Refund policy

At Clothluma, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. Please review our policy below for details on returns, exchanges, and refunds.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must meet the following conditions:

  • The item must be unused, unworn, and in the same condition that you received it.

  • It must be in its original packaging with all tags attached.

  • You must provide proof of purchase (such as your order confirmation email or receipt).

2. Non-Returnable & Restricted Items

For safety and hygiene reasons, certain types of goods cannot be returned, including:

  • Opened or used cosmetics, skincare, and beauty products.

  • Personal care goods and hygiene-sensitive items.

  • Gift cards or promotional sale items marked as Final Sale.

3. How to Initiate a Return

To start a return, please contact our support team prior to sending any items back:

  1. Email us at email.support@clothluma.shop with your order number, details of the item(s) you wish to return, and the reason for return.

  2. Once your return request is approved, we will provide you with the exact return shipping address and detailed instructions.

  3. Items sent back to us without first requesting a return will not be accepted.

You can also reach out through our Contact Us page (https://www.clothluma.shop/pages/contact) or review our general queries on our FAQ Page (https://www.clothluma.shop/pages/faqs).

4. Return Shipping Fees & Restocking Fees

  • Defective, Damaged, or Wrong Items: If the product arrives damaged, defective, or incorrect due to our error, Clothluma will cover 100% of the return shipping costs, and no restocking fee will apply. Please send us clear photos of the issue within 48 hours of receiving the package.

  • Customer Remorse / Voluntary Returns: If you ordered the wrong item or changed your mind, you will be responsible for paying your own return shipping costs. Shipping costs are non-refundable.

  • Restocking Fee: We do NOT charge any restocking fees on returns.

5. Refund Process & Timeline

Once we receive and inspect your returned package, we will send you an email notifying you that we have received the item and whether your refund has been approved or rejected.

  • Approved Refunds: If approved, your refund will be automatically processed to your original payment method within 5 to 7 business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Next, contact your credit card company or bank, as it may take some processing time before your refund is officially posted. If you've done all of this and still have not received your refund, please email us at email.support@clothluma.shop.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. For damaged items, please refer to our Shipping Policy (https://www.clothluma.shop/policies/shipping-policy) regarding transit damage claims.

7. Order Cancellations

Orders can only be canceled within 2 hours of placement before fulfillment begins. Please email us immediately at email.support@clothluma.shop if you wish to cancel. Once an order has entered the shipping process, it cannot be canceled and must be processed under this Return & Refund Policy.

8. Contact Information & Official Business Address

For any questions regarding returns or refunds, please reach out using our verified contact details below:

  • Brand Name: Clothluma

  • Email: email.support@clothluma.shop

  • Phone: +1 (817) 555-0100

  • Business Address: 124 Deer Stream Ct, Azle, TX 76020, United States

  • Support Hours: Monday – Friday: 9:00 AM – 5:00 PM (EST)