Dear Valued Customer,
Thank you for ordering a Cinderella incineration toilet. We are quite confident you will be pleased with your purchase, however if, for any reason, you are not completely satisfied with your purchase, you are welcome to return the product to us for refund or exchange.
We respectfully request that you do not use the toilet or product until you know you are happy with its setup, appearance or function. We cannot accept returns of any products that have been used or if there is evidence of wear or damage. Thank you for your cooperation.
For an item to be eligible for return:
- It must be returned within thirty (30) days of the shipment delivery date. After thirty days, all purchases are final and cannot be exchanged or refunded.
- It must be in new condition. Any products with evidence of wear or damage, or that have been used, cannot be returned or exchanged.
- It must include the original packing slip and invoice.
Please keep the original box in which your product was shipped until you are sure you are happy with your purchase. It should be shipped back in this same box, if you choose to return it.
Costs to Return
If you are returning an item due to an error made by Cinderella, or a defect, we will gladly credit the return shipping costs. For further information on product defects, please review our warranty.
If you are returning or exchanging your toilet for any other reason, the cost of returning the product is at the expense of the customer. In addition, a ten percent restock fee is required for non-warranty returns.
Sending Your Product to Us
Please take the following steps to send your product to us:
- Send an email to Customer Support, alerting us that you would like to send in your product. Be sure to include the following:
- Your order number
- If your order included multiple items, which item(s) you wish to send.
- The reason for sending (i.e. return, exchange, damage, etc.)
- The product for which you wish to exchange (if applicable)
- Complete photographs showing the condition of the product (in the case of shipping damage or a warranty request)
- Do not immediately ship your product. Customer Support will reply to your email within three (3) business days with further directions specific to your situation.
- After hearing back on your request to Customer Service, unless directed otherwise, package your product carefully in the box in which it was shipped to you. If this is not possible, have it packaged by a professional shipper to ensure no damage in transit. Be sure to save your receipt for proper reimbursement, if applicable.
- Ship the product back to us, using the address provided to you by Cinderella Support.
- Exchanges and warranty claims will be processed upon receiving the item you are returning and inspecting its condition. Cinderella USA is not responsible for packages lost or stolen while being returned so we kindly ask you to ship your return using a trusted carrier of your choice, and to consider insuring the package.
- Any refund amounts or fee differences will be processed once the processing of your request has been finalized. It may take up to fourteen (14) business days for any refund to reflect on your original form of payment. Please note that shipping charges are not refundable. A ten percent (10%) restocking fee will be deducted in the case of non-warranty returns.
If you have any questions regarding our return policies, please contact Customer Support.