Smooth Sailing Returns & Exchanges
At Citrusreef Store, we want your experience with our ocean-inspired treasures to be as refreshing as a sea breeze. If your purchase doesn’t meet your expectations, we’re here to help with a returns and exchanges process designed to be as smooth as calm waters.
Return & Exchange Eligibility
We accept returns and exchanges for items that meet the following criteria:
- Items must be returned within 15 days of delivery
- Products must be in original condition – unworn, undamaged, and with all tags attached
- Original packaging must be included
- A proof of purchase is required
Non-Returnable Items
To maintain the integrity of our handcrafted ocean treasures, the following items cannot be returned or exchanged:
- Personalized or custom-made jewelry (including engraved pieces)
- Earrings (for hygiene reasons)
- Final sale items (clearly marked during purchase)
- Items that show signs of wear or damage not present at time of shipment
Step-by-Step Return Process
- Initiate Your Return Request
Contact our customer service team within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
- Wait for Authorization
We’ll respond within 2 business days with a Return Authorization Number and shipping instructions.
- Package Your Items Securely
Include all original items, packaging, and documentation. We recommend using a trackable shipping method.
- Ship to Our Address
Send your return package to:
Citrusreef Store
3397 Nash Street
Detroit, US 48227 - Processing
Once received, we’ll inspect your items and process your return or exchange within 3-5 business days.
Return Request Template
Copy and paste this template into an email to [email protected] with the subject line “Return Request – [Your Order Number]”:
Dear Citrusreef Store Customer Service Team,
I would like to request a return/exchange for my recent order.
Order Number: [Insert your order number]
Order Date: [Insert order date]
Item(s) to Return: [List item names and quantities]
Reason for Return: [Please specify – size issue, damaged, not as described, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]
Contact Information: [Your name and email address]
Thank you for your assistance.
Sincerely,
[Your Full Name]
Refund Information
Once your return is approved and processed:
- Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Processing Time: 3-5 business days after we receive and inspect your returned items
- Bank Processing: Additional 5-10 business days for the refund to appear in your account, depending on your financial institution
- Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the return is due to our error
Exchange Process
For exchanges to a different size or product:
- Follow the same return process outlined above
- Clearly specify your desired exchange item in your return request
- We’ll ship your new item once we receive and process your return
- Any price differences will be charged or refunded accordingly
Damaged or Incorrect Items
If you receive a damaged item or incorrect product:
- Contact us immediately at [email protected]
- Include photos of the damaged item or incorrect product
- We’ll arrange for a prepaid return label and expedite your replacement
- No return shipping charges will apply in these cases
Need Assistance?
Our customer service team is here to ensure your Citrusreef experience remains as beautiful as our ocean-inspired creations. Contact us at:
Email: [email protected]
Response Time: Within 2 business days
We appreciate your trust in Citrusreef Store and are committed to making every aspect of your journey with us as serene and satisfying as the ocean depths that inspire our collections.