We strive to create a comfortable and enjoyable shopping experience at Cicivin.Shop. That’s why we offer a simple and hassle-free 90-day return and exchange service for all purchases. Below you will find detailed instructions on how to process a return or exchange. All policies begin from the date of purchase. Please check whether any of the following applies to you and whether the items are covered by our 90-day return and exchange policy.
Return and Exchange Conditions
1. Please contact our customer service team first for your return request, and the request must be approved.
Important note: Items returned without authorization will not be accepted!
2. The return and exchange period cannot exceed 90 days from the date of purchase.
3. All items must be returned in new, unused condition, without scratches or signs of wear, and must not be resized or modified in any way.
4. You are responsible for the return shipping costs.
Non-Refundable Items
1. Products exposed to corrosive substances or chemicals. Contact with harsh chemicals may change the appearance of your product. These chemicals include, but are not limited to, liquid silver polish, swimming pools, hot tubs, and spas. Oxidized silver can be easily damaged.
2. Products damaged by misuse, mishandling, or poor maintenance.
3. Replacements will not be accepted for a refund.
4. Silver pieces become detailed through oxidation; over time they may appear black. To remove it, clean with a silver polishing cloth to maintain the original look.
5. We do not accept returns of personalized photo charms unless the image appearance is different from the photo provided to Cicivin, as detailed in our 90-day return/exchange policy section.
Return / Exchange Procedure
Step 1: If you are not satisfied with the products you received, please contact our customer service representative first for further assistance. Email:
cicivinservice@gmail.com
Our Business Address : Room 605, No. 10 Jinzhou North Road, Cangshan District, Fuzhou City, Fujian Province, China
Step 2: Place the items in the original packaging and seal the package securely.
Step 3: Drop off your package at your local post office.
Step 4: As soon as we receive your package, we will immediately process an exchange or issue a refund to your account according to our return policy.
(approx. 5 to 7 business days)
Finally, we will send you an email once we have processed your return or exchange.
Refunds
Once our customer service has approved your request, returns will be processed within 1–3 business days after we receive your package. The money will be transferred to your original payment account (approx. 5–7 business days), depending on your bank or payment service. Your bank or payment service may charge a small transaction fee.
Note: All PayPal payments can only be refunded through PayPal. All debit or credit card payments will only be refunded to the original debit or credit card.
Refund of Shipping Fees
The original shipping fee and insurance are non-refundable. Even if you received free or discounted shipping, the original shipping cost applies to each order. Therefore, we do not refund our original shipping costs.
For products that are not damaged but the customer wants to return, you may first contact our customer service team to request a refund. After we receive the undamaged product, we will arrange a refund within 2–3 business days.
(Note: the customer is responsible for the shipping costs in this process).
Cicivin will refund the customer $10 as a return shipping fee under the following circumstances:
Note: The return shipping fee amount will be refunded as store credit.
1. The customer received the wrong item.
2. The item is defective, faulty, or has incorrect engraving. (For defective or faulty items, customers must contact us within 48 hours of receiving the order.)
Please note: Cicivin reserves the right not to process a refund if the item is returned in unacceptable condition.
Cancellation Policy
1. Order cancellation within 24 hours is free. After that, restocking/processing fees will apply to cancellations even if the order has not been shipped.
2. Orders canceled within 24–48 hours after payment confirmation are eligible for a partial refund consisting of the total shipping cost and 80% of the product purchase price.
3. Orders canceled more than 48 hours after payment confirmation are eligible for a partial refund consisting of the total shipping cost and 50% of the product purchase price.
4. Once your order has been shipped, it can no longer be canceled.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company—it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at
cicivinservice@gmail.com
Promotional Products (if applicable)
Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at
cicivinservice@gmail.com
Shipping
To return your product, you must email us at
cicivinservice@gmail.com
You will be responsible for paying 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 the 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.
Contact Us : Monday to Friday, 7:00 PM – 4:30 AM (ET)
Company Address : Room 605, No. 10 Jinzhou North Road, Cangshan District, Fuzhou City, Fujian Province, China
If you have any questions, you can always contact us:
cicivinservice@gmail.com
Phone: +86 13489885489
