Refund policy

Return conditions

All articles for which the invoice has been paid within the payment term can be used during 14 days returned to us. This is possible if the items are unworn, in their original condition and provided with original packaging and labels.

Several types of goods are exempt from return, such as gift certificates, downloadable software products, and certain health and personal care items.

Defective article

If an item is defective, you submit a claim via support@kratosz.com stating your order number, the article and photos of the defect. You will receive further instructions on how to deal with the article through our support department.

Return item

Unworn items can be returned to us within 14 days, if the items are unworn, in their original condition and provided with original packaging and labels.

You report the return stating the order number to support@kratosz.com, and send the items, in their original packaging, to:

Kratosz returns
Shot angle 2
2441 LD Nieuwveen
The Netherlands


We request that you include the proof of purchase with your return shipment.
Shipping costs incurred will not be refunded or reimbursed.

Once your return has been received and inspected, you will receive confirmation that we have received your returned item. If all return conditions are met, your refund will be processed.

If the requirements for returning items are not met, a return can be wholly or partially rejected.

Refund

The processing of a return shipment can take up to 10 working days. When your return has been processed, the purchase amount will be refunded to the payment details known to us as soon as possible. If you paid for the order by bank transfer, you can expect your refund to your bank account within 5 working days *. For payments with PayPal and credit card this can take up to 14 days **.

No purchase amount will be returned on discounted items, you will receive a credit for this.

 * Normal processing time, with some exceptions.

** If you have paid by credit card, the refund can be found on the next monthly statement or on the day of debit.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again.

Please contact your bank or credit card company as it often takes some processing time before a refund is officially posted.

If these steps have been taken and you still have not received your refund, please contact us at: support@kratosz.com. We are happy to help you further.

Guarantee

Kratosz offers a legal warranty of 2 years on all articles. If a purchased item does not meet what you can reasonably expect from it, submit a claim via support@kratosz.com. Then we will see what we can do for you.

Defects not covered by the warranty:

  • Normal wear and tear on clothing.
  • Defects caused by incorrect or intensive use.
  • Excessive sweating.
  • Shedding and discoloration of clothing.
  • Pilling clothes.
  • Defects caused by washing or drying.
  • Defects caused by external influences, for example friction, sharp objects or chemicals.
  • Defects in water and windproofness of clothing or accessories, unless stated otherwise in the product description in our webshop.
  • Items that cause physical discomfort due to the model, such as sweating or blisters.

Right of withdrawal

By law we are obliged to include the following text on our page. Although the text may be a bit confusing, we want to assure you that this text does not affect our return policy: you still have 14 days to return your order. Additional requirements do apply for an appeal to this extra scheme. You can read this here:

You have the right to withdraw from the contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you take physical possession of the good. To exercise the right of withdrawal, you must inform us by means of an unambiguous statement (for example in writing, by post or e-mail) that you are withdrawing from the contract. To meet the withdrawal period, it is sufficient to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.  
Consequences of the withdrawal: If you cancel the agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a different method of delivery than the cheapest standard delivery offered by us) without delay and in any case, no later than 14 days after we have been informed of your decision to withdraw from the agreement, back from us. If you only return part of your order, the costs for delivery will not be refunded. We will pay you back with the same payment method with which you made the original transaction, unless you have explicitly agreed otherwise; in any case, you will not be charged for such reimbursement. We may withhold reimbursement until we have received the goods back, or if you have demonstrated that you have returned the goods, whichever comes first.  You must return or hand over the goods to us immediately, but in any case no later than 14 days after the day on which you have notified us of your decision to withdraw from the agreement. You are on time if the goods are returned before the period of 14 days has expired. The direct costs of returning the goods are for your account. You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.

For more information or questions, you can contact us by e-mail at support@kratosz.com. We will always do our utmost to help you as best we can!