Refund policy
Last Updated: August 11, 2026
At Cruzz, every piece is created with care, intention, and attention to detail.
To provide a more thoughtful production process and reduce unnecessary waste, our products are created after an order is placed. This allows us to focus on responsible production while ensuring that each item is prepared specifically for our customers.
This Refund & Return Policy explains how returns, replacements, and refunds are handled.
1. GENERAL POLICY
Because each product is created specifically after an order is placed, we do not accept general returns or exchanges for products that are correctly produced and delivered.
This includes situations such as an incorrect size selection by the customer, a change of mind, personal preference, or different expectations regarding fit, color, or style.
We strongly encourage customers to carefully review product descriptions, size guides, and product information before placing an order.
2. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS
We stand behind the quality and craftsmanship of our products.
If your order arrives with a manufacturing defect, printing or production error, damage caused during production or shipping, or an incorrect item compared to your order, please contact us within 14 days after receiving your order.
To help us resolve the issue efficiently, please provide your order number, photos showing the issue, and a description of the problem.
After reviewing your request, we will determine the appropriate solution based on the circumstances. This may include a replacement product, a refund, or another reasonable resolution.
3. CUSTOM & PERSONALIZED PRODUCTS
Some products may be created according to individual customer requirements.
Custom and personalized products may include customer-inspired designs, personalized names, messages or details, individual artwork requests, specific design adjustments, and custom creative concepts.
Because these products are created specifically for each customer and generally cannot be resold, custom and personalized products are not eligible for cancellation, return, or refund due to a change of mind, personal preference, or incorrect customization choices provided by the customer, to the extent permitted by applicable law.
Before production begins, customers are responsible for reviewing and approving all submitted details, including spelling and wording, names and personal information, design preferences, colors, placement instructions, and final customization details.
Once production has started, modifications or cancellations may no longer be possible.
However, if a custom or personalized product arrives damaged, defective, or does not match the approved design specifications, please contact us. We will review the situation and provide an appropriate solution.
4. CUSTOM DESIGN APPROVAL PROCESS
For custom design requests, the following process applies.
Step 1 — Customer Request
The customer provides their ideas, preferences, references, and requirements.
Step 2 — Design Creation
Cruzz creates a design concept based on the customer's request.
Step 3 — Customer Approval
Before production begins, the customer reviews and approves the final design.
By approving the design, the customer confirms that all text and spelling are correct, the design details meet their expectations, and the selected options and specifications are accurate.
Step 4 — Production
After approval, the product enters production and cannot normally be modified or cancelled.
5. EUROPEAN UNION CUSTOMERS
For customers located in the European Union or European Economic Area, refunds and returns are handled according to applicable consumer protection laws and this Refund & Return Policy.
Where applicable, consumers may have statutory rights, including rights relating to withdrawal, defective goods, conformity, refunds, and remedies.
For custom and personalized products, the statutory right of withdrawal may not apply where an applicable legal exception permits this.
Nothing in this policy is intended to exclude or restrict mandatory consumer rights that cannot legally be excluded or restricted.
6. SWITZERLAND CUSTOMERS
For customers located in Switzerland, refunds and returns are handled according to applicable Swiss law and this Refund & Return Policy.
Nothing in this policy is intended to exclude or restrict mandatory rights that cannot legally be excluded or restricted under applicable law.
7. UNITED STATES CUSTOMERS
For customers located in the United States, refunds and returns are handled according to applicable federal, state, and local laws and this Refund & Return Policy.
Where applicable law provides mandatory consumer rights or remedies, those rights remain unaffected by this policy.
8. REFUND PROCESS
Approved refunds will generally be issued to the original payment method.
Processing times may vary depending on the payment provider, financial institution, and customer location.
Customers will receive confirmation once a refund has been processed.
Where a replacement is approved instead of a refund, the replacement will be arranged in accordance with the circumstances of the individual case.
9. CONTACT INFORMATION
If you have questions regarding refunds, returns, defective or incorrect orders, or custom products, please contact us.
Email:
cruzzcore@protonmail.com
Business Name:
Cruzz
Address:
Schwellbrunnerstrasse 74
9100 Herisau
Switzerland
Last Updated: August 11, 2026