Refund and Returns Policy – Effective Date: January 7, 2025

At FitCiteino, we strive to provide high-quality musical instruments and ensure customer satisfaction. If you are not completely satisfied with your purchase, we are here to help. Please read our Refund and Returns Policy below to understand how returns and refunds work for products purchased from fitciteino.com.

1. Return Eligibility

We accept returns for most products within 30 days of delivery. To be eligible for a return, the item must:

  • Be unused and in the same condition as you received it.
  • Be in the original packaging with all included accessories, manuals, and labels intact.
  • Not be a final sale or custom-made item, as these are non-returnable.

Exceptions: Some items may be subject to specific return restrictions, such as:

  • Items that have been opened or used (unless defective).
  • Digital downloads or gift cards.
  • Special or custom-ordered products.
  • Certain promotional or discounted items (marked as final sale).

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer support team at info@fitciteino.com or call us at (716) 532-2815 within 30 days of receiving your order.
  2. Return Authorization: We will guide you through the return process and provide you with a Return Merchandise Authorization (RMA) number.
  3. Shipping the Return: Once you receive the RMA number, securely pack the product and ship it back to us. You will be responsible for the return shipping costs unless the product was damaged or defective upon arrival.
  4. Inspecting the Return: Once we receive the returned item, our team will inspect it to ensure it meets the return criteria. If the item is eligible, we will process your refund.

3. Refund Process

Once your return is approved and processed, we will issue a refund to the original payment method. Please note:

  • Refunds will be processed within 5-7 business days of receiving the returned item.
  • Shipping costs are non-refundable, unless the return is due to an error on our part or a defective product.
  • For credit card payments, it may take 5-10 business days for the refund to appear in your account, depending on your bank or credit card issuer.

4. Defective or Damaged Products

If you receive a defective or damaged item, please contact us within 7 days of receiving the product. We will provide you with a prepaid return label and a full refund or replacement at no additional cost. Please provide photos of the damage or defect to assist in processing your return.

5. Exchange Policy

We do not offer direct exchanges. If you wish to exchange a product, please initiate a return for the item and place a new order for the desired product. Follow the return and refund process as outlined above.

6. Return Shipping Costs

  • Customer Responsibility: Unless the product is defective or damaged, you are responsible for the return shipping costs. We recommend using a trackable shipping service to ensure that the return reaches us safely.
  • Free Return Shipping: In cases where we have made an error in your order or if you received a defective or damaged product, we will provide free return shipping.

7. Non-Returnable Items

The following items are non-returnable:

  • Customized or personalized items.
  • Digital downloads.
  • Gift cards or vouchers.

8. Order Cancellations

Once your order has been processed and shipped, we cannot cancel it. If you wish to cancel an order before it has shipped, please contact us immediately. We will do our best to accommodate the request, but once the order is shipped, it will follow the standard return procedure.

9. Customer Support

If you have any questions or concerns about our Refund and Returns Policy or need assistance with a return, please contact us:

This Refund and Returns Policy is effective as of January 7, 2025. We reserve the right to modify or update this policy at any time. Please review it periodically to stay informed of any changes. Thank you for shopping with FitCiteino!