Returns
I just bought and I want to change the product, what do I do?
We do everything in our power to process and ship packages as soon as possible. For this reason, we cannot guarantee the change of your purchase after a period of 3 hours.
If you want to make a change, please contact us at info@cruele.com within 3 hours , indicating the new product.
I just bought and I want to cancel the purchase, what do I do?
We cannot guarantee the cancellation of your purchase after a period of 3 hours has elapsed.
If you wish to cancel your order, please contact us at info@cruele.com within 3 hours.
If your package has not been shipped, you will receive an automatic refund, if the 3 hours have elapsed and your package has already been shipped, you will receive a notification via email with your tracking number once it has been generated.
Can I exchange my purchase or request a return?
Our policy has a duration of 30 calendar days for purchases within the European Union and 30 calendar days for purchases outside the European Union. If more than 30 days have passed since we received your order, unfortunately we cannot offer you an exchange or a refund.
To be eligible for an exchange or refund, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
Once your return is received and inspected, we will send you an email with the approval or rejection of your exchange or refund.
If your refund is approved, it will be returned to your credit card or original method of payment within a maximum period of 7 calendar days .
If your change is approved, we will proceed to send you a new product subject to the same shipping conditions for which you have previously paid.
To expedite the process, we recommend adding a note to the package indicating the new product you want.
To which address do I return the package?
You must return your product to our warehouse at:
Cronos Street, 20
Portal 3 - Floor 3 - Door 1
28037 - Madrid, Spain.
To: MERX UNITED
You will be responsible for paying the shipping costs for the return of the item , Shipping costs are not refundable.
You should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your return.
What happens if the refund has not reached my account?
If you still haven't received your refund, please check your bank account one more time, it may take up to 7 business days at certain banks for your refund to be officially processed.
If you have followed all these steps and still have not received the refund, please contact us at info@cruele.com