Refund policy

Refund Policy - CRUX Alpine

Last updated: 12/09/2026

Thank you for shopping with CRUX Alpine. Because every item is printed on demand specifically for you, our refund policy works a little differently than a traditional retail store. Please read it carefully before placing your order.

1. Made-to-Order Products

All CRUX Alpine products are printed and produced only after you place your order. We do not keep pre-made inventory. Because of this:

  • We are unable to accept returns or offer refunds for reasons such as changed your mind, ordered the wrong size, or simply not liking the fit - please check our size chart carefully on each product page before ordering.
  • Each order is custom-produced, so we cannot cancel or modify an order once it has entered production. If you need to change or cancel your order, contact us immediately at crux.alp@gmail.com - we'll do our best to catch it before production starts, but we cannot guarantee it.

2. Damaged, Defective, or Misprinted Items

We stand behind the quality of our products. If your item arrives damaged, defective, or with a printing error, we will gladly offer a free replacement or a full refund. To request one:

  1. Contact us at crux.alp@gmail.com within 14 days of receiving your order.
  2. Include your order number and clear photos of the issue (the defect, the garment tag, and the shipping label).
  3. We'll review your claim and get back to you within 2-3 business days with next steps.

3. Lost or Undelivered Packages

  • If tracking shows your package as delivered but you haven't received it, please check with neighbors and your local post office first, then contact us - we'll help investigate with the carrier.
  • If your package is confirmed lost in transit, we will send a free replacement or issue a refund, at your choice.
  • We are not responsible for packages delayed or lost due to an incorrect shipping address provided at checkout - please double-check your address before completing your order.

4. Wrong Item Received

If you receive a different product than what you ordered, contact us within 14 days with your order number and a photo of the item received, and we will send you the correct item at no additional cost, or issue a refund.

5. How Refunds Are Processed

Approved refunds are issued to your original payment method within 5-10 business days, depending on your bank or card provider's processing times. You'll receive an email confirmation once your refund has been issued.

6. Exchanges

Because our products are made to order, we do not offer direct size or design exchanges. If you ordered the wrong size, you're welcome to place a new order - please refer to our size charts to avoid this in the future. Exchanges are only offered in cases of a defect or production error, as described in Section 2.

7. Contact Us

For any questions about your order or this Refund Policy, reach out to us at crux.alp@gmail.com - we're here to help.