The terms herein regulate the purchasers’ use of products and services provided by www.citrinehealthcare.com. These conditions apply to all sales from www.citrinehealthcare.com as long as nothing else is agreed upon in writing between the parties.

The client and www.citrinehealthcare.com are independent parties and nothing in the terms and conditions of this agreement shall constitute either party as the employer, principal or partner of or joint venture with the other party. Neither client nor www.citrinehealthcare.com has any authority to assume or create any obligation or liability, either expressed or implied, on behalf of the other.

Credit card and debit card transactions are processed securely by Stripe. The card details are not visible to Citrine Healthcare. Following a successful purchase, the customer will receive an acknowledgement email confirming that the transaction was successful and the order is being processed, the acknowledgement email will include a unique transaction number and confirms that an offer has been received to purchase the product. The acknowledgement email does not constitute an acceptance of the order nor does it constitute a binding contract, a number of checks including but not limited to security, fraud, delivery options and stock levels will need to be carried out before an order is accepted and a contract to supply the product is entered into. The customer should ensure that they enter their correct email address during checkout in order to ensure that the acknowledgement email and any further emails are received. Citrine Healthcare is not responsible for non-receipt of any email sent due to computer system failure, spam filters, power failure or any other circumstance outside the control of Citrine Healthcare. The acknowledgement email will include a unique transaction ID, the transaction ID should be quoted in any correspondence regarding the transaction.

Due to the high incidence of Internet fraud, your transaction will be subject to anti-fraud checks before any items are dispatched. If you select not to use verified by Visa or securicode with MasterCard during your transaction, or the transaction fails our anti-fraud checks, then your order may be subject to additional anti-fraud measures including confirming that you are the legal cardholder and/or verifying the delivery address. These security checks are necessary and may delay the processing of your order.

Delivery Terms

Items are usually dispatched with our couriers the day after the payment is cleared and arrive within 1-2 working days after dispatch. Our couriers operate Monday to Friday only. Please allow 3-4 days after your order (excluding weekends) to expect your delivery and contact us with your transaction ID only after that time has elasped and you have not recived your order. 

Returns & refunds

Our refund and returns policy last 30 days from date of order. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. It is up to you to organise the shipping of your return back to Citrine Healthcare and the cost of your shipping is not refundable. 

Several types of goods are exempt from being returned. 

Non-returnable items are:

  • Gift cards
  • Sale items
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.