Politique de remboursement

Return & Refund Policy

Quick Summary
We offer a 30-day return policy. Items must be unused and in original packaging. Hygiene items (such as face masks) cannot be returned if opened. Return shipping is paid by the customer (unless the item is faulty). We do not offer direct exchanges – simply return your original item and place a new order. Contact merch@kreatell.com for help.

1. Return Guidelines
If you wish to return an item, please contact our customer service team at merch@kreatell.com to receive return authorization. We are unable to accept returns sent without prior approval from our team. Depending on where your order was shipped from (Sweden or China), you will receive specific instructions on how to proceed.

2. 30-Day Return Guarantee
You can return your purchase within 30 days of delivery for any reason. Email us at merch@kreatell.com with your order number or use the form in Annex I of our Terms.

3. Return Conditions & Exceptions

  • Standard items: Items must be unused, unwashed, and in original packaging. Items showing signs of wear may be subject to a partial refund or rejected.

  • Hygiene items: Due to health and hygiene reasons, we cannot accept returns of sealed face masks once the seal or original hygiene packaging has been opened after delivery, unless the item arrives damaged, faulty, or incorrect.

4. Where to Send Returns & Shipping Costs
Find the correct return address for your region using our return address finder: Find Return Address

You are responsible for return shipping costs unless the item is defective or we failed to inform you at checkout. Please return items within 14 days of your return request being approved.

  • Orders shipped from Sweden: We will provide you with a return shipping label. The cost of this label will be deducted from your final refund amount.

  • Orders shipped from China: You will not receive a return label. You are responsible for purchasing postage and shipping the item back via your local courier.

5. Refunds
We refund your original payment method within 14 days of receiving the goods or proof of return.
We also refund standard outbound shipping (not express or upgraded options).

6. Exchanges
We do not offer direct exchanges. Simply return the original item and place a new order.

7. Faulty or Incorrect Items
If your product is defective or incorrect, email merch@kreatell.com with your order number and photos. We'll cover return shipping and offer a replacement, repair, or full refund.

8. Need Help?
Email us at merch@kreatell.com
Support hours: Mon-Fri, 9 AM - 5 PM (CET)

9. Dispute Resolution (EU Customers)
If we can't resolve your issue directly, you may submit a complaint via the EU ODR platform: https://ec.europa.eu/odr