Refund and Returns Policy

Effective Date: August 12, 2026

Website: https://citadelslims.com

Brand Name: Citadel Slims

At Citadel Slims, we maintain strict quality control and safety standards for all our liquid sweeteners and food products. Because our products are consumables, we enforce a strict refund and returns policy to protect the safety and quality of every package.

1. 3-Day Inspection Window

All returns, refund requests, or damaged product reports must be submitted within three (3) calendar days from the date of delivery/receipt. Requests made after 3 calendar days will strictly no longer be eligible for a return, replacement, or refund.

2. General Return Conditions

To be eligible for a return or refund:

  • Sealed & Unopened: Products must be strictly unopened, unused, with original bottle seals completely intact.
  • Original Packaging: Items must be returned in their original packaging condition.
  • Proof Required: You must provide clear photo or video proof of the product, bottle seal condition, and the shipping parcel/label.

Note: Any item that has been opened or unsealed cannot be returned or refunded under any circumstances due to health and safety regulations.

3. Damaged, Incorrect, or Undelivered Items

If you received a damaged item, a defective bottle seal, an incorrect order, or if we failed to deliver your package:

  • Contact us as soon as possible or within the same day of receipt with your order details and photo/video proof.
  • You may choose between a free replacement bottle or a full refund.
  • Once verified and approved, Citadel Slims will shoulder 100% of the shipping/courier fees for the return or replacement.

4. Change of Mind Returns

If you decide to return unopened products due to a change of mind:

  • Request must be made within 3 days of receiving the order.
  • Once the returned items are inspected and confirmed to be intact and unopened, a refund will be issued minus any original shipping costs.
  • Bottles must be strictly unopened and sealed.
  • The customer is responsible for paying all return shipping and courier fees.

4. Change of Mind Returns

If you decide to return unopened products due to a change of mind:

5. Refund Options

Once your return is inspected and approved, refunds can be processed through any of the following methods according to your preference:

  • Store Credit (Issued immediately for future purchases on citadelslims.com)
  • GCash
  • Bank Transfer

Refund processing times may vary depending on the chosen financial institution.

6. How to Submit a Claim

To report an issue or request a return, please contact us within 3 days via:

Please include your Order Number, a description of the issue, and attach your photo/video proof.

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