Return and Refund Policy

1. Basic Return Window

  • 30-Day Limit: All eligible items can be returned within 30 days of delivery.
  • Item Condition: Items must be in brand-new, undamaged condition and shipped back in their original protective packaging. Bedding and bath items must be unused, unwashed, and in their original packaging.

2. Return Options and Fee Rules

The Citizenry offers different options depending on how you choose to process your return:

  • Exchanges and Store Credit: 100% free (excluding heavy/White Glove items).
  • Refund to Original Payment Method: A restocking fee applies based on the product category. Original shipping fees are non-refundable.
  • Fee Breakdown by Category:
    • Bath and Bedding: $0 restocking fee. (Note: Bedding does not include throw pillows, blankets, or decorative pillows).
    • Standard Items (Decor, Small Accessories): A $10 restocking fee per return.
    • Large Items (Rugs, Furniture, Mirrors): A $50 restocking fee per return.
    • Oversized / White Glove Delivery Items: A restocking fee of 15% of the item’s purchase price, and you must coordinate with customer service for pickup.
    • Note: Fees are assessed per return order, not per individual item.

3. Final Sale Items (Non-Returnable)

The following items are final sale and cannot be returned or exchanged (they will be marked as final sale on the product page):

  • Purchases shipped outside the contiguous U.S. (including APO/FPO military addresses).
  • Art prints.
  • Lomas wall hangings.
  • Gift cards.
  • Clearance items ending in $.97.
  • Items purchased during special final sale events.

4. Special Return Channels

  • In-Store Returns: If you are near the New York flagship store (22 Crosby Street, NYC), you can return items directly in-store for free to your original payment method (though large furniture items can only be returned in-store if purchased in-store).
  • Custom Furniture: Eligible for return within 30 days of delivery for any reason, subject to a 15% restocking fee. Items must be in “like-new” condition without excessive wear, and you must submit photos via email (assistant@the-citizenry.com) for approval to schedule a pickup.

To initiate a return or get further assistance, you can log into your account on their official website or email customer service at assistant@the-citizenry.com.

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