Återbetalningspolicy

We offer a 30-day return policy, meaning you have 30 days from receiving your item to request a return. To be eligible, items must be in the same condition as received, unused, with all labels attached, and in the original packaging. Proof of purchase is required.

How to Initiate a Return

To initiate a return, please contact us at info@citrinelle.com. Our customer service team will review your request and provide you with a return label along with instructions on how and where to send your parcel. Returns sent without prior approval will not be accepted.

Return Address

Approved returns should be sent to:
Monta Fulfilment UK
Unit 1 Richardson Way
Coventry CV2 2TA
United Kingdom

For your protection, we recommend using a trackable shipping method to ensure safe delivery of your return.

Return Costs

Customers are responsible for return shipping costs unless the item is defective or incorrect upon delivery.

Damages and Problems

Please inspect your order upon receipt and contact us immediately at info@citrinelle.com if the item is defective, damaged, or incorrect. We will evaluate the issue and resolve it promptly.

Exceptions/Non-Returnable Items

Certain items cannot be returned, including:

• Perishable goods (e.g., food, flowers, or plants)
• Custom-made products (e.g., personalized goods)
• Personal care items (e.g., beauty products)
• Hazardous materials, flammable liquids, or gases

We also do not accept returns for sale items or gift vouchers. If you have questions about a specific item, please contact us.

Exchanges

The quickest way to exchange an item is to return the one you have and make a separate purchase for the new item once the return has been authorized.

14-Day Right of Withdrawal for EU Customers

If goods are shipped to the EU, you have the right to cancel or return your order within 14 days without providing a reason. The items must be in the same condition as when you received them, unused, with labels attached, and in the original packaging. Proof of purchase is required.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds will be processed to your original payment method within 10 working days. Please note that it may take additional time for your bank or credit card issuer to process the refund.

If it has been more than 15 working days since your return was approved, please contact us at info@citrinelle.com.