Our Promise

Your satisfaction guaranteed

We want you to love everything about your new Citrus Reef purchase! However, if you are not completely happy with your item you can request an exchange, refund or reshipment within 14 days of receiving your order under our Returns Policy.

Unhappy with your purchase?

If for any reason you change your mind about the product you’ve received, please contact us within 14 days of receiving your order. To be eligible for a return, your item must be unused and in the same condition that you received it, in the original packaging.

How to exchange or return unwanted items

You will be responsible for paying your own shipping costs for returning or exchanging your item(s). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please do not to send any purchases back to us unless we authorize you to do so. To return or exchange your product, please contact us.

Please note: depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping a return item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Receiving A Refund

How it works

Once your return / refund request is received and inspected, we will send you an email to 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 a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank, there is often some processing time before a refund is posted. If you’ve done all of this and you’ve still not received a refund, please contact us.

Our Policy

When a refund will be issued

  • If your order is received damaged or faulty.
  • If you do not receive your order within the guaranteed timeframe of 45 days (not including 2-5 day processing time).
  • If you receive the incorrect item.
  • If you do not want the product you have received.

When a refund won't be issued

  • If your order does not arrive due to factors within your control e.g. providing the wrong shipping address.
  • If your order does not arrive due to exceptional circumstances outside of our control e.g. not cleared by customs, delayed by a natural disaster.
  • If an item is not returned in original condition and shows signs of any wear or tear.
  • If your item falls under any of the below criteria.
  • On products that are intimate or sanitary items.

Faulty goods

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. If your item is faulty when you receive it, you can return it for a refund within 14 days from the date you received it.

Please note: that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

Sale Items

During our sale clearance, products marked as Sale cannot be returned or exchanged.

Late Returns

Your purchase should be sent back to us within 14 days of receiving your order. Returns outside of this period may be accepted at the discretion of Citrus Reef.

Returned in original condition

All items must be returned new, unused and with all tags still attached. Returns that do not meet our policy will not be accepted and sent back to the customer.

Intimate or Sanitary Items

Items such as earrings and body piercing jewelry, hazardous materials, flammable liquids, gases or perishable goods such as food, newspapers or magazines cannot be returned.

Colours

We have made every effort to display the colors of our products that appear on Citrus Reef as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your Citrus Reef account or future orders being refused.

Need More Information?

See our Orders FAQ