Refund policy
KRUSH VELVET CLOTHING CO.
Return, Refund & Pre-Order Policy
Built for the Grown.
At Krush Velvet Clothing Co., premium style goes beyond the garments we create. We are committed to quality, thoughtful service, and a transparent shopping experience.
Please review this policy before placing your order.
1. Returns & Eligibility
We accept eligible return requests submitted within 14 calendar days after delivery.
To qualify for a discretionary return, merchandise must be:
- Unworn, unwashed, and unused.
- Free from customer-caused damage, stains, odors, or alterations.
- Returned with original tags attached, where supplied.
- Accompanied by proof of purchase or an order number.
To initiate a return, email support@krushvelvet.com with your order number and reason for the request.
Please do not mail merchandise to us or to our manufacturing partner without receiving return instructions.
2. Pre-Orders & Made-to-Order Merchandise
Selected Krush Velvet collections are offered through limited-release pre-orders and made-to-order fulfillment.
For pre-orders:
- Full payment is collected at checkout.
- Production or fulfillment may begin after your order is received and reviewed.
- Processing and manufacturing times are separate from carrier delivery times.
- The estimated dispatch timeframe applicable to your order will be communicated before purchase.
Built for the Grown — First Access Drop
For eligible First Access Drop pre-orders, estimated dispatch is 7–14 calendar days after purchase.
This estimate refers to when the merchandise is expected to ship, not when it will arrive.
3. Pre-Order Cancellations
Customers may request cancellation before production begins.
For cancellation purposes, production begins when our fulfillment provider accepts the order for manufacturing. Payment collection and the initial Shopify order confirmation do not, by themselves, establish that production has started.
Eligible pre-production cancellation requests will receive a full refund to the original payment method.
Once manufacturing begins, voluntary cancellation or modification may be restricted due to the made-to-order nature of the product.
These restrictions do not override legally required cancellation and refund rights, including rights related to shipping delays or unfulfilled orders.
To request cancellation, email support@krushvelvet.com with your order number and the subject line PRE-ORDER CANCELLATION REQUEST.
4. Made-to-Order Returns
Standard-sized made-to-order garments, including eligible First Access Drop merchandise, qualify for the 14-day return policy when the return conditions are satisfied.
Items that are individually personalized or custom-manufactured to specifications beyond our standard size and design options may have separately disclosed discretionary return exclusions.
Such exclusions must be clearly communicated before checkout.
No exclusion limits customer remedies required by applicable law for defective, damaged, incorrect, delayed, or unfulfilled merchandise.
5. Promotional Purchases
Merchandise purchased using GROWN10, or another promotional discount, remains eligible for standard returns unless a clearly disclosed, lawful exception applies.
Approved discretionary refunds reflect the actual amount paid for the returned merchandise, including applicable adjustments and any taxes or charges refundable under law.
The use of a promotional code does not automatically make an item final sale.
6. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or incorrect, please contact us promptly at support@krushvelvet.com.
Include your order number, a description of the issue, and photographs if available.
We encourage notification within 48 hours of delivery to assist with investigation, but this recommended reporting period does not eliminate legally protected remedies.
Depending on the circumstances, Krush Velvet will arrange an appropriate replacement, refund, or other remedy.
Customers will not be required to pay return shipping for verified merchandise errors or defects for which Krush Velvet is responsible.
7. Exchanges
We do not currently offer automatic direct exchanges for discretionary changes in size, color, or style.
If an item qualifies for return, customers may return it according to this policy and place a separate order for their preferred replacement.
Limited-release merchandise may not be available for repurchase.
Remedies for defective or incorrect merchandise are handled separately.
8. Return Shipping
For discretionary returns, customers are responsible for return shipping unless otherwise stated.
Original outbound shipping charges are generally nonrefundable for discretionary returns except where required by law.
We recommend using a trackable shipping service and retaining proof of shipment.
Customer service will supply the approved return destination and instructions.
9. Refund Processing
After an eligible return is received and inspected, Krush Velvet will notify the customer whether the discretionary refund is approved.
For approved discretionary returns, we aim to initiate payment refunds within 5–10 business days after approval.
Refunds will ordinarily be issued to the original payment method.
Additional posting time may be required by PayPal, a card issuer, or another financial institution.
Legally required refunds, including refunds under federal shipping-delay rules, will be processed within the applicable legal deadline rather than our ordinary voluntary-return timeframe.
10. Shipping Delays & Unfulfilled Orders
If we cannot ship an order within the promised timeframe, we will provide the customer with the notices, revised shipping information, cancellation options, and refunds required by applicable law.
Where required, customers may refuse a proposed delay and receive a full and prompt refund for the unshipped merchandise and associated charges.
If an order cannot be fulfilled, Krush Velvet will cancel and refund it as required.
Production having started does not eliminate these statutory rights.
11. Lost or Missing Shipments
If an order appears lost, significantly delayed, or marked delivered but cannot be located, contact customer service.
Krush Velvet will review available tracking details, coordinate with the shipping carrier or fulfillment provider as appropriate, and provide any remedy required by law.
12. Customer Support
Krush Velvet Clothing Co.
Website: www.krushvelvet.com
Email: support@krushvelvet.com
Please include your order number with all customer-service requests.
13. Consumer Rights & Policy Updates
Nothing in this policy excludes or limits rights that customers cannot legally waive.
Krush Velvet may update this policy for future purchases. Existing orders remain subject to the applicable terms and representations made at the time of purchase, together with governing law.
Effective date: October 28, 2026.
KRUSH VELVET CLOTHING CO.
Upscale, but Urban.
Built for the Grown.