Returns, Refunds and Cancellation Policy

Last updated: 3 August 2026

At Kritzy, we want you to be delighted with your purchase. This policy explains when an order can be cancelled, returned, exchanged or refunded.

Nothing in this policy limits any mandatory consumer rights available under applicable UAE law.

Order cancellations

Please contact us as soon as possible after placing your order.

An order may be cancelled for a full refund only if production, personalisation, packaging or fulfilment has not started. Print-on-demand and made-to-order products can enter production quickly, so cancellation cannot be guaranteed after an order is confirmed.

Once production or fulfilment has started, the order cannot normally be cancelled or modified.

If Kritzy cancels an order because a product is unavailable, there is a pricing error or we cannot fulfil it, the customer will receive a full refund to the original payment method.

Returns for ready-made products

Eligible ready-made products may be returned within seven calendar days after delivery, provided that they are:

• Unworn, unused and unwashed

• Free from perfume, smoke, makeup, deodorant marks or other stains

• Returned with their original tags and packaging

• In a condition suitable for resale

• Accompanied by the order number or proof of purchase

Returns must be approved by Kritzy before they are sent. Please do not return a product to the address printed on the delivery package, as it may belong to a fulfilment partner and might not accept customer returns.

Made-to-order and personalised products

Print-on-demand, customised, personalised and made-to-order products are created specifically for each customer. These products cannot be returned or exchanged because of a change of mind, incorrect size selection or personal preference once production has started.

This exception does not apply when the product is defective, damaged, incomplete, incorrectly supplied or materially different from its advertised description.

Customers should review the relevant size chart, product description and personalisation details carefully before completing an order.

Size exchanges

A size exchange may be requested for an eligible ready-made product within seven calendar days of delivery, subject to availability and the return conditions above.

Size exchanges are not normally available for personalised or made to order products unless Kritzy supplied a different size from the one ordered.

Damaged, defective or incorrect products

If an order arrives damaged, defective, incomplete, incorrect or materially different from its description, contact us as soon as possible—preferably within seven calendar days of delivery.

Please provide:

• Your order number

• A description of the issue

• Clear photographs of the product

• Photographs of the packaging and shipping label, when relevant

After reviewing the claim, Kritzy will offer an appropriate remedy, which may include repair, replacement, exchange or refund. Kritzy will cover reasonable return or replacement shipping costs where the product is confirmed to be defective, damaged or incorrectly supplied.

Reporting within seven days helps us investigate quickly but does not restrict any mandatory rights available under UAE consumer-protection law.

Products that cannot be returned

Unless defective, damaged, incorrectly supplied or otherwise required by law, returns are not accepted for:

• Personalised, customised or made-to-order products

• Print-on-demand products after production begins

• Products marked as final sale or non-returnable before purchase

• Gift cards

• Intimate apparel, swimwear or hygiene-sensitive products where the protective seal has been opened

• Products that have been worn, washed, altered or damaged after delivery

• Products without their original tags or packaging

• Products showing perfume, makeup, deodorant marks, stains, odours or signs of use

Return shipping

For an eligible change-of-mind return, the customer is responsible for return shipping costs. Original delivery charges are non-refundable unless the product was defective, damaged or incorrectly supplied.

We recommend using a tracked shipping service. Kritzy is not responsible for return parcels lost or damaged before reaching the approved return location.

Do not send a return until you have received return instructions and the approved return address from Kritzy.

Refunds

Returned products will be inspected after receipt. If approved, the refund will be issued to the original payment method, normally within seven business days after inspection.

Banks and payment providers may require additional processing time before the refund appears in the customer’s account.

Kritzy may reduce or refuse a refund where a returned product has been used, washed, altered, damaged or handled beyond what is reasonably necessary to inspect it, subject always to applicable law.

Shipping fees, customs charges and import duties are generally non-refundable unless the return results from a mistake by Kritzy or a defective product.

Refused and undeliverable orders

Customers are responsible for providing a complete and accurate delivery address. If an order is returned because of an incorrect address, refusal, failed delivery or failure to collect it, additional delivery charges may apply.

Personalised and made-to-order products returned as undeliverable may not qualify for a product refund, except where required by law.

Colour and appearance

We make reasonable efforts to display product colours accurately. However, colours may vary slightly because of screen settings, lighting, photography and fabric production.

Minor variations that do not materially change the product are not normally considered defects. This does not apply where the product is materially different from its description or images.

How to request a return or cancellation

Contact Kritzy at support@kritzy.ae with your:

• Full name

• Order number

• Reason for the request

• Relevant photographs, when applicable

We will review the request and provide further instructions. Returns sent without prior approval may be refused or delayed.

Governing rights

This policy is governed by the applicable laws of the United Arab Emirates. If any provision conflicts with a mandatory consumer right, the mandatory legal requirement will apply.