Refund & Returns Policy

Overview

At Croale, we are committed to delivering high-quality products and a smooth shopping experience.
To maintain fairness, hygiene standards, and fraud protection for all customers, please review this policy carefully.

By placing an order on our website, you agree to the terms outlined in this Refund & Returns Policy.

All sales are considered final once an order has been processed, except in the limited circumstances described below.

Nothing in this policy overrides any statutory consumer rights that may apply under applicable law.

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Shipping & Delivery Expectations

Orders are processed within 1–3 business days and typically arrive within 7–15 business days after shipment, depending on destination and carrier conditions.

During peak seasons, holidays, or high-demand periods, delivery times may be extended.
These potential delays are clearly stated on the product page prior to purchase, and by completing checkout, customers acknowledge and accept these delivery timeframes.

Delays caused by:

• Customs processing

• Weather disruptions

• Carrier issues

• High seasonal demand

are outside of our control and do not qualify for refunds, cancellations, or chargebacks.

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Return Eligibility

We only offer replacements or refunds in the following cases:

1. Damaged or Defective Items

If your item arrives damaged or has a manufacturing defect, you must contact us within 14 days of delivery.

To be eligible, customers must provide:

• Clear photos of the defect

• Photos of the packaging and shipping label

• The order number

Once approved, we will provide either:

• A replacement item (preferred resolution), or

• A refund to the original payment method if a replacement is unavailable.

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2. Incorrect Items Received

If you receive the wrong product, contact us within 14 days of delivery with photo proof.

After verification, we will:

• Send the correct item at no additional cost, or

• Issue a refund if replacement is not possible.

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Non-Returnable Situations

We do not offer refunds or returns for:

• Change of mind or buyer’s remorse

• Sizing issues, incorrect fit, or size-related preference

• Personal preference in style, color, or material

• Items marked as final sale or purchased at a discounted or promotional price

• Shipping delays outside our control

• Items marked as delivered by the carrier

• Orders without valid proof of issue

• Used, worn, or washed items

For hygiene and safety reasons, the following are also non-returnable unless defective:

• Personal care items

• Beauty or cosmetic products

• Intimate apparel or undergarments

• Any item that directly contacts the skin or body

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Delivered but Not Received

If tracking shows delivered, the order is considered fulfilled.

Customers must:

1. Check with household members or neighbors

2. Contact the shipping carrier or local post office

Refunds or replacements are not issued for packages marked delivered.

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Cancellations & Order Changes

Orders may only be canceled or modified within 24 hours of purchase.

After this window, orders enter processing and cannot be changed or canceled.

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Refund Processing

If a refund is approved:

• It will be issued to the original payment method

• Processing occurs within 5–10 business days, depending on your bank

Original shipping fees are non-refundable.
Customers are responsible for return shipping costs, unless the issue is due to our error.

Shipping services are provided through third-party fulfillment and carrier partners, and shipping costs are incurred once an order has been shipped.
For this reason, shipping charges cannot be reimbursed after shipment has occurred.

We reserve the right to provide a replacement instead of a refund when appropriate.

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European Union 14-Day Cooling-Off Right

The following applies only to orders delivered within the European Union and does not affect customers in other regions.

In accordance with applicable consumer protection laws, customers in the European Union have the legal right to cancel or return their order within 14 days of delivery, for any reason and without justification.

To qualify for a return under this right:

• The item must be unused, unworn, unwashed, and in the same condition received

• All original tags, packaging, and accessories must be included

• Proof of purchase must be provided

Unless the return is due to a defect or incorrect item, customers are:

• Responsible for return shipping costs

• Refunded for the item price plus the original standard shipping cost, as required by European consumer law

This cooling-off right does not apply to:

• Items sealed for hygiene or personal use once opened

• Intimate apparel, cosmetics, or personal care products

• Customized or made-to-order items

• Any items otherwise exempt under applicable consumer protection regulations

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Abuse, Fraud & Chargebacks

To protect against fraud and misuse:

• Customers must contact our support team and allow 72 hours for resolution before filing a dispute.

• Filing a false or abusive chargeback may be considered fraud.

• We actively submit tracking confirmation, delivery proof, IP address data, and order verification to payment providers during disputes.

• We reserve the right to deny refunds, returns, or future service to customers with excessive refund or dispute history, where permitted by law.

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How to Request Support

To request assistance, please contact our support team with:

• Order number

• Description of the issue

• Required photo proof (if applicable)

Submitting incomplete information may delay or void eligibility.

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Final Note

We understand issues can occasionally occur and are committed to resolving legitimate concerns quickly and fairly.
Thank you for choosing Croale and trusting us with your order.

— The Croale Team