RETURN AND REFUND POLICY

This Refund & Exchange Policy forms part of the Terms of Use governing purchases made from Closet Avenue. By placing an order, you confirm that you have read, understood, and agreed to this policy.

All refunds and exchanges are subject to the terms and conditions outlined below.

 

1. Eligibility for Returns, Refunds & Exchanges

To be eligible for a return, refund, or exchange:

  • Requests must be submitted within 7 days of delivery.

  • Items must be unused, unworn, unwashed, and in original condition, with all tags intact.

  • Items must be returned in original packaging or secure packaging suitable for inspection.

  • Proof of purchase (order number) must be provided.

Meeting these conditions does not automatically guarantee approval. All requests are subject to inspection and final approval by Closet Avenue.

 

 

2. Non-Eligible Items

The following items are not eligible for refunds or exchanges:

  • Sale or clearance items, except where the item is defective or incorrect.

  • Customized or personalized items, except where a manufacturing defect is confirmed.

  • Items returned outside the approved return window.

  • Items showing signs of wear, damage, alteration, washing, or misuse.

Closet Avenue reserves the right to refuse any return that does not meet these eligibility requirements.

 

 

3. How to Request a Return or Exchange

To initiate a request, contact Closet Avenue within the 7-day return window via any of the following official channels:

  • WhatsApp

  • Email: info@theclosetavenue.com

  • Instagram DM: @theclosetavenue.co

You must provide:

  • Order number

  • Item(s) requested for return or exchange

  • Reason for the request (required for assessment)

Requests submitted through unofficial channels may not be processed.

 

 

4. Inspection, Approval & Decision Authority

  • All returned items are subject to physical inspection upon receipt.

  • Approval or rejection is determined solely by Closet Avenue, acting reasonably and in line with this policy.

  • All decisions are final, subject to applicable consumer protection laws.

Closet Avenue reserves the right to decline requests where abuse, repeated returns, or suspicious activity is identified.

 

 

5. Refunds

Where a refund is approved:

  • Refunds are processed within 5–7 business days after inspection and approval.

  • Refunds are issued to the original payment method only.

  • Shipping fees are non-refundable, except where the return results from a verified Closet Avenue error (incorrect or defective item).

Please note: Processing timelines do not include delays caused by banks or payment processors, which are beyond our control.

 

 

6. Exchanges

  • Exchanges are subject to product availability.

  • If the requested replacement item is unavailable, Closet Avenue may issue a store credit or refund, at its discretion.

  • Customers are responsible for return shipping costs, except where the exchange results from a confirmed Closet Avenue error.

 

 

7. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

  • Notify Closet Avenue within 48 hours of delivery.

  • Provide clear photographic evidence for assessment.

Where verified:

  • Closet Avenue will arrange return logistics where applicable.

  • A replacement or refund will be issued at no additional cost, subject to availability.

 

 

8. Return Shipping Instructions

If a return is approved:

  • Items must be securely packaged to prevent damage in transit.

  • The order number must be included with the return.

  • Customers are responsible for ensuring returned items reach Closet Avenue safely.

Closet Avenue is not liable for return shipments that are lost or damaged when sent without tracking.

 

 

9. Abuse Prevention

Closet Avenue reserves the right to:

  • Monitor return activity

  • Restrict or refuse returns from accounts showing excessive or abusive behaviour

  • Suspend or terminate customer accounts where misuse is identified

 

 

10. Policy Updates

Closet Avenue may update this Refund & Exchange Policy at any time.
Changes take effect immediately upon publication on our website.

 

 

11. Contact Information

For questions or assistance regarding refunds or exchanges, contact us via: