Returns & Exchanges

Carl Jan Cruz prides itself on the quality of its products, as each item is personally handcrafted and curated by Carl Jan Cruz and the team. In the event that the Product/s you received has a defect, you simply Ordered the wrong size, or any other manufacturing issue, please take note of our policies on returns and exchanges.

Request for Return/Exchange 

Please inspect your Order upon delivery and contact us immediately should the item be defective or damaged, or if you receive the wrong item/s. Customers have seven (7) working days from receipt of the Order to contact Carl Jan Cruz regarding any discrepancies in the fulfillment of his/her Order, (e.g. wrong quantity received, items received do not match with the Order placed), and request a return or exchange. Nevertheless, such request shall be subject to approval by the Carl Jan Cruz Sales Team. The Order shall be considered complete in case of failure to contact the Carl Jan Cruz Sales Team regarding returns and exchanges within the 7-day period mentioned above.

Eligibility

Alterations or returns of items purchased via the CARLJANCREWZ.COM website store are not accepted.

Nevertheless, returns/exchanges may be made for the following reasons only:

  • Incorrect item received (i.e. wrong color, wrong style from confirmed Order)
  • Wrong size received from confirmed Order
  • Defective item (i.e. manufacturing fault such as error in silhouette, fabric, details, loose stitching/open seams; quality issues)

Note that all returns/exchanges are applicable for extenuating circumstances only, for example, manufacturing defects or flawed items that are not in accordance with Carl Jan Cruz’s quality control measures. Returns/exchanges based on Customer’s preference (i.e. Did not like the fabric, color, fit, style, etc.) are not allowed.

For the request to be processed, Products received from the Customer for return or exchange must be in its original packaging with complete labels and tags intact, folded properly, and show no signs of use, wear, or wash.

Return/Exchange for Sale Products and Pre-Orders

Returns or exchanges for items on sale, and pre-Orders will only be accepted for units that are damaged due to manufacturing faults. Exchanges for color and/or size will not be accepted.

Customers have seven (7) working days from receipt of the Order to contact Carl Jan Cruz regarding any discrepancies in the fulfillment of his/her Order, (e.g. wrong quantity received, items received do not match with the confirmed Order), and request a return or exchange. Nevertheless, such request shall be subject to approval by the Carl Jan Cruz Sales Team. The Order shall be considered complete in case of failure to contact the Carl Jan Cruz Sales Team regarding returns and exchanges within the 7-day period mentioned above.

Shipping Products for Return/Exchange

The Customer is responsible for any costs incurred from return or exchange. This includes but is not limited to Shipment and Handling, Tax and Duties, difference of item cost, and other applicable charges in connection with the return or exchange. 

Refund

Once a return has been processed by the Carl Jan Cruz Sales Team, please allow a reasonable time for bank processing, which will affect the date the refund appears on your PayPal or Bank account. 

Appearance of the refund in your monthly billing depends on your bank.

Repair or Replacement Policy for Custom Orders

Within seven (7) working days from the date of delivery of the Product, the Customer may request for its repair or replacement when such Product as received is faulty or damaged. The damage for which the Customer may request for Repair or Replacement is limited exclusively to manufacturing defects, and does not include damage caused by extensive use of the product and normal wear and tear, damage caused by wrong use of cleaning products, damage caused by alterations made by the Customer to the Product, damage otherwise caused by the Customer’s improper handling of the Product, or by abnormal storage and or working conditions, accident, or negligence on the part of the Customer. Subject to Carl Jan Cruz’s discretion, Carl Jan Cruz will replace the faulty or damaged item in case it cannot be repaired with exactly the same item or the same item of different size in good condition. If the item is no longer available, Carl Jan Cruz will coordinate with the Customer for a suitable replacement or for the refund of the purchase price. Carl Jan Cruz reserves the right to charge repair or replacement, as well as cleaning fees for the Product.  

International Returns Policy

Within fourteen (14)working days from the date of delivery of the Product, the Customer may request for its repair or replacement when such Product as received is faulty or damaged. The damage for which the Customer may request for Repair or Replacement is limited exclusively to manufacturing defects, and does not include damage caused by extensive use of the product and normal wear and tear, damage caused by wrong use of cleaning products, damage caused by alterations made by the Customer to the Product, damage otherwise caused by the Customer’s improper handling of the Product, or by abnormal storage and or working conditions, accident, or negligence on the part of the Customer. Carl Jan Cruz will replace the faulty or damaged item in case it cannot be repaired with exactly the same item or the same item of different size in good condition. If the item is no longer available, Carl Jan Cruz will coordinate with the Customer for a suitable replacement or for the refund of the purchase price. For customers outside the Philippines, return shipping including import duties, taxes and other expenses will be shouldered by the customer. Returned items will only be accepted if it is in good condition and with complete packaging (pouch, plastic bag and tag).