Requesting a return
Submit a request through your customer account or email contact@thekrovn.com within 30 days of receipt. Items sent without prior approval will not be accepted. Once approved, we will provide instructions and the return address.
After your purchase
Returns & refunds
You may request a return within 30 days of receipt. The statutory 14-day EU withdrawal right remains fully applicable unless a lawful exception applies.
Product condition
The item must be unworn, unused, unwashed, uncut, uncoloured, unstyled and free from adhesive or remover. Tags, lace, protective film and hygiene seals must remain intact. Return it in its original packaging with proof of purchase.
EU cooling-off right
EU consumers have 14 days from receipt to notify withdrawal and a further 14 days to return the goods. Clearly personalised goods and unsealed goods unsuitable for return for health protection or hygiene reasons may be excluded where the law permits. Opening the outer parcel without breaking the hygiene seal does not by itself remove the right.
Non-returnable products
A hair system that has been worn, bonded, cut, coloured, washed or had its hygiene seal broken cannot be resold and may be excluded from return where permitted by law. Opened or used adhesives and personalised goods may also be excluded. Sale goods do not automatically lose statutory rights. Gift cards are non-refundable unless the law requires otherwise.
Defects, errors and refunds
Inspect the order on receipt and contact us immediately if it is defective, damaged, incorrect or non-conforming. These cases are handled separately from change-of-mind returns and statutory warranties remain applicable. Refunds are issued to the original payment method within the statutory period and may be withheld until the goods or proof of dispatch are received where permitted.
Withdrawal notice
You may email contact@thekrovn.com stating: “I hereby give notice that I withdraw from order [number], received on [date], in the name of [name], at [address], dated and signed.”