may take up to a few weeks for the credit to be returned to your account.