Refund policy

Last updated: 3 September 2026

We want every CLMADE order to be considered carefully and described as clearly as possible. This Return and Refund Policy explains how cancellations, returns, damaged or incorrect items and refunds are handled.

This policy does not limit any mandatory consumer rights available under the laws that apply in the customer’s country or region.

Requesting a Return

For an eligible purchase, you may submit a return request within 14 days after the last item in your order has been delivered.

Submit your request through your CLMADE customer account. If you cannot access your account, contact us through the Contact CLMADE page or WhatsApp.

Please provide:

• your order number;
• the name and email address used for the order;
• the item you wish to return;
• the reason for the request; and
• clear photographs if the item is damaged, faulty, incorrect or incomplete.

For a change-of-mind return, the item must be unused and unworn, except for handling reasonably necessary to inspect it. It should include its original components, accessories and packaging wherever reasonably possible. Any applicable hygiene or tamper-evident seal must remain intact unless opening it was reasonably necessary to inspect the item or applicable law provides otherwise.

Do not send an item back until CLMADE has reviewed the request and provided the approved return address and instructions. The registered business address is not automatically the return address.

After approval, return the item without undue delay and, where applicable, no later than 14 days after submitting your return notice. We recommend using a tracked shipping service and retaining proof of postage.

Change-of-Mind Returns

Eligible consumers may request a change-of-mind return within 14 days after the last item in the order has been delivered, where this right is provided by applicable law.

You may inspect an item only to the extent reasonably necessary to establish its nature, characteristics and function, as you would in a physical shop. Returned items should be unused and unworn, except for such reasonable inspection, and should include their original components, accessories and packaging wherever reasonably possible.

CLMADE may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the item, where permitted by applicable law.

For hygiene reasons, earrings supplied in sealed or tamper-evident packaging may not be eligible for a change-of-mind return after the seal has been broken, but only where this restriction is permitted by applicable law and was clearly disclosed before purchase. This restriction does not apply when an item is damaged, faulty, incorrect, incomplete or otherwise covered by mandatory consumer rights.

After CLMADE approves the request and provides return instructions, the customer should send the item back without undue delay and, where applicable, no later than 14 days after notifying CLMADE of the return.

Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for arranging and paying for tracked return shipping, including postage, packaging, insurance and any return-related clearance charges, unless applicable law requires otherwise or CLMADE agrees in writing to cover those costs.

If an item is confirmed to be damaged, faulty, incorrect or incomplete, CLMADE will provide an appropriate remedy and, where a return is required, will cover the reasonable return-shipping cost or provide return instructions.

Please do not send an item back without receiving return instructions from CLMADE. We are not responsible for items returned without authorisation or sent to an incorrect address.

Damaged, Faulty, Incorrect or Incomplete Orders

Please inspect your order promptly after delivery. Contact us as soon as reasonably possible if an item is damaged, faulty, materially different from its product description, incorrect or missing a component.

Depending on the circumstances and applicable law, the available resolution may include replacement components, repair, replacement, a partial refund, a full refund or another appropriate remedy.

Do not dispose of the item or its packaging until CLMADE has reviewed the request and provided instructions.

Where the item is confirmed to be damaged, faulty, incorrect or incomplete, CLMADE will cover the reasonable return-shipping cost or provide an appropriate prepaid return method, unless another resolution is agreed with the customer.

Handmade Variation

Many CLMADE pieces involve hand shaping, assembly, textile placement or finishing. Small variations in form, dimensions, colour placement, texture or assembly may occur between individual pieces.

These natural variations are part of the character of handmade production and are not automatically considered faults. This does not affect your rights if an item is damaged, defective or materially different from the design or description you ordered.

Items That Might Not Be Eligible for Change-of-Mind Return

Subject to applicable law, change-of-mind return rights may not apply to:

• goods made to the customer’s specifications or clearly personalised;
• sealed goods that are not suitable for return for health or hygiene reasons after the seal has been broken, where this exception is legally applicable and was clearly disclosed before purchase;
• goods that have become inseparably mixed with other items after delivery;
• gift cards or digital products where applicable law permits them to be excluded; and
• other goods expressly excluded from a statutory cancellation or withdrawal right under applicable law.

An item is not automatically excluded merely because it is handmade or because minor handcrafted variations are present.

Opened, mixed, cut, assembled or otherwise used DIY craft-kit materials are not automatically treated as defective. Where permitted by law, CLMADE may reduce a change-of-mind refund to reflect any loss in value caused by handling or use beyond what was reasonably necessary to inspect the kit.

These exclusions do not apply when an item is damaged, faulty, incorrect, incomplete or materially different from its product description. Mandatory consumer rights remain unaffected.

DIY Craft Kits

Eligible DIY craft kits are subject to the same return-request period described in this policy.

For a change-of-mind return, the kit should contain all materials, components, tools, printed instructions and accessories originally supplied. Items should remain unused and unassembled, except for handling reasonably necessary to inspect the contents.

Opening the outer shipping package does not by itself make a kit ineligible for return. However, cutting, gluing, sewing, threading, bending, painting, mixing, permanently attaching or otherwise using the supplied materials may reduce the value of the kit. Where permitted by applicable law, CLMADE may reduce the refund to reflect that loss in value.

If a kit arrives damaged, incorrect or missing a component, please contact CLMADE before beginning the project. Provide the order number, a description of the issue and clear photographs of the kit, its contents, packaging and shipping label.

Keep all materials and packaging until CLMADE has reviewed the request. Depending on the circumstances, CLMADE may provide a missing or replacement component, a replacement kit, a partial refund, a full refund or another appropriate remedy.

Minor differences in colour, texture, shape or dimensions that arise naturally from handmade or natural materials are not automatically considered defects, provided that the kit remains materially consistent with its product description.

Refund Without Return

In some cases, CLMADE may decide that an item does not need to be returned before a refund, replacement or other remedy is provided. This decision is made by CLMADE on a case-by-case basis after reviewing the order details, supporting photographs and any other relevant information.

A refund without return is not automatic and should not be assumed unless CLMADE confirms it in writing.

Do not discard, donate, repair, alter or otherwise dispose of the item or its packaging until CLMADE has completed its review and provided written instructions. CLMADE may require additional photographs, video or other reasonable evidence before deciding the appropriate resolution.

If CLMADE confirms that no return is required, follow the disposal, recycling or retention instructions provided. Nothing in this section limits any mandatory consumer right or remedy under applicable law.

Order Cancellation

You may request cancellation through your CLMADE customer account or by contacting CLMADE while the order remains unfulfilled.

A cancellation request is not final until CLMADE confirms it in writing. If an order has already been fulfilled or handed to the shipping provider, it can no longer be cancelled through this process. Where applicable, the customer may instead use the relevant return or statutory withdrawal procedure after delivery.

For goods made to order or clearly personalised for the customer, cancellation or withdrawal rights may be limited once the order has been accepted or production has begun, to the extent permitted by applicable law and disclosed before purchase. This does not affect the customer’s rights if an item is damaged, faulty, incorrect or materially different from its description.

If cancellation is approved before fulfilment, the amount paid for the cancelled item and any applicable delivery charge will be refunded to the original payment method. The time required for the refund to appear depends on the payment provider and financial institution.

Nothing in this section limits any mandatory cancellation, withdrawal or consumer rights available under applicable law.

Refunds

Once a returned item and any requested supporting information have been received and reviewed, CLMADE will notify you whether the refund has been approved or whether further information is required.

Approved refunds will be issued to the original payment method. CLMADE cannot normally redirect a refund to another card, account or payment method. After CLMADE submits the refund, the time required for it to appear depends on the payment provider and financial institution.

Where applicable law sets a refund deadline, CLMADE will process the refund without undue delay and within that statutory period. For an eligible EU or UK withdrawal, CLMADE may withhold the refund until the returned goods are received or the customer provides evidence that they have been sent back, whichever occurs first.

Where required by law, an eligible withdrawal refund will include the price paid for the returned goods and the cost of the least expensive standard delivery option offered for the order. Any additional amount paid for express, upgraded or other more expensive delivery may not be refundable.

Return-postage costs, import duties, taxes, customs charges and carrier fees are handled as described in the relevant sections of this policy and are refundable only where required by applicable law or expressly agreed by CLMADE in writing.

CLMADE will not replace a refund to the original payment method with store credit unless the customer expressly agrees or applicable law permits it.

Import Duties and Taxes

Free DHL Express Shipping on Every Order · Duties & Taxes Included

Every order to a destination available at checkout includes free DHL Express shipping. CLMADE covers applicable import duties, import taxes and ordinary customs-clearance charges. No minimum order quantity or order value is required.

If a carrier or customs authority requests an unexpected import payment, please contact CLMADE before making the payment. Include your order number and a copy or screenshot of the payment request so that we can investigate and provide instructions.

For an approved change-of-mind return, the customer is responsible for return shipping and any return-related export, import or clearance charges, unless applicable law requires otherwise or CLMADE agrees in writing to cover them.

If an item is confirmed to be damaged, faulty, incorrect or incomplete, CLMADE will cover reasonable return-related shipping and clearance costs when a return is required.

Approved refunds will be calculated and issued in accordance with this policy and applicable consumer law. Import duties and taxes paid by CLMADE for the original delivery are not charged separately to the customer. Nothing in this section limits any mandatory refund or consumer right required by applicable law.

Exchanges

Direct exchanges are not guaranteed, particularly for handmade, limited-stock, made-to-order, or internationally shipped items.

If you would like a different design or variant, please contact CLMADE before returning the original item. If a direct exchange is unavailable, the most reliable process is to complete an approved return for the eligible item and place a separate order for the preferred item.

Damaged, faulty, incorrect or incomplete items are handled under the relevant section of this policy and may qualify for repair, replacement, replacement components or another appropriate remedy.

Do not send an item back until CLMADE has confirmed the return instructions in writing. This section does not limit any mandatory consumer rights available under applicable law.

Refused or Unclaimed Deliveries

Customers are responsible for providing a complete and accurate delivery address, monitoring tracking information and making reasonable arrangements to receive or collect the parcel.

Refusing delivery, failing to collect a parcel or failing to respond to the carrier does not automatically cancel the order or create an immediate right to a refund.

If a carrier requests an unexpected payment for import duties, taxes or customs charges that you believe should be covered by CLMADE, please contact CLMADE promptly before refusing the parcel. We will investigate the charge and provide instructions.

Any refund will be assessed only after the parcel has been returned to CLMADE or another location authorised by CLMADE and its condition has been reviewed. Where permitted by applicable law, the refund may be reduced by actual, non-recoverable costs resulting from the refusal or failure to collect, including return shipping, storage, address correction, redelivery, customs or carrier charges.

These deductions will not apply where the delivery failure was caused by CLMADE, the goods were faulty or incorrect, or applicable law requires a different remedy.

Mandatory consumer rights remain unaffected.

Wholesale and Business Orders

Orders placed primarily for resale, trade, organisational, institutional, corporate, event or other business purposes are treated as business orders rather than consumer purchases.

Statutory consumer change-of-mind or withdrawal rights may not apply to business orders. Where CLMADE provides a quotation, pro forma invoice, purchase agreement or other written terms for a business order, those specific terms will take priority over this general policy.

Business customers should inspect delivered goods promptly and report any damaged, incorrect, incomplete or materially non-conforming items without undue delay. Natural variations arising from handmade production are not automatically considered defects.

Cancellation, return or refund requests for business orders require written approval from CLMADE. When reviewing a request, CLMADE may take into account production already completed, specially sourced materials, personalisation, packaging, shipping, customs and other committed costs, subject to the written agreement and applicable law.

Nothing in this section limits any remedy that cannot legally be excluded or any rights expressly agreed in writing by CLMADE.

Contact and Legal Identity

CLMADE is operated by 新疆安博阳光新能源科技有限公司, a limited liability company registered in the People’s Republic of China.

Legal company name:
新疆安博阳光新能源科技有限公司

Legal form:
Limited liability company registered in the People’s Republic of China.

Registered business address:
Room 1204, Xinhua Bookstore Book City Complex, No. 986 Penghu Road, High-Speed Railway Area, Urumqi Economic and Technological Development Zone, Urumqi, Xinjiang 830001, China

Trading name:
CLMADE

Email:
hello@clmade.com

Website:
https://www.clmade.com

Contact page:
https://clmade.com/pages/contact

Please do not send returns to the registered business address unless CLMADE has expressly confirmed that address in the written return instructions. Unauthorised returns may be refused or may result in additional handling and forwarding costs.