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RETURNS & EXCHANGES

Returns

If you are not satisfied with your purchases and requesting a refund, unfortunately we do not accept any returns for any products. Please take this into consideration before you check out. As a valued customer, we care and we promise to ensure that you have a great retail experience with us. If you discover a fault with the item(s) you have received, please contact us and we will try to resolve the issue as soon as possible.

On Sale Items, Special Project Items and Collaboration Items

All on sale items, special project items and collaboration items sold are not returnable, refundable nor exchangeable. Please make sure you review your order before purchasing any of these items.

Damaged Goods

Upon receipt of goods, if items are damaged, Clot Company Limited will gladly refund or exchange (if desired item is still in stock). Buyers will have to notify Customer Assistance within (3) working days upon receiving goods. Clot Company Limited will bear all the postage cost for returned/exchanged item. Please contact Customer Assistance at once if cases happen. Damaged goods are applicable for returns or exchanges providing that:

  1. all tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
  2. he Merchandise is in Sellable Condition as defined below; 
  3. the original invoice is presented; in the case of returns or exchanges of online purchases in Store, the credit card used to purchase the Merchandise must also be presented;

You may submit a request to the online store only and cannot do so at any of our physical stores.

Customs duties and sales taxes are non-refundable through Clot Company Limited. However, you may be able to recover these by contacting your local customs bureau directly.

Please allow 10 to 15 business days for your return to be delivered to Hong Kong and processed by our warehouse personnel there. Saturday, Sunday and public holidays are not considered business days. Please note: We follow the Hong Kong calendar and local time (HKT). You will receive an email notification upon completion of the return/exchange processing.

Exchanges

Clot Company Limited is dedicated to customer satisfaction; therefore we gladly accept exchange of items, provided that the desired item and size is still in stock. Any items bought at regular price are subjected to exchange of items that priced same or above. Buyers have three (3) working days upon receiving goods to notify Customer Assistance of exchange requirement. Buyers are liable to all postage fees for exchanges. Goods are applicable for exchanges providing that:

  1. all tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
  2. the Merchandise is in Sellable Condition as defined below;
  3. the original invoice is presented; in the case of returns or exchanges of online purchases in Store, the credit card used to purchase the Merchandise must also be presented;

You may submit an exchange request to the online store only and cannot do so at any of our physical stores. Please allow 10 to 15 business days for your return to be delivered to Hong Kong and processed by our warehouse personnel there. Saturday, Sunday and public holidays are not considered business days. Please note: We follow the Hong Kong calendar and local time (HKT). You will receive an email notification upon completion of the exchange processing.

Sellable Condition

“Sellable Condition” means that the Merchandise is still in its original packaging with the original labels, garment tags, price tags and return tags still attached; that the Merchandise is unworn, unused, unwashed, unaltered and in the condition originally sold (in the case of shoes that the soles are not scratched or dirty); and that the Merchandise is not damaged in any way.

The decision as to whether the Merchandise is in Sellable Condition remains within Clot Company Limited’s sole discretion and its decision shall be final.

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