Warranty Policy

Citric is dedicated to making jewelry and watches that are of the highest quality and meet exacting standards of craftsmanship.
This warranty policy makes it very clear what is and isn't covered, as well as how consumers can ask for warranty support.

1. Warranty Coverage Period

All jewelry items from Citric are protected by a 6-month limited warranty from the date of delivery.

All watches are protected by a 12-month limited warranty from the date of delivery.

The warranty period begins on the day the tracking status shows “Delivered.”

The warranty applies only to products purchased directly from the official Citric store.

2. What the Warranty Covers

Citric's warranty covers faults that are the fault of the manufacturer, such as:

For Jewelry

  • Stone or crystal coming off because to problems with the production process

  • The clasp didn't break or stop working because it was used wrong.

  • Broken chains are caused by bad links or weak joints.

  • Plating flaws like peeling or changing color that happen during normal use

  • Structural problems include loose settings or welding that isn't done right

For Watches

  • Defects in the internal mechanics or movement

  • Broken hands, a dial that isn't lined up right, or a clock that doesn't maintain time

  • Problems with the crown, clasp, or adjustment mechanism that have to do with the manufacturer

  • Flaws in the case's structure that aren't caused by impact or misuse

Customers won't have to pay anything for any authorized warranty claims that need to be fixed or replaced.

3. What the Warranty Doesn't Cover

Citric's warranty does not cover:

Damage Done by Use

  • Dents, scratches, bends, or breaks that happen when something falls or hits something else

  • Damage by coming into contact with water, chemicals, perfume, sweat, or makeup

  • Tarnishing because of bad storage or being around moisture

  • Long-term use can cause wear and tear, like fading, loss of plating, or chain straining.

Changes made without permission

  • Items that third-party jewelers have resized, changed, or fixed

  • Watches that were opened or changed outside of an authorized servicing center

Theft or Loss

  • Stones that were lost because they were hit or pulled

  • Watches, jewelry, or other items that have been lost

Wrong Handling

  • Damage from pulling chains, forcing clasps, or putting too much pressure on them

  • Watches that aren't qualified for water resistance can get damaged by water.

  • Damage that happens when you don't follow care recommendations

Items Not Covered by Warranty

  • Gifts for free

  • Items on sale or clearance

  • Things that are older than the warranty period

Citric can refuse warranty claims that demonstrate symptoms of misuse or damage that was not meant to happen.

4. How to Make a Warranty Claim

Customers must do the following to get warranty service:

Step 1: Send in your request

If you need help, call Citrix Customer Support at

  • Your full name

  • Number of the order

  • A description of the problem

  • Photos and/or videos that clearly depict the problem

  • Pictures of the package or proof of authenticity materials (if you have them)

Step 2: Check the warranty

Citric will look over the request in 24 to 48 hours.

If the problem is covered under the warranty, the buyer will get:

  • Confirmation of the warranty

  • How to send back the broken item

  • The address to send it back to

Step 3: Send the Item

  • Customers need to package the goods safely so they don't get damaged in delivery.

  • Citric is not responsible for things that get lost or broken while they are being shipped.

Step 4: Check

Our technicians will check the merchandise within 3 to 5 business days after receiving it.

Step 5: Resolution

If the warranty claim is approved, Citric will:

  • Fix the item or

  • If the original model isn't accessible, replace it with the same or a similar one.

Citric will give a clear reason if the warranty claim is turned down.

5. Costs & Shipping

  • Warranty repairs and replacements are free.

  • Standard shipping for sending the replacement back to the customer is also free.

  • Customers are responsible for the cost of shipping the defective item to Citric.

  • Express or expedited shipping fees are not covered under the warranty.

6. Additional Notes

  • Abuse of the warranty system (exaggerated claims, repeated false claims, intentional damage) may result in restrictions.

  • The warranty applies only to the original purchaser and cannot be transferred.

  • Replacement items do not reset the warranty period; the original delivery date still applies.

  • By purchasing from Citric, the customer agrees to the terms of this Warranty Policy.