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Refund & Return Policy

At CitiWell Shop, we strive to ensure your complete satisfaction. Our policy is designed to protect your shopping experience. Please read carefully:

1. Eligibility for Returns/Refunds

You may qualify for a return or refund if:

A. Damaged/Defective Products

  • Report within 7 days of delivery.

  • Required: Photos/video proof of damage. Partial refunds for minor issues (e.g., scratches).

  • Fragile items: Full refund only (no replacements).

B. Incorrect/Missing Items

  • Report within 7 days of delivery.

  • Required: Photo proof of incorrect/missing items.

  • Solutions: Full refund, replacement, or partial reshipment.

C. Orders Not Received

  • Delays:

    • USA: Report after 55 days.

    • Brazil: Report after 130 days.

  • Non-Delivery Claims:

    • Tracking must show “delivered.” If contested, provide a non-delivery certificate from the local post office.

Non-Returnable Items:

❌ Shipping Issues:

  • Delays due to customs, force majeure (e.g., wars, epidemics, customs, natural disasters), or untrackable shipping methods (e.g., PostNL).

  • Orders shipped to restricted countries. (Due to limited international transportation, we will not accept any disputes when your orders are shipped to the following countries:

    Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d’Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia, Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan  Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.)

❌ Customer Errors:

  • Incorrect shipping addresses.

  • Buyer’s remorse (e.g., wrong size/color).

  • Unclaimed packages (due to missed deliveries).

  • Items damaged due to misuse or improper care.

❌ Product Issues:

  • Minor flaws (e.g., slight wrinkles, smells).

  • Quality disputes on “service products” (unless we inspected them).

  • Products without original packaging or tags.
  • Perishable/customized products (e.g., personalized items).

2. Return Process

Step 1: Contact Us First

⚠️ Do not return items without approval.
→ Email contact@citiwellshop.com with:

  • Order number

  • Photos/video of the issue (required for quality disputes).

  • Reason for return.

Step 2: Approval & Shipping

→ If approved, we’ll provide a return address.
→ Customer covers return shipping costs unless the error is ours (e.g., wrong item sent).
→ Use a trackable shipping method. We’re not liable for lost returns. No refunds if items are lost/damaged in transit.

  • Note: Returns are discouraged due to high shipping costs and risks.

  • Deadline: Ship within 14 days of delivery.

3. Refunds

→ Refunds processed within 3–7 business days after we receive and inspect the item.
→ Refunds issued to the original payment method.
→ Shipping fees are non-refundable unless the error was ours.

4. Exchanges

→ Exchanges are only available if the original item is defective/wrong.
→ Contact us first for approval.

5. Dispute Policy

→ Chargebacks/fraudulent disputes: We reserve the right to challenge unjustified claims.
→ Late/Missing Deliveries: Track packages via the provided link. Contact us first.

6. Non-Refundable Situations

→ Orders confirmed as “delivered” by tracking.
→ Buyer’s remorse (e.g., size/color preferences).
→ Items lost due to incorrect shipping addresses provided by the customer.

Contact Us

For questions or to start a return:
→ Email: contact@citiwellshop.com
→ Response time: 24–48 hours (business days).