Refund policy

Last updated: 10 September 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 will 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 & Return Labels

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

Please include your order number, the item name, and the reason for the return.

How to get a return label:

  • Defective, Damaged, or Incorrect Items (Our Error): If your return is approved due to an issue on our end, Klarza will cover the return shipping cost. We will email you a prepaid return shipping label. Simply download the label, print it out, attach it securely to your return package, and drop it off at the designated carrier location.
  • Change of Mind Returns: If you are returning an item because you changed your mind, ordered the wrong size, or no longer want it, you are responsible for purchasing and providing your own return shipping label as well as covering all return shipping costs.

6. Return Shipping Costs

Returns resulting from our error: Klarza fully covers all return shipping fees for damaged, defective, or incorrect items.

Change-of-mind returns: The customer is responsible for all return shipping charges.

Original shipping charges are non-refundable unless the return is due to an error made by Klarza.

7. Restocking Fee

Klarza does not charge any restocking fees for approved returns.

Restocking Fee: £0.00

8. Exchanges

We do not accept or offer exchanges.

If you need a different size, color, or alternative item, please return the original eligible item for a refund and place a separate new order on our website for the desired item.

9. Return Inspection

Returned merchandise will be thoroughly inspected upon arrival at our facility.

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

10. Refund Process & Timeline

Approved refunds will be processed back to your original payment method within 7 business days of receiving and inspecting your returned item.

Please note that your bank or payment provider (such as PayPal or credit card issuers) may take additional time to post the refunded amount to your account balance.

11. Late or Missing Refunds

If you have not received your refund after 7 business days, please check your bank account first, then contact your payment card provider or financial institution.

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

12. Lost Return Shipments

We strongly recommend using a trackable shipping service for all returns. Please retain your shipping receipt and tracking information until your refund is processed. Klarza is not responsible for lost, stolen, or damaged return parcels during transit.

13. Refused Deliveries

If a delivery is refused for reasons unrelated to shipping damage or an error by Klarza, original shipping costs and carrier return fees may be deducted from any refund issued.

14. Order Cancellations

Cancellation requests can only be accepted before an order enters processing or fulfillment. Once an order has been shipped or processed, it cannot be canceled. You may submit a return request after receiving the package.

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