Refund policy

Operated by Goldea Collective Pte. Ltd.  |  UEN: 202556207C  |  Effective 2026

At Citrusful🍋, we stand behind the quality of every product we make. We also understand that wellness is a personal journey — and what works beautifully for one person may not be the right fit for another. That is why we have designed a refund policy that is fair, transparent, and genuinely customer-first.

Please read this policy carefully before initiating a return. By purchasing from our store, you agree to the terms outlined below.

1. Geographic Scope — Singapore Only

This Return & Refund Policy applies strictly to orders placed and delivered within Singapore.

We are unable to offer returns, refunds, or exchanges for international orders due to the complexities of cross-border shipping, import regulations, and customs requirements. If you are an international customer with a product concern, please contact us directly and we will do our best to assist on a case-by-case basis.

2. Our "No-Questions-Asked" Pro-Rated Refund

We offer a unique pro-rated refund on our bundles (e.g., our 60-serving bundle). If you have tried Citrusful🍋 and it is simply not for you, you do not need to justify your decision. We respect it.

Here is how it works:

  • Return the unused, sealed portion of your bundle within the eligible window.
  • We calculate a refund based on the per-serving value of the unused servings.
  • The refund is issued in cash back to your original payment method — no store credit, no vouchers.

Eligibility Requirements

  • The return must be initiated within 30 days of your delivery date.
  • Unused packs must be in their original, factory-sealed condition. Opened, partially consumed, or tampered packs do not qualify.
  • A minimum of one (1) fully sealed, unopened pack must be returned to be eligible.
  • Your original order number must be provided when initiating the return.

3. How the Refund Is Calculated

Your refund is based on a simple per-serving formula:

Refund Amount = (Unused Servings ÷ Total Servings) × Amount Paid — Free Gift Deduction (if applicable)

4. The Free Gift Clause

Some Citrusful🍋 bundles include a complimentary promotional item (e.g., a Free Water Bottle) as part of the purchase offer.

  • Free gifts and promotional items cannot be returned for hygiene and food-safety reasons, regardless of whether they have been used.
  • If your order included a free gift, its market value of S$15.00 will be deducted from your final refund amount.
  • You do not need to return the free gift — it is yours to keep.

We will always be transparent about this deduction in our refund confirmation email before processing your return.

5. Return Logistics & Shipping

Customers are responsible for arranging and funding the return shipment to our Singapore warehouse.

  • Return shipping cost: Estimated S$3.50 – S$5.00 via standard local courier (e.g., J&T Express, Ninja Van, or equivalent).
  • We do not provide free return labels or arrange return pickups.
  • We strongly recommend using a tracked courier service. Citrusful🍋 is not liable for returned parcels that are lost or damaged in transit.
  • Our return warehouse address will be provided via email once your return request has been approved.

6. Condition of Returned Goods

To qualify for the pro-rated refund, all returned items must meet the following conditions:

  • Packs must be in their original, factory-sealed packaging — unopened and untampered.
  • Products must not be expired at the time of return.
  • Original labels and batch codes must be intact and legible.
  • Items that are opened, partially consumed, leaking, visibly damaged, or missing original packaging will not qualify.

All returned items are subject to a quality inspection upon receipt. We reserve the right to decline a refund if returned goods do not meet the above conditions, and will notify you with a clear explanation.

7. Refund Processing Time

Once your returned parcel is received at our Singapore warehouse and passes quality inspection:

  • Your refund will be processed within 7 business days.
  • The refund will be issued to your original payment method (credit/debit card, PayNow, or other payment channel used at checkout).
  • You will receive a refund confirmation email with a full breakdown of the refund calculation.
  • Please allow an additional 3 – 5 business days for funds to appear in your account, depending on your bank or payment provider.

Business days are Monday to Friday, excluding Singapore Public Holidays.

8. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, please contact us within 48 hours of delivery at support@citrusful.com with:

  • Your order number
  • A clear photo of the item and packaging
  • A brief description of the issue

We will arrange a full replacement or full refund at no cost to you, including return shipping where applicable.

9. What Is Not Covered

  • Orders delivered outside Singapore
  • Items returned after 30 days from the delivery date
  • Opened, partially consumed, or unsealed packs (outside of a defect claim)
  • Free gifts or promotional items
  • Products purchased through third-party retailers or resellers
  • Purchases made using promotional credits or vouchers stated as non-refundable at the time of redemption
  • Change of mind on single-serve or non-bundle SKUs

10. How to Initiate a Return

  1. Email us at support@citrusful.com
  2. Use the subject line: "Return Request — [Your Order Number]"
  3. Include your full name, order number, quantity of sealed packs to return, and reason (optional).
  4. Our team will respond within 1 – 2 business days with your return authorisation, warehouse address, and refund estimate.
  5. Ship your items using a tracked courier and share the tracking number with us.
  6. Once received and inspected, your refund will be processed within 7 business days.

Please do not ship any items back before receiving written authorisation. Unauthorised returns may not be processed.

Goldea Collective Pte. Ltd. reserves the right to amend this Return & Refund Policy at any time. The current version will always be published on our official store. © 2026 Goldea Collective Pte. Ltd. | Citrusful🍋. All rights reserved.