Refund policy

At The Ctrl Z, we want you to be happy with your purchase. If there is an issue with your order, please contact us and we'll do our best to resolve it fairly and quickly.

1. Return & Exchange Window

Return or exchange requests for eligible products must be submitted within 5 days of delivery.

The product must be

Unworn and unused
Unwashed
In its original condition
Free from stains, odors, damage, or signs of use
Returned with its original packaging, where applicable

Products that do not meet these conditions may not be accepted for return or exchange.

2. Wrong Size / Size Exchange

If you ordered the wrong size, you may request a return or size exchange within 5 days of delivery.

For a refund

Once the returned product is received and passes our quality check:

Product value − applicable return shipping charge = Refund amount

The applicable return/reverse shipping charge will be communicated to you before the return is initiated.

For a size exchange

You can request a different size subject to availability.

You will only be responsible for the applicable return shipping charge. We will not charge an additional shipping fee for sending the replacement size.

Please note: Size exchanges are subject to product and size availability.

3. Change of Mind

If you simply change your mind after receiving the product, the same return conditions mentioned above apply.

The applicable return shipping charge will be deducted from the refund.

For an exchange, the applicable return shipping charge will be payable by the customer.

4. Damaged, Defective or Misprinted Products

If your product arrives damaged, defective, or with a printing/manufacturing issue, please contact us within 7 days of delivery.

Please provide:

Your order number

Clear photographs of the product

Clear photographs showing the issue

Photographs of the packaging, where relevant

An unboxing video, if available

We may request additional information to verify the issue.

If the issue is confirmed to be a manufacturing, printing, fulfillment, or product defect, The Ctrl Z will arrange an appropriate resolution, which may include a replacement or refund.

You will not be charged return shipping for an issue caused by a product defect or an error on our part.

5. Wrong Product Received

If you receive a product that is different from what you ordered, please contact us within 7 days of delivery.

Please provide photographs of:

The product received

The product packaging

The shipping label

The issue with the order

Once verified, we will arrange the appropriate resolution, such as a replacement or refund.

You will not be charged return shipping when the error is caused by us.

6. Return Process

To request a return or exchange:

Tell us the reason for the return or exchange.

We will review your request and confirm whether it is eligible.

If approved, we will provide the next steps for the return.

The product will be collected and inspected.

Once the return is successfully verified, we will process the applicable refund or exchange.

Please do not send a product back without receiving return instructions from us first.

7. Partial Payment Orders

For selected orders, customers may choose our Partial Payment option.

Under this option, you pay ₹50 while placing your order and receive a discount on the product price. The remaining balance will be payable at the time of delivery.

Change of Mind Cancellation

We understand that you may change your mind after placing an order.

You may cancel your order within 24 hours of placing it, and the ₹50 partial payment will be fully refunded.

After the 24-hour cancellation window, your order may enter processing and fulfilment.

Refusal to Accept Delivery

If an order is successfully delivered to your location but is refused or declined by the customer, the ₹50 partial payment will not be refunded.

We encourage customers to use the 24-hour cancellation window if they no longer wish to receive their order.

Non-Delivery Due to Logistics Issues

If your order cannot be delivered due to a genuine logistics or courier-related issue, the ₹50 partial payment will be fully refunded.

Returns

If you wish to return an eligible product for personal reasons, the applicable return and logistics charges will be deducted or adjusted from the amount refundable to you.

The product must be returned in its original condition, unused, unwashed and with all original tags and packaging intact.

The final refund amount will be processed after the returned product has been received and successfully inspected.

Size Replacement

We understand that sizing issues can happen.

If you require a replacement due to an incorrect size selection, applicable return and replacement logistics charges may apply.

These charges will be communicated to you before the replacement is processed.

The product must be unused, unwashed and in its original condition with tags intact.

Wrong or Defective Product

If you receive:

A defective product,
A damaged product, or
A product different from what you ordered,

please contact us as soon as possible after delivery with relevant photographs or videos.

Once the issue is verified, we will arrange an appropriate replacement or refund without charging you for the return or replacement.

Where applicable, the ₹50 partial payment will also be fully refunded.

Important Notes

Refunds will be processed using an appropriate payment method after verification of the request.
Orders that are refused at the time of delivery after the 24-hour cancellation window are not eligible for a refund of the ₹50 partial payment.
Refunds may take a few business days to reflect, depending on the payment provider or bank.
The Ctrl Z reserves the right to reject return or replacement requests if the product has been used, washed, damaged after delivery, or does not meet the conditions mentioned above.

For any questions regarding returns, replacements or refunds, please contact The Ctrl Z customer support.

8. Refunds for Prepaid Orders

For prepaid orders, approved refunds will generally be processed through the original payment method, where supported by our payment system.

The time taken for the amount to appear in your account may depend on your bank, card issuer, UPI provider, or payment service provider.

9. Refund Processing Time

Once the returned product has been received and successfully verified, approved refunds will normally be initiated within [3–5 business days].

The time required for the refund to reach your account may vary depending on the payment method and financial institution.

10. Products Not Eligible for Return

Returns or exchanges may not be accepted if:

The product has been worn or washed.

The product has been damaged after delivery.

The product has stains, odors, or other signs of use.

The product has been altered or modified.

The return request is made after the applicable return period.

The product is returned without prior approval.

The issue is caused by normal wear and tear.

11. Return Shipping Charges

For customer-initiated returns such as:

Wrong size ordered

Change of mind

Personal preference

the applicable return/reverse shipping charge is the responsibility of the customer.

For products that are defective, damaged on arrival, or incorrectly fulfilled by us, The Ctrl Z will bear the applicable return shipping cost.

12. Exchanges Are Subject to Availability

Size exchanges are subject to the availability of the requested size.

If the requested replacement size is unavailable, you may choose an eligible alternative or request a refund subject to the applicable return-shipping deduction.

13. RTO / Undelivered Orders

An order that is returned to the sender because it could not be delivered is considered an RTO (Return to Origin) and is different from a customer-initiated return.

If your order could not be delivered because of an incorrect address, unavailable recipient, refusal to accept the shipment, or repeated failed delivery attempts, please contact us so we can determine the available options.

14. Contact Us

For return, exchange, or refund assistance, please contact:

The Ctrl Z

WhatsApp: [8527905418]

Email: [support@thectrlz.in]

Please include your order number in every return/refund request so that we can assist you faster.