Refund policy
RETURNS & EXCHANGES
ALL SALE ITEMS ARE FINAL SALE. FINAL SALE ITEMS WILL NOT BE ACCEPTED FOR RETURN. NO EXCEPTIONS.
Undergarments, intimates, hair accessories, sunglasses and selected accessories are FINAL SALE.
CURB-SIDE ORDERS:
Full priced items are eligible for a full refund if returned within 7 DAYS OF PURCHASE, NOT 7 DAYS AFTER PICK-UP. Items must be unworn with tags on. STAMP CARD must be returned for a refund or return will be processed as exchange or store credit. After 7 days return will be exchange or store credit. After 14 days the items are not eligible for return.
SHIPPED ONLINE ORDERS:
Full priced products are eligible for a refund within 14 days of you receiving parcel. Sale items are final sale. Final sale items will not be returned. Original shipping cost will not be refunded. After 14 days returns will not be accepted.
Returned items must have all original tags and be unworn, unwashed, undamaged and unused. We will credit your original method of payment within 7 business days of return of item. Customers will be responsible for return shipping cost. If the package does not reach us safely we will not be able to complete the refund, so we suggest adding tracking.
ALL RETURNED ITEMS MUST MEET THESE REQUIREMENTS:
-Unworn, unwashed, undamaged and unused & no smell of cigarettes.
-Merchandise must have all tags and accessories attached.
-Footwear must include the original shoe box in its original condition.
-Final Sale and Special Order items may not be returned.
Items that do not meet these criteria are non-returnable, and will be denied.
Packages that arrive COD will be denied. Return Shipping costs are not reimbursed by Citrus.
We reserve the right to refuse a refund if the items have any signs of wear, alterations or damage. Please contact our customer service if you have any questions: info@citrusbtq.com or call 905-682-2222
HOW TO RETURN FOR A REFUND:
If you decide to return your item please contact us before sending it back. Email info@citrusbtq.com or call us 905.682.2222. We will require you to tell us the reason for the return. If you have received a faulty item we will require a photo of the flaw. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in packaging that is equivalent to what you received your package in. Securely repackage your tagged/unworn item along with your NAME, EMAIL and ORDER NUMBER. If you do not include this information we may not be able to refund you.
SHIPPING A RETURN
Mail the return to us at the below address using any trackable shipping method, at your expense to:
Citrus Boutique
111 Fourth Ave. Unit 16
St. Catharines ON
L2S 3P5 Canada
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days*.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
FAULTY PRODUCTS:
If you have received a product with a manufacturing fault we will replace it or refund the cost as long as it has been returned within 1 month of purchase. Anything outside of this time frame will be up to our discretion. Please note that wear and tear in the course of normal use is not considered a manufacturing fault. Please email info@citrusbtq.com with your name, email, order number & photos with a detailed description of what is faulty with your item along with any photos that help us understand what has gone wrong. After looking into your problem a decision will be made if the item will be replaced or you will be reimbursed.
PLEASE NOTE RETURNS/ EXCHANGES WILL NOT BE ACCEPTED AFTER 14 DAYS.
PRIVACY POLICY:
At Citrus Boutique, we are committed to protecting your privacy. We will not distribute, sell or rent your name or any personal information about you to third parties. Of course, we will cooperate fully should a situation arise where we are required by law or legal process to provide information about a customer.