Refund & Return Policy

Purpose of This Policy

The purpose of this Policy is to ensure transparency and fairness in handling returns and refunds. ClosetMart understands that sometimes a Product may not meet your expectations, arrive in damaged condition, or not fit as intended. This Policy explains:

  • Which Products are eligible for returns or refunds.
  • The timelines within which requests must be made.
  • The conditions under which refunds or exchanges are approved.
  • The rights and responsibilities of both ClosetMart and our customers.

2. Eligibility for Returns

To qualify for a return or refund, the following conditions must be met:

  1. Timeframe – Return requests must be initiated within 7–14 calendar days (depending on your location) from the date of delivery.
  2. Condition of the Product – Items must be unused, unworn, unwashed, and returned in their original packaging with tags attached.
  3. Proof of Purchase – A valid receipt, order confirmation email, or transaction record must accompany the return.
  4. Eligible Products – Most clothing, footwear, and accessories are eligible. However, certain Products are excluded for hygiene and safety reasons (see Section 3).

3. Non-Returnable and Non-Refundable Products

For health, safety, and regulatory reasons, some items cannot be returned or refunded:

  • Undergarments, lingerie, and swimwear once the hygiene seal is broken.
  • Jewelry and personal care items such as cosmetics, fragrances, or beauty tools.
  • Customized, personalized, or made-to-order Products.
  • Clearance, “final sale,” or promotional items explicitly marked as non-returnable.
  • Gift cards and store credit vouchers.

4. Process for Returns

Customers must follow the official return process to ensure proper handling:

  1. Initiate Request – Log in to your ClosetMart account and submit a return request under the “My Orders” section, or contact our Customer Support team.
  2. Approval – Our team will review the request and provide authorization along with return shipping instructions. Unauthorized returns will not be accepted.
  3. Shipping – Customers are responsible for shipping the item(s) back to ClosetMart unless the return is due to an error on our part (e.g., wrong or defective item).
  4. Inspection – Once received, our Quality Control team will inspect the Product to ensure it meets eligibility conditions.
  5. Refund or Exchange – If approved, a refund or exchange will be processed as per your request.

5. Refund Options

ClosetMart provides different methods of refund depending on the payment mode used:

  • Original Payment Method – Refunds will be credited back to the same payment method used during purchase (e.g., credit card, debit card, PayPal, UPI, net banking).
  • Store Credit – Customers may opt for store credit which can be used for future purchases. Store credit refunds are often processed faster.
  • Exchange – Customers may exchange the returned Product for another size, color, or item of equal or lesser value.

6. Processing Time for Refunds

  • Refunds typically take 7–15 business days after ClosetMart receives and inspects the returned Product.
  • Processing times may vary depending on your bank, credit card issuer, or payment provider. ClosetMart is not responsible for delays caused by third-party financial institutions.

7. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect Product, ClosetMart will:

  1. Cover the cost of return shipping.
  2. Offer a replacement at no extra charge or issue a full refund.
  3. Require photographic evidence of the defect or damage to speed up processing.

Customers must report such issues within 48 hours of delivery to be eligible.

8. Late or Missing Refunds

If you have not received your refund within the expected timeframe:

  1. Check your bank account again.
  2. Contact your credit card company or bank to confirm if the refund is in process.
  3. If the issue persists, contact ClosetMart’s Customer Support team with your order details for assistance.

9. Cancellations

  • Orders may be canceled within 12 hours of purchase if they have not yet been processed or shipped.
  • Once an Order is shipped, cancellations are not possible, but you may initiate a return upon delivery.
  • ClosetMart reserves the right to cancel any Order at its discretion due to payment issues, fraudulent activity, or stock unavailability. In such cases, customers will receive a full refund.

10. Return Shipping Policy

  • If the return is due to a customer’s personal choice (e.g., size issue, change of mind), the customer must bear the shipping cost.
  • If the return is due to ClosetMart’s error (e.g., defective or wrong item), ClosetMart will cover the return shipping fees.
  • We recommend using a trackable shipping service, as ClosetMart is not responsible for lost or undelivered return parcels.

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