Refund policy
Return & Refund Policy
At Citronova, we stand firmly behind the quality of our mosquito patches. Every order is backed by our 30-Day Money-Back Guarantee, because we want you to feel completely confident when you shop with us. Please take a moment to read the details of our policy below so you know exactly what to expect.
Our 30-Day Money-Back Guarantee
We're proud of our products and confident they'll meet your expectations. If your product arrives damaged, defective, or does not perform as described, you may be eligible for a full refund within 30 days of your original purchase date. This guarantee is our commitment to your satisfaction and your peace of mind.
To qualify, your refund request must be submitted within 30 calendar days of the date your order was placed. Requests made after this 30-day window has closed are, unfortunately, no longer eligible for a refund.
Please Note: We Do Not Accept Physical Returns
For hygiene, safety, and quality-control reasons, Citronova operates on a no-return basis. This means you are never required to ship a product back to us in order to receive a refund. We understand that packaging and mailing items can be inconvenient and time-consuming, so we've designed our process to be as simple and hassle-free as possible. Instead of returning the product, we ask only that you provide proof of the issue (explained below).
How to Qualify for a Refund
Because we don't require you to mail anything back, we do ask that you help us understand the problem so we can make it right. To be considered for a refund under our 30-Day Money-Back Guarantee, you'll need to provide clear proof that the product was damaged, defective, or did not work as intended. Acceptable proof may include:
- Clear photographs of the damaged, defective, or unusable product
- A short video demonstrating the issue, if applicable
- Your order number and the email address used at checkout
- A brief written description of the problem you experienced
Providing this information helps our team review your request quickly and fairly, and it allows us to continually improve our products for every customer.
How to Submit a Refund Request
Starting a request is easy. Simply follow these steps:
- Email our support team at [your support email] within 30 days of your purchase.
- Include your order number, the email used at checkout, and your proof of the issue (photos, video, or description).
- Our team will review your request and respond within [e.g., 2–3 business days].
- If your request is approved, your full refund will be issued to your original payment method.
Refund Processing Times
Once your refund has been approved, please allow [e.g., 5–10 business days] for the funds to be returned to your original method of payment. Processing times can vary depending on your bank or card provider, and any delays beyond our control are subject to their individual policies. If you haven't received your approved refund after this period, we encourage you to first check with your bank or payment provider, and then contact us so we can assist further.
What Is Covered
Our guarantee is intended to protect you in situations where the product genuinely falls short. This includes:
- Products that arrive physically damaged or broken
- Products with a manufacturing defect
- Products that do not perform as described on our website
What Is Not Covered
To keep our guarantee fair for everyone, the following situations fall outside the scope of our refund policy:
- Requests made after the 30-day window has closed
- Change-of-mind requests where the product is undamaged and functions as described
- Issues resulting from misuse, improper storage, or failure to follow product instructions
- Orders where proof of the issue cannot be provided
- Products purchased through unauthorized third-party sellers rather than directly from Citronova
Damaged or Incorrect Orders
If your order arrives damaged in transit, or if you received the wrong item, please contact us within 30 days with photos of what you received. We'll work quickly to resolve the situation and make things right.
Order Cancellations
We aim to process and ship orders as quickly as possible. If you need to cancel an order, please reach out to us immediately at [your support email]. We'll do our best to accommodate cancellation requests, but we're unable to guarantee changes once an order has entered processing or shipped.
Questions? We're Here to Help
Your satisfaction is our top priority, and our team is always happy to help. If you have any questions about this policy, your order, or our products, please don't hesitate to get in touch:
- Email: [your support email]
- Support hours: [e.g., Monday–Friday, 9 AM–5 PM EST]
- Business name: [Your registered business name]
Thank you for choosing Citronova. We're grateful for your trust and committed to helping you and your family enjoy the outdoors, bite-free.