Return Policy Overview
You may initiate a return within 30 days of delivery. Please note:
- Quality-related returns:Return shipping costs are covered by CITTANEO.
- Non-quality returns:Return shipping costs are the customer’s responsibility.
- After 30 days:We are unable to accept returns. Warranty service may still apply — please contact us for details.
To be eligible for a return, all items must be returned in their original condition and packaging, including all accessories, hardware, and documentation. Products must be:
- In brand-new, uninstalled, and unassembled condition
- Unused, with no missing pieces
- Accompanied by original tags and packaging
- Inclusive of all mounting hardware and instruction materials
Please note: Returns that do not meet all of the above conditions will not qualify for a refund.
Ineligible Items
The following items are not eligible for return or exchange:
- Clearance items
- Made-to-Order (MTO) items
- Items showing normal wear and tear
Important: Any items returned without prior authorization will be rejected upon arrival at our returns center and will not be eligible for a refund.
Order Cancellations & Modifications
Need to cancel or update your order? Please contact us within 12 hours of placing your order.
If your order has already been processed and shipped before we are notified, the customer will be responsible for any resulting shipping and logistics costs.
Damaged, Defective, or Incorrect Items
We’re sorry if something arrived less than perfect. Here’s what to do:
- Inspect your order upon delivery.If you notice any missing parts, damage, defects, or incorrect items, please contact our customer service team within 48 hours of receipt.
- Document the issue.Please take clear photos or a short video showing the problem, including images of the product, packaging, and shipping labels. This helps us resolve your case as quickly as possible.
- Submit your claim within 30 days.All product issue inquiries should be submitted within 30 days of delivery, along with the supporting photos described above. Claims submitted after this window may be more difficult to process due to factors outside of our control.
Please note: CITTANEO does not cover repair costs if unauthorized third-party repair services have been used.
How to Return an Item
Follow these steps to ensure a smooth return process:
- Hold onto all packaging.Please do not discard any shipping boxes or packing materials.
- Contact us first.Email us at support@cittaneo.com with a description of your situation and at least one clear, full-view photo of the item so we can assess its condition and confirm return eligibility.
- Ship your return.Non-quality returns are sent at your own expense to our returns warehouse. Please email us the tracking number once shipped — untracked returns may delay your refund. For defective products or shipping damage, we will provide a prepaid return shipping label at no cost to you.
- Receive your refund.Once we receive and inspect the returned item, your refund will be processed within 48 hours to the original payment method.
Refund Processing Times
- Credit card payments:Please allow up to one full billing cycle for the refund to appear on your statement. We kindly ask that you do not initiate a chargeback with your credit card company during the return process, as chargebacks can significantly delay resolution. If you experience an unusual delay, please reach out to us directly — we’re happy to help.
- PayPal payments:Please be aware that PayPal charges a non-refundable transaction fee of 4% + $10.00 on all refunds. This fee is assessed by PayPal and is outside of CITTANEO’s control. Orders paid via PayPal will have this fee deducted from the refund total.
Additional Policy Terms
Shipping Damage Damaged items are defined as products damaged during transit. To qualify for a shipping damage claim, please report the issue to our customer service team within 3 business days of delivery and retain both the damaged item and its original packaging.
Undeliverable or Refused Packages If a delivery attempt fails due to refusal, an incorrect address, or a missed signature — resulting in reshipment or cancellation — the customer will be responsible for any additional handling and shipping fees incurred.
⚠️ Important: Please do not refuse or reject a delivery if you intend to return an item. Because our shipping and returns warehouses are separate facilities, a refused package may be lost in transit and cannot be refunded. Always accept your delivery first, then contact us to arrange a proper return.
Contact Us
Our customer service team is ready to assist you. 📧 Email: support@cittaneo.com
We appreciate your trust in CITTANEO and are committed to making every step of your experience — including returns — as smooth as possible.
