Refund policy

Returns

If you wish to return an item, you have the right to do so within our 14-day return window, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We do not arrange collections, and you will need to arrange for a return at your own expense. Please note the original shipping cost paid will not be reimbursed.

Start My Return: Please fill in our return form, and we’ll send you instructions on how and where to send your package. Please note personalised items cannot be returned. 

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions.

All Citron products are covered with one year warranty from the date of purchase. 

⚠️ Important: Personalised & Engraved Products

Please note that any customised products (including engraved items) are made uniquely for you and cannot be returned or refunded unless there is a manufacturing defect. Each item is individually laser-engraved by our team, which means that variations in size, shape, spacing, and colour of the engraving are completely normal. These differences are part of the engraving process and make every product one-of-a-kind. Please note that we are only able to personalise text. Emojis, symbols, or special characters cannot be engraved. By placing an order for a personalised item, you accept and agree to these natural variations.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

If an item is damaged in transit or arrives faulty, please contact us within 7 days after the item is received. We may request photos of the damaged item(s) to confirm the problem before giving a refund or sending a replacement. We may also ask the manufacturer to contact you directly to solve the problem.

Exchanges

The fastest way to ensure you get what you want is to return the item you have (only for the orders placed via our website), and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, minus any shipping costs. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Occasionally we offer free gifts with purchase. These are considered part of the purchase & must be included, in unused condition, with any such returns, in order for a full refund/ credit/ exchange to be given. If an item is returned without the free gift, we reserve the right to charge the full RRP for it, which will be automatically deducted from any refund made.