Return Policy

Return Policy | Clothespark

Thank you for choosing Clothespark. We are always committed to providing you with quality products and a reassuring shopping experience. However, we also understand that when shopping for clothing online, you may occasionally encounter issues such as sizing mismatches, discrepancies between the actual item and your expectations, or unexpected damage during transit. To address these situations, we have established a clear, fair, and easy-to-follow return policy to protect your legitimate rights and interests.

Please read this policy in full before initiating a return. Once you submit a return request in accordance with the procedures set forth in this policy, you are deemed to have fully understood and accepted all terms of this policy.

I. Scope of Application

This return policy applies to all products purchased through the Clothespark official website (www.clothespark.com). All sales and after-sales matters are handled entirely by HONGKONG KATE LIMITED. By placing an order on our website, you establish a transaction relationship with HONGKONG KATE LIMITED, and this policy forms an integral part of the terms of that transaction.

II. Return and Exchange Conditions

We accept return or exchange requests only when all of the following conditions are met:

1. Time Requirements

• You must submit your return or exchange request via our official email within 14 calendar days from the date of delivery (as evidenced by the tracking status). Requests submitted after this period will not be accepted.

• After your request is approved, you must ship the item(s) back within 7 calendar days of receiving your Return Merchandise Authorization (RMA) and provide a valid tracking number.

2. Item Condition Requirements

• Returned items must be unworn, unwashed, unaltered, and in brand-new condition.

• All original tags, labels, packaging bags, and accessories (if any) must remain intact, attached, and undamaged—neither removed nor replaced.

• Items must not bear any odours (e.g., perfume, smoke, body odour, detergent, etc.), stains, damage, pilling, or any other condition that would affect resale.

• For bodysuits, sleepwear, and other intimate apparel, we conduct strict inspections upon return due to hygiene considerations. If any trace affecting hygiene or resale is found, the return will be rejected and the item(s) will be sent back to you at your own shipping cost.

3. Non-Quality-Related Returns or Exchanges (e.g., incorrect size, personal preference)

• For returns or exchanges initiated due to personal reasons (such as wrong size selection, colour preference, or minor colour variation between the product and website images), round-trip shipping costs shall be borne by you.

• Please note that due to differences in display device settings, slight colour variations between the actual product and website images are normal and do not constitute a quality defect.

4. Quality-Related Returns or Exchanges (e.g., fabric defects, seam tears, zipper malfunctions)

• If you receive an item with non-human-induced manufacturing defects or quality flaws, please attach clear photos or short video clips of the defective area(s) in your email. Upon verification, we will cover the round-trip shipping costs for the return or exchange.

• The following situations are not considered quality defects and will not be accepted for return or exchange:

  • Minor creases or folds caused by shipping (which can be restored by ironing);

  • Natural fabric textures, yarn joints, or other appearance characteristics that comply with industry standards;

  • Damage caused by improper use;

  • Craftsmanship features or design details that were clearly stated in the product description (e.g., distressed finishes, irregular cuts, etc.).

5. Non-Returnable Items

• The following categories or circumstances are not eligible for return or exchange:

  • Custom-made, special-order, or items explicitly marked as "non-returnable";

  • Items that have been worn, washed, altered, or had their tags removed;

  • Items bearing odours caused by personal body scent, perfume, cosmetic residue, or similar;

  • Items purchased from unofficial channels other than Clothespark.

III. Return Process Guide

Please follow the steps below carefully to ensure that your return request is processed smoothly:

Step 1: Submit a Return Request

• Send your return request email to our official email address: ssad41885@gmail.com.

• Use the following subject line format: [Return Request] + Your Order Number (e.g., Return Request #CS10001).

• In the body of the email, clearly provide the following information:

  • Order number;

  • Purchaser's full name and contact phone number (+85263052773 is for contact purposes only; return requests must be submitted via email);

  • Product name(s) and quantity to be returned;

  • Reason for return (please be as detailed as possible, e.g., "runs too large" or "stitching defect on the left sleeve");

  • For quality-related issues, please be sure to attach clear photos or short video clips as evidence.

Step 2: Obtain Return Authorization (RMA)

• Our after-sales team will review your request within 1–2 business days of receiving your email.

• Upon approval, we will send you a "Return Authorization Notification" email containing:

  • An RMA (Return Merchandise Authorization) number;

  • The return shipping address (the warehouse receiving address of HONGKONG KATE LIMITED, as detailed in the email);

  • Return precautions and packaging recommendations.

• Please note: Items sent back without our prior written authorization will not be accepted, and we assume no responsibility for their safekeeping or return.

Step 3: Pack and Ship the Item(s) Back

• Pack the item(s) along with all original tags, labels, and accessories securely in the original packaging or equivalent sturdy packaging to prevent compression, contamination, or damage during transit.

• Clearly mark your RMA number on the outside of the package for warehouse identification.

• You may use any reliable courier service to ship the item(s) back. We strongly recommend using a trackable shipping service and retaining your shipping receipt, as the risk of loss and any associated liability shall be borne by the sender.

• The return address shall be the one provided in our email notification. If you misplace the email, you may request it again via ssad41885@gmail.com. Please do not ship returns directly to the company registration address listed on this page (that is our registered office address and does not accept return parcels directly).

Step 4: Warehouse Inspection and Review

• Upon receipt of your return package, our warehouse team will inspect the item(s) individually within 3–5 business days.

• The inspection will be conducted in accordance with the "Return and Exchange Conditions" set forth in Section II of this policy. If the item(s) meet the return criteria, we will proceed with the refund or exchange. If not, we will communicate with you via email and return the item(s) to you at your own shipping cost.

Step 5: Refund or Exchange Processing

• Refund: Once the inspection is passed, we will process the refund via your original payment method. The refund amount will be the actual price paid for the item(s) (excluding any shipping fees you paid on the original order). The refund will be credited back to your payment account within 5–7 business days after approval. The exact arrival time depends on the processing cycle of your issuing bank or payment platform; we kindly ask for your patience.

• Exchange: If you applied for an exchange (e.g., for a different size or colour), we will dispatch the replacement item(s) within 3–5 business days after the inspection is passed. Exchanges are limited to the same style in a different size or colour; switching to a different style is not permitted. If the requested replacement is out of stock, we will proactively contact you to arrange a refund or discuss alternative solutions.

IV. Important Additional Notes

On Shipping Costs:

• For quality-related returns: We will cover the return shipping cost (subject to valid shipping receipts with reasonable amounts) as well as the reshipping cost for exchanges.

• For personal reason returns: Round-trip shipping costs shall be borne by you. The original shipping fee paid in your order is non-refundable.

• If a package is returned to us due to an incorrect address, refusal of delivery, or failure to sign for receipt, the reshipping cost shall be borne by you.

On Refund Amounts:

• Refunds will be based on the actual amount you paid for the item(s). Any discounts (non-membership-based or promotional) already applied at the time of payment will not be refunded in cash.

• If a return reduces the order total below a threshold for a promotional offer, that offer may be adjusted accordingly, as specified in our email notification.

On Return Deadlines:

• If you fail to ship the item(s) within 7 calendar days of receiving your RMA, and have not communicated with us regarding an extension, the RMA will automatically expire. You will need to submit a new request, and we reserve the right to decline re-approval.

On Item Inspection:

• We recommend that you inspect the package for obvious damage upon delivery. If the outer packaging is severely damaged, we suggest refusing acceptance at the doorstep, reporting it to the courier, and notifying us as soon as possible.

Special Note on Exchanges:

• Exchange service is provided only when stock is sufficient. If the requested size or colour is temporarily out of stock, we will proactively contact you to arrange a full refund or recommend alternatives.

V. Our Commitment

Clothespark operates on the principles of fairness and transparency in handling every after-sales request. We understand that returns can be a cumbersome process, but we hope that this clear policy provides you with added peace of mind and fewer concerns when shopping with us. Our after-sales team takes every email and every returned item seriously, and we strive to provide you with efficient and responsible solutions.

If you still have questions after reading this policy, or encounter any difficulties during the return process, please feel free to email us at ssad41885@gmail.com. We will provide you with detailed responses during business hours. Please understand that, as we do not offer live online chat, email is our sole officially recognised after-sales communication channel. This helps us fully document your requests and ensure that all handling is properly recorded.

Thank you for your trust and support in Clothespark. We will continue to dedicate ourselves to improving product quality and service standards, bringing you an even better shopping experience.