Refund and Returns Policy for Slay Citeino

Effective Date: January 8, 2025

At Slay Citeino, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a refund and returns process designed to make things right.

Please read this Refund and Returns Policy carefully to understand how returns and refunds are handled. By purchasing from https://slayciteino.com, you agree to the terms and conditions outlined in this policy.

1. Return Eligibility

We accept returns on most items within 30 days of delivery. In order to be eligible for a return, the following conditions must be met:

  • The item must be in new, unused, and resalable condition.
  • All original packaging, accessories, and tags must be included with the return.
  • Items must not have been altered or damaged in any way.

Note: Some products, such as custom-made instruments, personalized items, or electronic accessories, may not be eligible for return. Please check the product page for any specific return restrictions.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at info@slayciteino.com or call (425) 292-9879 within 30 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.

  2. Return Authorization: After reviewing your request, we will send you a Return Authorization (RA) number and detailed instructions on how to return your item(s).

  3. Packaging the Return: Carefully repackage the item(s) in their original packaging, including all accessories, manuals, and parts. Ensure the return package is securely sealed.

  4. Return Shipping: You will be responsible for the return shipping costs unless the return is due to a defective or incorrect item received. We recommend using a trackable shipping service to return the item to ensure it is safely delivered.

  5. Processing the Return: Once we receive your return, it will be inspected to ensure it meets the conditions outlined above. If approved, we will process your refund or exchange within 5-7 business days.

3. Refunds

Refunds will be issued to the original payment method used at the time of purchase. If your return is approved, we will process your refund within 5-7 business days of receiving and inspecting the returned item.

  • Refund Amount: Your refund will be for the purchase price of the item(s) returned, minus any original shipping fees.
  • Restocking Fees: Certain items may be subject to a restocking fee (typically 10-15% of the product price) if they are returned in used or damaged condition. This will be specified when you request the return.

Note: If your payment was made via PayPal, it may take 5-10 business days for the refund to reflect in your account.

4. Exchanges

If you would like to exchange an item for a different size, color, or model, please follow the return process above and place a new order for the replacement item. Exchanges are subject to product availability. If the replacement item is more expensive, we will charge the difference; if it is less expensive, we will issue a refund for the difference.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately (within 7 days of receiving your order). We will provide you with a prepaid return label for the damaged item and offer a full refund or replacement at no additional cost to you.

To expedite the process, please include the following when contacting us:

  • Photographs of the damaged or defective item(s).
  • Your order number and a description of the issue.

6. Non-Returnable Items

The following items are non-returnable and cannot be refunded or exchanged:

  • Custom-made or personalized items (including engraved instruments)
  • Gift cards
  • Digital products (e.g., sheet music downloads, software)
  • Items marked as final sale on the product page

7. Order Cancellations

You may request to cancel your order within 24 hours of purchase. After this period, orders are usually processed and shipped promptly, and cancellations may not be possible.

To cancel your order, please contact us as soon as possible by emailing info@slayciteino.com or calling (425) 292-9879. We will confirm whether the cancellation is possible and provide further instructions.

8. Refund Processing Times

Once your return has been processed and approved, please allow up to 7 business days for the refund to be reflected in your account, depending on your bank or payment provider’s processing times.

Note: Original shipping costs are non-refundable, except in cases where the item was defective or incorrect.

9. International Returns

For international customers, please be aware that you are responsible for return shipping fees, as well as any customs duties or taxes incurred when sending the item back. International returns are subject to the same conditions as domestic returns, and refunds will be issued in U.S. dollars.

Contact Us

If you have any questions about our Refund and Returns Policy or need assistance with a return, please don’t hesitate to contact us:

Thank you for shopping with Slay Citeino. We are committed to providing a hassle-free shopping experience, and we appreciate your business!