Refund policy

Return & Refund Policy

We want every order to make you smile. If something isn't right, please don't hesitate to reach out — we're here to help and will work with you to find the best solution.

Return Window

You have 30 calendar days from the date your package is delivered to submit a return request. All returns require our approval in advance, along with photos of the item. Items must be returned unused, undamaged, and in their original packaging with all accessories included.

Non-Returnable Items

Customized products and clearance sale items cannot be returned for personal preference. If these items arrive damaged or incorrect, please contact us within 48 hours of delivery with clear photos and we'll do our best to resolve it for you.

Changed Your Mind? (Buyer's Remorse Returns)

We totally understand — sometimes things just don't work out. If you'd like to return an item for personal reasons (wrong size, changed your mind, etc.), we're happy to help. Please note that international return shipping costs are the buyer's responsibility, and original shipping fees are non-refundable. We don't provide prepaid return labels for these cases. Please also be aware that return shipments to China may incur customs fees, which are borne by the sender.

Damaged, Wrong, or Missing Items

We're sorry if your order didn't arrive as expected. If your item is damaged, incorrect, or something is missing, please contact us at support@kreallo.com within 48 hours of delivery with clear photos of the outer packaging and the item. Our team will review your case promptly and work with you to find a suitable resolution.

How the Return Process Works

Once your return is approved, ship the item back and send us the tracking number within 14 days. After our warehouse receives and inspects the return, your refund will be processed within 5–7 business days. Your bank or PayPal may take additional time to reflect the amount.

When Returns Are Rejected

To keep things fair for everyone, we're unable to accept unauthorized returns, or items that are used, damaged, or missing parts. In these cases, return shipping costs remain the buyer's responsibility.

Not Sure If a Return Is Worth It?

If international shipping costs seem high relative to the item's value, reach out to us first at support@kreallo.com. We'd rather find a solution that works for both of us — whether that's a partial refund, store credit, or another arrangement.

Have questions? We're always happy to help: support@kreallo.com