Refund policy
Refund Policy
Last updated: July 9, 2026
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags attached, and in its original packaging. You’ll also need your order number or proof of purchase.
How to Start a Return
To start a return, please contact our support team at:
Email: support@thekzz.com
Please do not send any items back before receiving return instructions from our support team. Returns sent without prior approval may not be accepted.
Once your return request is approved, we will provide instructions on where and how to send your package.
Return Shipping
Customers are responsible for return shipping costs for personal preference returns, including changes of mind, incorrect size selection, or style preference.
If the item is defective, damaged, or incorrect, please contact us immediately. We will review the issue and provide assistance.
Damaged or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible if:
- The item arrives damaged
- You receive the wrong item
- There is a quality issue with your purchase
Please provide photos and your order information so our team can assist you quickly.
Non-Returnable Items
Certain items cannot be returned, including:
- Custom products
- Personalized products
- Final sale items clearly marked on the product page
- Gift cards
For hygiene and safety reasons, underwear, intimate apparel, and similar sealed products cannot be returned or exchanged once delivered and unsealed, unless the item is defective, damaged, or incorrect.
Sale Items
Sale items are eligible for return unless they are clearly marked as final sale on the product page.
Exchanges
If you need a different size or color, please contact our support team first.
We will help you with the exchange process and provide the best solution based on your order situation.
Please do not send items back before receiving return instructions from our support team.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or withdraw from your purchase within 14 days after receiving your order, without providing any reason.
To submit an EU withdrawal request, please visit our EU Right of Withdrawal page or contact:
Email: support@thekzz.com
To be eligible for withdrawal, the item must be returned in the same condition as received: unworn, unused, with tags attached, and in its original packaging.
Certain items may be excluded from withdrawal rights where permitted by applicable law, including sealed products that are not suitable for return due to hygiene reasons once opened.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that processing times may vary depending on your bank or payment provider.
If more than 15 business days have passed since your refund was approved, please contact us at: