OUR HASSLE FREE RETURN POLICY


Thank you for ordering from CITRUSS, we hope you are happy with your purchase!

If you’re not completely satisfied, please check the below information on our return & exchange policy. 


Q1  Can I return or exchange a product I purchased on CITRUSS Web / App?

Yes, you can return or exchange a product only within 7 days from the delivery date. The item should be in its original packaging.

In case receiving any hygienic products such as jewelry, swimwear or underwear in a bad condition, you have the right to raise a complaint only within 24 hours.


Q2  How can I request a return or exchange?

There are many ways you can request a return or exchange, please choose one of the following:

  • o   Contact Citruss customer service on one of our numbers that are available in your country{{link to contact us page}}.

  • o   Email us at customercare@citruss.com.

  • o   WhatsApp us on one of our numbers that are available in your country.

You can find our WhatsApp link on our website at the footer of the page or in the Main menu of our mobile App.

After you request a return or exchange, our customer service team will validate your case. Once confirmed, we will proceed with your request by scheduling a time to pick up the unwanted item through a courier.


Q3  What are the invalid cases for return & exchange?

In some cases, we will be unable to accept a return or exchange if any of the following conditions apply:

  • o   If you request a return or exchange after 7 days from the delivery date.
  • o   If the product is not in its original packaging.
  • o   If the product is used.
  • o   If the product is damaged due to misuse.
  • o   If you report a malfunctioning product after the warranty has expired.


Q4  I requested a return, how will I get a refund?

If you requested a return for your product, we will proceed with a refund that will be credited to your account. In case you used Cash on Delivery to fulfill your payment, a credited voucher will be issued for you so that you can use it in other purchases in the future. If you used a credit card or SADAD payment to pay for your purchase, the refund will be credited back to your bank account.

 

Q5  I received a product that I don’t want / like and I want to return or exchange it

In case you did not like the product, and it is in a good condition and sealed, you can get an exchange or refund depending on the payment method.

If you requested a return for your product, we will proceed with a refund that will be credited to your account. In case you used Cash on Delivery to fulfill your payment, a credited voucher will be issued for you so that you can use it in other purchases in the future. If you used a credit card or SADAD payment to pay for your purchase, the refund will be credited back to your bank account.

Please note, however, that the shipping fees will be excluded and you will have to pay the return fees in cash.

In case of an exchange, you will have to pay all the processing fees for returning and delivering the product back to us. If the new product has a higher price, you will need to pay the difference amount in cash, and in case the new product has a lower price, the difference amount will be credited to your CITRUSS account or will be refunded to your original payment method.


Q6  I ordered a wrong product, can I return or exchange it?

If you ordered a wrong product, and would like to return or exchange it, then you will need to pay the return/exchange fees.

If you requested a return for your product, we will proceed with a refund that will be credited to your account. In case you used Cash on Delivery to fulfill your payment, a credited voucher will be issued for you so that you can use it in other purchases in the future. If you used a credit card or SADAD payment to pay for your purchase, the refund will be credited back to your bank account.

Please note, however, that the shipping fees will be excluded and you will have to pay the return fees in cash.

In case of an exchange, you will have to pay all the processing fees for returning and delivering the product back to us. If the new product has a higher price, you will need to pay the difference amount in cash, and in case the new product has a lower price, the difference amount will be credited to your CITRUSS account or will be refunded to your original payment method.


Q7  I received a different product than the one I ordered, what can I do?

If you received a wrong product, you have the right to exchange it without paying any extra fees.

In case you want to return it, we will proceed with a refund that will be credited to your account. In case you used Cash on Delivery to fulfill your payment, a credited voucher will be issued for you so that you can use it in other purchases in the future. If you used a credit card or SADAD payment to pay for your purchase, the refund will be credited back to your bank account.


Q8  I have been told incorrect/misleading information about a product

If the information about a product was miscommunicated to you on TV, Web, Mobile App, or by one of our agents, you have the right to return or exchange the product.

In case you want to return it, we will proceed with a refund that will be credited to your account. In case you used Cash on Delivery to fulfill your payment, a credited voucher will be issued for you so that you can use it in other purchases in the future. If you used a credit card or SADAD payment to pay for your purchase, the refund will be credited back to your bank account.

If you would like to exchange the product, you will be required to pay any difference in price in cash, in case the new product has a higher price. If the product has a lower price, the difference will be credited to your CITRUSS account or refunded to your original payment method.


Q9  The product I received is not in its original packaging

If you received a product in different packaging. You have the right to return or exchange it within 7 days without paying any extra fees.

In case you want to return it, we will proceed with a refund that will be credited to your account. In case you used Cash on Delivery to fulfill your payment, a credited voucher will be issued for you so that you can use it in other purchases in the future. If you used a credit card or SADAD payment to pay for your purchase, the refund will be credited back to your bank account.

If you would like to exchange the product, you will be required to pay any difference in price in cash, in case the new product has a higher price. If the product has a lower price, the difference will be credited to your CITRUSS account or refunded to your original payment method.


Q10  I received/ordered the wrong size, what can I do?

If you received the wrong size for your product, you can return or exchange it within 7 days without paying any extra fees.

In case you want to return it, we will proceed with a refund that will be credited to your account. In case you used Cash on Delivery to fulfill your payment, a credited voucher will be issued for you so that you can use it in other purchases in the future. If you used a credit card or SADAD payment to pay for your purchase, the refund will be credited back to your bank account.

If you would like to exchange the product, you will be required to pay any difference in price in cash, in case the new product has a higher price. If the product has a lower price, the difference will be credited to your CITRUSS account or refunded to your original payment method.

In case you ordered the wrong size, you will pay all the required fees for the return or exchange. 


Q11  I received a product in a damaged condition or with an existing defect?

If you received a product in a damaged condition or with an existing defect. You have the right to return or exchange it within 7 days without paying any extra fees.

In case you want to return it, we will proceed with a refund that will be credited to your account. In case you used Cash on Delivery to fulfill your payment, a credited voucher will be issued for you so that you can use it in other purchases in the future. If you used a credit card or SADAD payment to pay for your purchase, the refund will be credited back to your bank account.

If you would like to exchange the product, you will be required to pay any difference in price in cash, in case the new product has a higher price. If the product has a lower price, the difference will be credited to your CITRUSS account or refunded to your original payment method.


Q12  Items under warranty with service centers

For items that have a service center in the customer’s respective country, the customer will need to contact the customer care department, follow up and coordinate to solve the issue. 

The service center will inspect the item and give you an answer. In case there is a misuse, the customer will need to pay the fees in full amount to repair the fault. In case the service center offers a home delivery service, these fees must be paid by the customer. 


Q13  The product I received malfunctioned while under warranty

If the product you bought from CITRUSS has a malfunction or defect while under warranty, you will be redirected to one of our supplier’s repair centers.

If there is no repair center available in your country, we will be responsible for receiving the product, checking the cause of the defect and will be advising regarding repair or replacement of the product.

If the defect is not a result of misuse of the product, we will be responsible for all the cost & fees of receiving, repairing, and replacement of the product.

In case of misuse of the product, you will be responsible for all the costs needed for repairing or replacing the product.

COD & delivery fees will be applied for all cases.

 

Q14  The product I received is missing an accessory, attachment, or product?

If the product you received is missing any accessory, attachment or product part, you should contact us within 7 working days and we will collect the product and send you a replacement of the product with the missing items without any additional charges.

If the order you received is missing a product, you should contact us within 7 working days and we will deliver all the missing items without any additional charges.