Refund and Return Policy for TrendUpCiteino

Effective from November 21, 2024

At TrendUpCiteino, we want you to be completely satisfied with your purchase. If for any reason you are not fully satisfied with your order, we offer a straightforward return and refund process.

Please read the following policy carefully to understand your rights and obligations regarding returns, refunds, and exchanges. By making a purchase on our website, you agree to the terms outlined in this policy.

1. Return Eligibility

We accept returns within 30 days from the date you receive your product. To be eligible for a return, the following conditions must be met:

  • The item must be in its original condition (unused, undamaged, and unworn).
  • The item must be in its original packaging, including any tags or accessories that came with it.
  • The item must be purchased directly from TrendUpCiteino through our website.

2. Non-Returnable Items

Certain items are non-returnable, including:

  • Customized or personalized products (e.g., engraved musical instruments, custom accessories).
  • Opened musical instruments or equipment for hygiene or safety reasons.
  • Final sale items: Items marked as “final sale” or with a significant discount may not be returned.
  • Gift cards or downloadable digital products.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at info@trendupciteino.com with your order number and reason for return. Our team will guide you through the return process and provide you with a return authorization (RA) number.

  2. Return Authorization (RA) Number: Once we receive your return request, we will issue a Return Authorization (RA) number. Returns will not be accepted without this RA number.

  3. Package the Item: Ensure the item is securely packaged in its original packaging (if possible) with all the original parts and accessories. Attach the RA number to the outside of the package to ensure proper processing.

  4. Return Shipping: You will be responsible for the shipping costs to return the item to us, unless the return is due to a mistake on our part (e.g., damaged or incorrect items). We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

  5. Inspection and Approval: Once we receive your returned item, it will be inspected. If the item meets the eligibility requirements (unused, undamaged, and in the original packaging), we will approve the return.

4. Refund Process

Once your return is approved, a refund will be processed to the original payment method used at checkout. Please note:

  • Refund Timeframe: Refunds typically take 7-10 business days to process after approval, depending on your payment method and financial institution.
  • Refund Method: Refunds will be issued to the original payment method (credit/debit card, PayPal, etc.). If you paid via PayPal, the refund will be issued to your PayPal account.
  • Shipping Fees: Shipping charges are non-refundable unless the return is due to an error on our part (e.g., defective or incorrect items). Return shipping costs are the responsibility of the customer.

5. Exchanges

If you wish to exchange a product for a different size, color, or model, we recommend returning the original item for a refund and placing a new order for the desired item. This ensures you get the correct product and helps prevent any delays in processing your exchange.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@trendupciteino.com within 5 business days of receiving the product. In this case, we will:

  • Offer you a replacement or full refund.
  • Cover the return shipping costs for damaged or defective items.
  • Provide instructions on how to return the damaged product and initiate the replacement or refund process.

Please include detailed photos of the damaged or defective item when you contact us to help us expedite the process.

7. Cancellations

Orders can be canceled only before they have been processed for shipment. If you wish to cancel your order, please contact us as soon as possible at info@trendupciteino.com. Once an order is shipped, it cannot be canceled and must be returned under the guidelines above.

8. Contact Us

If you have any questions about our Refund and Return Policy, or if you need assistance with a return or refund request, please contact us at:

By making a purchase through TrendUpCiteino, you agree to the terms outlined in this Refund and Return Policy. We are committed to providing excellent customer service, and if you need assistance, our team is here to help!