Support Center

Return and Refund

1. Order Cancellation

  • 24-Hour Window: Cancellations submitted via email to support@cinest.com within 24 hours of purchase are eligible for a full refund.

  • After 24 Hours: Orders enter production or processing and cannot be canceled, modified, or refunded.

2. Returns & Exchanges Policy

CINEST does not offer monetary refunds for delivered products under any circumstances. Delivered products are eligible for exchanges or replacement parts only. All exchange and claim requests (whether for personal reasons or product issues) must be submitted within 7 days of delivery.

  • Exchanges for Personal Reasons (Buyer's Remorse / Decor Mismatch):

    • Must be claimed within 7 days of delivery.

    • Requires a 50% exchange fee based on the actual price paid for the item.

    • Items must be in original, unassembled condition with complete original packaging.

  • Exchanges for Issues Caused by CINEST (Defects, Incorrect Items, Damage):

    • Must be claimed within 7 days of delivery.

    • CINEST will supply replacement parts or arrange a full product exchange at zero extra cost to you.

3. 2-Year Limited Warranty & Extended Warranty

  • 2-Year Product Warranty: For product quality issues arising after delivery, customers can contact customer service at support@cinest.com anytime within the 2-year warranty period to apply for after-sales repair, maintenance, or replacement parts.

  • Extended Warranty Option: Customers may purchase an extended warranty plan within 30 days of placing an order. Specific coverage details and pricing are subject to the official after-sales policy published on CINEST.com.

4. Shipping Damage

  • Packaging Requirement: Do not dispose of original packaging or inner protective materials upon delivery, as doing so will void transit damage claims.

  • With Shipping Insurance: Contact support@cinest.com within 7 days with photos/videos. CINEST will arrange free replacement parts or a full exchange.

  • Without Shipping Insurance: Transit damage is the responsibility of the carrier. Please contact the carrier with your tracking number to file a claim; CINEST will assist you throughout the process.

5. How to Submit a Claim

Email support@cinest.com with:

  1. Subject Line: "Claim - [Your Order Number]" (e.g., Claim ORD 123456).

  2. Required Documents: Proof of purchase, clear photos/videos of the issue or product condition, and a brief description.

  3. Processing: Claims are reviewed within 24–48 hours. Items sent back without prior written authorization will not be accepted.