Refund policy

Last updated: 21 August 2026

Thank you for shopping with Klarza. We want you to genuinely enjoy what you order from us. This Return & Refund Policy explains the conditions for returning eligible items, how refunds are processed, and the responsibilities of both Klarza and our customers.

Please review this policy carefully before requesting a return.

1. Return Window

You may request a return within 30 calendar days from the date your order is marked as delivered by the shipping carrier.

Return requests received after the 30-day return period may not be accepted.

2. Eligible Returns

You may request a return if:

  • Your item arrived damaged during delivery.
  • You received a defective item.
  • You received an incorrect product.
  • The item is no longer wanted and remains eligible for return.
  • You changed your mind after receiving your order.

All return requests are reviewed to confirm that they meet the requirements outlined in this policy.

3. Return Conditions

To qualify for a return, the item must:

  • Be returned within 30 calendar days of delivery.
  • Be unworn, unwashed, unused, and in its original condition.
  • Have all original tags still attached.
  • Be returned in its original packaging.
  • Include all accessories, straps, belts, dust bags, manuals, or other items received with the product, where applicable.
  • Not show signs of misuse, modification, improper handling, or damage caused after delivery.
  • Be accompanied by proof of purchase, your order number, or your confirmation email.

Clothing items showing signs of perfume, makeup, deodorant stains, smoke odour, pet hair, washing, or wear may not qualify for a return.

Items that do not meet these conditions may be refused or returned to the customer without a refund.

4. Non-Returnable Items

The following items are not eligible for return:

  • Underwear, swimwear, and other hygiene-sensitive items where the hygiene seal has been broken.
  • Gift cards.
  • Items marked as Final Sale or Clearance.
  • Items that have been worn, washed, used, assembled, altered, modified, or damaged after delivery.
  • Products returned without their original tags, packaging, or included accessories.
  • Items showing damage caused by misuse, improper handling, or failure to follow care instructions.
  • Return requests submitted after the 30-day return period.

5. Return Authorization

Before sending any item back, please contact us at support@klarza.store to request return authorization.

Please include your order number and the name of the item you would like to return.

Please do not send returns to our registered mailing address.

Once your return request has been reviewed and approved, we will provide you with the correct return address and complete return instructions.

Returns sent without prior authorization may not be accepted and may delay the refund process.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please notify us within 48 hours of delivery.

Please include:

  • Your order number.
  • Clear photographs of the item.
  • Clear photographs of the shipping packaging.
  • A brief description of the issue.

If your return request is approved and the issue was caused by us, we will provide a prepaid return shipping label or other appropriate return instructions.

7. Return Shipping Costs

Returns resulting from our error:

If you received a damaged, defective, or incorrect item and your return is approved, Klarza will cover the return shipping cost.

Change-of-mind returns:

If you return an eligible item because you changed your mind, ordered the wrong size, no longer want the item, or for another personal-preference reason, you are responsible for the return shipping cost.

Original shipping charges are non-refundable unless the return is required because of an error made by Klarza.

8. Restocking Fee

Klarza does not charge a restocking fee for approved returns.

Restocking Fee: £0.00

9. Exchanges

We do not offer direct exchanges.

If you would like a different item, colour, or size, you may return the eligible item under this policy and place a new order separately.

10. Return Inspection

Returned merchandise will be inspected after it has been received.

Once the inspection has been completed, we will send you an email confirming whether your refund has been approved or declined.

If the item does not meet the return conditions stated in this policy, the refund may be declined.

11. Refund Process

Approved refunds will be issued only to the original payment method used for the purchase.

Refunds cannot be issued to a different card, account, payment method, or person.

12. Refund Timeline

Approved refunds are generally processed within 7 business days after the returned item has been received and inspected.

Your bank, card provider, PayPal, or other payment provider may require additional processing time before the refunded amount appears in your account.

13. Late or Missing Refunds

If you have not received your refund after the expected processing period, please:

  • Review your bank or payment account.
  • Contact your card or payment provider.
  • Check with your financial institution regarding its processing times.

If you have completed these steps and your refund is still not showing, please contact us at support@klarza.store.

14. Lost Return Shipments

We strongly recommend using a tracked shipping service when returning an item.

Please keep your return receipt and tracking information until your refund has been completed.

Klarza cannot verify or process return shipments that cannot be confirmed through valid tracking information.

We are not responsible for return parcels that are lost, damaged, or misdirected while being shipped back by the customer.

15. Refused Deliveries

If an order is refused for reasons unrelated to shipping damage, carrier error, or a mistake made by Klarza, the original shipping charge and any carrier return fees may be deducted from the refund, where applicable.

Refusing delivery does not automatically qualify an order for a full refund.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@klarza.store.

Cancellation requests can only be considered before the order has entered processing or fulfilment.

Once an order has been processed, fulfilled, or shipped, it can no longer be cancelled. After delivery, you may request a return in accordance with this policy.

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