Refund and Return Policy

Last updated: August 1, 2026

At Closther, we want you to be satisfied with your purchase. We offer free standard tracked returns on eligible items within 30 days of delivery.

Under our free return process, customers initially purchase a reasonable standard tracked return shipping label themselves. Closther reimburses the eligible return shipping cost after the parcel has been handed over to and scanned by the carrier, subject to the conditions below.

Closther does not normally issue or purchase the return shipping label in advance.

Return Portal

All return requests must be started and managed through the official Closther Return Portal:

START A RETURN

The entire return process takes place through this portal, including:

• Locating the relevant order;

• Selecting the item or items to return;

• Submitting the return request;

• Providing the reason for the return, where applicable;

• Uploading photographs or supporting documents;

• Receiving approval or additional instructions;

• Receiving the correct return address;

• Receiving packaging and shipping instructions;

• Providing the return tracking number;

• Providing proof of the return shipping cost;

• Following the return status;

• Receiving reimbursement and refund updates.

Customers must not send a parcel before submitting a return request through the portal and receiving the relevant return instructions.

Returns sent without prior approval or to an address not provided through the Return Portal may be refused, delayed, lost or subject to additional charges.

This policy does not limit any mandatory consumer rights available under the laws applicable to your purchase.

1. Return period

You may request a return within 30 calendar days of the date your order, or the relevant item, was delivered.

For orders delivered in multiple parcels, the return period for each item begins on the date that the relevant item is delivered.

The return request must be submitted through the Return Portal before the applicable return period expires:

https://closther.com/apps/parcelpanel-returns

Customers who benefit from a mandatory legal right of withdrawal may also exercise that right within the period provided by applicable law.

2. How to start a return

To submit a return request:

1. Open the Closther Return Portal;

2. Enter the information requested to locate your order;

3. Select the order containing the item you wish to return;

4. Select the item or items concerned;

5. Select or provide the reason for the return;

6. Upload any requested photographs or supporting documents;

7. Submit the request for review;

8. Wait for the return instructions before sending the parcel.

Return Portal:

ACCESS THE RETURN PORTAL

You may be asked to provide photographs where an item is damaged, defective, incorrect, incomplete or materially different from its description.

Once the return request has been reviewed, the approval status, correct return address and applicable instructions will be provided through the portal or through communications connected to the portal.

Submitting a separate email does not normally replace the requirement to submit the return request through the portal.

If the portal is temporarily unavailable, contact:

support@closther.com

Where applicable law allows a mandatory right to be exercised through another clear written statement, nothing in this policy prevents the customer from exercising that right.

3. Return eligibility

To qualify for a return, the item must normally:

• Be returned within the applicable return period;

• Be in the same condition in which it was received;

• Be unworn, unused and unwashed;

• Include all original tags;

• Include all original accessories;

• Include its original packaging where reasonably possible;

• Be free from stains, odours, alterations, damage, pet hair or other signs of use;

• Be connected to a valid Closther order;

• Be returned in accordance with the instructions provided through the Return Portal.

Customers may reasonably inspect or try on an item to determine its size, fit, nature and characteristics.

Where permitted by applicable law, Closther may reduce the refund to reflect any loss in value caused by handling or use beyond what was reasonably necessary to inspect the product.

4. Return approval

Submitting a request through the Return Portal does not automatically mean that the return has been approved.

Closther may review:

• The date of delivery;

• The date of the return request;

• The item’s eligibility;

• The stated return reason;

• Photographs or supporting documents;

• Whether the item falls under a return exclusion;

• Whether the return is protected by mandatory consumer law.

Customers must wait for approval and the return instructions before sending the parcel.

A return request may be declined where the item does not meet the conditions of this policy, except where mandatory consumer rights apply.

5. Return address

The correct return address will be provided only after the return request has been reviewed through the Return Portal.

The return address may be different from:

• The address printed on the original parcel;

• The address of the original sender;

• A supplier’s address;

• A manufacturer’s address;

• A carrier depot;

• Closther’s registered business address.

Customers must send the parcel only to the return address provided through the approved return process.

Do not return a product to the address shown on the original parcel unless that exact address has been confirmed through the Return Portal.

Closther cannot guarantee the acceptance or recovery of parcels sent to an incorrect or unauthorised address.

6. Free return shipping and label reimbursement

Closther provides free standard tracked returns for eligible return requests.

However, Closther does not normally provide or purchase the return shipping label in advance.

The customer must:

1. Submit the return request through the Return Portal;

2. Wait for approval and the correct return address;

3. Purchase a reasonable standard tracked shipping label from a recognised carrier;

4. Send the parcel to the approved return address;

5. Keep the shipping receipt;

6. Keep the tracking number;

7. Upload or provide the shipping receipt, tracking number and proof of payment through the portal when requested.

Closther will reimburse the eligible cost of standard tracked return shipping after the carrier’s tracking information confirms that the parcel has been accepted, deposited or handed over for return.

The shipping reimbursement may be processed separately from the product refund.

The reimbursement will normally be issued through the payment or reimbursement method available for the return. Where reimbursement to the original payment method is not technically possible, another reasonable method may be agreed with the customer.

Only the reasonable cost of the least expensive suitable standard tracked return service will be reimbursed.

7. Non-reimbursable shipping services

The following additional services are not reimbursed unless Closther approves them in writing before the parcel is sent:

• Express delivery;

• Priority delivery;

• Same-day delivery;

• Additional insurance;

• Signature services;

• Premium carrier services;

• Premium packaging;

• Carrier collection services;

• Optional delivery guarantees;

• Other unnecessary additional services.

If no reasonably priced standard tracked service is available, contact Closther through the Return Portal before purchasing the label.

Closther may limit the reimbursement to the cost of a reasonable standard tracked service if the customer chooses an unnecessarily expensive service without prior approval.

8. Conditions for return shipping reimbursement

A return shipping reimbursement may be refused or reduced where:

• The return was not submitted through the Return Portal;

• The return request was not approved;

• The customer sent the parcel before receiving the return instructions;

• The parcel was sent to an incorrect or unauthorised address;

• No valid receipt or proof of payment is provided;

• No valid tracking number is provided;

• The tracking number cannot be verified;

• Tracking does not show that the parcel was handed to the carrier;

• The customer purchased an unnecessarily expensive service;

• Premium or optional shipping services were purchased without approval;

• The returned item is not connected to a valid Closther order;

• The customer did not follow the return instructions.

These restrictions do not apply where the return costs must legally be borne by Closther.

9. Packaging the return

Customers are responsible for packaging returned items carefully and securely.

Whenever possible, use the original shipping packaging or another suitable protective package.

Do not place shipping labels directly on:

• Product packaging;

• Shoe boxes;

• Branded boxes;

• Protective cases;

• Reusable packaging that forms part of the product.

The customer should use an outer shipping package where necessary.

Closther may not be responsible for damage caused by insufficient or unsuitable return packaging, except where applicable law provides otherwise.

Customers should keep the shipping receipt and tracking information until the return, shipping reimbursement and product refund have all been completed.

10. Customs declarations

For international returns, customers must follow any customs instructions provided through the Return Portal.

Where applicable, the parcel should be declared as:

Returned Goods

The return should not be declared as a new commercial sale.

Customers must not intentionally declare an incorrect product value or provide false customs information.

Closther may not reimburse customs charges, import duties, storage fees or administrative fees caused by an incorrect customs declaration made contrary to the instructions provided.

11. Return tracking

A tracked shipping service must be used for returns.

After sending the parcel, the customer must provide the tracking number through the Return Portal when requested.

The tracking information should clearly show:

• The carrier;

• The tracking number;

• The date the parcel was accepted;

• The parcel’s movement;

• The delivery status.

Customers should monitor the tracking information until delivery.

If the parcel is delayed, held or lost, the customer should contact the carrier and update the return request through the portal.

12. Lost return parcels

If tracking does not show that the parcel was accepted by the carrier, Closther may be unable to process the shipping reimbursement or product refund.

If tracking confirms that the parcel was handed to the carrier but it is subsequently delayed or lost, the customer should:

1. Contact the carrier;

2. Keep all shipping documents;

3. Update Closther through the Return Portal;

4. Provide any requested carrier investigation documents.

The customer’s rights regarding a lost return parcel will depend on the circumstances and applicable consumer law.

13. Return inspection

Once the returned parcel has been received, Closther or the relevant return facility will inspect the item.

The inspection may verify:

• The identity of the item;

• The item’s condition;

• Whether it has been worn or used;

• Whether it has been washed;

• Whether it has been altered;

• Whether the tags are present;

• Whether accessories are present;

• Whether the item is damaged;

• Whether the item matches the original order;

• Whether the return instructions were followed.

The return status may be updated through the Return Portal.

If there is a problem with the returned item, Closther may request additional information from the customer.

14. Returns that may be refused or reduced

A return may be refused or the refund may be reduced, where permitted by law, if the item:

• Has been worn beyond reasonable inspection;

• Has been washed;

• Has been altered;

• Has been damaged after delivery;

• Contains stains, odours, makeup, deodorant or signs of use;

• Is missing original tags;

• Is missing accessories or essential components;

• Is not the item originally purchased;

• Is counterfeit or substituted;

• Was returned after the applicable deadline;

• Was sent to an unauthorised address;

• Falls under a lawful return exclusion;

• Was not returned according to the instructions provided.

Mandatory statutory rights remain unaffected.

15. Product refunds

Approved product refunds will normally be issued to the original payment method used for the order.

Where required by applicable consumer law, the refund will include the original standard delivery charge paid for the order.

Additional original delivery costs caused by the customer choosing an express, premium or more expensive delivery option are not refundable, except where required by law.

For returns made under a mandatory legal right of withdrawal, Closther may withhold the refund until:

• The returned goods have been received; or

• The customer provides valid evidence that the goods have been sent back,

whichever occurs first, where applicable law permits this.

For returns made only under Closther’s voluntary 30-day return policy, the product refund may be processed after the returned item has been received and inspected.

16. Refund processing time

Once a refund has been approved, Closther will normally process it within 10 business days.

Closther will always process refunds within any mandatory deadline imposed by applicable law.

The customer’s bank, card issuer, PayPal account or payment provider may require additional time to display the refund.

This additional financial processing time is outside Closther’s direct control.

If more than 15 business days have passed since Closther confirmed that a refund was issued, contact:

support@closther.com

Please include the return request details and order number.

17. Return shipping reimbursement and product refund

The return shipping reimbursement and the product refund are two separate transactions.

The return shipping reimbursement may be processed after:

• The return request has been approved;

• A valid shipping receipt has been provided;

• A valid tracking number has been provided;

• The tracking information confirms that the parcel was handed to the carrier.

The product refund may be processed after:

• The parcel has been delivered;

• The returned item has been inspected;

• The return has been approved.

The timing of these two reimbursements may therefore be different.

18. Damaged, defective or incorrect items

Please inspect your order as soon as it is delivered.

Submit a request through the Return Portal as soon as possible if:

• An item is damaged;

• An item is defective;

• You received the wrong item;

• You received the wrong size or colour;

• An item is missing from the parcel;

• The item is materially different from its description;

• The parcel arrived visibly damaged.

Return Portal:

https://closther.com/apps/parcelpanel-returns

Include clear photographs or videos showing:

• The item;

• The defect or damage;

• The packaging;

• The shipping label;

• Any incorrect product received.

Where the product is faulty, damaged, incorrect or not as described, Closther will provide an appropriate solution in accordance with applicable law.

This may include:

• A replacement;

• A repair, where appropriate;

• A full refund;

• A partial refund;

• Reimbursement of necessary return costs;

• Another remedy required by applicable consumer law.

Customers will not be required to bear the necessary return costs for products that are defective, damaged, incorrect or not as described.

19. Missing items

If an item is missing from your order, submit a request through the Return Portal and provide:

• The order number;

• The missing item;

• Photographs of the parcel;

• Photographs of the shipping label;

• Photographs of all items received;

• Any evidence of damage or tampering.

Closther may investigate the shipment, parcel weight, fulfilment records and carrier information before providing a resolution.

20. Exchanges

Closther may not always offer direct exchanges.

The fastest way to obtain a different size, colour or item is normally to:

1. Submit a return request through the Return Portal;

2. Return the original item;

3. Place a new order for the desired item.

Where a direct exchange is offered, it remains subject to availability.

Closther cannot guarantee that a replacement item will remain in stock while the original item is being returned.

Any price difference may need to be paid or refunded separately.

21. Non-returnable items

The following items may not be eligible for return, except where they are defective, incorrectly supplied or where applicable law provides otherwise:

• Products made to the customer’s specifications;

• Clearly personalised products;

• Customised items;

• Sealed hygiene products where the seal has been removed;

• Underwear or intimate apparel where the hygiene seal has been removed;

• Bodysuits where a hygiene seal has been removed;

• Swimwear where the hygiene protection has been removed;

• Earrings or pierced jewellery where the hygiene seal has been removed;

• Beauty or cosmetic products that have been opened or used;

• Perishable products;

• Gift cards;

• Digital products where a lawful exception applies;

• Items specifically identified as non-returnable where legally permitted.

Submit a request through the Return Portal if you are unsure whether an item is eligible.

22. Sale and promotional items

Sale, discounted and promotional items may be returned under the same conditions as other eligible items unless a lawful exception applies.

A “final sale” or non-returnable designation does not override:

• A mandatory legal right of withdrawal;

• A legal guarantee;

• Rights relating to defective products;

• Other mandatory consumer protection rights.

23. Bundles, sets and multi-buy offers

Where an item was purchased as part of a bundle, set or multi-buy offer, all relevant components may need to be returned to receive a full refund.

If only part of a bundle is returned, the refund may be recalculated based on the price that would have applied to the items retained.

Closther may deduct the value of a discount that no longer applies after a partial return, where permitted by law.

24. Promotional gifts

Any free promotional gift connected to a returned purchase may also need to be returned.

If the promotional gift is not returned, its reasonable stated value may be deducted from the refund where permitted by applicable law.

25. Refused and unclaimed parcels

Refusing delivery or failing to collect a parcel does not automatically constitute a valid return request.

Customers should submit a request through the Return Portal clearly stating that they wish to return or cancel the order.

Where a parcel is returned because the customer:

• Provided an incomplete address;

• Provided an incorrect address;

• Refused delivery without submitting a return request;

• Failed to collect the parcel;

• Failed to respond to the carrier;

• Failed to pay lawful import charges;

reasonable costs caused by the failed delivery or return may be deducted from the refund where permitted by law.

26. Unauthorised returns

An unauthorised return is a parcel sent without:

• A return request through the Return Portal;

• Approval;

• The correct return address;

• The applicable return instructions.

Unauthorised returns may:

• Be refused;

• Be significantly delayed;

• Be impossible to identify;

• Be returned to the sender;

• Incur additional charges;

• Be lost.

Closther is not responsible for avoidable problems caused by a customer sending a parcel outside the approved return process, except where applicable law provides otherwise.

27. Return abuse and fraudulent returns

Closther may investigate suspected return abuse or fraud, including:

• Returning a different item;

• Returning a counterfeit item;

• Substituting the original product;

• Falsifying shipping receipts;

• Falsifying tracking information;

• Making fraudulent damage claims;

• Repeatedly wearing and returning products;

• Making fraudulent missing-item claims;

• Attempting to obtain multiple refunds for the same order.

Where permitted by law, Closther may:

• Refuse fraudulent returns;

• Restrict voluntary return privileges;

• Request additional evidence;

• Report suspected fraud;

• Take other appropriate action.

This section does not restrict legitimate statutory consumer rights.

28. European Union and European Economic Area right of withdrawal

Consumers located in the European Union or European Economic Area generally have the legal right to withdraw from an eligible online purchase without providing a reason.

The withdrawal period generally expires 14 days after the day on which the consumer, or a person designated by the consumer other than the carrier, receives the goods.

For orders containing multiple items delivered separately, the period may begin after receipt of the final item, where applicable law provides this.

Customers are encouraged to exercise this right through the Return Portal:

https://closther.com/apps/parcelpanel-returns

The customer may also communicate another clear written statement where applicable law permits it.

After notifying Closther, the customer must return the goods without undue delay and no later than the applicable legal deadline.

Because Closther offers free standard tracked returns under this policy, the reasonable cost of standard tracked return shipping will be reimbursed in accordance with this policy.

Closther will refund all payments required by applicable law, including the cost of the least expensive standard delivery method offered for the original order.

Closther is not required to refund additional costs resulting from the customer choosing a more expensive original delivery method.

The customer may be responsible for any reduction in the value of the goods resulting from handling beyond what was necessary to establish their nature, characteristics and functioning.

The legal right of withdrawal does not apply to products covered by a lawful statutory exception.

29. United Kingdom customers

Customers in the United Kingdom may benefit from statutory cancellation, refund and product-quality rights under applicable UK consumer law.

Nothing in this policy excludes or limits those mandatory rights.

Where this policy provides more favourable rights, including the voluntary 30-day return period or reimbursement of reasonable standard tracked return costs, those additional rights will apply subject to the conditions stated above.

30. Customers in other countries

Customers outside the European Union, European Economic Area and United Kingdom may have additional consumer rights under the laws of their state, province or country.

Nothing in this policy excludes any right that cannot legally be excluded.

Where no mandatory local rule applies, returns are governed by Closther’s voluntary 30-day return policy and the conditions stated in this document.

31. Model withdrawal form

Complete and send this form only if you wish to withdraw from your purchase and cannot use the Return Portal.

To: Closther
Email: support@closther.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

Order number:

Product or products:

Ordered on:

Received on:

Customer’s full name:

Customer’s address:

Customer’s email address:

Signature, only if submitted on paper:

Date:

Use of this form is not mandatory where another clear statement is legally sufficient.

32. Portal technical problems

If you cannot access the Return Portal because of a technical problem:

1. Take a screenshot showing the error;

2. Contact support@closther.com;

3. Include your order number;

4. Include the email address used for the order;

5. Explain which items you wish to return;

6. Attach the screenshot of the portal error.

A genuine technical issue with the portal will not remove any mandatory right that the customer exercised within the applicable legal deadline.

33. Customer support

For return requests, always begin with the Return Portal:

START A RETURN

For technical problems or additional assistance, contact:

Closther Customer Service
Email: support@closther.com

Customer service response times may vary during weekends, public holidays and periods of high demand.

34. Changes to this policy

Closther may update this Refund and Return Policy from time to time.

The policy applicable to an order will generally be the version available when the order was placed, together with any mandatory consumer rights that apply.

Any changes will be published on this page with an updated revision date.

Changes to this policy do not remove mandatory consumer rights or retrospectively reduce rights that already applied to an order.