Refund policy

1. ORDER CANCELLATION

For all orders( including pre-orders), your credit/debit card will be charged immediately. There will be no delay in payment collection, regardless of when the item is expected to ship.

BEFORE SHIPMENT: Please refer to our shipping policy for order cancellation.

AFTER SHIPMENT: We CAN'T accept to request an order cancellation after it has been shipped.

 

2. ORDER MODIFICATION

Please refer to our shipping policy to modify an order before the customer has received it.

We cannot modify an order after the customer has received it. 

3. MODEL REPLACEMENT & RETURN

Free replacement: Customers may reject a package due to significantly shipping damage (functionally affecting using) or contact customer service for missing and critically-damaged parts or other quality-related issues. Our customer service team will help to arrange the replacement.

For us to better understand the problem and solve it effectively, photos and / or videos are REQUIRED as evidence.

Note: the following situations will be seen as normal and will not apply to the free replacement or refund policy:

  • A) Minor damage to the outer packaging.
  • B) Minor scratches or paint loss on the product.
  • C) Damage to parts or wearing parts after excessive use.
  • D) Damage to parts or wearing parts after using for a certain while or a certain number of times.

 

NON-RETURNABLE ITEMS INCLUDE, BUT ARE NOT LIMITED TO:

  1. A) Fashionable wear (hats, etc)
  2. B) All accessories
  3. C) Special orders
  4. D) Used items except in EXTREME cases of breakage/malfunction.

*Definition of critically-damaged items: the main structure of the product is obviously deformed and affects its normal functions in any form. 

4. Refund

Once our warehouse has received the returned product(s) and checked to confirm it meets our return condition, we will deduct any applicable fee and send the remaining refund according to the customer's original payment method.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been posted on the account after two days it has been issued. Delays may occur due to the different fund transfer procedures in different financial institutions. Please contact us at citycoco.999@gmail.com if the customer has not received the refund after ten business days.