Refund and Returns Policy

Effective Date: January 7, 2025

At Fresh Citeino, we strive to provide our customers with high-quality music instruments and products. If for any reason you are not completely satisfied with your purchase, we are here to help. Please read our Refund and Returns Policy below for details on how we handle returns, exchanges, and refunds.

1. Return Eligibility

To qualify for a return, the following conditions must be met:

  • Timeframe: Items must be returned within 30 days of the delivery date.
  • Condition: Items must be unused, in original packaging, and in the same condition as when you received them. If the item is damaged, defective, or you received the wrong product, please contact us immediately.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns and exchanges.

2. Non-Returnable Items

Certain products are non-returnable due to health and safety concerns or their nature. These include:

  • Items marked as Final Sale
  • Opened or used electronic instruments
  • Personalized or custom-made products

If you are unsure whether your item is eligible for return, feel free to reach out to us at info@freshciteino.com.

3. How to Initiate a Return

If you wish to return an item, please follow these steps:

  1. Contact Us: Reach out to our customer support team via info@freshciteino.com or call us at (585) 682-5534. Provide your order number, the item you wish to return, and the reason for the return.
  2. Return Authorization: Our team will provide you with a Return Authorization (RA) number, which you must include with your return shipment.
  3. Pack and Ship: Carefully pack your items in their original packaging, along with the RA number and proof of purchase. Customers are responsible for the return shipping costs unless the return is due to a defect or shipping error on our part.
  4. Return Address: Send your return to the following address:
    • Fresh Citeino Returns
    • 2035 E Kent Rd, Kent, New York, NY, United States

4. Refund Process

Once we receive your return, it will be inspected, and we will notify you of the approval or rejection of your refund. If your return is approved:

  • Refund Method: Your refund will be processed to the original payment method (credit card, PayPal, etc.).
  • Refund Timeframe: Please allow 7-10 business days for the refund to appear on your account after approval.
  • Partial Refunds: In certain cases, only partial refunds may be granted if items are opened, damaged, or missing parts not due to our error.

5. Exchanges

If you received a damaged or incorrect item, we will gladly offer an exchange. Please contact us within 30 days of receiving your order with the issue, and we will assist in sending you a replacement. We will cover the shipping costs for exchanges resulting from our error.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@freshciteino.com or call us at (585) 682-5534. We will guide you through the process of returning the item for a full refund or exchange. To expedite the process, please provide:

  • Photos of the damaged or defective item
  • A description of the issue

7. Late or Missing Refunds

If you haven’t received your refund yet, please follow these steps:

  1. Check your bank account or credit card statement for any pending transactions.
  2. Contact your credit card company or bank; it may take some time before the refund is officially posted.
  3. If you’ve done all of this and still haven’t received your refund, please contact us at info@freshciteino.com.

8. Shipping Costs for Returns

  • Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., defective or wrong item).
  • Non-Refundable Shipping Fees: Original shipping costs are non-refundable.

We recommend using a trackable shipping service or purchasing shipping insurance for items over $75, as we cannot guarantee that we will receive your returned item.

9. Customer Support

If you have any questions or need assistance with a return or refund, please reach out to our customer support team at:

We are here to ensure that your experience with Fresh Citeino is smooth and satisfactory.

By making a purchase on our website, you agree to abide by the terms and conditions of this Refund and Returns Policy.