We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com.
Please note that returns will need to be sent to the following address:
Citizen Watches Returns
PO BOX 748, Chatswood, 2057
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com
1.2.2 it will then apply through your acceptance of it by subsequent or continued use of the Platform and/or our Services.
2.1 Primary purpose. We collect your personal information to lawfully carry out our functions and activities and provide you our Services (Primary Purpose).
2.2 Related purposes. In addition to the Primary Purpose, we may use the personal information we collect and you consent to us using your personal information to:
2.2.1 provide you with further information about the Services you requested and any other services and events you may be interested in;
2.2.2 personalise and customise your experiences with us
2.2.3 help us review, manage and enhance our Services and develop insights used in reports or other content developed by us;
2.2.4 when considering making offers to job applicants and prospective employees or for employment purposes;
2.2.5 communicate with you, including by email, telephone and mail;
2.2.6 conduct surveys or promotions;
2.2.7 to process payments and administer your account;
2.2.8 investigate any complaints about or made by you, or if we have reason to suspect you have breached any relevant terms; or
2.2.9 as required or permitted by any law.
3.1 Personal information we collect about you may include:
3.1.1 identification information such as your name, address, telephone number, gender, email address, date of birth and location; and
3.1.2 financial Information such as identification documents, passwords, credit card details, bank account details and other related financial information.
3.2 We will only collect, hold, use or disclose your sensitive information with your consent.
4.1 How we collect. Your personal information may be collected:
4.1.1 when you complete an application, consent, purchase, account sign-up or similar form in paper, via our Platform or otherwise;
4.1.2 when you contact us to make a query or request or interact with our Platform;
4.1.3 when you participate in one of our Services, competitions or surveys;
4.1.4 from those who act on your behalf;
4.1.5 from publicly available information;
4.1.6 from government regulators, law enforcement agencies and other government entities;
4.1.7 from business contacts, external service providers and suppliers;
4.1.8 from prospective employees; or
4.1.9 by other means as we will reasonably inform you of (as relevant).
4.4 Minors. It is our policy to not collect personal information from persons who are under the age of 18 years or offer to send any promotional material to such persons.
4.5 Anonymity. You are not obliged to give us your personal information. If you would like to access any of our Services on an anonymous basis we will take reasonable steps to comply with your request, however:
4.5.1 you may be precluded from taking advantage of some of our Services; and
4.5.2 we will require you to identify yourself if:
4.6 Destruction. We will destroy or de-identify your personal information if the purpose for which we collected the personal information from you no longer exists or applies. Where a relevant legal requirement otherwise applies, we will retain in a secure manner your personal information for a period of seven years after which we may destroy it.
5.1 Primary use. We will only use and disclose your personal information:
5.1.1 for purposes which are related to the Primary Purpose; or
5.2 We will not use your personal information for any purpose for which you would not reasonably expect us to use your personal information.
5.3 We will not sell, trade, rent or license your personal information to third parties.
5.4 Direct marketing. At the time you provide your personal information, we will offer you a choice as to whether you want to receive direct marketing communications about services. If you choose not to receive these communications, we will not use your personal information for this purpose. We will otherwise only use or disclose your personal information for the purposes of direct marketing if:
5.4.1 we collected the information from you;
5.4.2 it is reasonable in the circumstances to expect that we would use or disclose the information for direct marketing purposes;
5.4.3 we provide you with a simple means to ‘opt-out’ of direct marketing communications from us; and
5.4.4 you have not elected to ‘opt-out’ from receiving such direct marketing communications from us.
5.5 You may opt out of receiving such communications by:
5.5.1 checking the relevant box on the form used to collect your personal information;
5.5.2 clicking a link on the email communication sent to you; or
5.5.3 contacting us using our contact details below.
5.6 We may offer you the opportunity to receive information from third parties regarding products or services that may be of interest to you. If you choose to receive such information, we may forward messages from such third parties to you. If we do so, we will not provide such third parties with any of your personal information.
6.1 How we disclose. We may disclose personal information and you consent to us disclosing such personal information to:
6.1.1 third parties engaged by us to perform functions or provide products or Services on our behalf;
6.1.2 your referees and former employers;
6.1.3 our professional advisors, including our accountants, auditors and lawyers;
6.1.4 our related bodies corporate;
6.1.5 persons authorised by you to receive information held by us;
6.1.6 a government authority, law enforcement agency, pursuant to a court order or as otherwise required by law;
6.1.7 a party to a transaction involving the sale of our business or its assets; and
6.1.8 any persons as required or permitted by any law.
6.2 We will not disclose your sensitive information without your consent, unless there is a need to disclose such information in accordance with the Privacy Act or to comply with any other regulatory requirement.
6.3 Overseas disclosure. We may in some circumstances send your personal information to other overseas recipients, for example due to our database servers or our parent company or subsidiaries (including any member of the Citizen Global Network) being located outside Australia or for processing by staff operating outside Australia who work for us or for one of our suppliers engaged to, among other things, fulfil your product orders, process your payment details or provide support services. It is not currently practical for us to list all countries in which overseas recipients of your personal information are located, however the likely locations of such recipients are: Europe, Asia, Oceania, Middle East, Africa and Americas.
6.4 If we send personal information to overseas recipients, we will take reasonable measures to protect your personal information such as ensuring all information is de-identified where appropriate before being transmitted. However, you acknowledge and agree that if we disclose your personal information to overseas recipients, we are not obliged to take reasonable steps to ensure overseas recipients of your personal information comply with the Privacy Act and the APPs.
7.1 Access. You have a right to access your personal information, subject to certain exceptions provided for in the Privacy Act.
7.2 If you require access to your personal information, please contact us using our contact details below.
7.3 You are required to put your request in writing and provide proof of identity.
7.4 We are not obliged to allow access to your personal information if:
7.4.1 we reasonably believe that giving access would pose a serious threat to the life, health or safety of any individual, or to public health or public safety;
7.4.2 giving access would have an unreasonable impact on the privacy of other individuals;
7.4.3 the request for access is frivolous or vexatious;
7.4.4 the information relates to existing or anticipated legal proceedings between you and us and would not ordinarily be accessible by the discovery process in such proceedings;
7.4.5 giving access would reveal our intentions in relation to negotiations with you in a way that would prejudice those negotiations;
7.4.6 giving access would be unlawful;
7.4.7 denying access is required or authorised by or under an Australian law or a court/tribunal order;
7.4.8 we have reason to suspect that unlawful activity, or misconduct of a serious nature relating to our functions or activities has been, is being or may be engaged in and giving access would be likely to prejudice the taking of appropriate action in relation to the matter;
7.4.9 giving access would be likely to prejudice one or more enforcement related activities conducted by, or on behalf of, an enforcement body; or
7.4.10 giving access would reveal internal evaluative information in connection with a commercially sensitive decision-making process.
7.5 If you make a request for access to personal information, we will:
7.5.1 respond to your request within 14 days or otherwise within a reasonable period; and
7.5.2 if reasonable and practicable, give access to the information in the manner requested.
7.6 If we refuse to give access to the personal information because of an exception or in the manner requested by you, we will give you a written notice that sets out at a minimum:
7.6.1 our reasons for the refusal (to the extent it is reasonable to do so); and
7.6.2 the mechanisms available to complain about the refusal.
7.7 Correction. We request that you keep your personal information as current as possible. If you feel that information about you is not accurate or your details have or are about to change, you can:
7.7.1 contact us using our contact details below and we will correct or update your personal information; or
7.7.2 if you have created an account as a registered customer via our Platform then you can log on to your account to change your details.
7.8 If you otherwise make a request for us to correct your personal information, we will:
7.8.1 respond to your request within 14 days or otherwise within a reasonable period; and
7.8.2 if reasonable and practicable, correct the information in the manner requested.
7.9 If we refuse a request to correct personal information, we will:
7.9.1 give you a written notice setting out the reasons for the refusal and how you may make a complaint; and
7.9.2 take reasonable steps to include a note with your personal information of the fact that we refused to correct it.
8.1 In relation to all personal information, we will take all reasonable steps to:
8.1.1 ensure that the personal information we collect is accurate, up to date and complete;
8.1.2 ensure that the personal information we hold, use or disclose is, with regard to the relevant purpose, accurate, up to date, complete and relevant; and
8.1.3 protect personal information from misuse, loss or unauthorised access and disclosure.
8.2 We store your personal information on a secure server behind a firewall and use procedures including IP Blocking, whitelisting, and other security software and encrypted databases accessible only by authorised personnel to protect your personal information from unauthorized access, destruction, use, modification or disclosure. Any payment transactions will be through a PCI compliant payment gateway. We require staff and service providers to respect the confidentiality of personal information.
8.3 Your financial Information will always be stored and protected in compliance with the PCI Data Security Standards and will be reviewed and updated from time to time.
8.4 If you become aware of or suspect any misuse or loss of your personal information, please contact us immediately.
9.1 If you have a complaint about how we collect, use, disclose, manage or protect your personal information, or consider that we have breached the Privacy Act or APPs, please contact us using our contact details below. We will respond to your complaint within 14 days of receiving the complaint.
9.2 Once the complaint has been received, we will try to resolve the matter in a number of ways:
9.2.1 Request for further information: We may request further information from you. You should be prepared to provide us with as much information as possible, including details of any relevant dates and documentation. This will enable us to investigate the complaint and determine an appropriate solution.
9.2.2 Discuss options: We will discuss options for resolution with you and if you have suggestions about how the matter might be resolved you should raise these with our Privacy Officer.
9.2.3 Investigation: Where necessary, the complaint will be investigated. We will try to do so within a reasonable time frame. It may be necessary to contact others in order to proceed with the investigation. This may be necessary in order to progress your complaint.
9.2.4 Conduct of our employees: If your complaint involves the conduct of our employees we will raise the matter with the employees concerned and seek their comment and input in the resolution of the complaint.
9.3 After investigating the complaint, we will give you a written notice about our decision.
9.4 You are free to lodge a complaint directly with the Office of the Australian Information Commissioner (OAIC) online, by mail, fax or email. For more information please visit the OAIC website at http://www.oaic.gov.au/privacy/making-a-privacy-complaint.
Citizen Watches Australia Pty Ltd
Po Box 748
Chatswood, NSW, 2057
11.1 Personal pronouns: Except where the context otherwise provides or requires:
11.1.1 the terms we, us or our refers to Citizen Watches Australia Pty Ltd (ABN 14 000 496 720); and
11.1.2 the terms you or your refers to a user or visitor of the Platform and/or a customer to whom we provide the Services.
11.2 Terms italicised and defined in the Privacy Act have the meaning given to them in the Privacy Act.
APPs means any of the Australian Privacy Principles set out in Schedule 3 of the Privacy Act.
Citizen Global Network means any of our associated entities including those listed onCitizen Watch Global and subject to change from time to time.
Platform means our website citizenwatches.com.au hosted by 3rd party provider Shopify and any of our social media accounts or pages, including Instagram account Citizen Australia, Facebook page and Twitter account as applicable.
Privacy Act means the Privacy Act 1988 (Cth) as amended from time to time.
Services means our watch and timepiece products, warranty system, marketing and online social media sharing and networking services that we provide from time to time.
1.1 These Terms govern your use of and access to the Platform. By using the Platform, you agree to these Terms. If you do not agree to the Terms, you may not use the Platform.
1.2 We may change, vary or modify all or part of these Terms at anytime at our sole discretion, in which case:
1.2.1 we will post the new Terms on the Platform; and
1.2.2 they will apply to your use of and access to the Platform through your acceptance of them by subsequent or continued use of the Platform.
1.3 periodically for changes. If you object to any variation to these Terms, your only remedy is to immediately discontinue your use of the Platform.
1.4 By using the Platform, you affirm that you are 18 years or over or otherwise possess legal parental or guardian consent.
1.5 As long as you comply with these Terms, we grant you a personal, non-exclusive, nontransferable, limited privilege to enter and use the Platform.
3.1 Your access to the Platform may be suspended without notice in the case of system failure, maintenance or repair, for any reason beyond our control or otherwise in our absolute discretion.
3.2 We reserve the right to change or discontinue any website, page, functionality, feature or service on the Platform at any time.
4.1 To access or use certain parts of the Platform, you may be required to register as a user and open an account (including setting up an identification name and password) and agree to certain terms and conditions.
4.2 Where we have given you (or where you have chosen) a password that enables you to access certain parts of our Platform, you are responsible for keeping this password confidential. We require you to not to share this password with anyone.
4.3 When registering as a user of the Platform, you must provide us with:
4.3.1 accurate, complete and up-to-date registration information;
4.3.2 a form of identification to verify your identity, including but not limited to your name, contact phone number, email address and postal address; and
4.3.3 details of any changes to your registration information.
4.4 When registering as a user of the Platform, you must not:
4.4.1 register as a user multiple times; or
4.4.2 impersonate or create a user registration for any person other than yourself.
4.5 As a registered user of the Platform, you must:
4.5.1 ensure the security and confidentiality of your user registration details, including any username and/or password assigned to you;
4.5.2 notify us immediately if you become aware of any unauthorised use of your user details; and
4.5.3 not permit your user details to be used by or transferred to any other person.
4.6 You are entirely responsible for all activities which occur under your user details, including those as a result of your failure to keep your information secure and confidential (including unauthorised use of your credit card or other payment details).
4.7 If you believe someone has gained unauthorised access to your account you must notify us immediately via firstname.lastname@example.org. Once notified we may suspend or terminate your account and if appropriate, assist you in setting up a new account.
4.8 We reserve the right, in our sole discretion, to suspend or terminate your use or access to any part of the Platform, including if we believe you:
4.8.1 are abusing the use of the Platform;
4.8.2 have breached these Terms or any Service Conditions; or
4.8.3 are no longer an active user of the Platform.
5.1 You must not:
5.1.1 use the Platform in breach of any applicable laws or regulations;
5.1.2 use the Platform (or Content obtained from the Platform):
5.1.3 use the Platform to upload, post, transmit or otherwise make available (or attempt to upload, post, transmit or otherwise make available any Material that:
5.1.4 copy, store, alter, reproduce, republish, upload, post, display, transmit or distribute any part of the Platform or Content (other than a temporary copy held in your computer’s cache) to any other computer, server, website or other medium for publication or for any commercial enterprise or use, without our express prior written consent
5.1.5 use the Platform with the assistance of any automated scripting tool or software;
5.1.6 use code or other devices containing any reference to the Platform to direct other persons to any other web page;
5.1.7 attempt to gain unauthorised access to any portion or feature of the Platform, or any other systems or networks connected to the Platform or to any of our servers;
5.1.8 probe, scan or test the vulnerability of the Platform or any network connected to the Platform;
5.1.9 reverse look-up, trace, or seek to trace any information on any other user of or visitor to the Platform to its source;
5.1.10 use any device, software or routine to interfere or attempt to interfere with the proper working of the Platform or any transaction being conducted on the Platform or with any other person’s use of the Platform;
5.1.11 modify, adapt, sublicense, translate, sell, reverse engineer, decipher, decompile or otherwise disassemble any portion of the Platform or cause any other person to do so; or
5.1.12 delete any attributions or legal or proprietary notices on the Platform.
5.2 You may use Content and information on our Services purposely made available by us for downloading from the Platform, provided that you:
5.2.1 do not remove any proprietary notice language in copies of such documents;
5.2.2 use such information only for your personal, non-commercial informational purpose and do not copy or post such information on any networked computer of broadcast it in any media; and
5.2.3 make no modifications to any such information.
5.3 It is a parent’s responsibility to monitor their children’s use of our Platform. We require all legal guardians of minors to consent to using our Platform and explain our Terms.
6.1 By uploading, transmitting, posting or otherwise making available any Material via the Platform (where permitted), you:
6.1.1 grant us a non-exclusive, worldwide, royalty-free, perpetual, licence to use, reproduce, edit and exploit the Material in any form and for any purpose;
6.1.2 warrant to us that you have the right to grant the above mentioned licences;
6.1.3 warrant to us that the Material does not breach these Terms; and
6.1.4 unconditionally waive all moral rights (as defined by the Copyright Act 1968 (Cth)) which you may have in respect of the Material.
6.2 We reserve the right (but have no obligation) to:
6.2.1 review, modify, reformat, reject or remove any Material which you upload, post, transmit or otherwise make available (or attempt to upload, post, transmit or otherwise make available) that, in our opinion, violates the Terms or otherwise has the potential to harm, endanger or violate the rights of any person; and
6.2.2 monitor use of the Platform, and store or disclose any information that we collect, including in order to investigate compliance with the Terms or for the purposes of any police investigation or governmental request.
6.3 We are not responsible for, and accept no liability with respect to, any Material uploaded, posted, transmitted or otherwise made available on the Platform by any person other than us. We endorse any opinion, advice or statement made by any person other than us.
7.1 You assume total responsibility for your use of the Platform and any linked independent third party websites.
7.2 The payment gateways integrated into the purchase process made available through this Platform are not maintained or developed by third party service providers and are not maintained or developed by us. You use of such services is subject to the terms and conditions of use maintained by such third parties and we are not responsible to you for your use of their payment gateway services.
7.3 The Platform may feature or display links to websites operated by third parties including social media platforms such as Facebook, Twitter and Instagram. Such websites do not form part of the Platform and are not under our control. These third party websites may send their own cookies to users to collect data. We do not accept any responsibility in connection with any such website. If you link to any such websites, you leave the Platform entirely at your own risk.
7.4 You must not link to the Platform from any other website (or otherwise authorise any other person to link from a third party website to the Platform) without our prior written consent.
7.5 The Platform may feature or display third party advertising. By featuring or displaying such advertising, we do not in any way represent that we recommend or endorse the relevant advertiser, its products or services.
8.1 When you visit our Platform, our server collects certain anonymous information known as click-stream data, including:
8.1.1 the type of browser and system you are using;
8.1.2 the address of the site you have come from and move to after your visit;
8.1.3 the date and time of your visit;
8.1.4 your server's ISP address including your IP address (location);
8.1.5 your geographic location; and
8.1.6 whether this is your first visit to the site or how many times access to the site has come from your IP Address or mobile device (as the case may be).
8.2 We may collect this information for statistical purposes to find out how our Platform is used and navigated, including the number of hits, the frequency and duration of visits, most popular session times and popular categories or styles of products. We may use this information to develop a profile based on your use of the Platform and to evaluate and improve our Platform’s performance.
8.3 We may in some circumstances disclose aggregate Platform visitor information to advertisers. This information does not personally identify you, but allows advertisers to evaluate the number of users that have seen or linked to their advertisements on our Platform. Providing this information to advertisers helps us improve the Platform and ensure that it remains free.
9.1 The Platform contains Content that is protected by our Intellectual Property Rights and those belonging to third parties.
9.2 Except as expressly provided otherwise in the Terms, you do not have any right, title or interest in or right of use of any Content on the Platform.
9.3 Except where expressly stated otherwise, Content on the Platform is provided as general information only. It is not intended as advice and must not be relied upon as advice. You should make your own inquiries and take independent advice tailored to your specific circumstances prior to making any decisions.
9.4 You acknowledge and agree that:
9.4.1 transmissions on the internet are never completely private or secure and you understand that any message or information you send to or download from the Platform (where permitted) may be read or intercepted by others; and
9.4.2 we are not responsible for, and accept no liability in relation to, any other users’ use of, access to or conduct in connection with the Platform in any circumstance;
9.4.3 we cannot ensure that any data you download from the Platform (if you are permitted to do so) will be free of viruses or contamination or destructive features;
9.4.4 the Platform and its Content is delivered on an as-is and as-available basis;
9.4.5 we do not make any representations or warranties that your access will be uninterrupted, timely, secure, error free, or that any defects will be corrected, or that your use of the Platform will provide specific results or benefits and we will not be liable for the same; and
9.4.6 your sole remedy against us for dissatisfaction with the Platform or any Content or Material is to stop using the Platform.
9.5 If you think that the Platform has been accessed or used by another user in breach of the Terms, please email us at:email@example.com.
10.1 All express or implied representations, conditions, statutory guarantees, warranties and provisions (whether based on statute, common law or otherwise), relating to these Terms, that are not contained in it, are excluded to the fullest extent permitted by law.
11.1Indemnity: You indemnify and keep us indemnified in respect of all damages, losses, costs and expenses (including legal costs) that we may incur as a result of your use of, access to, conduct in connection with, breach or alleged breach of theseTerms.
11.2Lawful purpose: You shall ensure that thePlatform is used only for lawful purposes and in accordance with any applicable laws.
11.3Binding: These Terms shall bind our successors, administrators and permitted assigns and your executors and permitted assigns, or, being a company, its successors, administrators and permitted assigns.
11.4Assignment: We may without notice to you assign, transfer and/or sub-contract our rights and/or obligations (in whole or in part) under these Terms. You may not assign, transfer, hold on trust or otherwise delegate any of your rights or obligations under these Terms without our prior written consent.
11.5Severability: Each clause in these Terms is severable and if any clause is held to be illegal or unenforceable, then the remaining clauses will remain in full force and effect.
11.6Waiver: No failure, delay, relation or indulgence on our part in exercising any power, right or remedy precludes any other or further exercise of that or any other power, right or remedy.
11.7Governing law: These Terms shall be governed by the laws of the State of New South Wales.
12.1 Personal pronouns: Except where the context otherwise provides or requires:
12.1.1 the terms we, us or our refers to Citizen Watches Australia Pty Ltd (ACN 000 496 720 ) and
12.1.2 the terms you or your refers to a user of the Platform.
12.2 Defined terms: In these Terms, unless otherwise provided, the following terms shall have their meaning as specified:
Content means all text, graphics, user interfaces, visual interfaces, photographs, illustrations, audio,video, trademarks, logos, sounds, music, artwork and computer code including but not limited to the design, structure, selection, coordination,expression, look and feel and arrangement of such content contained on the Platform which is owned controlled or licensed by or to us and is protected by Intellectual Property Rights.
Intellectual Property Rights means all forms ofintellectual property rights (whether registered orunregistered) in copyright, designs, patents, trademarks, domain names, trade secrets, know-how, confidential information, and all other similar proprietary rights and all extensions and renewals thereof anywhere in the world which currently exist and/or are recognised in the future.
Material means any material in which you have Intellectual Property Rights provided by you for use on the Platform or in the production, development and supply of the Services to you including, but not limited to, text, illustrations, photographs, audio, video, any combination of these or other material.
Platform means the website at citizenwatches.com.au including its sub-domains regardless of how it is accessed by users (including via the internet, mobile phone or any other device or other means).
Service Conditions means our relevant terms and conditions for the supply of our products and Services as amended from time to time.
Services means our online shopping, catalogue and digital marketing services provided through the Platform.
Terms means these terms and conditions of access to the Platform and any additional terms, conditions, notices and disclaimers displayed elsewhere on the Platform, as amended from time to time.
All orders are processed within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
We offer free International Shipping and Delivery to New Zealand. International orders are processes within 3-5 business days.
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 3 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
Due to the value of our product unfortunately we cannot ship to PO Boxes, all orders need to be signed for.
If you have any further questions, please don't hesitate to contact us at email@example.com
Trade name: Citizen Watches AU
Postal address: Citizen Watches Returns PO BOX 748, Chatswood, 2057