Refund policy

Returns & Cancellations

We want you to be happy with your purchase. If something isn’t right, eligible items may be returned within 7 days of delivery.

To be eligible for a return, the item must be unused, in its original condition, and returned with all parts, accessories, and original packaging included.

Please contact us at hello@ciofficial.com before sending anything back. We will provide the correct return address and return instructions. Unauthorized returns may be delayed or refused.

Non-Returnable Items

The following items are not eligible for return or exchange:

• Customized or made-to-order products, including but not limited to fonts, cutting dies, stamps, and other personalized items

• Sale, discounted, or promotional items

• Items that have been used, damaged, altered, or are missing parts or original packaging

• Maxita products once the protective seal has been opened

Please note that all Maxita hot foil stamping machines, including EC-17 and EC-27, are not eligible for exchange once shipped. We kindly ask customers to review all product details carefully before placing an order.

Return Shipping & Customs Duties

Customers are responsible for all return shipping costs, as well as any applicable customs duties, taxes, or related fees.

Original shipping fees, customs duties, taxes, and any other related charges are non-refundable.

For your protection, we recommend using a trackable shipping service. We are not responsible for returned parcels that are lost or damaged in transit.

Oversized or Heavy Items

Certain oversized or heavy products may incur additional return fees. If this applies, it will be clearly stated on the product page.

Return Location

Our return warehouse is located in Nuremberg, Germany. Please contact us before returning any item so we can provide the detailed return address and instructions.

Refunds

Once we receive your returned item, we will inspect it to confirm that it is unused, complete, undamaged, and in its original condition.

If your return is approved, your refund will be processed within 3 business days after inspection. Refunds will be issued to the original payment method.

Items that are used, damaged, incomplete, or not returned in their original condition may be refused or may not be eligible for a full refund.

Customs Holds & Transit Delays

If your parcel is held for customs inspection or delayed due to force majeure, carrier issues, customs processing, or other circumstances beyond our control during international transit, we are unable to cancel the order or process a return or refund while the parcel is still in transit.

Returns can only be handled after delivery, in accordance with our standard return policy.

Order Cancellations

f your order has not yet been shipped, you may cancel it and receive a full refund.

Once an order has been shipped, dispatched, or is in transit, it can no longer be canceled. However, you may apply for a return after receiving the item, subject to our standard return policy. Customers are responsible for any related return shipping costs, customs duties, taxes, or fees.

If you have any questions, please feel free to contact us at hello@ciofficial.com.