At Citep, we take pride in the quality of our products and strive to provide our customers with the best possible shopping experience. While we do not offer returns or refunds, we understand that issues may arise with your order. In such cases, we are happy to provide a replacement item. Please read our return policy below to ensure a smooth process.
Replacement Policy
If you encounter any issues with your order, such as receiving a damaged, defective, or incorrect item, we will gladly issue a replacement. Please follow the steps below to request a replacement:
a. Contact our Customer Support team within 5 days of receiving your order. You can reach us via email at sales@citep.com. Provide your order number and a detailed description of the issue.
b. Include clear photos or videos of the damaged, defective, or incorrect item to support your request.
c. Our Customer Support team will review your request and, if approved, provide instructions on how to proceed with the replacement.
Please note that replacement requests submitted after the 5 day window may not be eligible for a replacement item.
Non-Eligible Items
The following items are not eligible for replacement:
a. Products that have been used, altered, or damaged by the customer.
b. Products with missing or damaged packaging.
c. Customized or personalized items.
d. Clearance or final sale items.
e. Any item not in its original condition.
Replacement Processing Time
Once your replacement request is approved, we will process and ship the replacement item within [X] business days. You will receive an email notification with tracking information once your replacement item has been shipped. Please note that shipping times may vary depending on your location.
Shipping Costs
Citep will cover the shipping costs for sending the replacement item to you. However, you may be responsible for any shipping costs incurred when returning the damaged, defective, or incorrect item to us unless otherwise agreed upon with our Customer Support team.
Disclaimer
Citep reserves the right to refuse a replacement request if it is found to be fraudulent, abusive, or not in compliance with our return policy. We also reserve the right to update or modify our return policy without notice. By using our website and placing an order, you agree to be bound by the current version of our return policy.
If you have any questions or concerns regarding our return policy, please do not hesitate to contact our Customer Support team. We are always here to help and ensure you have a pleasant shopping experience with Citep.