Refund policy
Last updated: 15 June 2026
At CLOUZE, we want you to be satisfied with your order. If something is not right, please read the policy below before requesting a return.
30-Day Return Policy
We have a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be:
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In the same condition that you received it
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Unworn, unused, and unwashed
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Free from stains, odours, makeup marks, deodorant marks, pet hair, or damage
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With original tags attached
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In its original packaging where possible
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Accompanied by a receipt or proof of purchase
CLOUZE reserves the right to refuse returns that do not meet these conditions.
How to Start a Return
To request a return, please contact us at:
Please include:
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Your order number
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Your full name
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The item(s) you want to return
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The reason for the return
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Photos, if the item is damaged, defective, or incorrect
If your return request is accepted, we will send you instructions on how and where to send your package.
Returns must be sent to:
CLOUZE Returns
143, 1st Lane,
Seeduwa Village,
Seeduwa,
Sri Lanka
Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item received was damaged, defective, or incorrect.
We recommend using a trackable courier or delivery service. CLOUZE is not responsible for return packages that are lost, delayed, or damaged in transit.
Original shipping fees are non-refundable unless the return is due to a CLOUZE error, damaged item, defective item, or wrong item being sent.
Damaged, Defective, or Wrong Items
Please inspect your order as soon as you receive it.
If your item is damaged, defective, or incorrect, contact us immediately at:
Please include your order number and clear photos of the issue so we can review it and make it right.
If the issue is confirmed, CLOUZE may offer a replacement, exchange, refund, or another suitable solution depending on the situation and product availability.
Non-Returnable Items
The following items cannot be returned:
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Items marked as final sale or clearance
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Gift cards, if offered
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Custom, personalized, or made-to-order items
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Items that have been worn, used, washed, altered, or damaged after delivery
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Items returned without original tags
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Items that do not meet our return condition requirements
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
Exchanges are subject to stock availability.
The fastest way to get the item you want is to request a return for the item you have. Once your return is accepted, you may place a new order for the replacement item.
For size-related exchanges, please contact us at support@clouzeofficial.com with your order number and the size you would like to exchange for.
European Union 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.
Returned items must still be in the same condition that you received them: unworn, unused, unwashed, with tags attached, in the original packaging where possible, and with proof of purchase.
This section applies only to orders shipped into the European Union.
Refunds
Once we receive your returned item, we will inspect it and notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method where possible within 10 business days.
Please note that banks, card providers, and payment processors may take additional time to process and post the refund.
For orders paid by bank transfer, cash on delivery, or another manual payment method, we may request your bank details to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Contact Us
For any return or refund questions, contact us at: