Clozen refund policy

Once you have placed your order by clicking on "Pay" during the sales process on Clozen, you will benefit from the Clozen Buyer Protection.

Thanks to this clause, you can receive a refund if:

• the order has been cancelled by the seller before sending the order ;
• the order has not been shipped by the seller within 5 days (120 hours) ;
• the item is not at all in accordance with its description in the listing placed online ;
• the item was never delivered but was sent by Swiss Post using the prepaid label provided by Clozen ;
• the item was damaged during shipping ;
• the item is counterfeit.

Please note there is no compensation for the B5 / B4 envelope formats in the event of loss or damage during transport.

If the shipping procedures are not followed, or if you continue the conversation and the transaction outside of the Clozen platform, we cannot help you.

If the item is not to your liking when you receive it (judgment of taste)

In this case it is not possible to claim a refund from Clozen. You can always try to reach an agreement with your seller but he/she is free to accept or not. You can also re-sell the item on Clozen, within 5 days, without the 5% sales commission, however the CHF 1.50 transaction fee remain at your charge.

You have 2 days to make a complaint

If you wish to request a refund, click on "I have a problem" in your chat thread within 2 days of the order status being notified as "Delivered".

While the dispute is being resolved, we will suspend the payment. If a relationship of trust can be established, you may resolve the issue directly with your seller before the case is escalated to the Clozen support.

Please note:

If you click on "Everything is OK" or if you do not take action within 2 days of the order status change ("Delivered"), the transaction will be finalised and the seller will receive the payment.

Reach an agreement with your seller: 

• If you decide to keep the item the transaction will be finalised ;
• If you decide to keep the item and renegotiate the price, agree on a new price and you will get a partial refund for the item ;
• You can return the item and get a refund if the seller agrees.

Following the renegotiation, the buyer has 2 days (48 hours) to accept the seller's offer. If necessary and after having refused his offer, the case will be escalated after 7 days to Clozen support who will attempt to settle the dispute.

Warning : If the buyer ignores the seller's last offer within 2 days (48 hours) the sale will be automatically validated at this price.

Return shipping costs

The buyer must pay for the return shipping costs, but the seller may agree to an arrangement before the case is escalated to the Clozen support.

If Clozen were to intervene and validate a refund, the return costs would be borne by the buyer.

Please note:

Although we are confident in the honesty and integrity of all members of the Clozen community, in the event of a dispute, the seller will be asked to provide filmed proof of packaging and shipping. The buyer will also be asked to provide a recording of the reception and unpacking of the package / envelope.

With regard to the recording of the shipment of a package / envelope, please make sure that you pay particular attention to the following:

• The item (or batch) inserted in the package / envelope ;
• Packaging finishes (adhesive roll, string, etc.) ;
• Visible and unblurred Swiss Post prepaid label ;
• Deposit at the Swiss Post counter with final sealing of the package at the counter for shipments over CHF 500.00.

With regard to the recording of the reception of a package / envelope, please make sure that you pay particular attention to the following:

• The entire unopened package / envelope ;
• Damaged parts ;
• Packaging finishes (adhesive roll, string, etc.) ;
• Visible and unblurred Swiss Post prepaid label ;
• Opening the package / envelope and showing the contents ;
• The item(s) that do not match the description given by the seller.$

Clozen validates your dispute request

In the event that Clozen decides for a full refund of the price of the item(s), the buyer will be asked to return the goods to the seller within 3 days (72 hours) with the prepaid Swiss Post label. Shipping costs are the responsability of the buyer. 

Note: If the buyer has to return the item, he must repack it as he received it, without wearing or washing the item(s).

Reminder: With regard to the recording of the shipment of a package / envelope, please make sure that you pay particular attention to the following:

• The item (or batch) inserted in the package / envelope ;
• Packaging finishes (adhesive roll, string, etc) ;
• Visible and unblurred Swiss Post prepaid label ;
• Drop-off at the Swiss Post counter with final sealing of the package at the counter for shipments over CHF 500.00.

If the entire return process has been respected, we will refund the buyer as soon as the seller has collected and confirmed the return or maximum 2 days (48 hours) after confirmation of delivery of the package.

Attention!

If the 3 days (72 hours) have passed and the buyer has not returned the item, Clozen will not refund it and will forward its payment to the seller.