Terms of service

Terms and conditions 

The use of this website is subject to the following Terms and Conditions and is conditional on your acceptance of these Terms and Conditions.

Any conditions stated on this website do not affect your statutory rights as a consumer.

These are the terms and conditions on which we supply products to you, whether these are goods or digital content.

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

How we accept and process your order

We contact you by email to confirm we've received your order and we've accepted it.  We contact you again by email when we dispatch the product and provide you with a tracking number.

Prices

All prices include the current applicable VAT rate. The Price payable for the goods you purchase, or order are as set on our website, at the time you submit the order, plus any charges for delivery as advised to you.

Price information is subject to change without notice but will not affect paid orders.

Discounts

Discounts and promotional offers are subject to availability and may be withdrawn or amended at any time without notice. Only one discount code or promotional offer can be used per order. Discounts cannot be used in conjunction with any other offer, promotion, or discount code, unless explicitly stated otherwise. 

Payment

We must receive payment for the whole of the price of the goods you order and purchase, and any applicable charges for delivery before your order can be processed unless we have agreed otherwise in advance in writing.

By using a credit/debit card to pay for your order or purchase, you confirm that the card being used is yours or that you are authorised to use it. By using PayPal, Apple Pay or Google Pay you confirm that the account being used is yours.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. All PayPal, Apple Pay or Google Pay payments are subject to authorisation by PayPal. If the issuer of the card or payment system refuses to authorise payment, we will not accept your order or purchase, we will not be obliged to inform you of the reason for the refusal, and we will not be liable for the item not being delivered or provided to you. We are not responsible for the card issuer or bank charging the holder of the card as a result of our processing of your credit/debit card payment in accordance with your order or purchase or if PayPal charges you for making the order.

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

Availability and cancelled orders

All goods are subject to availability. While we endeavour to hold sufficient stock to meet all orders and purchases, we reserve the right to cancel your order if we have insufficient stock to supply or deliver the goods ordered and paid for by you. If this happens, we will attempt to contact you using the details you have provided to us to ask you how you wish to proceed. We may, at our discretion, process any part of the order which is available. Where goods are out of stock, we will refund you the price paid for such goods as soon as possible and in any case within 30 days.

Sometimes we cancel orders, for example, because a product is unexpectedly out of stock, because of our inability to obtain authorisation for your payment, because a credit reference we have obtained is unsatisfactory, because you are located outside the UK (including Northern Ireland), or because the product was mispriced by us. When this happens, we will let you know as soon as possible and refund any sums you have paid. We reserve the right to correct any errors from time to time.

Pre-order Items

Sometimes, we pre-sell items which are not available for immediate dispatch. "Pre-order" items should be clearly labelled on the website with the expected delivery date. Your FULL order will be dispatched once the pre-order item becomes available. If you require other items on your order, earlier than this, it is advised to make separate orders. Please note expected delivery dates are approximate, we do our very best to get them to you as soon as possible but we cannot be held responsible for loss due to late delivery.

Delays outside our control

If our supply of your product is delayed by an event outside our control (including, without limitation, accidents, extreme weather conditions, fire, explosion, flood, storm, earthquake, natural disaster, failure of telecommunications networks, inability to use transport networks, mechanical failures, acts of God, terrorist attack, war, civil commotion, riots, strikes, lockouts and other industrial disputes, acts or restraints of Government, and imposition or restrictions of imports or exports), we contact you as soon as possible to let you know and do what we can to reduce the delay. We won't compensate you for the delay, but you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs (if any) we have already incurred.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or its packaging may be slightly different.

We charge you if you don't give us information we need.

We charge you additional sums if you don't give us information we've asked for about how we can access your property for delivery. For example, we might need to re-deliver on another vehicle or with extra manpower due to incorrect or incomplete delivery address.

Right to cancel

Your legal right to change your mind:

For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.

This is subject to some conditions, as set out below.

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.

Your legal rights

14 days to change your mind for online sales only

You pay costs of return

When you can't change your mind. You can't change your mind about an order for:

  • products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  • goods that are made to your specifications or are clearly personalised/customised;
  • goods that are not in their original packaging and in a sellable condition; and
  • goods which become mixed inseparably with other items after their delivery.

How to start a return

To start a return, please contact our Customer Service Team by filling in our online Return form. Items sent back to us without first requesting a return will not be accepted.

Return method and cost if you changed your mind

You have to return your product to us within 14 days of telling us you have changed your mind. Returns are at your own cost and minus any shipping paid. You can send the product back to us, using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it to the correct return address (as provided to you by us) and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won't refund you the price.

For help with returns, including our return address for products which can't be posted, see our Refund policy or contact our Customer Service Team.

Refund

If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

Our Customer Service Team will advise you via email about such circumstances.

We don't refund any extra you have paid for express delivery or delivery at a particular time.

When and how we refund you.

If you tell us you've changed your mind about a product that hasn't been delivered, we refund you as soon as possible and within 30 days.

Occasionally we offer free gifts with purchase. These are considered part of the purchase & must be included, in un-used 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.

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.

We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

 

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

·Up to 30 days: if your goods are faulty, then you can get a refund. 

·Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. 

·Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.  

We can change products and these terms

Changes we can always make. We can always change a product:

  • to reflect changes in relevant laws and regulatory requirements;
  • to make minor technical adjustments and improvements. These are changes that don't affect your use of the product.

Suspended supply of products or services

We can suspend the supply of a product or service and we do this to:

  • deal with technical problems or make minor technical changes;
  • update the product to reflect changes in relevant laws and regulatory requirements; or
  • make changes to the product or prices

We contact you to tell you if we are suspending the supply of the product;

If we suspend supply, we will contact you to ask if you want a refund for the product or you want to wait until the product can be delivered.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

  • you don't make any payment to us when it's due;
  • you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
  • you don't, within a reasonable time, allow us to deliver the product to you.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.

We use your personal data as set out in our Privacy Policy

How we use any personal data you give us is set out in our Privacy Policy.

Dispute resolution process

Our complaints policy. Our Customer Service Team will do their best to resolve any problems you have with us or our products as per our Complaints policy.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You cannot transfer your contract with us to someone else unless we agree to this. If we agree to this, we will only do so in writing. We can require the new owner to prove you transferred the product to them.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

Citron Affiliate Terms & Conditions

By joining the Citron Affiliate Programme, you agree to the following terms:

1. Eligibility & Participation

  • You must be 18 years or older to apply.

  • You acknowledge that participation in this programme does not make you an employee, agent, partner or representative of Citron in any official capacity.

  • All details provided in your application must be accurate and up to date.

  • By participating, you agree to share and promote Citron products across your social media platforms in a manner that aligns with our brand values.

  • Any gifted product or credit received through the affiliate programme is for promotional use only and must not be resold via any channel.

2. Application & Approval

  • All applications are subject to approval at Citron’s sole discretion.

  • You will be notified of your application status via Shopify Collabs.

  • Any offer of gifted product or gift card must be accepted in writing (email or DM) before dispatch.

  • Products offered for promotion are selected by Citron and may vary.

  • By accepting, you agree to create and share original, respectful content that reflects our brand.

  • You grant Citron the right to repost, share, and repurpose any content you produce as part of your affiliate partnership across our social media, website, and marketing channels.

3. Referrals & Commission

  • Commission is earned when purchases are made using your referral link or discount code, in line with our current commission structure.

  • Commissions apply to all eligible transactions, including discounted products.

  • Commission is only paid on completed orders. If an order is returned or cancelled, no commission will be due.

  • Citron may withhold commission payments for up to 15 days to accommodate return windows.

  • To receive payment, you must link your payout details via Shopify Collabs and enable auto payouts.

4. Code Use & Fair Practices

  • Your referral discount code can only be used on full priced items and cannot be used in conjunction with any other offer.

  • Your referral code and links should be shared only on your personal platforms or with your immediate network (e.g. friends and family).

  • Posting discount codes or referral links on third-party coupon or deal websites is strictly prohibited.

  • Use of paid advertising to promote your code or referral link (e.g. Google Ads or social media ads) is not permitted.

  • Any misuse of your affiliate privileges may result in removal from the programme.

  • If provided with early access to confidential information—such as product launches or exclusive campaigns—you agree to keep this private until the agreed release date.

5. Termination

Citron reserves the right to suspend or terminate any affiliate partnership at any time and at its sole discretion.

Governing Law and Jurisdiction

These terms and conditions are to be construed in accordance with the laws of England and in the event of any dispute or claim associated with these terms and conditions, that dispute or claim shall be subject to the exclusive jurisdiction of the English courts.

The terms of this contract.  This contract constitutes the entire agreement between you and us and supersede any and all preceding and contemporaneous agreements between parties. Any waiver of any provision of the Terms of Service will be effective only if in writing.  

Registered office:

Whitestep Limited
First Floor
690 Great West Road
Osterley Village
Isleworth
Middlesex
TW7 4PU
Company No. 06208613
VAT No. GB920363746