Return Policy

Policy Overview

This Return Policy applies to eligible products purchased directly through Clothentia.

Customers may request a return or replacement for an eligible product within the applicable return window where the product satisfies the conditions described in this policy.

A return request is subject to verification and does not automatically mean that a return, replacement or refund has been approved.

Eligibility for Returns or Replacement

A product may be eligible for return or replacement where the request is submitted within 7 days from the date of delivery and one of the following conditions applies.

7-Day Return Window

An eligible return or replacement request should be submitted within 7 calendar days from the date on which the order is delivered.

The delivery date recorded by the applicable courier, logistics provider or order system may be used for determining the beginning of the return period.

Requests submitted after the applicable return period may be declined unless the customer is entitled to another remedy under applicable law or the circumstances otherwise require review.

Condition of Returned Products

Except where the complaint relates to a defect, damage or other product problem, returned products should ordinarily be in the same condition in which they were received.

Where applicable, the product should be:

• Unused and unworn beyond reasonable inspection or trial.
• Unwashed.
• Free from stains, odour, makeup marks or damage caused after delivery.
• Free from alterations, stitching changes or other modifications made after delivery.
• Returned with applicable product tags and labels intact.
• Returned with accessories or other items originally supplied with the product.
• Packed appropriately to prevent additional damage during return transport.

Products or Cases That May Not Qualify

A return request may be declined where the product does not meet the applicable return conditions.

Examples may include:

• The return request is submitted after the applicable return period without a valid basis for further review.
• The product has been extensively worn or used after delivery.
• The product has been washed.
• The product has been altered, tailored, cut or modified by the customer or another person after delivery.
• The product has been damaged because of misuse or improper handling after delivery.
• Tags or identifying information necessary for verification have been removed, where their absence prevents reasonable verification.
• The product returned is different from the product originally supplied.
• The return request contains materially false, misleading or fraudulent information.
• A product is clearly identified as non-returnable on its product page, subject to applicable consumer rights.

How to Request a Return

To request an eligible return or replacement, contact Clothentia within the applicable return period.

Please provide sufficient information for us to identify and review the request, including where applicable:

• Order ID.
• Name and contact information associated with the order.
• Product for which the return is being requested.
• Reason for the return or replacement request.
• Relevant photographs or video where reasonably required to verify damage, defect, wrong product or another product issue.

Do not send the product independently to our address unless return instructions have first been provided or the return has been approved for self-shipping.

Return Pickup

Where courier return pickup is available, an approved return may be scheduled for collection from the applicable address.

Return pickup availability may depend on the customer's location and the serviceability of our courier or logistics partners.

The customer should keep the approved product appropriately packed and available for collection at the agreed pickup location.

Quality Check and Verification

A returned product may undergo a reasonable quality and verification check after collection or receipt.

The review may consider:

• Whether the returned product matches the original order.
• The stated reason for return.
• The condition of the product.
• The presence of applicable tags, accessories and included items.
• Any claimed damage, defect or mismatch.

Once verification is completed, the appropriate return, replacement or refund outcome will be processed according to the applicable policy.

Replacement Policy

Where replacement is approved, the replacement product is subject to product and option availability.

If the same product or required option is available, a replacement may be processed after the applicable return verification requirements have been completed.

If replacement stock is unavailable

If an approved replacement cannot be fulfilled because the product or required option is no longer available, an eligible refund may be processed instead in accordance with our Refund and Cancellation Policy.

Size Mismatch and Size Replacement

For products where selectable sizes are offered, an eligible size-related request may be submitted within the 7-day return window.

A size replacement depends on the availability of the requested replacement size and satisfaction of the applicable product-condition requirements.

If the requested replacement size is not available, the request may be handled as an eligible return where applicable.

Damaged, Defective or Wrong Product

If you receive a product that is damaged, defective or different from the product ordered, please contact Clothentia as soon as reasonably possible within the applicable return period.

Photographs or video showing the product, packaging or issue may be requested where reasonably necessary to verify the claim.

Once the issue has been verified and the return is approved, we may arrange an appropriate return, replacement or refund in accordance with the circumstances.

Refund After an Approved Return

If an approved return qualifies for a refund, refund processing will begin after the applicable return and verification process has been completed.

Eligible refunds will be handled according to Clothentia's Refund and Cancellation Policy.

Where technically possible, prepaid-order refunds are generally processed through the applicable original payment channel.

Shipping and Return Charges

The treatment of shipping, reverse-shipping or delivery charges depends on the reason for return and the circumstances of the order.

For an approved return caused by an incorrect, damaged or defective product supplied through Clothentia, applicable return handling will be determined as part of the approved return process.

For other return reasons, any applicable return-shipping arrangement or charge will be communicated before the return is processed.

Return and Grievance Support

For a return, replacement or product-related issue, contact Clothentia using the details below.

Return Process at a Glance