RETURNS AND REFUND POLICY

Effective Date: Aug 24, 2026

At Citylux, we take immense pride in the quality and craftsmanship of our leather jackets. We want you to be completely satisfied with your purchase. If your jacket does not meet your expectations, we offer a transparent, fair, and straightforward return and refund process compliant with United States consumer protection guidelines.

1. RETURN WINDOW

You have 30 days from the exact date of carrier delivery to request a return. If 30 days have passed since delivery according to carrier tracking data, we unfortunately cannot offer a refund.

2. ELIGIBILITY & RETURN CONDITIONS

To be eligible for a successful return and refund, your leather jacket must meet the following criteria:

Item Condition: The jacket must be completely unworn, unwashed, unused, and in the exact condition received.
Tags & Packaging: All original brand tags, security loops, and original packaging must remain intact and attached.
Non-Eligible Returns: We cannot accept returns showing signs of wear, perfume/body odors, smoke, cosmetic stains, or physical alterations. Items damaged by customer misuse or improper handling after delivery are strictly non-refundable.

3. RESPONSIBILITY BREAKDOWN (WHO PAYS FOR SHIPPING & LABELS)

Determining shipping costs and label responsibilities is based on the following three clear steps:

Step 1: Change of Mind / Customer Choice

If you decide to return an item due to a change of mind, personal preference, or ordering an incorrect size after the handling period has passed, the customer is fully responsible for purchasing and paying for the return shipping label.

Step 2: Damaged or Defective Items

Our / Carrier Fault: If the item arrives damaged, defective, or suffers transit failure caused by Citylux, our packaging, or our courier partners, Citylux takes full responsibility. We will provide a pre-paid return label and issue a full replacement or refund at no cost to you.
Customer Caused Damage: If the product is damaged due to customer misuse, improper care, or post-delivery accidents, the customer remains fully responsible, and no refund will be issued.

Step 3: Wrong Items Sent

Our Fulfillment Error: If we accidentally send you the wrong item, color, or size, Citylux will pay for all return shipping costs and send the correct item immediately.
Customer Selection Error: If the wrong item was selected by the customer at checkout, the customer is responsible for return shipping costs.

4. EXCHANGES POLICY

We do not offer direct product exchanges. If you require a different size, color, or style, simply follow our standard return process to return the unwanted item for a refund, and place a new order directly on our website at your convenience (enjoying our standard Free Shipping on your new order).

5. RESTOCKING FEES

At Citylux, we believe in straightforward pricing:

Restocking Fee: $0.00 USD. We do not charge any restocking, processing, or administrative fees on returned items.

6. HOW TO INITIATE A RETURN

To ensure proper routing, please follow these steps:

Contact our support team via email at support@citylux.shop with your Order Number and clear photos of the item (and packaging, if damaged).
Our team will review your request within 24 business hours. Upon approval, we will provide a verified Return Merchandise Authorization (RMA) number and specific shipping instructions to our processing warehouse.

Important Notice: Please do not send your purchase back to our processing facility or to our Honolulu mailing address without prior RMA confirmation. Unauthorized returns sent without approval will be rejected.

7. REFUND TIMELINE & PROCESS

Inspection: Once your return package arrives at our processing facility, our team will inspect the item within 2–3 business days.
Approval Email: We will send you an email notification confirming receipt and informing you whether your refund has been approved or rejected based on item condition.
Processing Time: Approved refunds will be processed immediately back to your original payment method (Stripe/Credit Card or PayPal). Refunds typically reflect in your bank account within 10 business days, depending on your financial provider.
Late or Missing Refunds: If you haven’t received your refund after 10 business days, please check your bank account or contact your card issuer. If you still have not received your funds, please contact us at support@citylux.shop.