Return, Refund & Cancellation

We stand behind every product we craft. If for any reason you are not fully satisfied with your purchase from the Citizen Bath website, we offer an easy return process within 30 days from the date of invoice.

• Returns are accepted within 30 days from the date of invoice for products purchased directly from the Citizen Bath website.
• We dispatch all shipments with damage-free packaging and the utmost care. If you suspect your package has been tampered with, please contact us via email or WhatsApp and record a video while unboxing.
• If you receive an SMS or email confirming delivery but have not received your order, please contact our team within 24 hours of the delivery notification.
• Refunds will be initiated only after the returned product has been received and inspected at our warehouse.
• Shipping charges on the original order will not be refunded in the event of a return.

We process all refunds with transparency and without delay once the return has been verified.

• Refunds will be processed within 7–10 business days after we receive and inspect the returned merchandise.
• Only unused items are eligible for return and refund.
• For cash-on-delivery orders, reimbursements will be credited directly to your bank account. We will request your bank details after we receive your return request within 30 days of the invoice date.
• Refunds for online payments will be returned to the original payment method used at checkout.
• You will be notified via email once your refund has been processed.

We understand that circumstances change. Our cancellation policy is designed to be as accommodating as possible within operational constraints.

• You may cancel an order by logging into your Citizen Bath account within 24 hours from the date of placing your order.
• Cancellations will not be accepted once the order has been dispatched from our facility.
• If your order has already been dispatched and you no longer wish to keep the product, you may receive the delivery and subsequently initiate a return request as per our Return Policy above.

Customised products are manufactured specifically to your specifications and cannot be returned or refunded. The following product customisations are considered non-returnable and non-refundable:

• Kitchen Sinks in Matte Finish
• Centre Hole in Shower Drain Channels
• Matte Finish in Floor Drains
• Kitchen Sink Tap Holes and RO Holes
• Coloured / PVD Coating on Floor Drains & Shower Drain Channels

To ensure your return is processed without delay, please follow these packaging guidelines carefully. Non-compliance may result in your refund being withheld.

• Record a clear packaging video while packing all items, showing the quantity of each product being returned.
• Photograph the sealed parcel at the time it is handed over to the delivery executive.
• Share both the video and photograph with our support team at support@citizenbath.com prior to dispatch.
• All items must be returned in their original packaging wherever possible.

This Return, Refund & Cancellation Policy applies exclusively to purchases made directly through the Citizen Bath website.

If you have purchased Citizen Bath products through a third-party platform such as Amazon or Flipkart, you will be subject to the return and refund terms of that respective platform.

We take great care in packaging every order. However, if your product arrives damaged or defective, we will make it right promptly and without complication.

• Report damaged or defective products within 48 hours of delivery by emailing support@citizenbath.com.
• Include your order number, a clear description of the damage or defect, and supporting photographs or an unboxing video.
• Once verified, we will arrange either a replacement, an exchange, or a full refund at your preference.
• Damage caused by improper installation, misuse, or normal wear and tear is not covered under this policy.
• Transit damage must be supported by an unboxing video recorded at the time of receipt.

If you wish to exchange a product for a different variant, size, or finish, we are happy to facilitate this within the return window.

• Exchange requests must be raised within 30 days of the invoice date.
• The product must be unused, in its original packaging, and in resalable condition.
• Exchanges are subject to stock availability. If the desired replacement is unavailable, a full refund will be offered instead.
• Any price difference between the original and replacement product will be charged or refunded accordingly.
• Customised products are not eligible for exchange under any circumstances.
• Shipping charges for exchange dispatch will be borne by Citizen Bath for verified defect-related exchanges. For preference-based exchanges, a nominal shipping fee may apply.

Once your return request has been approved, here is how the pickup process works:

• Our logistics team will schedule a pickup from your delivery address within 3–5 business days of return approval.
• You will receive a confirmation email with the scheduled pickup date and courier details.
• Please ensure the product is securely packed and ready for collection at the time of pickup.
• In pin codes where reverse pickup is unavailable, you may be requested to self-ship the product to our warehouse. We will reimburse reasonable courier charges upon submission of the receipt.
• Once collected, you will receive a pickup confirmation notification.

We believe in complete transparency around timelines. Here is what to expect from the moment you raise a return request to when your refund reaches you:

• Return Request Raised — Submit your request via email with your order number and reason for return.
• Request Approved — Our team reviews and approves within 1–2 business days.
• Pickup Scheduled — Reverse pickup arranged within 3–5 business days of approval.
• Product Received & Inspected — Inspection completed within 2–3 business days of warehouse receipt.
• Refund Initiated — Processed within 2 business days of successful inspection.
• Refund Credited — Reflects in your account within 3–5 business days depending on your bank.