Refund policy
RETURN & REFUND POLICY FOR ONLINE PURCHASES
By making a purchase on our website, you acknowledge and agree that all approved returns will be refunded in the form of Store Credit only. Store Credit will be credited to your online account and may be used for future purchases on our website. Store Credit is valid for 12 months from the date of issue and is non-transferable and cannot be redeemed for cash.
We offer a 7-day return period, which means you have 7 days from the date you receive your order to submit a return request.
o be eligible for a return, the item must:
- Be unworn and unused.
- Be in its original condition.
- Include all original tags, packaging, manuals, warranty cards and accessories (where applicable).
- Be accompanied by the original receipt or proof of purchase.
All return requests are subject to management approval.
Sales promotional items, limited edition items, clocks, gift cards, and customised items (including bracelet adjustments, leather strap hole punching, or any other personalised modifications) are non-exchangeable, non-returnable, and non-refundable.
To start a return, you can contact us at cs@citychain.com.sg
Damaged, Defective or Incorrect Items
Please inspect your order immediately upon receipt. If you receive a defective, damaged, or incorrect item, please contact us as soon as possible so we can assess the issue and arrange the appropriate resolution.
Non-Returnable Items
The following items are not eligible for return, exchange, or Store Credit:
- Sales promotional items
- Limited edition items
- Clocks
- Gift cards
- Customised or modified products (including bracelet sizing, leather strap hole punching, or any other personalised alterations)
If you are unsure whether your item is eligible for return, please contact our Customer Service team before submitting your request.
Exchanges
Eligible products may be exchanged within 7 days of receiving your order, subject to management approval.
The replacement item must be of equal or higher value than the original item. If the replacement item is priced higher, the price difference must be paid. If the replacement item is of lower value, the difference in price will not be refunded or issued as Store Credit.
Items that are classified as sales promotional items, limited edition items, clocks, gift cards, or customised products are not eligible for exchange.
Store Credit
Once your returned item has been received, inspected, and approved, we will notify you of the outcome.
Approved returns will be refunded in the form of Store Credit only. Store Credit will be credited to your online account after the return has been processed.
Store Credit:
- Is valid for 12 months from the date of issue.
- Can only be used for purchases made on our website.
- Cannot be exchanged for cash.
- Cannot be transferred to another account.