Terms and Conditions

Despatch and delivery

Citrefine International Limited offers FREE UK* standard postage & packing for your order.

We will ensure your order is despatched promptly and is sent out by first class post. We cannot be held responsible for failures within the delivery services that are outside our control. For this reason we always recommend you allow 3-5 working days for receipt of orders.

We cannot accept any responsibility for consequential loss resulting from late/failed delivery.

Please contact us before purchase if you require any information regarding expedited services and we will be delighted to help.

Email us at mailorder@citrefine.com to request further details prior to purchase.

*We don’t charge extra for Scottish Highlands, offshore British Isles, Grampian or Northern Ireland – you just need to allow a little longer for receipt because of distance and logistics, as with any carrier.

We carry large stocks, but occasionally an item may be out of stock. If so, we will notify you by email of the expected delay and either despatch you an alternative product, or send you a refund.

Returns and refunds

At Citrefine International Limited we are committed to selling quality products and hope you will enjoy using them, but we also know that from time to time you may choose to return something you’ve bought from us. Just a few simple steps are required.

Kindly contact us before any item is returned. Email is generally the quickest and simplest method for customers. You can email us at mailorder@citrefine.com. Your return can then be dealt with quickly and efficiently and ensures that you have all the information you need prior to your return. Any questions you may have can be asked at the time you contact us.

Refunds

Simply contact us within 7 days of receipt and ensure your goods are returned within 14 days. We cannot accept any returned items without prior notification. We can only provide a refund if the item you return is unused, undamaged and received by us within 14 days in an ‘as new’ condition as originally posted to you. The item is yours until we take delivery and refund your payment.

If you choose to return an item, you are responsible for the postage and packaging costs associated with your return. As you are responsible for the item/s whilst in transit, it is advisable to cover yourself against loss. Always retain your proof of posting until a refund has been processed. We aim to process all refunds within 48 hours of receipt and on the same day if possible. Refunds are processed by cheque.

Faulty or incorrect orders

If you have received an item that is faulty or not what you ordered, we sincerely apologise and ask that you please contact us immediately on receipt by email. We will promptly despatch a replacement to you at our expense (stock permitting) or arrange a speedy refund to you. Please do not return any item that is faulty or not what you ordered without contacting us first. We will not cover any postage costs that have not been agreed or authorised by our returns department. A returns number will be provided in this event to record on your returning package.

It is essential, to protect your item, that you use appropriate, secure packaging when returning your goods. If you return an item that, when received at our office, shows signs of damage in transit, we reserve the right to refuse the delivery and it will be returned to you by the delivering company.