Return, Exchange and Refund Policy

CLOWE SHOP— www.cloweshop.com

Operated by CLOWE PARTNERS LLP.

Last updated: 12 October 2026

This Policy forms part of the Terms and Conditions of Use and the Customer Terms of Sale, and is displayed on every product page before an order is placed, in compliance with Rule 5(3)(d) of the Consumer Protection (E-Commerce) Rules, 2020.

Please read Clauses 1 and 2 carefully. They set out the circumstances in which a Product may and may not be returned.

1. No Return on Discretionary Grounds

1.1 Products sold on the Platform are not returnable, and no refund is payable, on any of the following grounds:

• change of mind, or the Customer no longer wanting the Product;
• size or fit dissatisfaction, the Product being found too loose, too tight, too long or too short, where the Product conforms to the size and measurements stated in the Vendor’s size chart;
• colour, shade, texture or finish preference, or minor variation in colour or shade attributable to photography, lighting, screen calibration or device settings;
• a difference between the actual Product and the image or rendering generated by the AI Virtual Try-On feature;
• the Product having been ordered in error, or a duplicate order having been placed;
• a subsequent reduction in the price of the Product, or the availability of a better offer elsewhere.

1.2 AI Virtual Try-On — express position. The AI Try-On generates a simulated, algorithmically produced visual approximation only. It is expressly not a representation, warranty, assurance or guarantee as to the fit, size, length, drape, fall, silhouette, stretch, transparency, texture, weave, finish, shade, colour, print placement or overall appearance of the actual Product on the Customer’s body. The Customer is required to rely upon the Vendor’s size chart, measurements, fabric composition and product description, and not upon the rendering, when deciding to purchase. Dissatisfaction arising from any difference between the try-on rendering and the Product as delivered is not a ground for return, exchange, replacement or refund.

1.3 The Customer’s attention is drawn to this Clause before the order is placed, and the placing of an order constitutes acceptance of it.

2. Exchange in Case of a Defective or Non-Conforming Product

2.1 Where a Product delivered is:

• defective, or suffering from a manufacturing defect;
• damaged in transit, or delivered in tampered or broken packaging;
• the wrong item, a wrong size or a wrong colour as against the item ordered;
• incomplete, with a component, accessory or declared freebie missing;
• spurious or counterfeit; or
• of a characteristic, feature or description materially different from that advertised on the product page,

the Customer is entitled to raise a claim under this Clause.

2.2 Primary remedy — exchange or replacement. The remedy in the first instance is exchange or replacement of the Product with an identical Product in sound condition, at no cost to the Customer. Reverse pickup and re-delivery are arranged free of charge.

2.3 Refund where exchange is not possible. Where an identical replacement cannot be supplied — because the Product is out of stock, discontinued, no longer listed, or the defect is found to be common to the Vendor’s stock — or where the Customer, being a consumer, elects refund in a case falling within Clause 2.1, the consideration paid shall be refunded in full, in accordance with Clause 6. Nothing in this Policy is intended to, or shall be construed to, derogate from Rule 6(5)(c) of the Consumer Protection (E-Commerce) Rules, 2020, under which a seller shall not refuse to take back goods or refuse to refund consideration where the goods are defective, deficient, spurious, or not of the characteristics or features advertised.

2.4 Where the same Product is found to be defective on a second occasion after exchange, the Customer shall be entitled to a refund and shall not be required to accept a further exchange.

3. Time Limit and Manner of Raising a Claim

3.1 A claim under Clause 2 must be raised within 48 hours of delivery, through “My Orders” on the Platform, or by e-mail to support@cloweshop.com.

3.2 The claim must be supported by:

• the order number and invoice;
• clear photographs of the Product showing the defect, damage or discrepancy, and of the brand tag and barcode;
• photographs of the outer packaging and shipping label; and
• an unboxing video, where the claim is of transit damage, a missing item, a wrong item or a tampered consignment. Customers are strongly advised to record a single continuous unboxing video from the sealed state of the parcel. Absence of such a video may make a claim of this nature difficult to substantiate.

3.3 A claim raised after the period in Clause 3.1 may be declined, save where the defect is latent and could not reasonably have been discovered within that period, in which case the claim must be raised within 7 days of the defect becoming apparent and within any manufacturer’s warranty period.

4. Condition of the Product Returned

4.1 A Product taken back under Clause 2 must be in unused, unwashed, unworn and unaltered condition, with all original tags, labels, brand packaging, accessories, freebies, warranty cards and the invoice intact.

4.2 A Product that has been washed, used, worn (other than a single trial), altered, tailored, dyed, stained, perfumed or damaged after delivery is not eligible, and the claim may be declined.

4.3 Every returned Product undergoes a quality check. Where, on quality check, the Product is found to be used, altered, incomplete, substituted, counterfeit, or not the Product dispatched, the claim shall be rejected, the Product shall be sent back to the Customer, and the account shall be placed under review. The Customer shall be informed of the outcome with reasons.

5. Products Not Eligible for Return or Exchange

5.1 The following are not eligible for return or exchange on any ground other than delivery of a demonstrably wrong, counterfeit or materially non-conforming item, owing to hygiene, safety and customisation considerations:

• innerwear, lingerie, briefs, vests, camisoles and shapewear;
• swimwear and beachwear;
• socks, stockings and hosiery;
• earrings and other items worn in a pierced part of the body;
• cosmetics, fragrances and personal-care items;
• customised, made-to-measure, monogrammed, embroidered or personalised Products;
• Products altered to the Customer’s measurements;
• Products purchased in a clearance, final-sale or liquidation event expressly marked non-returnable;
• free items, gifts and samples.

5.2 The non-returnable character of a Product is displayed on its product page before the order is placed.

On Clowe today, these categories are set as non-returnable: Beauty, Fashion › Innerwear. A seller may also mark an individual product "Not returnable" (for example pierced jewellery, or customised or final-sale items); the product page, cart and checkout say so before you buy.

6. Refunds

6.1 Where a refund is payable under Clause 2.3 or 2.4, it shall be made to the original mode of payment, or, at the Customer’s election and where offered, to the Platform wallet or a verified bank account.

6.2 Refund shall be initiated within 3 working days of the returned Product being received and cleared on quality check, or, where no physical return is required, of the claim being approved.

6.3 Credit to the Customer’s account ordinarily takes a further 7 working days, depending on the issuing bank, card network or payment service provider, over which the Company has no control.

6.4 For cash-on-delivery orders, refund shall be made by bank transfer to an account in the Customer’s own name, on furnishing the account number and IFSC. Refunds are not made in cash.

6.5 Refund shall be of the net amount actually paid after application of any discount, coupon, promotional code, loyalty credit or bank offer. Shipping and handling charges are refunded in full where the claim arises under Clause 2.

6.6 Refund liability is that of the Vendor. The Company processes the refund as the Vendor’s limited collection agent out of amounts held on the Vendor’s account, and recovers the same from the Vendor.

7. Replacement Timelines

7.1 Reverse pickup is ordinarily arranged within 2–4 working days of approval of the claim, and the replacement is dispatched within 2–3 working days of the returned Product being cleared on quality check.

7.2 Where the pickup location is not serviceable by the logistics partner, the Customer may be requested to self-ship the Product, in which case reasonable courier charges supported by a receipt shall be reimbursed up to INR 100.

8. Abuse of this Policy

8.1 The Company reserves the right to decline claims, withdraw the exchange facility, withdraw the cash-on-delivery facility, and suspend or terminate an account, where a pattern of excessive, repeated, inconsistent or fraudulent claims is observed, or where returned Products are repeatedly found on quality check to be used, substituted or altered.

8.2 Any such action shall be communicated with reasons and may be contested through the grievance mechanism.

9. Grievances and Statutory Rights

9.1 Any grievance under this Policy may be raised in accordance with the Customer Support and Grievance Policy. Complaints are acknowledged within forty-eight (48) hours and redressed within one (1) month.

9.2 Nothing in this Policy restricts, excludes or derogates from the rights and remedies available to a consumer under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, including the right to approach the District, State or National Consumer Disputes Redressal Commission having jurisdiction, or the National Consumer Helpline (1915).