Kruz Collection · Policies
Refund & Returns
Last updated: 18 October 2026
3-day (72-hour) refund window
Buyers can request a refund within 3 days (72 hours) of purchase, measured from the order date shown on the order. Only paid orders are eligible. After 3 days, the refund window is closed for that product. Open your order and choose Request refund for the order or purchased item before the countdown expires. Requests received at or after 72 hours are rejected. Applicable mandatory consumer rights for faulty or misdescribed goods are not limited by this policy.
Requesting a return
Submit your reason through your order within the 72-hour window, or contact support@kruzcollection.com with your order number and the item. An administrator reviews each request and updates it as approved or rejected; approval is not an automatic payment reversal. We will provide the correct return address and instructions where needed. Please do not send parcels to an unconfirmed address.
Condition and eligibility
For change-of-mind requests, keep items unworn, unwashed, with original labels, packaging and proof of purchase. Tailored or personalised pieces, intimate garments and items unsealed for hygiene reasons may not qualify for change-of-mind returns. These exclusions do not remove rights where an item is defective or not as described.
Faulty, damaged or incorrect items
Tell us as soon as you discover a problem and include clear photographs where possible. We will review the issue with the seller and arrange an appropriate repair, replacement or refund. Where the seller is responsible, reasonable approved return costs will be covered. Do not alter a faulty item before contacting support.
Return costs and inspection
For approved change-of-mind returns, return delivery costs may be your responsibility and original delivery charges may not be refundable unless required by law. Use a trackable service and retain proof of dispatch. We will inspect the item and explain any refusal or reduction based on its condition.
Refund method and timing
Approved refunds are processed after review and, where needed, receipt of the returned item. We will communicate the expected timeline. Card and bank refunds follow Flutterwave and your financial institution's processing times. Crypto refunds require a verified compatible wallet and network; the amount, conversion basis and any unavoidable network fees will be disclosed before processing. Never send a private key to support.
Cancellations
Contact support immediately if you need to cancel. We will try to stop fulfilment before dispatch, but dispatched or custom-made orders may require a return review. A failed or unverified payment does not establish a paid order.