Guarantee

Can I exchange or return a product?

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

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

  • the product has not been used and has no signs of use: scratches, chips, scuffs, the software has not been altered, etc.;
  • the product is completely packaged and the integrity of the packaging is not violated;
  • all labels and factory markings are preserved.

You have the right to exchange a non-food product of proper quality for a similar one if the product did not satisfy you in terms of shape, dimensions, style, color, size, or for other reasons cannot be used for its intended purpose, provided that it has not been used and its commercial appearance, consumer properties, seals, labels, as well as the purchase receipt are preserved.

Exchange or return of a product of improper quality is carried out in the presence of a conclusion/report from a service center of the authorized manufacturer of the product, except in cases of violation of operating rules.

Where and how can I exchange or return a product?

  • The exchange or return is carried out only at our office at: Kyiv, L. Rudenko St. 6A, office 619
  • If you are in another city where there is no Citrus, you need to send the product via "Nova Poshta". For shipping details, please clarify by phone (093) 170-14-25.

You need to have the product, packaging, and accessories with you, the warranty card, and the sales receipt. If you lost these documents, we will resend them upon request!

Who to contact regarding warranty service?

If the product requires warranty service, please contact the seller from whom you purchased the item or the service center whose contact details you can find in the warranty card or clarify by phone (093) 170-14-25 (Mon - Sun from 9:00 to 21:00).

What is the warranty on this product?

The warranty period is specified in the description of each product on the website. The warranty is provided for a period of 14 days to 24 months, depending on the product. The warranty can be provided by the manufacturer or the seller. The confirmation of warranty obligations is 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 arise in the product you purchased from us during the established warranty period due to the manufacturer's fault, or if it 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.

For this, please provide us with:

  • the product with complete accessories (charger, box...);
  • warranty card;
  • document confirming payment;
  • the conclusion of the service center with a note that the product has a "significant defect".

In what cases is the warranty not provided?

The service center may refuse warranty repair in case of:

  • violation of the integrity of the warranty seals;
  • the presence of mechanical or other damage caused by intentional or careless actions of the buyer or third parties;
  • violation of the rules of use;
  • unauthorized opening, repair, or alteration of internal communications and components of the product, changes to the structure or circuitry of the product;
  • if the serial number or MAC address located in the product's memory has been changed, erased, or damaged and cannot be identified;
  • if damage is found caused by the intrusion of foreign objects, substances, liquids, insects, or exposure to extreme temperatures inside the product.

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

  • accidental damage (defects caused by the customer);
  • damage due to natural disasters;
  • damage resulting from careless handling or usage (failure to maintain the temperature regime, liquid exposure, dust, mechanical damage, entry of foreign objects into the case);
  • damage caused by emergency voltage spikes or drops in the network;
  • damage or abnormal operation of the product caused by fluctuations or non-compliance with the standards of power supply parameters, telecommunications, cable, and other similar external factors;
  • damage caused by using the product for unintended purposes or in violation of operating rules;
  • normal wear of components in cases exceeding the specified norms of normal operation, as well as the housing elements of portable products;
  • damage or abnormal operation of the product caused by software;
  • damage or abnormal operation of the product caused by the use of non-standard and/or low-quality materials, accessories, spare parts, power elements;
  • evidence of repair by unauthorized persons on the product.

For questions about service support and product returns

  • call us at: (093) 170-14-25 (daily from 09:00 to 17:00)
  • contact us by email: crm@chastotnik.ua