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 take these procedures to make sure everything is clear and there are no delays:

Step 1: Make a request

Customers need to email Citric Customer Support with:

  • Your full name

  • Number of the order

  • Why you are returning

  • Pictures of the item (front, rear, and package)

Step 2: Get Approval for the Return

Citric will look over the request and get back to you within 24 hours.
If accepted, the buyer will get:

  • Instructions for returning

  • Address for return

  • Packaging rules that must be followed

Step 3: Send the Product

  • The consumer is in charge of sending the item back safely.

  • To keep things from getting damaged in transit, they must be packed in a safe way.

  • Citric is not liable for returns that are lost or destroyed in the mail.

Step 4: Check

Our Quality Check Team will look at the item within 2 to 4 business days of it arriving at our facilities.

Step 5: Get the final approval

After the examination, the customer will get an update saying if the return is:

  • Accepted

  • Approved with a partial reimbursement

  • Refused (with a clear reason)

5. Policy for Refunds

If the refund is approved:

  • The original payment method will get the money back.

  • Time it takes to complete a refund: 3 to 7 business days following approval.

  • You can't get your money back for shipping costs paid for express delivery.

Citric may charge a restocking fee or refuse to give you your money back if the item is returned worn, damaged, or with missing parts.

You won't get a refund for:

  • Other bank accounts

  • Payment methods from a third party that weren't used for the original purchase

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. The wrong item, the wrong item, or the item that was damaged when it got there

If the customer gets the wrong item, a broken item, or an order that isn't complete:

They have to tell someone about it within 48 hours of getting it.

Customers must send clear pictures and videos of:

  • The item

  • Packaging

  • Box for shipping

  • Any broken or missing parts

In these circumstances, Citric will pay for all the costs of fixing and replacing anything.

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.