REFUNDS & RETURNS/CANCELLATION POLICY
What should you do?
Contact us within 7 days since you get your items and provide us necessary information:
Your order/ invoice ID
In case you get wrong item/ damaged item, please provide us some pictures, including a package cover one (which includes the QR code), a whole product one, and detail error ones
If you wish to return a “stock” non-personalized item, you must contact us within three business days of receipt as shown on your order information.
Contact customer service at email@example.com.
If 3 days have passed since receipt of the order, unfortunately, we can’t offer you a refund or exchange.
We do NOT accept returns, issue refunds, or exchange personalized items.
**ALWAYS triple-check your spelling and color selections when ordering. Also, check your confirmation email to verify everything processed correctly. If the order was placed with the incorrect information, it will not be replaced/refunded.
If the misspelling was on our end, the product can be replaced. See Replacements.
If your package has been damaged in transit, please email customer service at firstname.lastname@example.org with your order number, photos of the piece, photos of the packaging, and a photo of the packing slip.
REFUNDS (if applicable)
Once your return is received, inspected, and a refund is approved, a refund will automatically be applied to your credit card or original method of payment. Typically between 3-5 businesses depending on your account holder’s processing.
However, we cannot accept refunds of :
- Non-defective products on the basis of our design.
- Breakdown package covers caused by third party/carriers.
- Refund request made 7 days after receipt.
- Used items.
- Customers' subjective issues (Providing the wrong address, delivery attempt, changing design when out of time,...).
- Exceptional circumstances outside the control of us: Not being clear by the customer's country, showing "delivered" in the tracking system,...
Please note that there may be some controversial issues for which we will not support a refund:
- The variation in color of real products in comparison with the mockup.
- The size chart variation: Our size charts are relatively correct but please allow 3- 5 cm differences due to manual measurement.
REPLACEMENTS (if applicable)
We only replace items if they are misspelled by us, defective, or damaged.
Please email customer service at email@example.com with your order number, photos of the piece, and a photo of the packing slip.
If damaged, include a photo of the packaging as well.
RETURN & CANCELLATIONS POLICY
Our goal is to ensure your complete satisfaction with your purchase.
We can not allow the cancellation of an item after 24 hour as all items hit production the following day. We have time and resources that have already been allocated to processing an item from the time an order is placed. Once 24 hours has passed after the date/time of an order, there will be NO refunds and NO exceptions to this rule because your product will have entered production.
At Citybarks, customer satisfaction is our number one priority. If you are dissatisfied for any reason with your purchase, email us at firstname.lastname@example.org. We will do whatever we can to support you and ensure that you are satisfied.
Our money back guarantee policy does NOT apply to any of our customization pieces. However, refunds are only provided on a case by case basis for custom items. All returns require the customer to ship the item back to us at their own cost before a refund is processed back to their original payment method.
Custom Items/Monograms are non-refundable. We can not allow the cancellation of an item, as all items are made to order. This is nonnegotiable.
Once the order is placed, the color cannot be changed. So please make sure your selection is correct the first time.
You may cancel your whole order and be entitled to a full refund if the order is asked to be canceled in less than 24 hours of purchasing.
Damaged or misspelled pieces. All damaged and misspelled pieces will be replaced with priority production and shipping in 7-14 business days.
Thank you for shopping with us! The following Warranty Information applies to all products by Citybarks.
- Warranty Duration
The warranty period applies from the date of order and one year more. In case your order has problems related to quality, material or design - we offer to resend to you the new products and we will bear 50% of the production fee and shipping fee.
B. WARRANTY CONDITIONS
The above warranty applies when the following conditions are met:
- Ambient temperature never went below 20 degrees F or exceeded 105 degrees F.
- Original receipt with proof of purchase is provided.
- Warranty not applicable on sale or discounted items.
Citybarks cannot assume responsibility for the misuse or misapplication of its products.
The warranty does not cover:
- Customer modification or abuse.
- Shipping damage or other accident.
- Repair, modifications or service by unauthorized personnel.
- Use of product other than its designed purpose.
If you have any further questions or concerns regarding our warranty, please contact us via email@example.com.
Have a question about what we do or how we may be able to help you? Or maybe you just want to leave some feedback for us? Either way, you can send us an email to firstname.lastname@example.org and one of our representatives will get back to you shortly. It’s our goal to respond to all inquiries within 24 hours.
Emailing Customer Service
PLEASE EMAIL ONLY ONE TIME!
When emailing our customer service team it is important to note that emails are controlled by the time they come in. When you send MORE THAN ONE EMAIL your email gets pushed to the bottom of the list each time. We know how important it is to get your response and know we want to assist you just as much. We will respond and get your questions answered!
Please only email one time to ensure we get back to your request in the next 12-24 business hours (not including the weekends)!
We respond to ALL emails!
PLEASE FACEBOOK MESSAGE ONLY ONE MESSAGE!