Refund policy
Our Commitment
At CyanTor, we stand behind every product we sell. If something is not right with your order — whether it is a rolling salon trolley, an LED mirror case, a train case, or a professional organizer — we will work with you to make it right.
30-Day Return Window
We accept return requests within 30 days of the delivery date.
To be eligible for a return, all of the following must apply:
- Item is unused and in its original condition — no scratches, cosmetic residue, scuff marks, or signs of use
- Item is in its original packaging with all keys, locks, straps, dividers, mirror covers, charging cables, and accessories included
- Return request is submitted within 30 days of delivery
- Proof of purchase or order confirmation is provided
Important for LED and electronic cases: Cases with built-in LED lighting, USB charging ports, or mirrors must be returned with all original components intact. Units showing signs of charging or use may not be eligible for a full refund.
How to Start a Return
- Email support@cyantor.com with your order number and reason for return
- Our team will review your request within 1–2 business days
- If approved, you will receive return instructions and the return shipping address
- Pack the item securely in its original packaging and ship using a trackable service within 7 days of receiving return approval
- Once we receive and inspect the item, we will process your refund
Do not ship items back without prior approval. Unauthorized returns may be refused or delayed.
Return Shipping Costs
| Return Reason | Who Pays Return Shipping |
|---|---|
| Defective or damaged item | CyanTor covers return shipping |
| Wrong item received | CyanTor covers return shipping |
| Missing parts or incomplete order | CyanTor covers return shipping |
| Change of mind / no longer needed | Customer is responsible |
| Ordered wrong size or color | Customer is responsible |
We recommend using a trackable, insured shipping service for all returns. CyanTor is not responsible for returned packages lost or damaged in transit.
Original outbound shipping fees are non-refundable unless the return is caused by our error.
Damaged, Defective, or Incorrect Items
Please inspect your order carefully upon delivery. If your item arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 days of delivery at support@cyantor.com with:
- Your order number
- Clear photos or videos of the issue
- Photos of the product, all parts, and all packaging
- Photos of the shipping label
- A brief description of the problem
Once reviewed and approved, we will offer one of the following:
- Replacement of the item or missing parts
- Full or partial refund to your original payment method
- Store credit
Non-Returnable Items
The following are not eligible for return or refund:
- Items showing signs of use, cosmetic residue, scratches, or physical damage caused by the customer
- Items returned without original packaging, keys, locks, dividers, or accessories
- LED or electronic cases with signs of charging or use
- Items damaged due to misuse, overfilling, or improper storage
- Clearance or final sale items marked as non-returnable at time of purchase
- Gift cards
- Items returned without prior written approval from our support team
Refund Processing
Once your return is received and inspected, we will notify you by email of the outcome.
| Outcome | Timeline |
|---|---|
| Refund approved | Processed within 5–10 business days to your original payment method |
| Partial refund | Applied if item is returned incomplete or with minor issues |
| Refund denied | Item returned to you at your expense if conditions are not met |
Please note that your bank or payment provider may require additional time to post the refund to your account after we process it.
Exchanges
We replace items only if they are defective, damaged, or incorrect. We do not offer exchanges for change of mind or color preference. Contact us at support@cyantor.com with your order number and photos of the problem to request an exchange.
Missing Parts or Accessories
If your order arrives with missing keys, locks, dividers, straps, charging cables, or other accessories, contact us within 7 days of delivery with your order number and photos of what was received. We will send the missing items or provide a suitable resolution at no additional cost.
Order Cancellations
Orders may be canceled within 2 hours of placement, provided the order has not yet been processed or dispatched. Email support@cyantor.com immediately with your order number. Once an order has shipped, it cannot be canceled.
Contact Us
Email: support@cyantor.com
Address: 3120 Churchill Rd, Sacramento, CA 95864, USA
Support Hours: Monday–Saturday, 9 AM – 6 PM (PST)