Return and Refund Policy

Returns vs. Complaints – What’s the difference?

  • Return – You have the right to return a product within 14 days of receiving it, without providing a reason, as long as it is unused and in its original condition. The exception applies to handmade products made to order, which cannot be returned but may be subject to a complaint if they are defective.

     

  • Complaint – If the product is defective, you may file a complaint. In such a case, you may request a replacement or a refund—this applies to all products available in our store.

     

1. Returns & Complaints

 

1.1 We want you to be fully satisfied with your purchase at Cruxed! If the product does not meet your expectations, you have 14 days from the delivery date to return it and receive a refund. The exception applies to personalized (handmade) products that are made to order. These products cannot be returned unless they are defective.
1.2 The returned product must be unworn, undamaged, and in its original packaging. If there are damages or missing components, the seller may deduct an amount for the loss of product value.
1.3 The customer is responsible for the cost of returning the product unless the return is due to an error on Cruxed’s part (e.g., a damaged or incorrect item).
1.4 The refund will be processed after the returned item has been received and inspected, no later than 14 days from the date of receipt.

How to request a return?

Before sending the product back, please contact us at support@cruxed.shop with the subject line:

Return – [Order Number]

If you’d like, let us know why you decided to return the product. Your feedback helps us improve and enhance customer satisfaction. While not required, we highly appreciate it as we strive to get better!

 

2. Complaints

 

2.1 Complaints require a description and photos of the defect to be sent to the email address support@cruxed.shop. The complaint processing time is up to 14 working days, and once it is completed, the refund will be processed within the standard period of up to 14 days from the decision.
2.2 If the complaint is accepted, Cruxed will refund the customer’s shipping costs.
2.3 If a complaint is approved, the customer may choose between a refund or a replacement if the product is available in stock. If the product is unavailable, a refund will be issued.
2.4 Due to the handmade nature of products labeled as handmade, slight variations may occur between the product’s appearance in photos and its actual look. This does not constitute grounds for a complaint.

How to file a complaint?

Before sending the product back, please contact us at support@cruxed.shop with the subject line:

Complaint – [Order Number]

Please provide a detailed description and photos of the defect.

 

3. When does Cruxed cover return shipping costs?

 

3.1 We cover return shipping costs only in the following cases:

  • If the product arrives damaged or defective.
  • If the product does not match the description on our website.

3.2 If your return falls into one of these categories, contact us at support@cruxed.shop, and we will provide a return shipping label.
3.3 If you are returning a product because you changed your mind, the return shipping cost is the customer’s responsibility.

 

4. Return & refund process

 

4.1 Refunds are processed within 14 days from the date of receiving the returned product.
4.2 Funds will be refunded to the original payment method used for the purchase.

 

5. Lost or stolen packages

 

5.1 Once an order has been shipped, Cruxed is not responsible for lost or stolen packages.
5.2 If your package is lost in transit, please contact the shipping carrier to file a claim.
5.3 If you need assistance, contact us at support@cruxed.shop, and we will do our best to help resolve the issue.