Refund & Return Policy
Effective Date: January 1, 2026
1. Overview
At CITYGOO, we stand behind the quality of our products. We want you to be completely satisfied with your skincare journey. If for any reason you are not satisfied with your purchase, we have outlined our return and refund process below.
2. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- Timeframe: You must initiate your return request within 30 days of the delivery date.
- Condition: Items must be returned in their original, unused, and undamaged condition, including all original packaging and inserts.
- Hygiene Standard: For safety and hygiene reasons, skincare products with broken safety seals or those that have been opened/used are not eligible for return unless the item is defective upon arrival.
3. How to Initiate a Return
To start a return process, please contact our support team at contact@citygoo.store with the following information:
- Order Number
- Reason for the return
- Photographic evidence (only required if the product arrived damaged or defective)
Once our team receives your request, we will provide you with specific instructions on how and where to ship the return.
4. Shipping Costs
- Change of Mind: If you are returning an item due to a personal preference (e.g., “changed my mind”), the cost of return shipping is the responsibility of the customer.
- Defective/Damaged Items: If your order arrived damaged, defective, or if we sent the incorrect item, CITYGOO will cover the return shipping costs.
5. Refund Processing
Once your return is received and inspected at our facility, we will notify you regarding the approval or rejection of your refund.
- If approved, your refund will be processed automatically back to your original method of payment.
- Please allow 5–10 business days for the credit to appear on your statement, depending on your financial institution.
6. Late or Missing Refunds
If you haven’t received a refund yet, please check your bank account again. Then, contact your credit card company or bank, as there is often some processing time before a refund is officially posted. If you have done all of this and still have not received your refund, please reach out to us at contact@citygoo.store.
7. Changes to This Policy
We reserve the right to update or modify this Refund & Return Policy at any time. Any changes will be posted on this page with an updated “Effective Date.”
