Refund policy
RETURNS & GUARANTEE
At CLTCMXY, we want you to feel comfortable with your purchase. If your travel pillow is not right for you, contact us within 60 days of delivery to request a return.
For return requests, cancellations, or questions, email support@cltcmxy.com.
60-Day Returns
You may request a return within 60 days of receiving your order. Please contact us before sending anything back so we can provide return instructions and the correct return address.
For change-of-mind or personal-preference returns, items must be unused, unwashed, clean, and undamaged, with all included accessories. Opening the packaging to inspect the pillow does not affect your return eligibility, provided the item meets these conditions.
For hygiene reasons, pillows that have been used or washed are not eligible for change-of-mind returns. These conditions do not restrict returns for damaged, defective, or incorrect items, or your rights under applicable consumer law.
Returns must be shipped to our designated return address in mainland China. For change-of-mind or personal-preference returns, customers are responsible for international return shipping costs. These costs vary depending on your location and chosen carrier.
Original priority or expedited shipping fees are non-refundable for change-of-mind returns. We do not charge a restocking fee.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact support@cltcmxy.com within 60 days of delivery.
Include your order number, a description of the issue, and clear photos of the item and packaging. This helps us review the issue and arrange a suitable solution.
Once the issue is confirmed, we will offer a replacement at no additional cost or a refund. If we require the item to be returned, we will cover the return shipping costs.
How to Request a Return
- Email support@cltcmxy.com with your order number and reason for the return.
- Wait for our return instructions and designated return address before shipping your package.
- Pack the item securely and include your name and order number inside the package.
- Send the package using a tracked shipping service and retain your shipping receipt.
Please take reasonable care of the item while it is in your possession. Where available, use the original packaging to help protect it during return shipping.
Sending a return to an address other than the one provided by our support team may delay processing. Our registered business address is not a designated return address unless our support team specifically confirms otherwise. We do not accept in-person drop-offs.
Order Cancellations
If you would like to cancel your order, email support@cltcmxy.com as soon as possible and include your order number.
If we can cancel your order before dispatch, we will issue a full refund. Once fulfillment or shipping has started, cancellation may no longer be possible. In that case, you may request a return under this policy after receiving the order.
Refunds
We will inspect your return and notify you of the approval decision within 3 business days of receiving it.
If approved, we will initiate your refund to the original payment method within 2 business days. After the refund is initiated, it usually takes 5–10 business days to appear in your account, although it may arrive sooner. Processing times vary depending on your bank or payment provider.
For eligible returns, we will refund the purchase price of the returned items. Original priority or expedited shipping fees are non-refundable for change-of-mind returns.
If the return results from a confirmed defect, damage, or an incorrect item, we will also refund any original shipping charges attributable to that item.
If your refund has not appeared within 10 business days after we initiate it, please contact support@cltcmxy.com.
Your Statutory Rights
This policy does not limit any mandatory consumer rights that apply in your country or region.
Contact Us
Brand: CLTCMXY
Operated by: Chengdu Yiruandan Trading Co., Ltd.
Unified Social Credit Code: 91510108MA6AEFK87N
Registered Address: Room 4, Floor 6, No. 266 Zhiqiang Road, Chenghua District, Chengdu, Sichuan, China
Website: cltcmxy.com
Email: support@cltcmxy.com