Support Center

Return and Refund

1. Order Cancellation

All cancellation requests must be submitted via email to support@cinest.com, including your order number.

  • Before Shipment: Orders may be canceled before shipment, subject to a cancellation fee of 5% of the order amount.

  • After Shipment, Before Delivery: If you cancel your order or refuse delivery for personal reasons after the product has shipped, a fee of 20% of the order amount will apply.

These fees help cover processing and, where applicable, return transportation, warehouse receiving, product inspection, restocking, and repackaging costs.

2. Returns & Exchanges Policy

We understand that a product may not always be the right fit for your home. If you would like to request a return or exchange, please contact support@cinest.com so we can assist you.

Returns & Exchanges for Personal Reasons (Buyer’s Remorse / Decor Mismatch)

  • Requests must be submitted within 7 days of delivery.

  • A return or exchange fee of 50% of the actual price paid for the item being returned or exchanged will apply.

  • Complete original packaging is required for returns and exchanges.

  • The fee helps cover return transportation, warehouse handling, product inspection, restocking, repackaging, and potential losses if the item cannot be resold.

  • For approved returns, the refund will equal the actual price paid for the returned item, less the applicable return fee.

Product Issues (Defects or Incorrect Items)

  • If your product arrives with a visible defect or you receive an incorrect item, please contact support@cinest.com within 7 days of delivery so we can address the issue promptly.

  • For confirmed defects or incorrect items caused by CINEST, we will provide replacement parts or arrange a product exchange at no additional cost to you.

  • Product quality issues reported after the initial 7-day period may still qualify for support under our 2-Year Limited Warranty. The 7-day return and exchange window does not limit your eligibility to request warranty service.

  • For damage sustained during shipping, please refer to Section 4: Shipping Damage.

3. 2-Year Limited Warranty & Extended Warranty

  • 2-Year Product Warranty: For product quality issues arising after delivery, customers can contact support@cinest.com anytime within 2 years of delivery to request after-sales repair, maintenance, or replacement parts, subject to the applicable warranty terms.

  • Extended Warranty Option: Customers may purchase an extended warranty plan within 45 days after shipment. Specific coverage details and pricing are subject to the official after-sales policy published on CINEST.com.

4. Shipping Damage

Please report shipping damage to support@cinest.com within 7 days of delivery, including your order number and clear photos or videos of the damage.

  • Original Packaging: Please keep the original packaging and inner protective materials until you have inspected your product. These materials help us assess shipping damage and arrange any necessary return or exchange. If the packaging is no longer available, please contact us so we can review the available information.

  • With Shipping Insurance: CINEST will assist with your claim and arrange free replacement parts or a full product exchange for covered shipping damage.

  • Without Shipping Insurance: Please contact CINEST first. We will help you document the damage and coordinate with the carrier regarding the claim and available resolution options.

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 or videos of the issue or product condition, and a brief description.

  3. Processing: Claims are reviewed within 24–48 hours. Please obtain written authorization before returning any items so we can provide the correct return instructions and process your request properly.