Refund policy

We have a 14day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the order number as your reference number.

Please note that if a return is requested due to a change of mind, the customer is responsible for the return shipping cost, and the original shipping fee will not be refunded.

To start a return, please contact us at kroove.official.82@gmail.com.
If your return is accepted, we’ll send you a return shipping label and instructions for return the item/s. Items sent back to us without approved return will not be accepted. 

You can always contact us for any enquiries at kroove.official.82@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item so that we can investigate further

Exceptions / non-returnable items
Certain items like perishable goods and custom products (special orders or personalised items) cannot be returned. We also do not accept returns for hazardous materials. Please get in touch if you have questions or concerns about your item. 

Unfortunately, we cannot accept returns on sale items, pre-order or gift cards.

Pre-Order Policy

At KROOVE, we offer pre-order items to provide fans with early access to exclusive and limited-edition merchandise.

Cancellation & Refund Policy

Pre-order items are non-refundable and non-cancellable once the order is placed, as they are often customised or produced in limited quantities specifically for each customer. By placing a pre-order, you agree to the estimated shipping schedule provided and acknowledge that production and delivery timelines may vary slightly depending on manufacturing or logistical circumstances.

Shipping Schedule

The average delivery time for regular shipping is approximately 10 business days, while express shipping may take up to 7 business days. Please note that actual delivery times may vary depending on local courier operations, customs clearance, and other unforeseen delays.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. You’ll be automatically refunded using your original payment method within 10 business days if approved. Please remember it can take some time for your bank or credit card company to process and post the refund. 
If more than 15 business days have passed since we’ve approved your return, don't hesitate to contact us at kroove.official.82@gmail.com.