Returns and Repairs


All orders can only be returned within 7 days of receiving the order, provided that the item is unused and in the same condition as receiving it. Items need to be returned with all the original packaging, including your order number and a receipt or proof of purchase. We will happily exchange for it another item or we will refund you on the purchase price (less shipping costs).

Please take note that watches need to be returned with the guarantee book, the watch box, as well as any links that may have been removed.

Any item that is not in its original condition not due to CITIZEN’s error, will not be accepted for return.


Once your returned item has been inspected and accepted by our team, we will send an email to notify you that we have received the item, and confirm whether you are eligible for a refund.

If the request is approved, your refund will be processed within 7 days of receiving your item, and a credit will automatically be applied to the original method of payment. Please note refunds may take up to 7 days to reflect in your account depending on the original payment method used.

Sale items

Unfortunately sale items do not qualify for refunds.

Gifts Returns

If the item you are returning is a gift which was shipped directly to you with no proof of purchase, you will receive a gift certificate to the value of the original item.

If the item wasn’t marked as a gift when purchased, or the person who purchased the gift had the order shipped directly to themselves, we will send a refund to the purchaser.

Address for Returns

In order to return the item, please deliver or send it via courier to:

CITIZEN SA Online, 26 6th Street, Wynberg, Johannesburg, 2090.

You will be responsible for paying your own shipping costs for the return. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

The time it may take for an exchanged product to reach you may vary depending on your location.


All watch repairs are carried out by our skilled in-house service department. This process takes approximately 6 to 8 weeks however timeframes may vary depending on the extent of the repair.

Warranty claims require a valid proof of purchase or stamped warranty card. Repairs on watches out of warranty will be quoted on accordingly before our workshop proceeds with the repair.

For the fastest direct response with regards to any watch repair, spares or strap enquiries not related to an online order, please contact our Repairs Department directly on: 

In order to send an item in for repair, please deliver or send it via courier to:

CITIZEN SA REPAIRS, 26 6th Street, Wynberg, Johannesburg, 2090

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