Returns & Refunds
30 days to return
Changed your mind? You have 30 days from purchase to send it back. Email us and we'll send a prepaid, tracked return label. We deduct $10 from your refund to cover that label.
Arrived not working? No power, no heat, or not working the way it should within 30 days: we cover the return label in full, and you choose a replacement or a full refund.
Every return is tested when it arrives. If a tool sent back as faulty works as designed on our bench, it's handled as a change-of-mind return and the $10 return label cost comes off the refund.
Want a different model instead? Exchanges within 30 days get a free return label. We'll refund or charge the price difference.
Condition. For a full refund (less the $10 label), the tool has to come back:
- Unused, with unmarked plates and casing
- Fully working
- In its original, undamaged packaging
- Complete, with every accessory and gift-set component
Restocking fee. A restocking fee of up to 100% of the item price may apply, depending on condition, to anything returned used, marked, damaged (including damage from misuse: dropped, cracked, bent or cut cord, wrong voltage, opened or repaired), incomplete, without its original packaging, or different from the item you bought. This is on top of the $10 return label. We'll email you photos and the amount before issuing any refund.
If no refund is due, we'll hold the item for 30 days. Send us a prepaid return label within that time and we'll ship it back to you.
Outside the contiguous U.S. (Alaska, Hawaii, U.S. territories, military addresses): you ship the return at your own cost, so there's no $10 deduction. Condition and restocking terms still apply.
Orders placed before Oct 1, 2026 keep the terms that applied when you bought: free return label and no deduction.
Faulty after 30 days? That's a warranty claim, not a return. See Warranty (registration within 30 days of purchase required).
How to start a return: email info@crocofficial.com with your order number, the item, and a one-line reason.
How long a refund takes: once your return arrives we test and inspect it, then refund within 3–5 business days. Your bank posts the credit a few days later.
What we can't take back
- Final Sale items
- Accessories and replacement parts
- Tools bought from unauthorized resellers. Only purchases made at crocofficial.com or from an authorized retailer can be returned to us.
- Anything past 30 days
Sale periods and promo codes
- Only professional hair tools bought during a site-wide sale can be returned. Accessories and clearance items are Final Sale — no returns or exchanges.
- Promotions aren't announced in advance, and an order placed before a sale can't be refunded down to the sale price.
- One promo code per order. Codes can't be combined and don't apply to sale items.
Undeliverable packages
If a package comes back to us undelivered — a wrong or incomplete address, or nobody available to receive it — we'll refund you in full, and we cover the cost of the package coming back. There's no restocking charge.
We'll email you when it arrives back with us so you can decide whether to reorder to a corrected address.
Questions: info@crocofficial.com · 714-310-7201 — call or WhatsApp, Mon–Fri 9am–5pm PST.