Frequently Asked Questions

Orders are typically dispatched within 1–2 business days of placement. Delivery timelines depend on your location: metro cities generally receive orders within 3–5 business days, Tier 2 and Tier 3 cities within 5–8 business days, and remote or rural areas within 7–14 business days. You will receive a tracking link via email and SMS once your order is dispatched.

Once your order is dispatched, you will receive an email and SMS with your tracking number and a direct link to the courier partner’s tracking page. Tracking typically becomes active within 24 hours of dispatch. If you experience any issues with tracking, please contact us at support@citizenbath.com.

Shipping is free on all prepaid orders above Rs 999/-. Prepaid orders below Rs 999/- carry a flat charge of Rs 149/-. All Cash on Delivery (COD) orders carry an additional handling charge of Rs 199/- regardless of order value. The applicable charge is displayed clearly at checkout before payment.

Unfortunately, address modifications after order placement are not possible as the details are immediately forwarded to our warehouse for processing. If you need to change the address, we recommend cancelling the order within 24 hours and placing a new one with the correct details. If the order cannot be cancelled, it will be returned to us if undeliverable and we will contact you for re-dispatch.

At present, Citizen Bath ships exclusively within India. We currently do not offer international shipping. We are working to expand our reach and will announce international delivery options when they become available.

If you receive a delivery confirmation but have not physically received your parcel, please contact us within 24 hours at support@citizenbath.com with your order ID. We will immediately initiate an investigation with our courier partner. Claims raised after 24 hours of the delivery notification may be difficult to verify.

Estimated delivery dates are indicative and may vary due to courier delays, public holidays, or unforeseen circumstances. If your order is delayed beyond 15 business days from the expected delivery date, please contact us at support@citizenbath.com and we will escalate the matter with our logistics partner on your behalf.

Most Citizen Bath products purchased directly from our website are eligible for return within 30 days of the invoice date, provided they are unused, in original packaging, and in resalable condition. Customised products (such as Matte Finish Kitchen Sinks, PVD Coated items, or products with custom holes/finishes) are not eligible for return under any circumstances.

To initiate a return, please email us at support@citizenbath.com with your order number, the reason for return, and supporting photographs if applicable. Our team will review your request and respond within 24–48 hours with next steps including pickup scheduling.

Once the returned product is received and inspected at our warehouse, refunds are typically processed within 7–10 business days. For online payments, the refund is credited to the original payment method. For COD orders, we will request your bank account details and process the refund via bank transfer. You will be notified at each stage via email.

No. Shipping charges incurred on the original order are non-refundable in the event of a return. Refunds apply only to the value of the product returned.

Please report damaged or defective products within 48 hours of delivery by emailing support@citizenbath.com with your order number, a description of the issue, clear photographs, and an unboxing video. We strongly recommend recording an unboxing video for every Citizen Bath delivery. Once verified, we will arrange a replacement, exchange, or full refund at your preference.

Before returning, please record a clear packaging video showing all items being packed, photograph the sealed parcel before handover to the courier, and share both with us at support@citizenbath.com. All items should be returned in original packaging wherever possible. Non-compliance with packaging guidelines may result in your refund being withheld.

Yes. In pin codes where reverse pickup is unavailable, you may self-ship the product to our warehouse. We will reimburse reasonable courier charges upon submission of the courier receipt. Please contact us at support@citizenbath.com before self-shipping so we can provide the warehouse address and guidance.

If your payment fails but an amount is debited from your account, it will be automatically refunded by your bank or payment gateway within 7–10 business days. If the amount is not credited after this period, please contact your bank with the transaction reference number. You can also reach us at support@citizenbath.com for assistance.

Yes. You may cancel your order by logging into your Citizen Bath account within 24 hours of placement, while the order status is “Order Confirmed.” Once the order is dispatched, cancellation is no longer possible and you will need to accept delivery and then raise a return request as per our Return Policy.

Log into your Citizen Bath account, navigate to “My Orders,” select the order you wish to cancel, click “Cancel,” and provide a reason for cancellation. For urgent cancellations, we also recommend emailing support@citizenbath.com directly so our team can act promptly before the order is dispatched.

Yes. If you cancel your order before it is dispatched, you will receive a full refund of the amount paid including any shipping charges collected. The refund will be processed within 7–10 business days to the original payment method.

Partial cancellations are not currently supported through the website. If you wish to cancel specific items from a multi-item order, please contact us at support@citizenbath.com within 24 hours of placing the order and we will do our best to assist before dispatch.

Customised product orders (such as Matte Finish Sinks, PVD Coated drains, or products with custom holes or finishes) cannot be cancelled once they have entered production. We recommend reviewing all customisation details carefully before placing your order. If you have concerns, please contact us immediately after ordering at support@citizenbath.com.

We accept all major credit and debit cards, UPI, net banking, popular digital wallets, and Cash on Delivery (COD) on eligible products. EMI options may also be available on select orders through participating bank cards at checkout.

No. All prices listed on the Citizen Bath website are inclusive of all applicable taxes. The only additional charge that may apply is a shipping fee, which is displayed transparently at checkout before payment. There are no hidden costs.

Please double-check the payment details you have entered, including card number, expiry date, CVV, and billing address. Ensure your internet connection is stable and retry. If the issue persists, try a different payment method or opt for Cash on Delivery. If an amount was debited despite a failed payment, it will be automatically reversed within 7–10 business days.

Once your COD return is received and approved, our team will contact you to collect your bank account details (account number and IFSC code). The refund will then be processed via bank transfer within 7–10 working days of confirmation. You will receive an email notification once the transfer is initiated.

Yes. Citizen Bath uses industry-standard SSL encryption to secure all payment transactions. Card details saved on our platform are handled through PCI-DSS compliant payment gateways and are never stored directly on our servers.

Currently, only one payment method can be used per order. If you have a discount code or store credit, it may be applied at checkout in combination with your chosen payment method. For specific payment queries, please reach out to us at support@citizenbath.com.

Citizen Bath products are manufactured to high quality standards and perform well under normal water conditions. However, prolonged exposure to hard water with high mineral content can lead to scale buildup and surface deterioration. We recommend using a water softener in areas with very hard water and cleaning fixtures regularly with a mild, non-abrasive cleaner to extend product life. Note that hard water damage is not covered under warranty.

Citizen Bath does not provide on-site installation services at this time. However, our technical support team is available to assist you with installation guidance via voice or video call. Each product also comes with detailed installation instructions. For complex installations, we recommend engaging a qualified plumber.

Clean all fittings with a soft, damp cloth and mild liquid soap. Rinse thoroughly and dry after each clean. Avoid abrasive cleaners, bleach, ammonia, chlorine-based products, or steel wool as these can damage surface finishes and void your warranty. For PVD-coated products, avoid contact with hard or sharp objects that may scratch the finish.

Yes. Citizen Bath offers select customisation options including Matte Finishes on Kitchen Sinks, PVD Coating on Floor Drains and Shower Drain Channels, Centre Hole placement in Shower Drains, and custom Tap Holes or RO Holes in Kitchen Sinks. Please note that customised products are non-returnable and non-refundable. Contact us at support@citizenbath.com to discuss your requirements.

Citizen Bath products are available through our official website as well as through authorised dealers and distributors across India. To locate an authorised dealer near you, please contact us at support@citizenbath.com. Please note that warranty and return policies described on our website apply exclusively to purchases made directly through citizenbath.com.

Citizen Bath faucets and fittings are designed to perform optimally within a water pressure range of 0.5 to 5 bar. Operating outside this range may impact performance and could void your warranty. If you are unsure about your water pressure, we recommend having it tested by a qualified plumber before installation. Installation instructions included with each product contain specific pressure requirements.

Citizen Bath products come with a residential warranty of 2 to 10 years depending on the product category, and a 1-year commercial warranty for products installed in non-residential settings. Faucets, Kitchen Sinks, Drainage Solutions, and Sanitaryware carry a 10-year residential warranty. Please refer to our full Warranty Policy for category-specific timelines.

Email us at support@citizenbath.com with your proof of purchase (invoice), order ID, registered mobile number, and clear photographs or a video demonstrating the defect. Our support team will respond within 24–48 hours with guidance on the next steps.

No. The warranty covers manufacturing defects only. Accidental damage, damage from improper installation, exposure to hard water or corrosive materials, use of abrasive cleaners, unauthorised modifications, normal wear and tear, and damage from natural disasters are all excluded from warranty coverage.

Citizen Bath provides replacements only under warranty. Refunds are not issued for warranty claims. If the original model is discontinued, a product of equivalent value at the time of purchase will be offered as a replacement. The defective product will be collected via courier when the replacement is dispatched.

No. The Citizen Bath warranty is non-transferable and applies exclusively to the original purchaser at the original installation address. It does not extend to subsequent owners, tenants, or new installation locations.

You can browse and purchase products as a guest. However, creating a Citizen Bath account allows you to track your orders, manage returns, save your address, and access your order history. We recommend creating an account for a smoother experience, especially for warranty claims and repeat purchases.

You will receive an order confirmation email at your registered email address within a few minutes of successful payment. The email will include your order number, product details, and estimated dispatch date. You can also check order status by logging into your account on the Citizen Bath website.

Order modifications are not possible once an order has been placed, as it is immediately forwarded to our warehouse for processing. If you need to make a change, you can cancel the order within 24 hours and place a new one. For urgent requests, contact us at support@citizenbath.com as soon as possible.

Our support team is available via email at support@citizenbath.com. We respond to all queries within 24–48 business hours. For urgent matters, please mention “URGENT” in the subject line of your email.

On the login page, click “Forgot Password” and enter your registered email address. You will receive a password reset link within a few minutes. If you do not receive the email, please check your spam folder. If the issue persists, contact us at support@citizenbath.com.