Legal

Refund & Returns Policy

Last updated: 29 June 2026

We want you to love what you wear. This policy explains when and how returns, exchanges, and refunds apply to your Crossbar Empire order. Please read it before purchasing.

1. Made-to-Order Items

Because each piece is produced specifically for you and to the measurements you provide, we are unable to accept returns or offer refunds for:

• Change of mind after production has begun.
• Incorrect measurements supplied by the customer.
• Minor colour differences caused by screen settings or natural fabric variation.

For this reason, we strongly encourage you to use our Find Your Fit tool and to double-check your measurements before confirming an order. If you are unsure, message us on WhatsApp and we will help you measure correctly.

2. When We Will Repair, Remake, or Refund

We will gladly put things right at no extra cost if:

• The item arrives faulty, damaged, or defective.
• You received the wrong item or wrong size relative to what was confirmed on your order.
• The garment differs significantly from the agreed specification through our error.

In these cases we will, at our discretion and your preference, offer a free repair or alteration, a remake, or a refund.

3. Fit Adjustments

If a correctly-made garment needs a minor adjustment to fit perfectly, contact us. Where the measurements supplied were accurate, we will work with you on an adjustment. Adjustments arising from measurements that differed from those supplied may attract a fee, which we will confirm with you first.

4. How to Make a Claim

To report an issue, contact us within 48 hours of delivery with:

• Your order details (name and what you ordered).
• A clear description of the problem.
• Photos showing the fault or issue.

Reach us by email at hello@crossbarempire.com or on WhatsApp at +234 916 521 8053. Items returned for repair or remake should be unworn (other than trying on), unwashed, and in their original condition.

5. How Refunds Are Processed

Where a refund is approved, it will be issued to your original payment method through our payment provider (Paystack) or, where appropriate, by bank transfer. Approved refunds are typically processed within 5–10 working days. The time it takes to appear in your account depends on your bank or card provider.

6. Order Cancellations

You may cancel an order for a full refund only before production has started. Once your garment is in production, it cannot be cancelled, as work and materials have already been committed to your custom piece.

7. Need Help?

We are real people who care about your experience. If anything is wrong, talk to us — we will always try to find a fair solution.