Return & Refund Policy

Last updated: June 23, 2026

Thank you for shopping with Citywide Shop (“we”, “us”, “our”). This policy explains when returns and refunds are available and how they work. By placing an order, you agree to this policy.

1. Return Window

You may request a return within 30 days of the delivery date for eligible items in new, unused, unopened condition with all original packaging, tags, manuals, and accessories.

2. Items That Cannot Be Returned or Refunded

The following items are final sale and are not eligible for return, exchange, or refund unless we sent the wrong item or the item arrived damaged or defective:

• Trading cards and trading-card products, sealed or opened, including packs, boxes, tins, singles, graded cards, and randomized collectible products.
• Items marked “Final Sale” or “Non-Returnable” on the product page, cart, checkout, receipt, or invoice.
• Gift cards, clearance items, opened consumables, intimate or sanitary goods, hazardous materials, flammable liquids or gases, and any product identified as non-returnable before purchase.

3. How to Start a Return – RMA and Our Label Required

All returns require prior authorization and a Return Merchandise Authorization (RMA) number, except for a carrier return-to-sender scenario.

To start a return, email [email protected] with your order number, the item you want to return, and the reason for the return. If approved, we will issue an RMA number and a prepaid return shipping label.

We do not provide a separate return address. The authorized return destination is built into the prepaid label we provide.

You must use our provided prepaid label for the return shipment. No other label, postage, carrier account, manufacturer address, warehouse address, or self-arranged shipment is accepted.

Returns sent without an RMA number and our provided prepaid label are not accepted, are not eligible for a refund, and may be discarded or returned to sender. The only exception is a return-to-sender package handled by the carrier.

4. Return Shipping and Risk of Loss

For authorized returns, we provide a prepaid return label at no upfront cost to you. Do not purchase return postage or ship the item using any other method.

You are responsible for protecting the item until carrier tracking for our provided label confirms delivery to the destination on that label. A carrier drop-off receipt is not proof that we received the item.

5. Inspection and Restocking

Returned items are inspected on receipt. Items returned used, damaged, incomplete, altered, missing parts, missing original packaging, or not matching the original order may be refused or subject to a restocking fee of up to 15%.

6. How and When Refunds Are Issued

Approved refunds are issued only to the original payment method used at purchase, after the returned item has been received and inspected. Refunds are processed within 5 business days of approval. Your bank or card issuer may take an additional 5 to 10 business days to post the credit.

7. If You Do Not See an Approved Refund

If a refund has been approved but you do not see it after the timeframe above, email us and we will provide the refund transaction ID and date so you can locate it with your bank. A refund is considered delivered once it has been issued to your original payment method, as shown by our processor’s records. Refund-status questions must be raised within 60 days of the refund date.

8. Chargebacks and Duplicate Recovery

If you have a concern about a charge, email us first so we can review and resolve the issue. If you file a chargeback or payment dispute for an order, that dispute is treated as your refund request for that order. You agree not to seek duplicate recovery for the same purchase, including a chargeback in addition to a refund, a returned item, or a second refund after one has already been issued.

We maintain order, payment, delivery, return-label, refund, and communication records and may provide them to the payment processor, card network, carrier, or other appropriate party in response to a dispute.

9. Damaged, Defective, or Wrong Items

If your item arrives damaged, defective, or incorrect, email [email protected] within 7 days of delivery with your order number and photos of the item and packaging. We will arrange a replacement, exchange, or refund at no cost to you when the claim is approved.

10. Return-to-Sender Packages

A carrier return-to-sender shipment is the only return we may process without an RMA. If a package is returned to us by the carrier because it was refused, undeliverable, or otherwise returned by the carrier, we will review it after receipt and inspection under this policy.

11. Contact

Email: [email protected]