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Return a defective item
We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please provide us with the following proofs:
- This clause does not include products of a category with specific warranty terms as well as damages caused by incorrect usage of a product.
Within 30 days (after receipt)
Upon being returned, the defective item will be refunded or replaced for free. If the products malfunctions (except for reasons caused by incorrect usage and accidental or intentional damage) within 30 days after receipt, you can return the product back to us. You should receive an e-mail with the receipt date and other details after your order has been shipped. Once we receive and approve the return a full refund or replacement will be offered and a shipping cost reimbursement will be issued when you provide us with a receipt of the shipping charges you paid to send it back to us (the tracking number of the return package or a screenshot of the shipping receipt).
After 30 days of receipt
We will not accept requests for a refund or a replacement after 30 days from receipt.
Please contact our customer service representatives for more information.
Return incorrect item received If the item you have received differs completely from the one you ordered, please do not hesitate to contact our customer service and to provide us with the following proofs:
Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy. If a return is necessary, replacement plus shipping cost reimbursement will be issued to you once you send us a return shipping receipt showing how much you paid to return it. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition you received it in. For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.
Return unsatisfactory products / Exchange for another style
If you are not satisfied with your purchase, you can return a product within 30 days after receipt to receive a replacement or a refund of its price.
Please ensure to return the item with its original packaging and accessories in the same condition as when you received it.
How can I return the defective item to Cyxus?
Please contact us before returning a defective item in order to receive the return shipping address and other instructions.
How long does a refund take to appear on my credit/debit statement?
A refund for a canceled order which was originally made using a credit or debit card may take up to five days to show on your credit/bank statement but typically appears in 24-48 hours depending on your bank. PayPal using your Credit/Debit CardRefunds to PayPal are instant and the funds are instantly removed from our account back to yours. If you used your credit/debit card and the funds are not in your PayPal balance, it may take additional time to appear on your card statement.According to this PayPal article, it may take up to 30 days: https://www.paypal.com/selfhelp/article/FAQ1083
Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.
Below are some further suggestions and important reminders:
- Keep all the packaging materials and shipping notes, which may be necessary for processing your return request;
- After mailing back the product, please send us the tracking number and a copy of the shipping receipt; if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
- Refunds will be arranged to the same payment method you used to place this order;
- You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request;
- If you want to avoid paying high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones;
- We can arrange a refund or a replacement of the product after receiving the defective item;
- Please place a note inside the return package by including the following details (this will accelerate your return request):
Cyxus reserves the right to make changes and/or improvements to this policy. Any changes will be updated on the relevant section of our help center.
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