Return & Refund Policy
At Closame, customer satisfaction is always our top priority.
Our dedicated QC and QA team will inspect your items before shipping. The quality of our products is guaranteed. However, you do need to carefully and accurately check your measurements before purchasing. Please refer to the size chart on the product page.
If you are not 100% satisfied with the item you received, please contact our customer service within 15 days of receiving the item to initiate the return and exchange process.
Return Process
1. Please contact customer service at help@closame.com to explain the item you would like to return and why, and attach photos of the quality issue.
2. After receiving our return address and instructions, please pack the item to be returned in the original packaging.
3. Drop your package off at your local post office.
4. After returning the item, please provide the return receipt from the shipping company, indicating the return weight and tracking number, so that we can expedite the refund/exchange. You will receive a confirmation email when the refund is issued.
Return Conditions
1. You have 15 days to decide if an item is right for you. If you want to return or exchange an item, please contact us within 15 days of delivery.
2. We do not accept items that you send back directly without checking with us first.
3. The following items cannot be returned or exchanged: customized items and accessories.
4. Returned items must be unused and in their original packaging. We do not accept items that have been worn, damaged, washed, or altered in any way.
5. We will arrange an exchange or refund after checking your return tracking number or receipt.
6. Order Cancellation
In order to deliver the package as quickly as possible, we use a local high-quality prepaid logistics company. When the order status is "Packaged", the package has been handed over to the logistics company and logistics fees will be incurred. A 15% cancellation fee is required when canceling the order. If the order status is "In Transit", we will not accept order cancellation requests
Note: The original shipping cost and shipping guarantee are non-refundable.
Return Shipping Costs
1. Our Responsibility
If the issue is our company's fault, we will allow it to be returned to our warehouse for a refund or exchange. Upon receipt of the goods, we will refund the original product price in full, or resend the replacement product free of charge (at our expense). This solution is only provided if Closame is responsible for shipping the wrong item/size.
Customer Responsibility
2. Order Error (Product Size)
We can also accept returns if the customer ordered the wrong size or product. In this case, the customer will be responsible for the shipping costs (to and from our warehouse). If the customer chooses to return the item for a refund, we will refund the original product price. All shipping costs are non-refundable.
3. Unwanted Items
If the customer decides that they no longer need the item or just want to exchange it, they can report it to us within 15 days of receiving the product to partially refund the product cost.
Return Address
We have warehouses in different countries around the world! If you want to return an item, please feel free to contact customer service, and you will be provided with the nearest return address based on your order details within 24 hours.
Note: Do not send returns to the address on the package. This is not our return address and will affect your return processing.
Return Notice
If you cancel the order within 24 hours of purchase, we will deduct a handling fee of $1.5 from the payment channel. If you decide to cancel the order, please submit a help ticket from "Contact Us". For orders cancelled within 24 hours of purchase but before shipment, we will charge a 15% cancellation fee. If the order has been shipped, we will not accept the request to cancel the order and enter after-sales service.
Refund
1. If you purchased two or more products, you can request a partial refund for the unsatisfactory goods.
2. Product not received/product is defective/product is different from the advertisement: the problem will be resolved within 5 business days after the estimated delivery time.
3. Fraudulent or unauthorized transactions/the amount charged on the customer invoice is inconsistent with the amount shown on the website/double charges: a solution will be made within 5 days after the charge notification