Returns Policy

At Cideema - Vancouver, we want you to love your purchase. If something isn’t quite right, this Returns Policy explains how to request and process a return.

Eligibility for Returns

To keep returns fair and consistent, please note the following conditions:

  • Return window: You may request a return within 14 days of receiving your item (delivery confirmation date).

  • Condition: Items must be unused, unwashed, undamaged, and in their original condition with all tags and labels attached.

  • Try-on vs. wear: Trying on is allowed; wearing the item beyond try-on (e.g., outdoors/use) is not.

  • Multiple-size intent: Ordering the same product in multiple sizes with the intent to return part of the order is not permitted.

  • Return costs: All return shipping costs (including international postage and any customs/duties on the return) are the customer’s responsibility.

  • Return after receipt only: A return can only be requested after the item has been physically received.

Non-returnable items (for hygiene/safety reasons): underwear, bodysuits, swimwear without hygiene seal, earrings, cosmetics, and final-sale items (if marked as such at checkout).

How to Start a Return

  1. Request approval: Email support@cideema-vancouver.com within 14 days of delivery, including:

    • Order number

    • Item(s) you wish to return

    • Reason for the return (brief)

  2. Receive instructions: We will reply with the return address of our supplier (based in China) and packing guidance.

  3. Ship your return:

    • Send the item(s) back at your own cost, including any customs/duty fees required on return.

    • Use a trackable shipping method and keep the proof of postage and tracking number.

  4. Inspection: Once received at the return facility, we’ll inspect the item(s) for eligibility (typically within 2–5 business days).

We strongly recommend a tracked/insured service. We cannot process a refund for parcels that do not reach the return facility.

Refunds

  • Method & timing: If the return is approved, we will issue a refund to your original payment method within 14 days of receiving the return at the designated address.

  • What’s refunded: Product price(s) only. Original shipping fees (if any) are non-refundable.

  • Processing time: Your bank or card issuer may require an additional 3–10 business days to post the funds.

If an item is returned used, washed, damaged, or without original tags/packaging, we may decline the refund and return the item to you.

Exchanges

We don’t offer direct exchanges at this time. If you need a different size or color, please place a new order and initiate a return for the original item following the process above.

Damaged, Defective, or Wrong Item Received

If you received a faulty or incorrect item, contact us within 48 hours of delivery at support@cideema-vancouver.com with:

  • Order number

  • Photos of the item, packaging, and shipping label
    If confirmed, we’ll provide a solution (replacement or refund). In such cases, return costs may be covered by us.

Liability & Address Accuracy

  • If tracking shows an order was delivered to the address provided at checkout, we are not responsible for loss or theft after delivery.

  • Address errors: The customer is responsible for entering the correct delivery address. Please notify us of any error within 24 hours of placing your order at support@cideema-vancouver.com.

  • Parcels returned to sender due to an incorrect or undeliverable address may incur additional reshipping costs.

Contact

For any questions regarding returns, please reach out to our Customer Care team:

Email: support@cideema-vancouver.com
Hours: Monday–Friday, 9:00–18:00 (GMT)