Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right. If the items received are damaged or defective we will need photographs of the damaged components along with a written report detailing the damage, which should be submitted within three days of receiving the items. If the Seller acknowledges that the goods are damaged or defective, the faulty components will be replaced at the earliest possible convenience. Please contact us at: hello@ctybox.co.uk.

 

Returns and Refund Policy

1. The Buyer has the rights to cancel any order prior to the Seller dispatching the goods. Should the Buyer decide to cancel after making a payment but before the items are shipped, the Seller is obligated to issue a full refund for the order.

2. Cancellations that occur after the order has been dispatched will only be considered valid once the order has been successfully delivered to the Buyer. This means that the Buyer cannot initiate a cancellation process until they have received the goods.

3. Once the Buyer has received the order, it becomes the Buyer’s responsibility to return the item to the Seller to initiate a refund request. We have a 14-day return policy, which means the Buyer have 14 days after receiving the item to request a refund. Please note that we are unable to accept returns for products that have been partially or fully assembled, modified through the application of paint, or customised in any manner that suggests ownership or personal use of the items. By initiating the assembly process, it will be assumed that Buyer is satisfied with the product, and consequently, we will not allow any returns.

4. If the Buyer wishes to return a product, it must be returned in its original packaging and in the same condition as they were delivered within fourteen days of delivery. If the items were delivered flat packed, they need to be returned in that same way. It is important to take all necessary precautions to ensure that the items being returned are securely packed to prevent any damage or loss of components during shipping. The Buyer will be responsible for any costs incurred in returning the items to the Seller. Should the items be returned in perfect condition, the Buyer will receive a refund within fourteen working days. To initiate a return, please reach out to us at hello@ctybox.co.uk.

5. Upon receipt and inspection of the returned item, the Seller will send an email to inform the Buyer that the return has been received. Additionally, the Seller will communicate the decision regarding the approval or denial of the refund. If the refund is approved, the refund will be processed, and a credit will be automatically issued to the Buyer's credit card or original payment method within fourteen working days.

 

Exceptions / Non-Returnable Items / Sale Items

Certain types of products cannot be returned, including custom-made items like special orders or personalised items. If you have any inquiries or issues regarding your particular item, please reach out to us. Refunds are only applicable to items sold at regular prices; items purchased on sale are not eligible for refunds.