Returns & Exchanges

Last updated: 3 August 2026

We want you to be genuinely happy with your Citizen product. If something isn't right, you have 7 days from the date of delivery to request a return or an exchange.

What you can do within 7 days

• Exchange your product for a different size, colour or model, subject to stock availability. If the new item costs more, we'll send you a payment link for the difference. If it costs less, we'll refund the balance.
• Return your product for a full refund of the product value.

Eligibility

To be accepted, the product must be unused, unwashed and undamaged, with all original tags, accessories, packaging and the invoice intact.

Products bought from physical stores or from other marketplaces cannot be returned or exchanged here. Please contact the store or marketplace you purchased from.

Non-returnable items: products marked "Final Sale" on the product page, and items damaged through misuse, normal wear and tear, or unauthorised repair.

How to raise a request

Email orders@citizenactivegear.com within 7 days of delivery with your order number, the item name, the reason for the return or exchange, and 2-3 clear photos of the product and its tag. You can also message us on WhatsApp at +91 97273 77255. We reply within one working day.

Pickup

Once your request is approved, we arrange a free reverse pickup through our courier partner. Our partner will make up to 3 pickup attempts. If the item cannot be collected across all three attempts, the request will be closed and you will need to raise it again. Please keep the product packed in its original box with the invoice inside.

If reverse pickup is not serviceable at your PIN code, we will ask you to self-ship the item by surface courier to our returns address below, and we will reimburse standard courier charges up to ₹150 on submission of the receipt.

Returns address: Citizen Umbrella Mfg. Ltd., Survey No. 43/P1 & 43/P3/P2, Ghimsa Kankariya, Village Sanjan, Umbergaon, Valsad, Gujarat, India. Please write your Order ID and registered phone number on the package.

Refunds

Once the item reaches us and clears a quality check, we initiate your refund within 2 working days.

• Prepaid orders: credited to the original payment method within 5-7 working days.
• Cash on Delivery orders: refunded to your bank account or UPI ID through a secure payout link sent to your registered mobile number and email.

Exchanges are dispatched within 2 working days of the returned item clearing quality check, and you will receive a fresh tracking link.

Damaged, defective or wrong item received

Please write to orders@citizenactivegear.com within 48 hours of delivery with photos and, where possible, an unboxing video. We will arrange a free replacement or a full refund including any shipping charges.

Order cancellation

You can cancel any order free of charge before it is dispatched. Email or WhatsApp us with your order number. If the order has already shipped, please use the returns process above.

Need help?

orders@citizenactivegear.com
+91 97273 77255
Monday to Saturday, 10:00 am - 6:00 pm IST