Customer Care
Easy Exchange Policy
Exchange only. Store credit where needed. No cash refunds for change of mind.
Effective from [date]. Last updated [date].
Our approach, in one paragraph
We work on an exchange basis, not a cash-refund basis, for products that have already been delivered. If something arrives wrong, damaged, or defective, we'll put it right at our cost. If you'd simply like a different size or frame, we're glad to help you exchange it, provided it's unworn and in its original condition. Where an exact exchange isn't possible, we'll offer store credit of equal value instead. This policy doesn't apply to orders cancelled before dispatch, which are refunded in full to your original payment method, since those funds were never actually delivered against.
1. Definitions
- “Exchange” means returning an eligible product and receiving a replacement (a different size or a different frame of equal value) or store credit, subject to the conditions below.
- “Store Credit” means a non-transferable code, equal to the value of the returned product, redeemable against a future purchase on the Website.
- “Eligible Product” means a product that is unworn, undamaged by the Customer, and returned with its original packaging, case, cloth, and tags intact.
2. Eligibility for Exchange
| Situation | Eligibility |
|---|---|
| Wrong size or item shipped by us | Yes, exchanged at our cost |
| Item arrives damaged or defective | Yes, exchanged at our cost |
| You'd like a different size or frame | Yes, you cover return shipping, we cover onward shipping |
| Change of mind, no issue with the item | Not eligible for exchange or refund, unless stated otherwise on the product page |
| Item worn, used, or missing original packaging/tags | Not eligible |
| Request made after [7 days] from delivery | Not eligible |
3. How to Request an Exchange
- Email contact@clarte.club within [7 days] of delivery, with your order number and the reason for the request.
- If the item arrived damaged, defective, or incorrect, please include clear photographs of the product and packaging — this helps us approve the request quickly, without back and forth.
- We'll confirm eligibility within [2 business days] and let you know the next step, a reverse pickup where serviceable, or instructions to self-ship the item back to us.
4. Who Covers Shipping
- If the fault is ours (wrong item, damaged, or defective), we cover both the return and the replacement shipping.
- If you'd simply like a different size or frame, return shipping is on you; we cover sending the replacement out.
5. Once We Receive the Item
The returned product goes through a short quality check. If it meets the conditions in Section 2, we process the exchange within [3 to 5 business days] and dispatch your replacement using our standard shipping method. If the check isn't passed (for example, signs of wear, missing packaging), the item will be returned to you, and no exchange or credit will be issued.
6. Store Credit
- Where the exact item or size you want isn't available, we'll issue store credit equal to the value of the returned product.
- Store credit is valid for [12 months] from issue, single-use, and can't be exchanged for cash or transferred to another person.
7. Orders Cancelled Before Dispatch
This exchange-only approach applies to delivered products. If we cancel your order before it ships (for example, due to a stock or pricing issue, as set out in our Terms & Conditions), you'll receive a full refund to your original payment method, since the order was never fulfilled.
8. Non-Returnable Items
Any product marked as final sale or non-returnable on its product page is excluded from this policy, except where it arrives damaged or defective.
9. Grievances
If you're unhappy with how an exchange request was handled, you can escalate it to our Grievance Officer at contact@clarte.club. We'll acknowledge within 48 hours and aim to resolve within 15 working days, in line with the Consumer Protection (E-Commerce) Rules, 2020.
10. Why We Work This Way
We keep our runs small and don't hold large amounts of stock waiting to be returned. Working on an exchange basis, rather than a constant cycle of cash refunds, lets us keep pricing honest and our operation lean. If something is genuinely wrong with your order, that's on us to fix, and we will.
11. Governing Law
This Policy is governed by the laws of India and read together with our Terms & Conditions. Nothing here limits any statutory right you have under the Consumer Protection Act, 2019.
12. Changes to This Policy
We may update this Policy from time to time. Continued use of the Website after a change means you accept the update.