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RETURNS & REFUNDS

Hey shopper! 👋🏾

Kloset Klub is built to give you peace of mind, speed, and safety. That’s why all returns are handled only through our in‑app system.

Buyers and sellers should never communicate off the platform and never ship items outside of the app.

This protects everyone, keeps transactions transparent, and ensures every return is tracked properly.

WHEN CAN I RETURN AN ITEM?

You can return an item if:

  • The item is not as described (wrong size label, big stains/tears not shown, or counterfeit).

  • The seller cancelled your order.

  • You didn’t receive your order within the agreed delivery period.

Change of mind returns are only possible if the seller agrees.

SEE WHAT'S NEW

HOW RETURNS WORK

  • Once your order is delivered, you have 48 hours to click “I have received my order.”

  • After you click, a "Return Order" button appears for another 24 hours.

If no action is taken within 24 hours, the return option disappears, the order closes, and payment is released to the seller.

If there’s a problem, click "Received" then "Return" to start the process.

STEPS TO RETURN AN ITEM

  • The system will ask: 'Your order has arrived.' Is everything okay?

  • [Yes – Confirm Receipt] → funds released, order closed.

  • [No – There’s a problem] → start return.

Choose reason: damaged, wrong item, not as described, other.

  • Upload proof: 1–3 photos or a short video.

  • Optional: add a note.

  • Submit → seller notified. They must respond within 24 hours.

If you don’t click within 24 hours, the return button disappears, the order closes, and payment is released to the seller.

If you’re unhappy, click “Received” then “Return.”

WHO PAYS FOR SHIPPING

  • Seller’s fault (wrong, damaged, not as described) → seller pays.

  • Buyer’s choice (change of mind, doesn’t fit) → seller may decline. If they accept, buyer pays.

  • All returns use Pudo locker-to-locker for tracking.

EASY RETURNS PROCESS

  • Buyer requests return with reason + evidence.

  • The seller has 24 hours to respond. If there is no reply, the request is automatically declined.

  • If approved, the buyer must ship the item back within 3 days using Pudo and upload the tracking details.

  • The seller confirms once the return is received. If accepted, the refund begins. If rejected, the seller must provide proof and the case is escalated to our support team.

  • If the seller does not respond within 24 hours of the item being marked as returned, the system auto-confirms the return.

  • SafePay then issues the refund to the buyer’s original payment method.

SEE WHAT'S NEW

DISPUTES

We encourage buyers and sellers to resolve issues directly through the in-app chat. Most problems can be sorted quickly this way without needing extra support.

If no agreement is reached, the case can be escalated by contacting our support team at care@klosetklub.com or via WhatsApp.

Our team will review the evidence shared on the platform and make a fair decision. 🫶🏾

EXCHANGES

  • Kloset Klub does not support direct exchanges at this point.

  • If you want a different item, you must first follow the refund process outlined above.

  • Once your order is received back and your refund is processed through TradeSafe, you are free to place a new order for the item you prefer.