RETURN AND REFUND POLICY

Effective Date: October 22, 2025
Last Updated: October 22, 2025

At Klarlux, we want you to love every piece you purchase. If you’re not completely satisfied with your order, we’ve made our return and refund process simple and transparent.

1. RETURN ELIGIBILITY

1.1 Return Window

We accept returns for online orders within 30 days of delivery date. The 30-day period begins on the date your package is delivered, as confirmed by the shipping carrier’s tracking information.

1.2 Condition Requirements

To be eligible for a return, items must meet ALL of the following conditions:

  • Unworn and Unused: Items must not have been worn, altered, or washed
  • Original Condition: Items must be in their original, pristine condition with no signs of wear
  • Tags Attached: All original tags, labels, and security tags must remain attached
  • No Odors or Stains: Items must be free from perfume, cologne, makeup, deodorant stains, or any other marks
  • Original Packaging: If applicable, items must include all original packaging materials (dust bags, garment bags, boxes, tissue paper)
  • Complete Set: All accompanying items must be returned (belts, removable accessories, care instructions, certificates)
  • Hygiene Standards: Items must meet basic hygiene standards and show no evidence of use

1.3 Items We Cannot Accept for Return

The following items are NOT eligible for return or refund:

  • Final Sale Items: Products clearly marked as “Final Sale,” “Clearance,” or “Non-Returnable” on the product page
  • Damaged by Customer: Items damaged due to misuse, improper care, or customer negligence
  • Altered Items: Items that have been altered, modified, or tailored
  • Worn Items: Items showing any signs of wear (pilling, stretching, fading, odors)
  • Items Without Tags: Products with removed or missing original tags
  • Items Returned After 30 Days: Returns received beyond the 30-day return window
  • Gift Cards and Digital Products: Non-physical products are final sale
  • Intimate Apparel: For hygiene reasons (unless defective or incorrect item sent)

2. RETURN SHIPPING

2.1 Free Returns Within the United States

We offer FREE RETURNS for all eligible items within the United States. You will NOT be charged for return shipping costs.

2.2 How Free Returns Work

When you initiate a return:

  • We will provide you with a prepaid return shipping label
  • You can drop off your package at any authorized shipping carrier location
  • The return shipping cost is fully covered by Klarlux

2.3 International Returns

For international orders:

  • Return shipping costs are the responsibility of the customer
  • We recommend using a trackable shipping method
  • Customers are responsible for any customs duties, taxes, or fees incurred during return shipping
  • Original shipping costs (if any) are non-refundable for international orders

2.4 Return Shipping Insurance

We strongly recommend:

  • Using a shipping method with tracking
  • Purchasing shipping insurance for high-value items
  • Retaining your postal receipt and tracking number

Important: Klarlux is not responsible for items lost or damaged during return transit. If we do not receive your return, you must provide proof of shipment (postal receipt with tracking number, preferably) to be considered for a refund.

3. HOW TO INITIATE A RETURN

3.1 Step-by-Step Return Process

Step 1: Contact Us Email our Customer Support team at hello@klarlux-ny.com with:

  • Your order number (found in your order confirmation email)
  • Items you wish to return
  • Reason for return (optional but helps us improve)

Step 2: Receive Return Authorization Within 24-48 business hours, our team will:

  • Confirm your return eligibility
  • Provide a Return Authorization (RA) number
  • Send return shipping instructions and prepaid label (for U.S. returns)
  • Provide the return address

Step 3: Package Your Items

  • Place items in their original condition with tags attached
  • Include all accessories, packaging, and materials
  • Write your order number and RA number clearly on a piece of paper inside the package
  • Use secure packaging to prevent damage during transit
  • Attach the prepaid return label (or address label for international returns)

Step 4: Ship Your Return

  • Drop off your package at the designated shipping carrier location
  • Retain your postal receipt and tracking number
  • Track your return shipment using the provided tracking number

Step 5: Confirmation

  • You will receive an email confirmation once we receive your return
  • Allow up to 10 business days from the date we receive your return for inspection and processing
  • During peak seasons (November-January), processing may take up to 28 business days

3.2 Return Address

For U.S. Returns: The return address will be provided in your Return Authorization email. Do not send items to our corporate office unless specifically instructed.

Important: Do not return items without first contacting us and receiving a Return Authorization number. Unauthorized returns may be refused or delayed.

4. RETURN INSPECTION AND PROCESSING

4.1 Inspection Timeline

Once we receive your return:

  • Standard Processing: 5-10 business days
  • Peak Season Processing: Up to 28 business days (November-January, major sale periods)

4.2 Inspection Criteria

Our quality control team will inspect returned items to verify they meet all return conditions outlined in Section 1.2. We check for:

  • Presence of original tags
  • Signs of wear or use
  • Odors, stains, or damage
  • Completeness of all components
  • Overall condition and hygiene standards

4.3 Return Approval or Rejection

Approved Returns: If your return passes inspection, we will process your refund according to Section 5.

Rejected Returns: If your return does not meet our return conditions:

  • We will email you with specific reasons for rejection
  • You may choose to have the item(s) returned to you at your expense
  • No refund will be issued for rejected returns

5. REFUNDS

5.1 Refund Processing Time

Once your return is approved:

  • We will process your refund within 10 business days
  • You will receive an email confirmation when your refund is issued
  • Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account

5.2 Refund Amount

Your refund will include:

  • Full purchase price of the returned item(s)
  • Any applicable sales tax

Your refund will NOT include:

  • Original shipping costs (if applicable)
  • Return shipping costs (for international returns where customer paid)
  • Gift wrapping fees (if applicable)

5.3 Refund Method

Refunds are processed to your original payment method:

  • Credit/Debit Card: Refund to the card used for purchase
  • PayPal: Refund to your PayPal account
  • Other Payment Methods: Refund to the original payment source

Important: We cannot issue refunds to a different payment method or account than the one used for the original purchase.

5.4 Partial Refunds

In certain circumstances, partial refunds may be issued:

  • Items returned with minor imperfections caused by the customer
  • Items missing non-essential components (with your prior approval)
  • Items returned slightly outside the 30-day window (at our discretion)

We will always contact you before issuing a partial refund to discuss options.

5.5 Late or Missing Refunds

If you have not received your refund within the expected timeframe:

Step 1: Check your bank account or credit card statement again

Step 2: Contact your financial institution (refunds may take time to process)

Step 3: Contact your credit card company (posting may take additional time)

Step 4: If you’ve done all of this and still have not received your refund, contact us at hello@klarlux-ny.com with:

  • Your order number
  • Date of return
  • Date you received refund confirmation email
  • Payment method used

6. EXCHANGES

6.1 Exchange Policy

At this time, we do not offer direct exchanges. If you would like a different size, color, or style:

Step 1: Return the original item following our return process

Step 2: Place a new order for the desired item

This ensures you receive your new item as quickly as possible without waiting for the return to be processed.

6.2 Size Exchange Tips

To ensure the best fit:

  • Consult our detailed Size Guide on each product page
  • Review Customer Fit Reviews for real-world sizing feedback
  • Contact our Customer Support team at hello@klarlux-ny.com for personalized sizing assistance

6.3 Out of Stock Items

If the item you want is out of stock:

  • Sign up for Back-in-Stock Notifications on the product page
  • Contact us at hello@klarlux-ny.com to inquire about restock dates
  • We’ll do our best to help you find a suitable alternative

7. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS

7.1 Defective Items

We sincerely apologize if you received a defective item. Quality is extremely important to us.

What to do:

  1. Do not wash or wear the item
  2. Email us immediately at hello@klarlux-ny.com with:
    • Your order number
    • Clear photos showing the defect from multiple angles
    • Description of the defect
  3. Our team will review and respond within 24-48 hours

Resolution options:

  • Full refund (including original shipping costs)
  • Replacement item shipped at no cost
  • Partial refund if you wish to keep the item (depending on defect severity)

7.2 Damaged Items (Received Damaged)

If your item arrived damaged:

  1. Take photos immediately of:
    • The damaged item
    • The shipping box/packaging (showing exterior damage)
    • The interior packaging
  2. Contact us within 48 hours of delivery at hello@klarlux-ny.com
  3. Provide your order number and photos

We will work quickly to resolve the issue with either a replacement or full refund.

7.3 Incorrect Item Received

If you received the wrong item:

  1. Email us immediately at hello@klarlux-ny.com with:
    • Your order number
    • Photo of the item you received
    • Description of what you ordered vs. what you received
  2. We will send you the correct item at no additional cost
  3. We will provide a prepaid return label for the incorrect item

You will not be charged for:

  • Return shipping
  • Shipping for the correct item

7.4 Missing Items

If items are missing from your order:

  1. Check your order confirmation email to verify what was ordered
  2. Check all packaging thoroughly (small items can hide in tissue paper)
  3. If items are still missing, contact us at hello@klarlux-ny.com within 7 days of delivery

We will investigate and either:

  • Ship the missing item(s) at no cost
  • Issue a refund for the missing item(s)

8. CANCELLED ORDERS

8.1 Cancellation Before Shipment

We will gladly cancel orders before they are processed and shipped from our warehouse.

To request cancellation:

  • Email us immediately at hello@klarlux-ny.com with your order number and “CANCEL ORDER” in the subject line
  • Include your order number and reason for cancellation

Important: Due to high order volume and fast processing times:

  • We cannot guarantee cancellation for all orders
  • Orders ship quickly (often within 24-48 hours)
  • Once an order has shipped, it cannot be cancelled

If your order has already shipped, you will need to follow our standard return process once you receive it.

8.2 Cancellation After Shipment

Once your order has shipped:

  • The order cannot be cancelled
  • You may refuse delivery (the package will be returned to us)
  • You may receive the package and return it following our return process
  • Refunds for refused deliveries are processed once we receive the package back

9. ORDER MODIFICATIONS

9.1 Changing Order Details

Once an order is placed, we generally cannot modify:

  • Shipping address
  • Items ordered
  • Payment method
  • Size or color

If you need to make changes:

  • Contact us immediately at hello@klarlux-ny.com
  • We will try our best to accommodate your request if the order hasn’t been processed
  • If the order has shipped, modifications are not possible

10. GIFT RETURNS

10.1 Returning a Gift

If you received a Klarlux item as a gift:

With Gift Receipt:

  • Email us at hello@klarlux-ny.com with your gift receipt number
  • Follow the standard return process
  • Refund will be issued as store credit

Without Gift Receipt:

  • Contact the gift giver for order information
  • The original purchaser must initiate the return
  • Refund will be issued to the original payment method

10.2 Store Credit for Gift Returns

Store credit issued for gift returns:

  • Valid for 12 months from issue date
  • Can be used for any Klarlux purchase
  • Non-transferable and cannot be redeemed for cash

11. RESTOCKING FEES

Good News: Klarlux does NOT charge restocking fees for standard returns that meet all our return conditions.

However, partial refunds or restocking fees may apply in the following situations:

  • Items returned without all original components (at our discretion)
  • Items showing minor signs of wear but still acceptable (with your approval)
  • Late returns beyond 30 days (evaluated case-by-case)

12. PROMOTIONAL ITEMS AND DISCOUNTS

12.1 Returns with Discounts or Promotions

If you used a discount code or received a promotional discount:

  • Your refund will reflect the discounted price you paid
  • The discount code becomes void once used and cannot be reissued

12.2 Free Gift or Bonus Items

If your order included a free gift or promotional item:

  • The free item must be returned with the purchased item(s)
  • Failure to return promotional items may result in a deduction from your refund

12.3 Bundle Purchases

If you purchased items as a bundle:

  • Returning partial items from a bundle may void the bundle discount
  • Refund will be calculated at individual item prices, not bundle price

13. RETURN FRAUD PREVENTION

To protect our customers and our business, we monitor return patterns. Excessive returns, returns of worn items, or other fraudulent activity may result in:

  • Return refusal
  • Account suspension
  • Referral to collections or legal action (for fraudulent returns)

We reserve the right to refuse service to anyone who abuses our return policy.

14. CUSTOMER RESPONSIBILITIES

When making a return, you are responsible for:

  • Ensuring items meet all return conditions
  • Properly packaging items to prevent damage
  • Using trackable shipping methods (recommended)
  • Retaining proof of shipment
  • Initiating returns within the 30-day window
  • Providing accurate contact information

15. KLARLUX RESPONSIBILITIES

We commit to:

  • Providing clear return instructions and support
  • Responding to return requests within 24-48 business hours
  • Processing approved returns within 10 business days (standard)
  • Issuing refunds promptly once returns are approved
  • Communicating clearly throughout the return process
  • Treating all customers fairly and respectfully

16. SPECIAL CIRCUMSTANCES

16.1 Force Majeure

In cases of events beyond our control (natural disasters, pandemics, civil unrest, etc.), return processing times may be extended. We will communicate any delays promptly.

16.2 Warehouse Closures

During warehouse closures (holidays, maintenance):

  • Return receipt and processing will be delayed
  • Processing timelines will be extended accordingly
  • We will notify customers of closure dates in advance

17. CONTACT INFORMATION

For any questions, concerns, or assistance with returns and refunds:

Klarlux Customer Support
United States
Email: hello@klarlux-ny.com
Subject Line: Please use “Return Request” or “Refund Inquiry” for faster processing
Response Time: 24-48 business hours (Monday-Friday, excluding holidays)

18. POLICY UPDATES

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website. The “Last Updated” date at the top of this policy indicates when it was last revised.

Your continued use of our website and services after changes are posted constitutes your acceptance of the updated policy.

19. DISPUTE RESOLUTION

If you have a dispute regarding a return or refund:

Step 1: Contact us at hello@klarlux-ny.com to discuss the issue

Step 2: If not resolved, request to escalate to a supervisor

Step 3: If still unresolved, you may:

  • File a complaint with your credit card company (chargeback)
  • Seek mediation through a neutral third party
  • Pursue legal remedies under applicable consumer protection laws

We are committed to resolving all disputes fairly and promptly.

RETURN CHECKLIST

Before returning an item, please verify:

✓ Within 30 days of delivery
✓ Item unworn and unused
✓ All original tags attached
✓ Original packaging included
✓ No makeup, odors, or stains
✓ All accessories included
✓ Return Authorization obtained
✓ Order number included in package
✓ Secure packaging
✓ Tracking number retained

Last Updated: October 22, 2025

Thank you for shopping with Klarlux! We appreciate your business and want to ensure you have a positive experience, from purchase through potential returns. If you have any questions, please don’t hesitate to contact us.