Returns & Refund Policy
We want you to love your order. If something is not right, please contact us and we will guide you through the return, exchange, or refund process.
This policy applies to purchases made through our store. Nothing in this policy limits any mandatory consumer rights available under applicable law.
1. Return Window
You may submit a return or exchange request within 14 calendar days from the date your order was delivered.
If more than 14 calendar days have passed since delivery, we may not be able to offer a return, exchange, or refund, unless required by applicable law.
2. How to Request a Return or Exchange
To request a return, exchange, cancellation, refund, or withdrawal, please contact us before sending any item back.
All return, exchange, refund, cancellation, and withdrawal requests must be submitted only by email to our official customer support address:
We do not accept or process return, exchange, refund, cancellation, or withdrawal requests submitted through social media, direct messages, comments, or any other unofficial communication channels.
Please include the following information:
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your order number;
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your full name;
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the name of the item you wish to return or exchange;
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the reason for the return or exchange;
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clear photos of the item, including photos showing the original tags still attached;
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photos of any defect, damage, or discrepancy, if applicable.
We will review your request and contact you with further instructions.
Please do not send your item back until your return request has been approved.
3. Return Address
The address shown on the original parcel, shipping label, or waybill may not be the correct return address.
Please do not send your return to the address shown on the parcel or shipping label.
Returns sent to the wrong address or sent without prior approval may be refused or not accepted.
Once your return request is approved, we will provide the correct return instructions and return address.
4. Return Eligibility
To be eligible for a return, the item must be:
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unused, unworn, and unwashed;
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in the same condition as received;
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free from stains, odors, makeup marks, deodorant marks, pet hair, damage, or signs of wear;
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returned with all original tags, labels, packaging, hygiene liners, protective seals, and accessories attached or included;
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securely packed to avoid damage during return shipping.
We reserve the right to refuse a return or reduce the refund amount if the item does not meet these conditions, where permitted by applicable law.
5. Final Sale and Non-Returnable Items
The following items may be final sale and are not eligible for return, exchange, or refund unless they arrive damaged, defective, incorrect, or unless otherwise required by applicable law:
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items marked as final sale;
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personalized or custom-made items;
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gift cards;
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items that have been worn, washed, altered, stained, damaged, or returned in unsuitable condition;
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hygiene-sensitive items where tags, seals, hygiene liners, or protective packaging have been removed.
Certain hygiene-sensitive accessories, such as earrings, may be final sale once packaging or seals are opened.
6. Size, Color, and Style Selection
Please review the product description, size chart, color, style, and order details carefully before placing your order.
We are not responsible for incorrect size, color, or style selection made by the customer at checkout.
However, if you receive the wrong item, size, color, or style due to our error, please contact us within 7 calendar days of delivery at support@ctrlnuit.com with your order number and clear photos of the item received.
7. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incorrect, or significantly different from the product description, please contact us within 7 calendar days of delivery.
Please email support@ctrlnuit.com and include:
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your order number;
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a description of the issue;
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clear photos or videos showing the defect, damage, incorrect item, or discrepancy;
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photos of the packaging, if relevant.
If the item is confirmed to be damaged, defective, or incorrect, we may offer a replacement, exchange, store credit, or refund, depending on the situation and applicable law.
8. Order Cancellations
Orders may be cancelled before they are processed or shipped.
Once an order has entered processing, we may be unable to cancel or amend it.
If you wish to request a cancellation, please contact us as soon as possible at support@ctrlnuit.com with your order number.
Cancellation requests submitted through social media, direct messages, comments, or any unofficial channel will not be accepted or processed.
9. Exchanges
Exchanges may be available for eligible items, subject to product availability.
If you wish to exchange an item for a different size, color, or style, please contact us first at support@ctrlnuit.com.
If the replacement item is more expensive, you may be required to pay the price difference.
If the replacement item is less expensive, we may refund the difference to your original payment method or offer another solution, depending on the situation and applicable law.
10. Return Shipping Costs
Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or unless otherwise required by applicable law.
Original shipping fees are non-refundable, except where required by applicable law.
We are unable to provide return shipping labels unless otherwise stated or required by law.
Please keep the tracking information for your return package until your return has been received and processed.
We recommend using a trackable shipping service. We are not responsible for returned items that are lost, delayed, damaged, or not delivered to us.
11. Refunds
Once your return is received and inspected, we will notify you by email whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method.
Please note that it may take several business days for your bank, credit card provider, or payment processor to post the refund to your account.
12. Partial Refunds
Partial refunds may be granted in certain situations, including but not limited to:
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items returned with signs of use;
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items not returned in their original condition;
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items missing tags, labels, hygiene liners, packaging, or accessories;
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items damaged for reasons not due to our error;
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items returned outside the approved return period.
We reserve the right to reduce or refuse a refund if the returned item does not meet the conditions of this policy, where permitted by applicable law.
13. Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often processing time before a refund appears.
If you have completed these steps and still have not received your refund, please contact us at support@ctrlnuit.com.
14. Delivery, Lost Packages, and Incorrect Shipping Information
We are not responsible for packages marked as delivered by the carrier to the address provided at checkout.
We are not responsible for delays, failed delivery, or loss caused by incorrect or incomplete shipping information provided by the customer.
Please make sure your shipping address, email address, and contact details are correct before placing your order.
We are not responsible for customs fees, import duties, taxes, or other charges that may apply in the destination country.
15. EU Customers Right of Withdrawal
If you are a customer located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.
To exercise your right of withdrawal, you may use our withdrawal request function, if available, or contact us at:
Please include your name, order number, and a clear statement that you wish to withdraw from your purchase.
Withdrawal requests must be submitted through our official withdrawal request function, if available, or by email to support@ctrlnuit.com. We do not accept or process withdrawal requests submitted through social media, direct messages, comments, or unofficial communication channels.
After submitting a withdrawal request, you will receive a confirmation by email.
If the order has already been shipped or delivered, the item must be returned before a refund is processed, unless otherwise required by applicable law.
Refunds will be issued after we receive the returned item or valid proof that the item has been sent back.
EU customers are responsible for return shipping costs unless the item is faulty, damaged, incorrect, or unless otherwise required by applicable law.
Returned items should be sent back in a condition that allows us to assess them. If an item has been used beyond what is necessary to inspect its nature, characteristics, and fit, a reduction may be applied to the refund where permitted by applicable law.
Certain products may be excluded from the right of withdrawal under applicable consumer protection laws, including personalized items, custom-made items, and sealed hygiene-sensitive items once opened.
This EU Right of Withdrawal section does not limit any mandatory consumer rights available under applicable law.
16. Contact Information
For return, refund, exchange, cancellation, or withdrawal requests, please contact us only through our official customer support email:
We do not accept or process return, refund, exchange, cancellation, or withdrawal requests submitted through social media, direct messages, comments, or unofficial communication channels.