Refund & Replacement Policy
We're committed to ensuring your satisfaction. Learn about our comprehensive refund and replacement procedures.
Inspect Before Signing
Regardless of whether the outer packaging is obviously damaged or torn, you must inspect the goods in front of the courier before signing, and make a note on the waybill before signing or refuse to sign if there is a problem.
Damaged Package After Signing
If the package that was not signed in front of the deliveryman is damaged or missing, please keep the outer packaging box (including the sealing tape) and feedback to the local post office within 2 days after signing (based on the delivery time on the logistics provider's website), and provide the goods invoice, physical photos and other information to contact us to apply for compensation from the post office for you.
Quality Issues After Use
When the product you purchased has quality problems after using it for a period of time, as long as the product is still within the quality assurance period and has the original purchase receipt and product quality assurance card, you can contact the seller through Citigoo to handle return/exchange.
Application Process
Please describe your problem in detail, and upload photos of the package packaging, physical photos of the product, etc. After receiving your application, Citigoo will process it as soon as possible and notify the seller to provide a solution (including but not limited to refund fees, return and exchange, etc.).
Altered Goods
Goods have been exchanged, their original appearance has changed, or parts have been lost
Unpacked Digital Items
Software packages, CDs, DVDs, TF Cards, cassettes, etc.
No Receipt
Goods without original purchase receipts
Time Limit Exceeded
Problems must be reported within 72 hours after signing for the package
Custom Products
Personalized or customized products
Damaged Products
If the product is damaged or has a large area of stains, please take a photo of the damaged or stained area and upload it.
Size Mismatch
If the size doesn't match, take a photo of the size mark on the product and upload it (if there is no size mark, it cannot be verified).
Wrong Style
If the received product doesn't match the purchased style, take a photo of the overall picture of the product and upload it.
Missing Products
Provide order number, then upload: package bill, unpacking photos, product and package weighing pictures.
Wrong Package
Take a photo of the package bill and the products in the package, and provide the ID of one of the received products.
Wrong Weight
Please weigh the package before unpacking and upload the weighing picture.
If the items purchased through Citigoo are fragile items (such as glass, ceramic products, etc., including but not limited to the above items), in view of the current logistics company's regulations on the transportation of fragile items, Citigoo guarantees the integrity of the goods before shipment.
However, if the goods are damaged during the delivery process and are determined to be fragile by the logistics company, the resulting losses shall be borne by the user.
Before Shipment
Citigoo guarantees product integrity
During Transit
User bears responsibility for fragile item damage
International Return Policy
If your package has been sent abroad and is returned due to reasons such as:
- "Failed international security inspection"
- "No one to sign for it"
- "Unknown address"
- "Unsuccessful delivery"
- Other similar delivery issues
Re-shipment Cost
You will be responsible for the shipping cost of the re-shipment.
72 Hours
After package delivery
If there are problems such as missing items, damage, or defects, you must contact customer service within 72 hours after signing for the package. No more requests will be accepted after the deadline.
2 Days
For damaged packages
For packages damaged during delivery, feedback to the local post office within 2 days after signing (based on delivery time on logistics provider's website).