🔄 Refund & Return Policy

💝 Our Guarantee

At Edith & Edna Closet, your satisfaction is our top priority. We stand behind the quality of our products and want you to love everything you purchase from us. If for any reason you're not completely satisfied, we're here to help.

✅ Eligibility Criteria

To be eligible for a return or refund, the following conditions must be met:

Items that CAN be returned:

• Defective items - Manufacturing defects, broken zippers, loose seams, etc.
• Wrong item sent - If you received a different product than what you ordered
• Size issues - If the item doesn't fit as expected (for unworn items only)
• Damaged during shipping - Items damaged during transit (must be reported within 48 hours)

Items that CANNOT be returned:

• Intimate apparel - Underwear, lingerie, shapewear, and swimwear (for hygiene reasons)
• Items worn, washed, or altered - Products that show signs of use
• Items without original tags - All tags and packaging must be intact
• Sale/Clearance items - Discounted items (50% off or more) are final sale
• Accessories - Watches, bags, and accessories are final sale unless defective
• Customized items - Products made to order or personalized

📋 Return Process

Follow these simple steps to return your item:

Detailed Steps:

1. Initiate Return: Contact us via WhatsApp at (+233) 540556040 or email [email protected] with:
   • Your order number
   • Product name and quantity
   • Reason for return (including photos/videos if defective)
   • Preferred resolution (refund, exchange, or store credit)
2. Return Authorization: We'll respond within 24-48 hours with a Return Authorization (RA) number and return address.
3. Prepare Package:
   • Include all original packaging, tags, and accessories
   • Write the RA number clearly on the outside of the package
   • Pack items securely to prevent damage during return shipping
4. Ship Return:
   • For defective/wrong items: We'll cover return shipping costs
   • For size/exchange returns: Customer pays return shipping (25-40 GHS depending on location)
5. Inspection: Once received, we'll inspect the item within 3-5 business days.
6. Resolution: After approval, we'll process your refund or exchange.

💰 Refund Options & Timeline

🔄 Exchanges

We offer free size exchanges for defective or wrong items. For size exchanges (customer ordered the wrong size):

• Exchange Process: Return the original item (customer pays return shipping), we'll ship the new size at no additional shipping cost
• Stock Availability: If the desired size/color is unavailable, we'll offer store credit or a refund
• Multiple Exchanges: Only one free exchange per order. Additional exchanges require shipping fees

📱 Mobile Money & Cash on Delivery Refunds

For Mobile Money Payments:

• Refunds are sent to the original mobile money number used for payment
• Processing time: 24-48 hours after return approval
• You'll receive an SMS confirmation when the refund is sent

For Cash on Delivery:

• Refunds are processed via mobile money or bank transfer
• Provide accurate mobile money or bank details when requesting a refund
• Processing time: 3-5 business days

⏰ Late or Missing Refunds

If you haven't received your refund after 10 business days:

1. Check your mobile money transaction history
2. Contact your bank/network provider (for bank transfers)
3. Contact us with your return tracking number and RA number

We will investigate and resolve within 48 hours.

📸 Proof of Defects

For defective or damaged items, please provide clear evidence:

• Photos: At least 3 clear photos showing the defect from different angles
• Video: Short video (max 30 seconds) showing the issue
• Packaging photos: Photos of the shipping package showing damage (if applicable)

This helps us process your claim faster and improve our quality control.

🚫 Non-Returnable Items (Detailed)

The following items are final sale and cannot be returned or exchanged:

• Underwear, lingerie, bras, panties (hygiene reasons)
• Shapewear, body shapers, corsets
• Swimwear and bikinis (if hygiene seal is broken)
• Clearance items (50% off or more)
• Holiday/Seasonal collections (e.g., Valentine's, Christmas)
• Watches with removed links or adjusted bands
• Custom-made or personalized items
• Gift cards and store credits

📦 Return Shipping Address

Important: Please include your Return Authorization (RA) number on the package. Packages without RA numbers may experience processing delays.

❓ Frequently Asked Questions

Q: Can I return an item I bought as a gift?

A: Yes, gift returns are accepted. The refund will be issued as store credit to the gift recipient, or to the original purchaser if preferred.

Q: How long do I have to return an item?

A: You have 7 days from the delivery date to initiate a return. Returns initiated more than 7 days after purchase will be declined.

Q: What if my item gets lost during return shipping?

A: We recommend using trackable shipping services. We are not responsible for items lost during return transit.

Q: Can I return an item I bought on sale?

A: Items discounted less than 50% are eligible for store credit only. Items 50% off or more are final sale.

Q: How do I return an item from a remote location?

A: Contact us, and we'll arrange pickup through our courier partners (additional fees may apply for remote areas).

🛡️ Chargebacks & Disputes

If you believe a refund is owed, please contact us directly before filing a chargeback. We're committed to resolving all issues fairly. Unresolved chargebacks may result in your account being blocked from future purchases.