Refund policy

At Cilinax, customer satisfaction is our priority. If you receive a damaged, defective, or incorrect product, you may request a return or refund under the following conditions.

Return Window

Customers must submit a return or refund request within 2 days (48 hours) of receiving the product.

Requests made after 2 days of delivery will not be accepted.

Mandatory Unboxing Video

To process any refund or return request, customers must provide:

  • A clear and uninterrupted unboxing video starting before opening the package
  • Photos or videos showing the issue
  • Order number and contact details

The request and supporting video must be sent within 2 days of delivery to:

Eligible Reasons for Refund or Replacement

Refunds or replacements may be approved if:

  • The product is damaged during delivery
  • The wrong item was delivered
  • The product has a manufacturing defect
  • Essential parts are missing

Non-Eligible Cases

Refunds will not be issued for:

  • Requests without a valid unboxing video
  • Damage caused after delivery
  • Normal wear and tear
  • Change of mind after purchase
  • Minor color or packaging differences
  • False, misleading, or fraudulent claims

Fraud Prevention

All refund and return requests are carefully verified.

If the submitted video or evidence does not clearly support the claim, or if fraudulent activity is suspected, the refund request will be rejected.

We reserve the right to deny any claim that appears false or abusive.

Return Condition

Approved returns must be sent back unused and in original packaging with all accessories.

Refund Processing

Once the returned item and evidence are reviewed and approved, refunds are processed within 5–7 business days to the original payment method or as store credit, depending on the payment method used.

Contact Information