Guarantee

Can I exchange or return the product?

Yes, you can exchange or return the product within 14 days from the date of purchase. This right is guaranteed by the "Consumer Protection Law".

To take advantage of the opportunity to exchange or return a product of proper quality, please make sure that:

  • The product has not been used and has no signs of use: scratches, chips, scuffs, or software changes.
  • The product is fully equipped, and the packaging integrity is not violated.
  • All labels and factory markings are preserved.

This means you have the right to exchange a non-food product of proper quality for a similar one if the product does not suit you in terms of shape, size, style, color, or for other reasons, provided it has not been used and its appearance, consumer properties, seals, labels, and receipt are preserved.

Exchange or return of a defective product is carried out upon the presence of a conclusion/report from the manufacturer's authorized service center, except in cases of violation of the OPERATING rules.

Where and how can I exchange or return the product?

  • Exchange or return is carried out only at our office located at: Kyiv, L. Rudenko St. 6A, Office 619
  • If you are in another city without a Citron branch, you need to send the product via "Nova Poshta". Please confirm shipping details at (093) 170-14-25.

You need to bring the product, its packaging, and accessories, along with the warranty card and sales receipt. If you lose these documents, we will send you copies upon request!

Whom to contact for warranty service?

If the product requires warranty service, please contact the seller from whom you purchased the product or the service center listed in the warranty card. For further information, call (093) 170-14-25 (Mon - Sun, 9:00 AM to 9:00 PM).

What is the warranty for this product?

The warranty period is indicated in the description of each product on the website. The warranty is provided for a period ranging from 14 days to 24 months, depending on the product. The warranty can be provided by either the manufacturer or the seller. The warranty obligations are confirmed by the manufacturer's warranty card or the seller's warranty card.

The service center cannot repair my product during the warranty period

If significant defects caused by the manufacturer are found within the warranty period, or the product you purchased fails due to the manufacturer's fault and cannot be repaired at an authorized service center, we will exchange the product for a similar one or refund your money.

Please provide the following:

  • The fully equipped product (charger, box, etc.).
  • The warranty card.
  • Proof of payment.
  • A service center report stating that the product has a "significant defect".

In what cases is the warranty not provided?

The service center may refuse warranty repair in cases of:

  • Violation of the integrity of the warranty seals.
  • Mechanical or other damages caused by intentional or careless actions of the buyer or third parties.
  • Violation of the usage rules.
  • Unauthorized opening, repair, or modification of internal communications or components of the product, changes to its design or scheme.
  • If the serial number or MAC address stored in the product’s memory has been changed, erased, or damaged and cannot be identified.
  • Damage caused by the entry of foreign objects, substances, liquids, insects inside the product, or exposure to extreme temperatures.

Warranty obligations and warranty service do not apply to the product in cases of:

  • Accidental damage (defects caused by the customer).
  • Damage caused by natural disasters.
  • Damage resulting from negligent handling or use (failure to observe temperature regimes, exposure to liquids, dust, mechanical damage, the entry of foreign objects into the housing).
  • Damage caused by sudden voltage surges or drops.
  • Damage or abnormal operation due to malfunctions or mismatches in power supply standards, telecommunications, cables, or other external factors.
  • Damage caused by improper use or violation of operational rules.
  • Natural wear and tear of elements due to exceeding normal operational standards, as well as wear of housing elements in portable products.
  • Damage or malfunction caused by software.
  • Damage or malfunction caused by the use of non-standard or counterfeit materials, accessories, spare parts, or power elements.
  • The presence of signs of unauthorized repairs.

For service and return inquiries:

  • Call us at: (093) 170-14-25 (daily from 9:00 AM to 5:00 PM).
  • Email us at: crm@chastotnik.ua.