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How do I return a Product?


You must inspect your Product upon delivery. If you wish to reject a Product, we will only accept the return of any such Product in accordance with the following strict conditions.

If you are not completely satisfied with your purchase, you can return your Product(s) within 30 days from the date your order was placed provided that you unequivocally agree to the following:

  1. All Products must be returned to us in an unused condition and packed safely for shipping.
  2. Company delivery charges (which include postage and/or shipping costs) are non-refundable unless the Product purchased is faulty or the incorrect Product was shipped.
  3. If you made a user error resulting in the wrong choice of Product selected, or suffered a change in mind or otherwise, a 35% restocking fee from the purchase price (including all delivery charges) will be charged to you and all delivery charges are non-refundable.

Prior to returning any Product you must request a Return Authorisation Number, which can be obtained by completing a RMA request on your Order under the My Account page. Subject to your return request being approved, a Return Authorisation Number (‘Authorised Returns’) will be issued and details can be found under the My Returns page. For customers that checked out as 'guest', you may lodge an RMA request through our Guest RMA page.

To protect you/us from loss or damage, all Authorised Returns must be sent via registered post with a tracking number assigned to the shipment and the tracking number must be provided to the Company via email to: customerservice@citizenwatches.com.au for record keeping and traceability purposes.

Products returned without a valid Return Authorisation Number will be rejected and returned to you at your cost and will also incur a handling fee of 15% of the purchase price of the Product(s).

All Authorised Returns must be sent to the following Return Address:

Citizen Watches Australia P/L
C/-Warehouse Dock
P.O Box 6668
Frenchs Forest BH, NSW, 2086.
AUSTRALIA

All Return Authorisation Numbers are to be prominently marked on the front or rear of the return package.

I have received a faulty Product

If the Product you receive is faulty, please accept our sincere apologies for any inconvenience caused.

Please submit a RMA Request via your order under the My Account page and we will then advise on how to proceed. For customers that checked out as 'guest', you may lodge an RMA request through our Guest RMA page.

You have 30 days from the receipt of the faulty Product to return the Product to us. Any claims outside the 30 day period will be deemed null and void.

Subject to our obligations under Australian law and our right to simply repair the Product, the Company will give you the option to choose between the replacement of the Product or a full refund of the purchase price of the Product.

I have received an incorrect Product

If the Product you received is not what you originally ordered, please accept our sincere apologies for any inconvenience caused.

Please contact our Customer Service Department at +61 2 9452 7300 and we will then advise on how to proceed.

You have 30 days from the receipt of the incorrect Product to return it to the Return Address. Any claims outside the 30 day period will be deemed null and void.

Subject to our obligations under Australian law, the Company will give you the option to choose between the replacement of the Product or a full refund of the purchase price of the Product.

Right to cancel your Order

Any request to cancel your order will be considered at the Company’s sole discretion. If you wish to cancel an order you must make the request in writing and agree to pay an amount equal to all costs incurred by the Company in the preparation and delivery of the order, including any deemed cancellation fees.

Any decision by the Company is deemed final and accepted by you in its entirety.

General

This Agreement is governed by the law in force in New South Wales. Each party submits to the exclusive jurisdiction of the courts exercising jurisdiction in New South Wales, and any court that may hear appeals from any of those courts, for any proceedings in connection with this Agreement, and waives any right it might have to claim that those courts are an inconvenient forum.

Any provision of these terms or condition which is unenforceable or partly unenforceable is, where possible, to be severed to the extent necessary to make these terms or conditions enforceable, unless this would materially change the intended effect of this Agreement.