1. How This Policy Works
This Return Policy works in two layers:
Layer A: the platform-wide minimum. Haze sets minimum standards that apply to every brand. No brand’s policy may be less generous to you than these minimums.
Layer B: brand-specific terms. Within those minimums, each brand may set its own return window, condition requirements, and who pays return shipping for change-of-mind returns. Each brand’s terms are shown on the product page before you buy.
Nothing in this policy limits the rights that the law gives you (see Section 5).
2. Layer A: Platform-Wide Minimums
2.1 Return window. Every brand must accept return requests for at least 14 days from the date of delivery. A brand may offer a longer window.
2.2 Condition requirements. A brand may not require more than this: the Product is unworn (other than a reasonable try-on), unwashed, not damaged by you, and returned with its original tags and packaging where they were provided. A brand may not charge a restocking fee. Where a returned Product has lost value because you handled it more than needed to check what it is and whether it fits, the refund may be reduced by the reduction in value, to the extent the law allows.
2.3 “Final sale” items. A brand may mark a Product “final sale” or “no returns” only if that is clearly shown on the product page before you buy. A final-sale designation never removes your rights for Products that are defective, damaged, wrong, not as described, or not delivered, and never removes your statutory rights in Section 5.
2.4 Brand response times. A brand must acknowledge a properly submitted return request within 2 business days and finish inspecting and authorizing the refund within 5 business days after receiving the returned Product. If a brand does not meet these times, Haze may refund you directly without waiting for the brand.
2.5 Cancelling before shipment. If you cancel before a Product ships, you get back the price you paid for it, the shipping fee for it, and taxes.
2.6 Returning after shipment: change of mind. Once a Product has shipped it can no longer be canceled; you receive it and then request a return. If your return is approved because you changed your mind or the Product did not suit you:
- you arrange and pay for shipping the Product back to us or to the return address shown in your return instructions (a tracked service is strongly recommended, because we cannot refund a parcel that does not arrive);
- after the returned Product arrives and meets the condition requirements, we refund the price you paid for it and the taxes charged on it; and
- the original outbound shipping fee is not refunded, except in the cases in Sections 2.7 and 5.
2.7 Defective, damaged, wrong, or not-as-described Products. If a Product arrives defective, damaged, different from what you ordered, or materially not as described, or if it does not arrive, you may choose a refund or (where available) a replacement, and this applies regardless of the brand’s return window, condition requirements, or final-sale designation as long as you tell us within a reasonable time. In these cases:
- we pay the return shipping (we will send you a prepaid label or reimburse the reasonable cost of your return shipping on proof of payment);
- you are refunded in full, including the shipping fee you paid, taxes, and any customs duties and import taxes charged to you; and
- you may be asked to send photos of the problem to help us resolve it quickly.
2.8 Haze issues the refund. Haze issues your refund to your original payment method, generally within 14 days after we confirm the return (or sooner where the law requires). Haze handles any arrangements with the brand about who ultimately bears the cost, and you do not need to deal with the brand for your refund.
2.9 No charge for payment processing. We do not charge you a separate payment-processing fee, so there is no such fee to keep back from a refund.
2.10 Exchanges. If you want a different size or color, please return the Product under this policy and place a new order.
3. Layer B: Brand-Specific Terms
3.1 Shown before you buy. Each brand’s return window, condition requirements, and rule on who pays return shipping for change-of-mind returns are shown on the product page for each item, before you add it to your cart or check out.
3.2 The policy at the time of purchase governs. The brand terms shown for a Product when you buy it govern that order, even if the brand changes them later.
3.3 Multi-brand orders. Each Product in an order is governed by its own brand’s terms, on top of the minimums in Section 2. You can return items from different brands separately, and returning one brand’s item does not affect your rights for another.
4. Products With Special Return Rules
For reasons of hygiene and because of how they are made, some categories are treated differently. The product page will tell you if a Product is in one of these categories.
Swimwear, underwear, and other intimate apparel. For hygiene reasons, these items can be returned only if they are unworn (other than trying on over your own underwear), the hygiene liner or seal (if any) is intact, and the original tags are attached. If a hygiene seal or liner has been removed or broken after delivery, we may refuse a change-of-mind return. For EU and UK consumers, this is the statutory exception for sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
Custom-made and made-to-measure items. Items made to your specifications or clearly personalized, including items made from your measurements, are made only after you order. They cannot be returned for change of mind, and the EU and UK statutory right of withdrawal does not apply to them. These items are clearly labeled as custom-made on the product page before you buy. If a custom-made item is defective, damaged, materially different from what you ordered, or made to the wrong measurements you gave us or the wrong specification, Section 2.7 applies and you are entitled to a remedy (repair, remake, or refund).
5. Your Statutory Rights
In plain language: Some countries give you legal rights that no store policy can take away. If your country’s law gives you more than this policy, you get the more generous right.
5.1 European Union and United Kingdom: right of withdrawal. If you are a consumer in the EU or UK, you have the right to withdraw from your purchase within 14 days after you receive the Products, without giving a reason, under the EU Consumer Rights Directive (2011/83/EU) as applied in your country, or the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right applies regardless of any brand’s return window or “final sale” label, subject to the exceptions in Section 4 and the law. To withdraw, tell us clearly (for example, through the return button in your order history or by emailing support@hazecouture.com). You may use the model withdrawal form if you prefer, but you do not have to. You then have 14 days to send the Products back. When you withdraw:
- we refund all payments we received for the Products, including the standard (cheapest) delivery charge you paid at checkout, taxes, and customs duties and import charges collected at checkout. We do not refund extra cost of a more expensive delivery method you chose;
- you bear the direct cost of returning the Products;
- we refund you without undue delay and within 14 days after we get the Products back or you show that you have sent them back, whichever is earlier, using the payment method you used, at no cost to you; and
- you are responsible only for any loss in value of the Products caused by handling beyond what is needed to establish their nature, characteristics, and functioning.
You also have legal rights that the Products conform to the contract, generally for at least two years from delivery in the EU, and under UK consumer law in the UK.
5.2 Nigeria. The Federal Competition and Consumer Protection Act 2018 gives consumers in Nigeria rights, including the right to return goods that are defective, unsafe, or not as described or agreed and to receive a refund (including under section 122). No term of this policy or of a brand’s policy removes those rights, and Section 2.7 gives you at least that protection. You may also raise a complaint with the Federal Competition and Consumer Protection Commission.
5.3 United States. Your return and refund rights are those in this Return Policy, together with any additional rights your state gives you, including rights relating to clear disclosure of return policies at the point of sale, refunds for orders we cannot ship, and defective goods. Our return terms are shown on each product page before you buy.
5.4 Everywhere else. Where the mandatory consumer law of your country gives you a right that is more favorable to you than this policy, that right applies to the extent of the difference, and the rest of this policy still applies.
6. How to Request a Return or Report a Problem
- Open the Haze Couture app and go to your order history.
- Select the item and tap the return button. You will see the return window, conditions, and return-shipping arrangement that apply to that item.
- Choose the reason. For a problem with the item, add photos.
- Follow the instructions to ship the item back. Keep your tracking number and proof of postage.
- We will confirm when the return arrives and refund you as described above.
You can also email support@hazecouture.com with your order number. We reply within 2 business days.
7. Contact
Returns and support: support@hazecouture.com
Legal notices: legal@hazecouture.com
Cruxnd Haze, Inc., 1111B, S Governors Ave STE 48063, Dover, Delaware 19904, USA