Refund policy

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. A 25% restocking fee will apply to all returns. Shipping charges, taxes and duties are not refundable. Artwork fees are not refundable. Customer is responsible for the cost of return shipping and if applicable, the cost of re-shipment of items. International customers are responsible for return shipping and any taxes or duties that apply. We highly recommend using a trackable shipping method when returning items. 

To start a return, you can contact us at cginfo@citygrafx.com. Items sent back to us without first requesting a return approval will not be accepted. City Grafx has final decision on all return requests.

We ship to the address listed on your order. It is the responsibility of the buyer to ensure the shipping and billing addresses are correct when placing their order. If an order is returned to City Grafx for an incorrect address, it is the buyer's responsibility to pay for re-shipment of their order. Original shipping charges are not refundable.

You can contact us for any return question at cginfo@citygrafx.com.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your order arrived damaged, we will request pictures of the damaged product and if possible, pictures of the packaging it arrived in. Pictures will be requested by the shipping carrier.

Exceptions / non-returnable items
Certain items cannot be returned. Custom products, special orders, high quantity orders, custom printed items and engraved items are not eligible for return or refund. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale, custom or discontinued items.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method less the shipping charges, and a 25% restocking fee. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.