Refund policy
Only for the orders placed via our website
If you wish to return an item, you have the right to do so within our 7-day return window, which means you have 7 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.
To start a return, please send an email to contact@mycitron.ca , and we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions.
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.
Defective products
If the entire order is returned, you will receive a full refund. If only part of your order is returned, you will receive a refund for those returned products only.
Closed non-defective products
Please note that the shipping cost will not be refunded. The total sum you will receive will be the amount of the products only.
Opened non-defective products
If you don't like the product you received, you can return it for a refund less shipping costs.
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. 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.
Our customer service will guide you with any return. In some cases, photo evidence is required to complete the process.
When a prepaid return label is offered by our customer service, be sure to use it as soon as possible. Citron Canada limits the use of these tags within 14 days of being issued. Items not returned within these allowed 14 days may be refused and returned.
Any discrepancy between the items received and the items ordered must be claimed within 7 days of delivery. Please contact our customer service by email with photos of the items received and the shipping label. Products received in error may be returned.
If a product is discontinued after purchase, we reserve the right to refund the product in lieu of offering a replacement.
PROMOTIONS / COUPONS / GIFTS
All free gifts / promotional products cannot be exchanged or refunded and must be returned if the associated product is returned.Due to a limited quantity, all free items will be on a first-come, first-served basis. No substitute would be offered.
Cash value coupons do not carry cash value and must be used in a transaction; the remaining amount will not be carried over.
Returns, Exchanges and Refunds for Purchases with Free Gifts, Included or Bonus Items
All products (whether defective or not) must be returned in their original condition, with original packaging material, intact warranty cards, manuals, instructions and any other items or accessories supplied by the manufacturer. If the purchase includes a free gift, included or bonus items, the gift/items must be returned as well for the return to qualify for a refund.
For verification and fraud prevention purposes, returns and exchanges of defective or non-defective products require your name, address and telephone number. A photo (or scan) of an identification document may be required for any additional confirmations. Returns with the original invoice will be processed on the original method of payment or store credits.
We do not refund delivery charges,
* We are not responsible for any returned packages due to an error in the delivery address, unless the order was placed by one of our agents.
* Locations with higher shipping costs than usual will be excluded from free shipping.
* If you placed an order and made a mistake, an additional $7.95 plus tax will be applied to reship the order.