Refund policy

Returns & Guarantee Last updated: January 2025

The Short Version

You have 14 days to return any KREAZ product, no questions asked. If the product has a defect or arrived damaged, we cover the return cost. If you simply changed your mind, return shipping is yours. Either way, the process is straightforward.

How to Start a Return

You can initiate a return in two ways:

Self-service: Log into your account at kreaz.co, navigate to your order, and select "Request Return." Follow the steps on screen.

By email: Contact us at returns@kreaz.co with your order number and a brief description of the reason.

Items sent back without first requesting a return will not be accepted. Once your return is accepted, we will provide full instructions on how and where to send your package.

Return address will be confirmed at the time of your return request.

Return Window

You have 14 days from the date you receive your order to request a return.

For customers in the European Union: under EU consumer law you have the right to cancel or return your order within 14 days for any reason, without justification. The same product condition requirements below apply.

Eligibility

To be eligible for a return, your item must be:

In the same condition as received
Unfolded — the steel sheet must not have been bent
In its original packaging, with all included items (cotton bag, gloves, manifesto card, hardware kit, magnet)
Accompanied by proof of purchase (order confirmation email is sufficient)

Important note on the fold: The fold on a KREAZ shelf is a one-time, permanent action. Once the steel has been folded and locked, the structural form is set. If a folded shelf is forcibly reopened, the geometry is compromised and the product cannot be returned as unused. Please do not fold the shelf unless you intend to keep it.

Return Shipping Cost — Who Pays

KREAZ covers return shipping when:

The product arrived damaged from transit
The steel sheet has a manufacturing defect
The powder coat has a defect beyond the normal Human Signature variation (see below)
You received the wrong item
The lock mechanism does not engage correctly after a single correct fold

You cover return shipping when:

You changed your mind
You ordered by mistake
The product is not what you expected aesthetically

In cases where we are responsible, we will provide a prepaid return label at no cost to you.

Product-Specific Scenarios

The fold went wrong. The fold should be performed once, slowly, with even pressure along the scored lines. A small amount of firm pressure may be required for the lock to fully engage — this is normal. Once locked, the shelf should not reopen on its own under any circumstances. If yours does, contact us — that is a defect and we will replace it.

If the fold went wrong due to user error (wrong angle, force applied off the scored line), contact us anyway. We will assess it. Our Mistake-Free Guarantee exists precisely for this scenario.

Minor paint variations around the fold line. Small coating micro-variations at the fold point are an inherent result of bending powder-coated steel. These do not affect structural integrity and are within product specification. They are not grounds for return. If the variation is significant — flaking, large bare patches, or coat separation — that is a defect and is covered.

The product arrived damaged. Inspect your order upon reception. If the box or the steel sheet shows damage from transit, photograph both before doing anything else and contact us within 7 days of delivery. We will resolve it within 48 hours — replacement dispatch or full refund, your choice.

Wrong item received. Contact us at returns@kreaz.co immediately. We will arrange return collection and dispatch the correct item at no additional cost.

Exchanges

The fastest way to exchange a product is to return your original item and place a new order once the return is accepted. We do not process direct exchanges — this keeps things cleaner for both sides.

Non-Returnable Items

The following cannot be returned:

Products that have been folded (unless a manufacturing defect is present)
Items not in original condition or missing original packaging components
Sale items
Gift cards

Refunds

Once we receive and inspect your return, we will notify you by email whether the refund has been approved.

If approved, your refund will be processed automatically to your original payment method within 10 business days. Your bank or card provider may take additional time to post the amount — this is outside our control.

If 15 business days have passed since your refund was approved and you have not received it, contact us at returns@kreaz.co.