Return & Refund Policy

Citric wants to make sure that shopping is clear, fair, and easy.
This Return & Refund Policy goes into great detail about how returns, exchanges, and refunds work.

1. Time to Return

Customers have 14 days from the day their product is delivered to ask for a refund.

The 14-day countdown begins on the day the tracking says "Delivered."

Requests for returns made after this 14-day period will not be entertained.

The return period is the same for both refunds and exchanges.

2. Conditions for being able to return

To be able to return an object, it must meet all of the following conditions:

  • The item must be in its original condition, unused, and unworn.

  • All original tags, labels, stickers, and protective films must stay on.

  • The item must be sent back in its original packing, which includes boxes, bags, cleaning cloths, authenticity cards, or any other accessories that came with it.

  • There can't be any traces of wear on the jewelry, such as scratches, bends, dents, discoloration, or residue.

Watches must not have:

  • Creasing in the strap

  • Scratches on the case, glass, or clasp

  • Marks for adjustments

Items that have been damaged by water or broken are not eligible.

Citric has the right to refuse the return or give just a partial refund if any of the foregoing conditions are not met.

3. Items that can't be returned

Citric won't take back:

  • Items that are tagged as "Final Sale," "Clearance," or "Non-Returnable"

  • Cards for Gifts

  • Items that are engraved or personalized just for you

  • Items that get damaged because they are used wrong, broken by accident, or not handled properly

  • Items that don't have their original package or accessories

  • Any item that is returned with clear signs of use or change

4. How to Return

Please follow these steps to ensure a smooth return process:

Step 1: Request a return email from Citric Customer Support with your order number, reason for return, and clear photos of the item/packaging. Step 2: Approval We will review your request within 24 hours. If approved, we will provide you with the return address and instructions. Step 3: Ship the Item. Pack the item securely to prevent damage.

  • Important: Customers are responsible for all return shipping costs. We recommend using a trackable shipping service, as Citric is not liable for returns lost or damaged in transit.

Step 4: Inspection & Decision Our team will inspect the item within 2-4 business days of receipt. You will then receive an email confirming if the refund is approved or rejected.

5. Refund Policy Processing Time:

Refunds are processed within 3 to 7 business days after the return is approved. Method: Funds will be returned to the original payment method only. Shipping Costs: Original shipping fees (especially expedited shipping) are non-refundable. Restocking Fee: A restocking fee of 15% (hoặc số tiền cụ thể) may be deducted if the returned item shows signs of handling or missing packaging but is still accepted by Citric. Note: We cannot issue refunds to third-party accounts or different cards.

6. Policy on Exchanges

Citric lets you make swaps under these conditions:

  • You must also ask for exchanges within the 14-day return period.

Customers can trade for:

  • The same product (wrong or broken item)

  • A different item (the price difference applies)

If the new item costs more, the consumer has to pay the difference.

If the item you want to exchange is out of stock, you may be able to get something else or store credit.

7. Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item:

  • You must report the issue within 5 days of delivery.

  • Please provide clear photos/videos of the item and the shipping packaging.

In these cases, Citric will cover all return shipping costs and provide a free replacement or full refund immediately.

8. Additional Notes

Citric reserves the right to refuse returns that do not meet the policy requirements.

Any abuse of the return system (e.g., repeated false claims) may result in account restrictions.

By purchasing from Citric, the customer agrees to this Return & Refund Policy.