Refund policy

KREYN
Return & Refund Policy

Last updated: 4 September 2026

1. Return Window
We accept return requests within 7 days of the delivery date. Requests made after this window will not be accepted under any circumstances. The 7-day period is calculated from the date shown as "delivered" on the courier tracking, not the date you received or opened the parcel.

2. Condition of Items
To be eligible for a return, items must meet all of the following conditions:

• Unworn, unwashed, and unaltered
• All original tags and hygiene stickers still attached
• Original packaging included
• No stains, odours (including perfume, smoke, or deodorant), marks, or signs of wear

Items that do not meet every condition above will be rejected and sent back to the customer at their own cost. We do not offer partial refunds or store credit for items returned in unsatisfactory condition.

3. Non-Returnable Items
The following items cannot be returned or exchanged under any circumstances:

• Underwear, swimwear, and other items with a hygiene seal
• Earrings and other pierced accessories
• Items marked as Final Sale, clearance, or purchased with a discount code of 30% or more
• Gift cards
• Items visibly worn, damaged, or altered by the customer

4. How to Request a Return
Returns are not automatically accepted — every request must be approved in advance. To request a return, contact us via the chat box on our website or at kreyn.fashion@gmail.com within the 7-day window with your order number and the reason for return, and photos of the item if it is damaged or faulty. We will not accept items sent back to us without a prior approved return request; unapproved returns will be refused at the door and no refund will be issued.

5. Return Shipping Costs
Return shipping is the customer's responsibility, except where the item is faulty or an incorrect item was sent. We strongly recommend using a tracked shipping service — we are not responsible for returns lost or damaged in transit, and a refund will not be issued unless the item is received back in the condition described above.

6. Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method within 7–10 business days and do not include original shipping costs. If the item fails inspection under Section 2, no refund will be issued and the item will be returned to you at your own cost. Refunds will not be provided if there is an issue with sizing or wanting a different colour.

7. Exchanges
We do not offer direct exchanges. If you would like a different size or colour, please return the original item for a refund (subject to the terms above) and place a new order.

8. Faulty or Incorrect Items
If you believe an item is faulty or you received the wrong item, contact us within 48 hours of delivery via the chat box on our website or at kreyn.fashion@gmail.com with photos of the issue. Claims made outside this window may not be accepted. Once verified, we will cover return shipping and offer a replacement, exchange, or refund at our discretion.

9. Final Decision
Kreyn reserves the right to refuse a return or refund if the conditions of this policy are not met. Repeated return requests from the same customer may result in future orders being declined.