Last Updated: July 2, 2026

At CitizenEarth, every product is thoughtfully designed and produced with the intention of reducing waste, promoting conscious consumption, and creating products that are made to be valued for years.

As part of this philosophy, CitizenEarth operates primarily on an Exchange-Only Policy rather than a traditional return model. This helps reduce unnecessary transportation, packaging waste, and carbon emissions while ensuring that every product finds a meaningful home.

Please read this policy carefully before making a purchase.

1. EXCHANGE-ONLY POLICY

CitizenEarth generally does not accept returns for refunds. We offer exchanges under the circumstances outlined in this Policy. Returns resulting from a change of mind, personal preference, or subjective dissatisfaction are not accepted. Limited refund scenarios may apply only in situations specifically outlined under Section 11 of this Policy.

2. ELIGIBILITY FOR EXCHANGE

Exchange requests may be approved under the following circumstances:

• Wrong Product Received

The product delivered is materially different from the product ordered, including:

• Incorrect style
• Incorrect design
• Incorrect SKU
• Incorrect colour
• Incorrect product category

Incorrect Size or Variant Sent

The size, variant, or specification delivered does not match the order confirmation.

Manufacturing Defect

The product contains a genuine manufacturing defect that materially affects functionality, quality, or wearability, including:

• Fabric tears
• Construction defects
• Stitching failures
• Significant print defects
• Hardware defects
• Structural defects
• Transit Damage

The product was damaged during shipping and arrived in an unusable condition.

Transit damage claims must be accompanied by a complete unboxing video as described in Section 5.

3. EXCHANGE REQUEST WINDOW

Exchange requests must be submitted within:

• 3 calendar days from the date of delivery.
• Requests submitted after this period may not be accepted.
• Each order is eligible for one exchange request only.

4. CONDITIONS FOR EXCHANGE APPROVAL

To qualify for exchange, the product must:

• Be unused.
• Be unworn.
• Be unwashed.
• Be in original condition.
• Include all original tags.
• Include original packaging where reasonably possible.
• Pass CitizenEarth's quality inspection process.

5. HOW TO RAISE AN EXCHANGE REQUEST

Exchange requests must be submitted through CitizenEarth's official support channels. The following information must be provided:

• Order number
• Reason for exchange
• Product photographs
• Supporting evidence where applicable

For claims involving:

• Transit damage
• Missing items
• Incorrect products
• Tampered packages

A continuous unboxing video recorded from package opening through product inspection is mandatory. CitizenEarth reserves the right to reject claims where adequate supporting evidence is not provided.

6. EXCHANGES WILL NOT BE ACCEPTED FOR

CitizenEarth will not approve exchanges where:

• The product has been used, worn, washed, altered, repaired, or damaged after delivery.
• Original tags have been removed.
• The product contains perfume, deodorant, smoke, stains, makeup, or signs of wear.
• The customer selected an incorrect size after reviewing available size information.
• The customer changed their mind.
• The customer no longer likes the product.
• The customer prefers a different colour or design.
• The request is raised after the exchange window has expired.
• The product was purchased as Final Sale, Archive Sale, Clearance Sale, Sample Sale, or otherwise marked as non-exchangeable.
• The product was customised, personalised, or produced specifically for the customer.

7. EXCHANGE PROCESS

Once an exchange request is approved:

Step 1 – Request Review

Our team reviews your exchange request and supporting documentation.

Step 2 – Product Return

Where available, CitizenEarth will arrange reverse pickup. In some locations, customers may be requested to self-ship the product.

Step 3 – Quality Inspection

Returned products undergo inspection within approximately 48 business hours of receipt.

Step 4 – Replacement Dispatch

Approved replacement products are generally dispatched within 3–5 business days after inspection. Tracking details will be shared once dispatched.

8. EXCHANGE SHIPPING & DELIVERY TIMELINES

Once an exchange request has been approved and the returned product has successfully passed CitizenEarth's quality inspection process, replacement products are generally dispatched within 5–7 business days.

As CitizenEarth operates through conscious production practices, small-batch manufacturing, and limited inventory runs, delivery timelines may vary depending on product availability. Estimated delivery timelines after dispatch are:

Region	Estimated Delivery Timeline
India	14–18 business days
Remote Locations	10–18 business days
International	18–21 business days

In certain circumstances, including made-to-order production, restocking requirements, inventory transfers, peak demand periods, or force majeure events, delivery timelines may be extended.

Customers will be notified where significant delays are anticipated. All delivery timelines are estimates only and are not guaranteed. CitizenEarth shall not be liable for delays caused by third-party logistics providers, customs authorities, weather events, transportation disruptions, government restrictions, or circumstances beyond our reasonable control.

9. SHIPPING CHARGES FOR EXCHANGES

Where CitizenEarth Is Responsible: If the exchange is approved because:

• Wrong product was shipped.
• Manufacturing defect is verified.
• Transit damage is verified.

CitizenEarth will bear the exchange logistics cost.

Customer-Initiated Exchange Requests

Where exchanges are approved for reasons not attributable to CitizenEarth, customers may be responsible for applicable exchange shipping charges.

Applicable charges will be communicated before processing.

10. STOCK UNAVAILABLE SCENARIOS

If the requested replacement product is unavailable, discontinued, or expected to take an extended period to restock, customers may choose one of the following options:

Option A – Store Credit

Store credit equal to the original product value. Store credit:

• Is valid for 12 months.
• Can be used across future purchases.
• Is non-transferable.
• Cannot be redeemed for cash.

Option B – Alternative Product

Customers may select another available product of equivalent value. Where the selected product exceeds the original value, the difference must be paid.

Option C – Wait for Restock

Where applicable, customers may choose to wait for replenishment. Estimated timelines will be shared where available.

11. INTERNATIONAL ORDERS

Due to logistical, environmental, customs, and operational considerations: All International Orders Are Final Sale.

CitizenEarth does not offer:

• Returns
• Exchanges
• Store credit exchanges

for international purchases. Exceptions may be considered only where:

• A wrong product was shipped by CitizenEarth.
• A product arrives with a verified manufacturing defect.

Any approved international resolution will be determined solely by CitizenEarth.

12. REFUND POLICY

CitizenEarth generally does not provide refunds for delivered products. Refunds may be considered only under the following circumstances:

• If CitizenEarth cannot fulfil an order due to stock unavailability.
• Where multiple payments were successfully processed for the same order.
• Where an order cannot be fulfilled due to shipping restrictions.
• Where CitizenEarth cancels an order for operational reasons.

Approved refunds will be processed to the original payment method. Processing timelines may vary depending on banking partners and payment providers.

13. NON-EXCHANGEABLE PRODUCTS

The following products are not eligible for exchange unless defective:

• Gift cards
• Limited edition products marked non-exchangeable
• Personalised products
• Custom-made products
• Final sale items
• Archive sale items
• Sample sale products
• Promotional giveaway products

14. FRAUD PREVENTION & POLICY MISUSE

CitizenEarth reserves the right to refuse exchanges, future purchases, cash-on-delivery privileges, account access, or other services where:

• Repeated abuse of exchange requests is observed.
• False claims are submitted.
• Fraudulent activity is suspected.
• Products are intentionally damaged.
• Policy misuse is identified.

CitizenEarth's decision in such matters shall be final.

15. FORCE MAJEURE

CitizenEarth shall be under no liability whatsoever to you in the event of non-availability of the Platform and/or any of the Services or any portion thereof, occasioned by an Act of God, war, disease, revolution, riot, civil commotion, strike, lockout, flood, fire, satellite failure, failure of any public utility, man-made disaster, satellite failure or any other cause whatsoever beyond the control of CitizenEarth (including any event which is caused by the failure or non-performance on the part of the Content Owners or the Platform Partners). Exchange timelines may be extended accordingly.

16. CONTACT US

For exchange requests or policy-related questions, please contact: CitizenEarth
Email: hello@citizenearth.in
Website: www.citizenearth.in
Every CitizenEarth product is created with care, intention, and respect for the planet. We appreciate your support in helping us build a more conscious way of consuming.