Refund policy
Cintrée 14-Day Returns Policy
At Cintrée, we’re committed to delivering high-quality products and exceptional customer service. If you’re not completely satisfied with your purchase, you may return your item within 14 days of receipt, subject to the following terms and conditions:
1. Eligibility for Returns
We offer refunds to your original payment method for all online purchases.
This policy applies for all payment methods including Pay Later payment methods.
Returns must adhere to the following:
- In original packaging
- No signs of wash/wear
- Tags must not be damaged or removed
- No stains/hairs/odours
We reserve the right to return your item back to you if it does not adhere to the above. You will be responsible for covering the costs of the item being returned.
1.5. For faulty items, please contact our Customer Service team within 48 hours of receipt, providing your order number and clear images of the issue. Items are classified as faulty if they arrive damaged or develop a fault within 2 month of purchase. Issues reported after this period will be considered general wear and tear.
1.6. Original shipping costs is non-refundable once purchased, regardless of any returns.
2. Initiation of the Return
2.1. To initiate a return, please follow these steps:
Register your return here to generate your pre-paid shipping label. You must return your item(s) within 14 days from the date of purchase.
- Provide your order number with the # and your email address.
- Select the item(s) you'd like to return.
- Choose whether you'd like to Return, Exchange or receive Store Credit for each item.
- Select the shipping method you prefer and receive a QR code
- Take your parcel to the nearest drop off point.
3. Return Shipping
3.1. You are responsible for the cost of return shipping.
Please note, your initial shipping fee is non-refundable if you decide to return your parcel. If you opt for self-shipping, please use a reliable shipping method with tracking to ensure the safe return of the item.
3.2. Please be aware that returns must be registered within 14 days of receiving your order.
4. Inspection and Approval
4.1. Once we receive your returned item, it will be inspected to ensure it meets the return eligibility criteria. We will notify you via email of the approval or rejection of your return.
4.2. If the return is approved, we will process your refund.
4.3 2.99 GBP (per request) will be deducted from your refund amount.
5. Refund Process
5.1. Refunds will be issued in the same form of payment used for the original purchase.
5.2. Please allow up to 14 days for the refund to be processed and for the credit to appear on your statement. The time taken for the credit to appear may vary depending on your financial institution.
6. Exclusions
6.1. Cintree London does not accept international exchanges. Returns are accepted for eligible items as outlined in this policy, but exchanges for international orders are not available.
7. Contact Information
If you have any questions or need assistance with your return, please contact our customer support team at contact@cintree.co
8. Changes to the Returns Policy
Cintrée London reserves the right to modify this returns policy at any time.
Any changes will be effective immediately upon posting on our website.
By making a purchase from Cintrée London, you acknowledge that you have read and agreed to this 14-day returns policy.