Return Policy
RETURN & REFUND POLICY
At CITRAI, we want you to shop with confidence. If your diamond isn’t exactly what you envisioned, our return policy is designed to be clear, fair, and straightforward.
FOR U.S. CUSTOMERS
• Return window: Returns must be initiated and received by CITRAI within 30 days of the original purchase date. Items received after the 30-day return window will not be accepted or eligible for a refund.
• Complimentary return allowance: One complimentary return or order cancellation within a rolling 90-day period.
• Additional returns or cancellations: Any further returns or order cancellations within that window will incur a $50 restocking fee per item.
• Return shipping: A prepaid shipping label will be provided for all eligible returns.
FOR INTERNATIONAL CUSTOMERS
• Return window: You have 14 days from the delivery date to initiate a return. To be eligible for a refund, the returned item(s) must also be received by CITRAI within 14 days of the original delivery date. Items received after the 14-day return window will not be accepted and will not be eligible for a refund.
• Complimentary return allowance: One complimentary return or order cancellation (no restocking fee) within a rolling 90-day period.
• Additional returns or cancellations: Any further returns or order cancellations within that window will incur a $50 restocking fee per item.
• Return shipping: International customers are responsible for all return shipping costs, including postage, insurance, and any applicable customs fees.
RETURN ELIGIBILITY
To qualify for a return:
• The item must be in the same condition you received it — unused, unworn, and in its original packaging.
• Returns must be authorized prior to shipping.
• Custom-made rings are final sale and not eligible for returns or refunds.
• Price-matched items are final sale and not eligible for returns or refunds.
HOW TO START A RETURN
• Email support@citrai.com with your order number to request a return.
• If your return is approved, you will receive:
– A prepaid shipping label (U.S. customers) or international return instructions
– Guidance on how and where to send your package
REFUNDS
• Once your returned item is received and inspected, we will notify you if the refund is approved.
• Approved refunds are issued to your original payment method within 10 business days.
• Your bank or card issuer may require additional time to post the refund.
• If an order cancellation is approved after payment has been processed, any non-refundable payment processing fees may be deducted from the refund amount.
POLICY MISUSE
We reserve the right to suspend or revoke return privileges for customers who violate or attempt to circumvent these terms.