Last Updated: July 18, 2025
At Citchenware.com, we want you to be completely satisfied with your purchase. We understand that sometimes an item may not be what you expected. This policy outlines the rules and procedures for returns, exchanges, and refunds to make the process as clear as possible.
Please Note: This policy is a user-friendly guide and forms a part of our official Terms and Conditions. In the event of any discrepancy, our Terms and Conditions shall prevail.
Our 30-Day Return Policy
You have 30 days from the date you receive your order to initiate a return for a full refund or an exchange.
To start the process, you must contact us first at [email protected] or via Facebook Messenger. Our team will provide you with a return authorization and the specific return shipping address. Please do not send items back without contacting us first, as we will not be able to process your return.
Condition of Returned Items
To be eligible for a refund or exchange, all returned items must be in:
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Unused and resalable condition.
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Their original packaging, including the box and any protective materials.
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Complete with all original tags, manuals, and accessories.
We reserve the right to refuse a refund or issue a partial refund for any items that are returned to us in a used, damaged, or unsalable condition.
Damaged, Defective, or Incorrect Items
1. If You Received a Damaged Item: We ensure all items are in perfect condition and are packaged securely before they leave our facility. As per our Terms and Conditions, the risk of loss or damage transfers to you once we deliver the package to the shipping carrier.
If your item arrives damaged due to transit, you must file a claim directly with the shipping carrier (e.g., your local post office, FedEx, DHL). We recommend you keep the original shipping box and all packaging materials as evidence for your claim. We will assist you with any documentation we can provide for your claim.
2. If You Received an Incorrect Item: If we made a mistake and sent you the wrong product, we sincerely apologize. Please contact us immediately. We will cover all shipping costs to return the incorrect item and to send you the correct one.
However, the incorrect item must be returned to us in its original, unused, and complete condition as described above.
Exchanges
If you would like to exchange an item for a different one (e.g., a different color), please contact us to arrange an exchange.
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You will be responsible for the shipping costs to return the original item to us.
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You will also be responsible for the new shipping cost to send the replacement item to you.
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We will ship the new item once we have received and inspected the original returned item at our Hong Kong office.
The Refund Process
1. Return Shipping: You are responsible for securely packaging the return item to prevent damage during transit. We are not responsible for any items lost or damaged on their way back to us. We strongly recommend using a trackable shipping service and purchasing shipping insurance.
For standard returns, we will reimburse you for the cost of the return shipping label under the following conditions:
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You must use your local postal service (not a premium courier).
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You must provide us with a valid receipt for the shipping cost.
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Reimbursement will be issued via PayPal or Wise.com after the item is received and inspected by our team.
2. Processing Your Refund: Once your return is received and inspected at our Hong Kong office, we will send you an email to notify you of the approval or rejection of your refund.
If approved, please allow 5-7 business days for us to process the refund. The refund for the product cost will be credited back to your original method of payment (e.g., your credit card via Stripe).
Non-Returnable Items
The following items are not eligible for returns or exchanges:
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“Final sale” items
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Custom-engraved or personalized products
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Gift cards
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Free gifts or promotional items
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Any item clearly marked as “non-returnable” on its product page
Questions?
If you have any questions about our Refund and Returns Policy, please do not hesitate to contact us at [email protected]. We are here to help!
