Refund policy
Returns
If you are not completely satisfied with your purchase, you may return the item to us in its original condition within 14 days of delivery.
Returned items must be unused in original packaging, including any accessories, manuals, and documentation.
Damaged products through customer mishandling are non-returnable.
Returns made without a receipt may be refused. Ciba Home reserves the right to deny any return.
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Please note, we may request for your order to be returned to one of our global warehouses, including, but not limited to, warehouses in Hong Kong and the United States. Returns are shipped at the customer's own expense.
Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
Processed refunds are completed within 10 business days. Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees, including return fees.
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Cancelling or amending orders
In order to maintain a quick turnaround on order processing and shipping, once an order is placed, it cannot be cancelled or amended.
Any unwanted items after your order has been placed must be returned for a refund (please see the “Refunds” section above). Please note that the cost of this return has to be paid by the customer, unless the item is faulty.
*We hold the right to charge a 10% restocking fee and do not refund the original shipping fee except in cases where we have made a shipping error. This is decided on a case by case basis and will not occur for every return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.