Refund policy

System Protocol: Returns & Refunds

At CTRL Z, we engineer our premium technical streetwear to meet the highest standards of quality, fit, and durability. However, if your order encounters a system conflict and you need to reverse your purchase, our return protocol is online to make the process as seamless as possible.

1. Return Timeframe & Eligibility Criteria

We offer a strict but fair 7 DAYS return window from the date your package is marked as delivered by our courier partners.

To be approved for a return, exchange, or refund, your item must meet the following criteria:

  • It must be completely unworn, unwashed, and in the exact condition you received it.

  • It must be free from odors, stains, pet hair, or any signs of wear.

  • All original product tags, internal clothing labels, and specialized brand packaging must be fully intact and undamaged.

2. Non-Returnable Items

To maintain strict hygiene standards and protect product exclusivity, the following items cannot be returned or refunded:

  • Items purchased during an official final archive clearance sale or marked as "Non-Returnable."

  • Gift cards.

  • Customized or personalized apparel items.

3. Damaged, Defective, or Incorrect Shipments

We treat our quality control like a strict code compiler. If your garment arrives defective, damaged, or you received the incorrect design/size due to a fulfillment error, we will fix it immediately.

  • Action Required: Please compile an email to support.thectrlz@gmail.com within 48 hours of delivery.

  • Details Needed: Include your Order Number (#CZ-XXXX) along with clear, well-lit photos showing the defect or the incorrect item received.

  • Resolution: Once verified, we will arrange a complimentary courier pickup and dispatch a replacement item or issue a full refund at absolutely zero additional cost to you.

4. Exchange Options

Want to adjust your sizing or switch to a different design shortcut from the collection? We accommodate exchanges subject to active stock availability.

  • If you need a different size, initiate an exchange request through our support line.

  • If the requested size or item is out of stock, we will process your return as a store credit or standard refund instead.

5. Return Shipping Costs

  • For Defective/Incorrect Items: CTRL Z covers 100% of the return pickup and shipping fees.

  • For Standard Returns/Size Exchanges: 

    • Option A: We offer complimentary return pick-ups for your first exchange or return request.

6. Refund Process & Timing

Once your returned package arrives back at our fulfillment hub, our inspection team will review the garment within 2-3 business days to verify eligibility criteria.

  • Approval Notification: You will receive an automated system email notifying you whether your return has been approved or rejected based on item condition.

  • Refund Timeline: If approved, your refund will automatically execute back to your original payment method (Credit/Debit Card, UPI, Net Banking) within 5-7 business days.

  • Cash on Delivery (COD) Orders: If you paid via COD, we will request your bank account details or UPI ID securely via email to process an electronic bank transfer for your refund.

⌨️ Initiate a Request

To start your return or exchange protocol, please email our console at support.thectrlz@gmail.com with your order details, or log into your user terminal on our website.

Our support desk is active Monday through Saturday to assist you with any system errors.