Returns
You must notify us within 7 days of receiving your item if you wish to return it. You then have 14 days to ship the item back to us. Certain products may be exempt from returns including gift cards and certain jewellery items.
Only regular priced items may be refunded, unfortunately sale items and items marked as 'DISCOUNT' cannot be refunded. Live sale items from social media are also exempt from refunds, these are sold as seen.
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 the original packaging.
To complete your return, we require a receipt or proof of purchase.
Due to card processors and Paypal not refunding transaction fees, where an item is returned to us, or an order cancelled due to change of mind, there will be a restocking fee of 4% of the total transaction cost held back from the refunded amount to cover the non-returnable fees that can not be recovered. This will be waived if an error on our part has caused the cancellation, or a defective item has been sent to you.
Refunds
Once your return is received it will be inspected for damage to be approved for refund. If approved, 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, 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 still have not received your refund yet, please contact us at info@thecitrinecircle.com
Return Shipping
To return your product, you should mail your product to:
Stuart Dearnaley, The Citrine Circle, Second Floor, Lomeshaye Bridge Mill, Bridge Mill Road, Nelson, BB97BD
You will be responsible for paying for your own shipping costs for returning your item. International returns should be marked as 'return' to avoid customs and handling charges. Any import charges that are incurred from an international returns will be deducted from your refund.
If you are shipping an item over £25, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and aren't liable for any losses or damages during the return shipping.
