Refund policy

Returns Policy

This Returns Policy explains how returns, exchanges and refunds work for orders placed through CTRZSHOP LTD.

  1. Returns

We hope you are happy with your order. If you are not fully satisfied, you may be able to return your item in accordance with this Returns Policy.

To start a return, please contact our Customer Service Team at:

info@crtzshop.com

Please include your order number, the item you would like to return and the reason for your return.

  1. Change of Mind Returns

For most items purchased online, you have the right to change your mind and request a return within 14 days of receiving your order.

If your order is delivered in multiple parcels, the 14-day period starts from the day after you receive the final parcel.

Once you have told us that you would like to return your item, you must send the item back to us within 14 days.

  1. Items That Cannot Be Returned

You cannot return the following items unless they are faulty:

items that have been worn, used, washed or damaged;

items without original tags or packaging;

items that are not in a resaleable condition;

items sealed for health protection or hygiene reasons, once unsealed;

personalised, customised or made-to-order items;

gift cards or digital products; and

any items which become mixed inseparably with other items after delivery.

  1. Condition of Returned Items

Returned items must be sent back in their original condition.

Items should be unworn, unused, unwashed, undamaged and returned with all original tags, labels, packaging and accessories.

If an item is returned in a condition that would not be acceptable in a shop, we may reduce your refund to reflect the reduced value of the item.

In some cases, if the item has been used, damaged or is not suitable for resale, no refund may be due.

  1. Return Shipping Costs

Customers are responsible for the cost of returning items, unless the item is faulty, damaged or incorrect.

We recommend using a tracked and insured delivery service when returning your order.

You should keep proof of postage or tracking information until your return has been processed.

If you do not keep proof of postage and the returned item does not reach us, we may not be able to process your refund.

  1. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or incorrect, please contact us as soon as possible at:

info@crtzshop.com

Please include your order number, a description of the issue and clear photos where possible.

If the item is confirmed to be faulty, damaged or incorrect, we will offer a suitable resolution. This may include a replacement, repair, refund or other remedy depending on the situation.

  1. Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Refunds are usually processed within 14 days of us receiving the returned item, or within 14 days of you providing evidence that you have sent the item back to us.

Please note that it may take additional time for your bank or payment provider to process the refund.

  1. Delivery Costs

Where required, we will refund standard delivery costs.

If you paid extra for a premium delivery option, such as express delivery or delivery on a specific day, we will only refund the standard delivery amount.

Original delivery costs may not be refunded where the return is not covered by your legal cancellation rights or where the return is due to customer error.

  1. International Returns

Customers outside the UK are responsible for return shipping costs, customs fees, duties, taxes and any other charges related to returning an item.

A processing fee may apply to international returns and may be deducted from your refund.

We are not responsible for parcels delayed, lost or rejected by customs during the return process.

  1. Refused or Failed Deliveries

If a delivery is refused, not collected, or returned to us due to incorrect or incomplete delivery information, any return shipping costs, courier fees or additional charges may be deducted from your refund.

Original shipping costs may not be refunded.

  1. Exchanges

We do not guarantee exchanges.

If you would like a different size, colour or item, you may need to return your original item and place a new order.

Exchanges are subject to stock availability.

  1. Contact Us

If you have any questions about returns or refunds, please contact our Customer Service Team at:

info@crtzshop.com