At Clothua, ensuring your satisfaction is our utmost concern. We provide a generous 60 - day return period, commencing from the day you receive your order. This extended timeframe enables you to thoroughly assess whether our products align perfectly with your style and preferences.
All items intended for return must remain in their pristine, untouched condition. They should be unworn, unwashed, and free from any form of damage. Each product must retain its original tags, labels, and come complete with the original packaging intact. For example, a newly purchased dress should have its price tags firmly attached and show no signs of any wear, such as creases, stains, or rips.
Any accessories, components, or complimentary items that were included with the product at the time of purchase must be returned together with the main item. If you bought a pair of sneakers that came with extra insoles or a scarf was part of a clothing ensemble, these additional items must be included in the return package.
To start the return process, get in touch with our dedicated customer service team. You can contact us via email at [email protected] or use the convenient online contact form on our website. When communicating with us, please provide your order number, a clear description of the items you wish to return, and the reason for the return.
Once we receive your return request, our customer service representatives will review it promptly. If your request meets our criteria, we will issue a return authorization number. Along with this number, you will receive comprehensive instructions on how to proceed with the return, including the specific return shipping address.
In general, customers are responsible for covering the cost of return shipping. We highly recommend choosing a shipping method that offers tracking services. This ensures that your returned items can be monitored throughout the shipping process, providing peace of mind regarding their safe return. Please note that Clothua will not assume liability for any lost or damaged packages during the return shipping process if you opt for a non - trackable service.
Upon receipt of the returned items, our team will conduct a meticulous inspection to confirm that they meet our strict return requirements. If the items are in satisfactory condition, we will initiate the refund process without delay.
The refund will be processed back to the original payment method you used for the purchase. For instance, if you made the payment using a credit card, the refund will be credited directly to that credit card account. While we strive to process refunds within 5 business days, the actual time it takes for the funds to appear in your account may vary depending on your financial institution's processing times, usually taking an additional few business days.
Any item that has been customized or personalized based on your specific requirements is non - returnable, except in cases where there is a manufacturing defect. This category includes items with custom - designed embroidery, unique prints, or specialized sizing.
Items clearly marked as "final sale" on the product page or during the checkout process are not eligible for return. These items are identified as non - returnable at the time of purchase, and this information is clearly and prominently displayed.
For health and hygiene reasons, certain items such as undergarments, swimwear, and some opened beauty products are non - returnable, unless they are found to be defective.
If you want to exchange an item for a different size, color, or style, you need to follow the same return process outlined above. Once we have received and processed your return, you can then place a new order for the item you desire. However, please keep in mind that the availability of the replacement item depends on our current stock levels at the time of your new order.
If you receive a damaged or defective item, please contact our customer service team immediately. Provide detailed photographs of the damage or defect, along with your order details, to help us better understand the situation.
We are committed to resolving such issues as quickly as possible. Depending on the nature of the problem, we may offer to send you a replacement item, issue a partial refund, or arrange for a full return and refund.
Clothua reserves the right to update this Return Policy at any time. The latest version of the policy will always be accessible on our website. By continuing to use our services after any policy updates, you are deemed to have accepted the new terms and conditions.
