This customer service policy applies to products sold in City Tent Club official website store, official Taobao store, and other directly operated sales channels or activities. If you purchased from other channels, please refer to the policy of the merchant.
30-day return policy
For all products you purchase through the official channels of City Tent Club, we provide a 30-day hassle-free return service. (except for custom-made products, clearance discount products, or other products marked as non-returnable).
Guidelines
- Please ensure you have the original proof of purchase. We can only process return requests from the original buyer.
- If you have not opened the package, you can initiate a return or exchange directly.
- If you have opened the package, please make sure:
- Product is unused, clean and unwashed.
- No damage or omission in the original packaging and all items in the packaging.
- After we receive your returned product, we will inspect it and return or exchange it for you according to the product status.
- You will need to pay for the return shipping fee.
Return method
Within 30 days after you received the products, you can send an email to [email protected] to apply for a return of products that meet the above guidelines. In your email, please provide the following information so that we can assess whether we can process your request:
- Proof of product purchase (if you purchase on the official website, please provide your user name and order number; if you purchase from the official Taobao store, please provide Taobao ID and order number; if you purchase offline, please provide a receipt or invoice.)
- Photo of the product in its current status.
We will reply within 5 working days to inform you whether we can process the return. After we confirm, please pack the product in the original packaging and send it to the return address provided by the customer service. We will process your refund or exchange after we have received and checked the status of the returned item. Refunds can only be made to the original payment account.
One year warranty
City Tent Club strives to improve the production quality standards of products and provide users with easy-to-use and durable products. All our products come with a one year warranty from the date of purchase to the original buyer. During this warranty period, if the product you purchased encounters problems caused by material, workmanship or manufacturing defects, we will provide you with free repairs, replacement products, and spare parts.
Eligibility
If you purchase the product from City Tent Club’s official website, official Taobao store and other official channels, or from our authorized dealers, you are eligible the one-year warranty service with the original proof of purchase.
Warranty is limited to product quality issues. Please understand that the following problems are not covered by the warranty:
- The product is damaged due to incorrect use or maintenance methods
- Damaged due to vandalism or accident
- Wear and tear from normal use of the product
Initiate warranty service
You may send an email to [email protected], or contact the customer service of the official Taobao store to initiate a warranty service. If you purchased the product from an authorized reseller, you also have the option to contact that reseller directly. The time period for repair and replacement may vary for different products, please contact customer service for details.
Please provide the following information when initiating the warranty service:
- Proof of product purchase (if you purchase on the official website, please provide your user name and order number; if you purchase from the official Taobao store, please provide Taobao ID and order number; if you purchase offline, please provide a receipt or invoice.)
- A description and pictures of the issue you are experiencing.
Please keep and provide us with proof of shipping cost if you are sending product to us. We will compensate you once we received it and the quality problem is confirmed. If the product we receive does not match the product you submitted for service, or it is not eligible for warranty service, you will need to pay for the shipping cost.