Refund policy

Last updated: August 28, 2026

At The Crab, we offer unique, one-of-a-kind and pre-loved clothing, footwear, and fashion items. Because most of our products are single pieces, we have a specific return policy to ensure fairness to both our customers and sellers.

Please read this policy carefully before placing your order.

1. Return Window

We accept eligible return requests within 24 hours of delivery.

Customers must contact The Crab within 24 hours of receiving their order to request a return.

Return requests made after this period will generally not be accepted.

2. When Can an Item Be Returned?

A return may be approved if:

  • The wrong product was delivered.

  • The product received is significantly different from its listing.

  • The product has a major defect or damage that was not disclosed in the product listing.

  • The item was damaged during delivery.

  • The item was incorrectly described in a material way.

  • An item advertised as authentic is determined to be counterfeit.

All return requests are reviewed and approved by The Crab before a return is made.

3. Items That Cannot Be Returned

We do not accept returns for:

  • Change of mind.

  • Customer no longer wanting the item.

  • Incorrect size selected by the customer.

  • The item does not fit as expected when the measurements provided on the product page were accurate.

  • Minor signs of wear that are normal for pre-loved products and were disclosed in the listing.

  • Differences in color caused by lighting, photography, or individual screen settings.

  • Damage caused after delivery.

  • Items that have been washed, worn, altered, repaired, stained, or otherwise used after delivery.

Because our products are pre-loved, minor signs of previous use may be present. These characteristics are considered part of the nature of pre-loved products when they have been accurately described or shown in the listing.

4. One-of-a-Kind Products

Most products available on The Crab are one-of-a-kind pieces.

This means that an identical replacement may not be available if an item is returned.

For this reason, we generally do not offer exchanges for different sizes, colors, or styles.

If a return is approved, The Crab will provide store credit equal to the eligible amount of the returned product. Cash refunds will not be provided.

The store credit can be used to purchase another available product from The Crab.

5. Return Conditions

To be eligible for a return, the item must:

  • Be in the same condition in which it was received.

  • Not have been washed.

  • Not have been worn or used.

  • Not have been altered or repaired.

  • Not have new stains, odors, or damage.

  • Include original tags or packaging where applicable.

The Crab reserves the right to reject a return if the item has been used, altered, damaged, or changed after delivery.

6. How to Request a Return

To request a return, contact The Crab through our official WhatsApp/contact channel within 24 hours of delivery.

Please provide:

  • Your order number.

  • Your name and contact number.

  • A description of the problem.

  • Clear photographs of the item.

  • Photographs of any defect or damage.

  • Photographs of the packaging and shipping label when relevant.

  • A video may be requested where necessary.

Do not send an item back before receiving return instructions from The Crab.

7. Return Shipping

If the return is approved because:

  • The wrong item was sent.

  • The item has an undisclosed major defect.

  • The item was significantly different from its listing.

  • The item was damaged during delivery.

The Crab will arrange or cover the applicable return shipping cost, subject to verification.

For issues that are not covered by this policy, return shipping costs may be the customer's responsibility.

8. Delivery Damage

If your order arrives damaged, please contact us within 24 hours of delivery and provide clear photographs or video of:

  • The outer packaging.

  • The shipping label.

  • The damaged product.

We will review the issue and, where applicable, coordinate with the courier regarding the shipment.

9. Refunds & Store Credit

The Crab does not provide cash refunds for approved returns.

If a return is approved under this policy, the eligible amount will be issued as store credit.

Store credit can be used toward the purchase of another product available on The Crab.

Because most of our products are one-of-a-kind, customers may use their store credit to select any other eligible available product from our store.

Store credit will only be issued after the returned item has been received and inspected by The Crab.

For Cash on Delivery orders: No cash payment will be made for an approved return. Eligible amounts will be issued as store credit instead.

10. Cash on Delivery Refusals

Refusing to accept a Cash on Delivery order at the time of delivery is not considered an approved return.

Customers who repeatedly refuse or fail to accept COD orders may have their COD option restricted or removed from future orders.

Applicable delivery and return shipping costs may also be charged where permitted.

11. Exchanges

Because most products on The Crab are one-of-a-kind, size, color, style, or preference-based exchanges are generally not available.

If The Crab sends an incorrect product or an incorrect item due to an error on our part, we will work with the customer to provide an appropriate resolution through our return and store-credit process.

12. Seller Responsibility

Products listed on The Crab may be supplied by independent sellers.

However, customers should always contact The Crab directly regarding returns, refunds, damaged products, incorrect products, or other order-related issues.

Customers are not required to contact individual sellers directly.

The Crab will coordinate with the relevant seller and courier internally when necessary.

13. Product Accuracy

We make reasonable efforts to accurately describe and photograph every product, including its:

  • Brand

  • Size

  • Color

  • Condition

  • Material

  • Measurements

  • Visible flaws or defects

Customers are encouraged to carefully review the complete product description, photographs, measurements, and condition information before purchasing.

For clothing, please compare the listed measurements with a similar item that fits you before placing an order.

14. Policy Changes

The Crab reserves the right to update or modify this Return & Refund Policy when necessary.

Any changes will be posted on this page with an updated "Last updated" date.

15. Contact Us

For return or refund inquiries, please contact:

The Crab
Website: thecrab.shop
WhatsApp: will be given soon
Email: thecrab.shop4@gmail.com