Terms of Purchase and Exchange Policy

Thank you for shopping at Closlot. Before submitting your order and completing payment, please verify the style, color, size, quantity, and order information. Once an order is confirmed, cancellations or changes will not be accepted.

Exchange Arrangements

If the size or style is unsuitable, customers may contact us within 7 days of receiving the items and visit a Closlot store in person to process the exchange. Online orders are not eligible for exchange via mail.

For exchanges, you must:

  • Present a valid receipt or online order record;
  • Ensure the item is brand new, unwashed, unaltered, and undamaged;
  • Keep all tags, labels, packaging, and accessories included with the shipment;
  • Ensure the item is free of stains, perfume, cosmetics, odors, or other signs of use.

All exchanges are subject to inspection and confirmation by store staff to ensure they meet the eligibility criteria.

Price Difference Handling

Exchanges are subject to in-store stock availability. Customers may exchange for items of equal or higher value; if the new item is of a higher price, the difference must be paid. If exchanging for an item of lower value, the price difference will not be refunded, and no cash refunds or store credit will be issued.

Non-Exchangeable Items

The following items are not eligible for exchange:

  • Sale, discounted, or promotional items;
  • Items that have been washed, altered, or damaged;
  • Items with incomplete tags, labels, or original packaging;
  • Items unsuitable for resale for hygiene reasons, including intimate apparel, hosiery, and earrings;
  • Items explicitly marked as non-exchangeable on the product page.

Defective or Incorrect Items

Please inspect your items as soon as you receive them. If you discover obvious quality issues, shipping damage, or if the items received do not match your order, please contact us via the "Contact Us" section on our website as soon as possible, providing your order number and clear photos.

Once confirmed, we will arrange for an exchange or provide other appropriate solutions based on the specific circumstances. Normal fabric textures, minor loose threads, measurements variations, and reasonable color differences due to screen displays are generally not considered quality issues.

Refund Policy

Except where items are confirmed to have quality issues, do not match the product description, or as otherwise provided by law, all confirmed orders are non-refundable.

This policy does not affect the statutory rights customers are entitled to under applicable Hong Kong law.

Other Matters

Exchange arrangements are subject to stock availability and store operating hours. In case of any disputes, Closlot will handle them reasonably on a case-by-case basis.

Closlot reserves the right to amend this policy and make final decisions to the extent permitted by law.