Is it possible to return the received item?
A buyer can return an order and obtain a refund if the item received is in several points different from the one ordered.
It is also possible to renegotiate the price with the seller and obtain a partial refund, in the event that the buyer wishes to keep the item, but judges that the price paid is not justified.
Contact us if an item was damaged in shipment or never arrived. Clozen will endeavor to find a solution to the problem with Swiss Post.
Clozen Buyer Protection Reminder
A buyer benefits from Clozen Buyer Protection only by clicking on “Pay” when ordering. If he notices a problem when receiving his package and he has not gone through the sales procedure in accordance with the Clozen regulations, we will not be of any help to him.
If the item received does not please the buyer or if he changes his mind?
A buyer has the option of reselling items purchased on Clozen. If he puts an item purchased on Clozen back on sale within 5 days of receiving the item, we will refund the 5% sales commission (transaction fees of CHF 1.50 remain payable) to him on his Clozen Wallet when he has sold the item.
If he wants to reuse the seller's photos, he/she must have his/her agreement. We still recommend that they upload their own pictures.
In the event of a dispute, inform the seller
- The buyer must click on " I have a problem " in the thread of their conversation within 2 days (48 hours) of delivery of the item ;
- Try to find an agreement before Clozen support intervenes:
- If the buyer decides to keep the item, the transaction will be finalised ;
- If he decides to keep the item and renegotiate the price, buyer and seller must agree on a new price and the buyer will get a partial refund for the item ;
- The buyer can return the item and get a refund for the item 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.
If an agreement is reached with the seller, here is how to proceed:
- The buyer decides to keep the item at the initial price:
Click on “Close the dispute”, then on “Confirm” in the thread of your conversation. We will then send the payment to the seller.
- The buyer decides to accept the seller's price reduction offer :
Click on “Accept counter-offer”, then on “Confirm” in the thread of your conversation. We will then forward the partial payment to the seller and we will refund the buyer the difference in the price of the item on his Clozen Wallet.
- If the seller agrees to take the item back:
The buyer will receive a prepaid label from the Swiss Post in order to resend the package to the seller. He will have 3 days (72 hours) to return the package and the return costs are at his expense unless the seller agrees to bear them. If the buyer does not return the package within the time limit of 3 days (72 hours), the sale will be validated at the initial price. Upon confirmation of the return of the parcel from the seller or 2 days (48 hours) after the delivery confirmation, Clozen will cancel the order and the buyer will be refunded.
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, please make sure that you pay particular attention to the following:
- The item (or batch) inserted in the package ;
- 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 buyer and seller cannot reach an agreement:
Click on "Request the intervention of Clozen Support " in the thread of your conversation.
Clozen support will intervene within 7 days to try to find a solution to the dispute using the documents available (photos, videos).
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 responsibility 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, please make sure that you pay particular attention to the following:
- The item (or batch) inserted in the package ;
- 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.
If the item is counterfeit
If the buyer notices that the item is a counterfeit, please let us know. We will help him solve the problem.
It will probably not be necessary to return the counterfeit item. But we will ask him for cooperation in order to find a solution.
However, a case of counterfeiting must be proven using written confirmation from an approved inspection body before being reimbursed.
We remind you that the sale of counterfeits is strictly prohibited on our platform, in accordance with our Terms and Conditions.