Refund policy

Return and Refund

CTOLITY is obligated to provide the return service to all customers. The return service is currently available to the country of purchase.

If the item is purchased from the CTOLITY official store, the authority to request return or refund is permitted.

If the item is purchased from distributors of CTOLITY, may follow the distributor policies. Please contact your distributor for further information.

Return and refund policies may vary according to local laws and regulations.

Order Cancellation

Customers can request a full refund within 24 hours after placing an order on ctolitypower.com. 

Please note that we will charge a transaction fee if you apply for the refund 24 hours after the order is placed and before delivery has been made (2.6% for credit card users, 3.6% for PayPal users, 3.3% for Klarna users).

Orders cannot be canceled more than 30 days after they are shipped.

Return

The return service is currently available to US orders only.

If you are unsatisfied with your purchase, you may return the purchased items complete in their original packing within 30 days of receiving them for an exchange or refund.

If 30 days have passed since your purchase, we cannot offer a refund or exchange.

For quality issues, we will give you a full refund or one-time free replacement within 30 days of receiving the items.

Please collect the package first if your order has been shipped and you want to return it. Then contact our CTOLITY Support via service@ctolitypower.com to obtain instructions to return.

Please note that a double shipping fee may be deducted from the original payment if you reject the shipments.

You’ll be charged for shipping and a transaction fee (2.6% for credit card users, 3.6% for PayPal users) in the event of a return on US orders.

Return Process

 Contact CTOLITY Support at service@ctolitypower.com to start the return process. Please provide them with proof of purchase, such as an invoice.

You will receive instructions on how to properly pack the products and return them to us. Please make sure all components are included in the package.

Refund 

After you have returned the product to our warehouse, we will issue a refund within 14 business days. You will be notified by email when your order is refunded. If you have not received the refund after 14 business days, please contact us via service@ctolitypower.com.

Return Shipping Cost

1. RMA provided by CTOLITY Customer Service

Once the item is received at CTOLITY warehouse and the validity is confirmed, the shipping cost for return will be deducted from the refund.

2. Self-paid Return  

Please contact CTOLITY Customer Service to get return details.

After-sale Service Contact

Email: service@ctolitypower.com

Phone: +852 7046 4015

Business Hours: Monday–Friday, 9:00 AM – 6:00 PM (GMT+8)

Address: Room 1003, 10/F, Witty Commercial Building, 1A-1L Tung Choi Street, Mongkok, Kowloon, Hong Kong