Exchange & Refund Policy
Applicability of Policy
By using the CLOALA Exchange Portal or making a purchase through cloala.com, you agree to the terms outlined in this policy. If these terms do not align with your expectations, we kindly advise you to refrain from transacting on our platform. This policy is subject to change, so please review it periodically before making purchases to stay informed about the latest terms.
How to Initiate a Return or Exchange
We offer a 7-day window for returns and exchanges, starting from the date of delivery. Here’s how the process works:
- Approval Notification: Once your return/exchange request is accepted, you’ll receive a confirmation via email.
- Pick-up Service: Our logistics partner will attempt to collect the product within 24-48 hours. Two pickup attempts will be made.
- Unavailable pick-up? You’ll need to arrange shipment to our warehouse directly. Reverse pick-up services depend on service availability in your area.
- Quality Check: Upon receiving the returned item, it undergoes a thorough Quality Check (QC). Once approved, we’ll proceed with your request.
- Refunds: For returns, refunds are issued credit note will be sent to your registered email and will be refund to your account.
Important Guidelines for Returns & Exchanges
To ensure smooth processing, please adhere to the following:
- Products must be unused, unwashed, and undamaged, with tags and packaging intact.
- Worn, soiled, altered, or tampered products will not qualify for return/exchange.
- Items bought as a set must be returned as a complete set.
- The product must match the order details and be returned with all original accessories and packaging.
Cancellation & Refund Policy
- Cancellation: COD orders can only be canceled if they have not been dispatched from our warehouse.
- Prepaid Orders: All prepaid orders are non-cancellable and non-refundable. However, in case of approved returns, a Refund will be issued equal to the MRP/sale value of the product.
- Store Credit Validity: Credits are valid for 3 months and can be used online .
- Shipping Charges: Shipping fees are non-refundable.
Conditions Eligible for Return/Exchange
You may request a return or exchange under the following conditions:
- Size/fit issues
- Product or packaging damage during shipping
- Defective product or missing accessories/parts
Need Help?
For assistance, contact us at support@cloala.com with your order ID and name.
- Support hours: Monday – Saturday, 11:30 AM – 10:00 PM.
- We aim to resolve all queries within 24 hours.