Terms and Conditions
Online Store Purchase and Sale Terms and Conditions Agreement
Welcome to Citron Hygiene's online store! We're thrilled that you're making a purchase with us.
This summary has been crafted to ensure a clear understanding of the process, from order placement to delivery and everything in between. We want to make your shopping experience as smooth and enjoyable as possible while also maintaining transparency. For more information on your ordering process and shipping, please take a moment to familiarize yourself with our Purchase and Sale Terms and Conditions outlined below.
Acceptance of Agreement
By completing a purchase from Citron Hygiene's online store, you are acknowledging and agreeing to the terms outlined herein. This agreement is activated at the time of purchase confirmation.
Placing Orders
- With an account
If you have an account, please login here [link].
In your portal you will be able to place reorders, or new orders.
If you are part of an organisation with contract pricing, your contract pricing and ship-to locations will appear one you are logged in.
- Without an account
Currently, we are only supporting purchases of customers with an online account.
To set up an account, please contact us here [link to contact us form on Shopify]
Payment Terms
- Invoice
Currently, all items available in the shop can be purchased through invoice only.
A PO number can be added to the appropriate field at check-out.
Certain products may require a pre-payment or deposit. All payments are due within 30 days from the invoice date. Late payments will incur interest charges at a rate not exceeding 1.0% per month.
Pricing and Taxes
The price listed at the time of purchase is the price you agree to pay, with applicable taxes added as required by law. Should you cancel your order post-dispatch, please note that refunds can only apply to items not yet shipped.
For customers with contract pricing: By shopping logged in, customers eligible for contract pricing will be able to see accurate pricing for their shipping location.
Order Fulfillment
- Parcel Orders (1-6 boxes)
Parcel orders will ship via Purolator and be processed in 1-2 business days.
Citron Hygiene may choose to change parcel shipment providers at any time.
- Pallet Orders
Large orders requiring a pallet (or several pallets) for shipping will be processed and shipped within 5 business days.
Shipping information will be provided to the account owner upon deployment.
Order Cancellations/Changes
Your order will be fulfilled in 1-2 business days (parcel orders) or within 5 business days (pallet orders), and we will work as efficiently as possible to get it to you immediately.
If you need to cancel or change an order, please email customersuccess@citronhygiene.com with the subject line "URGENT: Web Shop Order Cancellation/Change," and we will contact you as soon as possible.
If an order has already been deployed, we will be unable to cancel or change the order and a new order will need to be placed.
Reporting Damages
Should any items arrive damaged, please report these incidents to Citron Hygiene at customersuccess@citronhygiene.com or by using the Contact Us form [link] within seven days of receipt to address the issue appropriately.
Warranties
Citron Hygiene is a distributor for many products on this site and not the original equipment manufacturer. Equipment that we do not manufacture will be subject to the original manufacturer warranty. Any warranties provided by the manufacturer of the products will be extended to you. Citron Hygiene, acting as a distributor, assumes no liability for product performance issues.
- For Citron Simple
- For Aunt Flow Dispensers
Your dispenser is safeguarded by our comprehensive 1-year warranty from the moment of acquisition. Below is a detailed explanation of the provisions and exclusions of the warranty coverage:
Covered:
- Dispensers are warranted for a period of one year following the date of purchase, under conditions of normal operation.
- The warranty for Aunt Flow dispensers is expressly limited to the repair or replacement of parts found to be defective.
Not Covered:
- The warranty does not extend to normal wear and tear.
- Damage resulting from accidents, misuse, abuse, vandalism, natural disasters, or acts of God are not covered under this warranty.
- Cosmetic damage, including but not limited to scratches, dents, graffiti, chips, and other forms of damage to the dispenser's finish, is not covered, except in cases where such damage is due to defects in materials and workmanship and is reported to Aunt Flow within 30 days from the date of receipt.
- The warranty is void if it is determined that cartridges or products other than Aunt Flow branded cartridge products are utilized within the dispensers.
- For Aunt Flow Products
Due to the nature of the product, pads and tampons are not eligible for return. If you have quality concerns, please email them to customersuccess@citronhygiene.com.
If you have excess product, we encourage you to give them away to friend, family, and colleagues, or donate them to a local food bank.