Returns Overview
We offer a 30‑day return period from the date you receive your order. This allows you to request a return if your purchase does not meet your expectations, subject to the conditions below.
This policy applies only to purchases made directly through citizenwatches.com.au and does not apply to purchases made through authorised retailers or third‑party marketplaces.
Eligibility for Returns
To be eligible for a return, items must:
- Be unworn, unused, and in original condition
- Be returned with all original packaging, tags, manuals, and protective materials
- Include proof of purchase
- Not show signs of wear, damage, or alteration
Returns that do not meet these conditions may be declined.
Change‑of‑Mind Returns
We accept change‑of‑mind returns within 30 days of delivery, provided the item meets the eligibility criteria above.
Return shipping costs for change‑of‑mind returns are the responsibility of the customer, unless free returns are explicitly offered as part of a promotional campaign.
Original shipping charges (if any) are non‑refundable.
Faulty, Damaged, or Incorrect Items
If you believe your item is faulty, damaged, or incorrect, please contact us as soon as possible after delivery so we can assess the issue.
Where a return is required due to a fault, damage, or error on our part, we will provide instructions and cover reasonable return shipping costs, in accordance with Australian Consumer Law.
Sale Items & Exclusions
- Sale items are not eligible for change‑of‑mind returns.
- Gift cards are non‑returnable.
This does not affect your rights under Australian Consumer Law, including rights relating to faulty or misdescribed products.
Exchanges
At this time, we do not offer direct exchanges.
If you wish to purchase a different item, you may return the original item (subject to this policy) and place a new order once the return is approved.
How to Start a Return
To start a return, you can contact us at nationalsales@citizenwatches.com.au
Please note that returns will need to be sent to the following address:
Citizen Watches Returns
PO BOX 748, Chatswood, 2057
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at NationalSales@citizenwatches.com.au
Return Shipping Responsibility
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Change‑of‑mind returns: Customer is responsible for return shipping and risk of loss during transit
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Faulty or incorrect items: Return shipping will be arranged or reimbursed by Citizen Watches Australia
We recommend using a tracked and insured shipping method, as we are not responsible for items lost in transit.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
- Refunds are issued to the original payment method
- Refunds are typically processed within 10 business days of inspection
- Your bank or payment provider may take additional time to finalise the refund
If more than 15 business days have passed since your return was approved, please contact us for assistance.
Promotional Free Returns
From time to time, Citizen Watches Australia may offer free returns as part of a promotional campaign.
Where stated, free returns apply only to eligible orders placed during the promotional period and are subject to the specific promotion’s terms and conditions.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under Australian Consumer Law.
Contact Us
If you have any questions regarding returns or refunds, please contact at NationalSales@citizenwatches.com.au
