Refund policy

RETURN AND REFUND POLICY

Scope
This Return and Refund Policy applies to all purchases made through the KRZ website. By completing a purchase, you acknowledge and agree to the terms outlined below. This policy does not affect any statutory rights you have under the consumer protection laws of your country.

Contact Information
Email: Support@krzclo.com
Phone: +852 6350 0988
Customer Service: Monday to Friday, [HOURS AND TIME ZONE]

Return Window
You may request a return or exchange within 30 days of the delivery date. This applies to all items, including items purchased at a discount.

Return Conditions
To be eligible for a change-of-mind return, the item must be:
- Unused and undamaged
- Returned with all original tags and labels attached
- Returned in its original packaging

How to Return an Item
1. Email Support@krzclo.com with your order number and the reason for your return.
2. Wait for our reply with return authorization and shipping instructions.
3. Pack the item securely in its original packaging with all tags attached.
4. Ship the item to the address we provide (using the return label, where applicable).

Please do not send items back without contacting us first, as returns sent to the wrong address may be lost.

Return Shipping Costs
- Faulty, damaged, incorrect, or not-as-described items: covered by KRZ
- Change of mind: covered by the customer

Damaged, Faulty, or Incorrect Items
If your item arrives damaged, faulty, or different from what you ordered, please contact us as soon as possible (ideally within 7 days of delivery) with your order number and photos of the item. We will offer a replacement or a full refund, and cover any return shipping costs. This does not limit any legal guarantee you are entitled to under the laws of your country.

Item Not as Described
If the item you received does not match its description or product photos, contact us within 30 days of delivery. We will review your request and offer a replacement or a full refund.

Missing or Delayed Delivery
If your order has not arrived within the estimated delivery time, contact us and we will investigate with the carrier. If the parcel is confirmed lost or cannot be delivered, we will send a replacement or issue a full refund.

Pre-Order Items
Some items may be sold as pre-orders, with a production time stated on the product page or in our Shipping Policy before purchase. You may cancel a pre-order for a full refund at any time before it ships. Once a pre-order item has been delivered, our standard return conditions apply.

Order Cancellation
Orders can be cancelled free of charge at any time before they are shipped. Once shipped, the standard return process applies after delivery.

Non-Returnable Items
For hygiene and personalization reasons, the following items can only be returned if they are faulty or incorrect:
- Custom or personalized items made to your specifications
- Hygiene products (such as socks and underwear) once the original seal or packaging has been opened

Refunds
- Refunds are issued to your original payment method.
- Refunds are processed within 14 days of us receiving and inspecting the returned item.
- If you cancel an order before it ships, the refund is processed within 14 days of cancellation.
- Depending on your bank or payment provider, it may take a few additional days for the refund to appear on your statement.

Exchanges
If you would like a different size or color, contact us and we will arrange an exchange, subject to availability.

Company Information
Website: KRZ
Company: KRZCLO
Address: 48 Cameron Road, FLAT/RM C, 4/F, Tsim Sha Tsui, Kowloon Hong Kong SAR
Email: Support@krzclo.com
Phone: +852 6350 0988