Return & Refund Policy
Effective Date: November 13, 2026
Last Updated: November 13, 2026
1. Return Requests Within 30 Days
You may request a voluntary return of an eligible item within 30 calendar days after receiving it. We use the delivery date rather than the purchase date when calculating this voluntary period. Please contact us at service@cilreno.com and provide an order number or other purchase reference so we can find the transaction.
For an ordinary change-of-mind return, an item should normally be unused, complete and suitable for resale. Please retain accessories, manuals, attached components and original packaging where reasonably possible. These voluntary conditions do not prevent the inspection of goods or the exercise of rights protected by applicable consumer law.
2. Requests for Faulty, Damaged or Incorrect Goods
If the item arrives defective, damaged, misdescribed, incomplete or different from the item ordered, let us know what happened. Photographs, the item reference and packaging details may help us investigate, but evidence requests should be proportionate. Depending on the circumstances and legal rights, an appropriate remedy may include repair, replacement, a price reduction, a refund, or another lawful arrangement. The end of a voluntary return period does not eliminate mandatory consumer rights concerning faulty or misdescribed goods.
3. Categories Potentially Excluded From Voluntary Returns
Certain categories may be outside a change-of-mind return policy only when an applicable legal exception permits the exclusion and any required advance disclosure has been made. The examples below describe possible legal categories; they do not mean that every category is sold on this website.
- Personalized or custom-manufactured items: Goods made to the customer's specifications or clearly personalized, where the applicable law permits an exception.
- Sealed health-protection or hygiene-sensitive goods: Eligible sealed items that are unsuitable for return after unsealing, where a specific statutory exception applies. Merely opening ordinary packaging does not automatically remove all return rights.
- Perishable or rapidly deteriorating goods: Items whose nature makes timely resale or safe return impossible under a recognized legal exception.
- Certain sealed recordings and software: Sealed audio/video recordings or computer software unsealed after delivery, but only where the governing law recognizes the exclusion.
- Digital content and specified services: Digital goods or services where the conditions for a lawful withdrawal exception have been met, including any required prior consent and acknowledgment.
- Other legally excluded goods: Any further item falling under a specific, applicable and properly communicated exception.
A discounted item is not automatically nonreturnable. No category exclusion removes statutory remedies for faulty, damaged, incorrect or misdescribed products. If a requested return falls within a lawful exception, we will explain the reason in connection with the actual product.
4. Requesting a Return: Step-by-Step
- Contact us. Email service@cilreno.com with the order reference, item name, reason for the request and useful supporting photographs if relevant.
- Review the instructions. We will assess the request and identify the appropriate remedy. If the item needs to be shipped back, we will provide the correct authorized receiving address and any reference instructions.
- Prepare the parcel. Pack returned items securely and include the necessary order identification. Keep proof of shipment and tracking if you arrange the return.
- Complete the review. On receipt, an eligible item may be inspected in relation to the return reason and applicable legal requirements. We will communicate the resolution and any refund or replacement arrangements.
Do not assume the company's registered address is the returns facility. Please obtain the correct receiving instructions from support before sending a parcel. This process does not restrict any legally protected means of exercising a withdrawal or return right.
5. Who Pays the Return Shipping Cost?
Change of mind: For an eligible voluntary return where there is no defect or merchant error, the customer generally bears the direct cost of return postage, except when the law or an agreed offer requires a different arrangement. The amount depends on the parcel, carrier and route. We do not promise that voluntary returns are always free.
Defective, damaged, incorrect or misdescribed items: Where we are responsible, we will cover reasonable applicable return expenses or provide another appropriate lawful solution, such as a prepaid label, collection or a remedy without requiring an unnecessary shipment. Contact us before paying for an unusually expensive delivery service so the appropriate method can be agreed.
Original outbound delivery charges: Reimbursement of the initial shipping fee depends on the return reason, what was paid and the applicable legal rules. Where the law requires repayment of standard delivery charges upon withdrawal, those charges will be handled accordingly.
Restocking: No restocking fee is charged for returns accepted under this policy.
6. Refund Method and Initiation
Once a refund has been approved, we ordinarily initiate the refund within 10 business days after approval, or sooner where applicable law imposes a shorter or differently measured period. Refunds are generally sent to the original payment method unless another method is legally required or lawfully agreed. The bank or payment provider may take additional time to show the credit in your account, which is separate from the time we initiate it.
Statutory withdrawal and other consumer remedies may involve deadlines that are not dependent on our ordinary internal approval workflow. Where mandatory law applies, its deadlines and any lawful limits on withholding reimbursement take precedence over the voluntary procedure described here.
7. Exchanges and Other Remedies
If you would prefer a different size, variation or item, please contact support about availability and the appropriate process. An exchange cannot be promised when replacement stock is unavailable. For goods that fail to meet legally required standards, the remedies available to you may include repair, replacement, reduction in price or refund according to the governing law.
8. Cancellations Before Dispatch
Contact us as early as possible if you wish to cancel. We will attempt to assist before dispatch, but cancellation may not be possible once processing or shipment has progressed. This operational limitation does not remove statutory rights that apply after an item is dispatched or delivered.
9. Disputed Deliveries and Partial Orders
When only part of an order is affected, we will review the items and charges connected with that issue. If a delivery is missing or shown as delivered but cannot be located, contact us with the order number and any tracking information. We will investigate the circumstances and comply with applicable non-delivery obligations. We do not automatically treat a carrier scan as conclusive proof against every customer claim.
10. Contact and Consumer Rights
If a law applicable to your purchase provides a longer return period, an additional remedy, or a different refund deadline, that mandatory requirement prevails. If you have questions about a request, write to service@cilreno.com with the relevant order information. Please do not email passwords or full payment-card numbers.
Business and Contact Information
Website: https://cilreno.com
Operating Company: Guangzhou Qiuxun Trading Co., Ltd.
Unified Social Credit Code (USCC): 91440118MAK9RJ0G1E
Company Address: Room K334, 5th Floor (Factory Building A2), No. 2 Yejing Street, Xintang Town, Zengcheng District, Guangzhou
Support Email: service@cilreno.com
Contact Phone: +86 13683961572
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)