Refund Policy

Return Window

We accept eligible return requests within 30 days from the date your order is delivered.

EU customers also have a legal right of withdrawal for online purchases. This means you may cancel and return an eligible order within 14 days from the date you receive it, without giving a reason, subject to the exceptions allowed by law.

Return Eligibility

To be eligible for a return, items must be:

• Unused, unworn, and unwashed
• In the same condition as received
• Returned with original tags attached
• Returned with original packaging where possible
• Free from stains, marks, odors, hair, damage, or signs of wear

Items that do not meet these conditions may be rejected or may only qualify for a partial refund.

Non-Returnable Items

The following items are not eligible for return, unless faulty, damaged, or incorrectly supplied:

• Gift cards
• Items marked as final sale, where permitted by applicable law
• Customized or personalized items
• Items that have been used, worn, washed, altered, damaged, or returned without original tags
• Items that cannot be returned for health or hygiene reasons once unsealed or used, where applicable

Faulty, Damaged, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at info@criniere.eu.com and submit your return request through the EU returns portal.

Please include your order number and clear photos of the issue so we can review the case.

If the issue is confirmed, we will arrange the appropriate solution, which may include a replacement, exchange, repair, refund, or return shipping support, depending on the situation and applicable law.

Refunds

Once your return is received and inspected, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to the original payment method used at checkout.

Refunds are normally processed within 14 days after we receive the returned item or receive proof that the item has been sent back, subject to inspection and approval. Your bank, card provider, or payment provider may take additional time to post the refund to your account.

Original Shipping Costs

Where required by applicable consumer law, eligible refunds may include the cost of standard delivery paid at checkout. Additional shipping upgrades, express shipping, special delivery services, or other optional shipping costs may not be refundable.

Return Shipping Costs

Unless the item is defective, damaged, incorrect, or otherwise required by applicable law, customers are responsible for return shipping costs. If a prepaid return label is provided, the return shipping cost may be shown in the return portal or deducted from the refund, unless the return is due to our error.

Exchanges

Eligible items may be exchanged depending on stock availability. If the requested exchange item is unavailable, we may offer store credit, a refund, or another suitable option.

Sale Items

Sale or discounted items may be returned only if they meet our return eligibility conditions and are not marked as final sale, subject to applicable consumer law.

Gift Orders

If an item was purchased as a gift, the refund may be issued to the original purchaser or provided as store credit, depending on the return method selected and the order details.

Late or Missing Refunds

If your refund has been approved but you have not received it yet, please first check with your bank, card provider, or payment provider. Processing times can vary depending on the payment method.

If you still have not received your refund after checking with your provider, please contact us at info@criniere.eu.com.

Return Address

Please do not send returns directly to our office, warehouse, manufacturer, or any address without first submitting your return request through the EU returns portal. The correct return address and instructions will be provided through the return portal after your return request is approved.

Contact

For return or refund questions, please contact us at:

info@criniere.eu.com