Last updated: September 4, 2025
This policy explains how returns, refunds, exchanges, cancellations, and “item not received” (INR) claims work on chalkcloset.com (“chalkcloset,” “we,” “our,” “us”). It applies to all listings and orders and supplements our Terms of Use, Seller/Vendor Policy, Prohibited Items, Child Safety, and DMCA Policy.
chalkcloset is a venue where independent sellers list items and buyers purchase them. Unless we state otherwise, contracts are between the buyer and the seller, and this policy sets baseline rules every seller must honor. Sellers may offer more generous policies in their listings but not stricter ones.
1) Eligibility & Time Windows
1.1 Report issues promptly
- Not as described / wrong item / missing parts: Report within 7 days of carrier-confirmed delivery.
- Damaged in transit: Report within 3 days of delivery and keep packaging for carrier inspection.
- Buyer’s remorse / doesn’t fit / changed mind: Only if the listing states “returns accepted for remorse/fit.” If allowed, buyer must request within 7 days of delivery.
1.2 Exchange
Exchanges are treated as a return + separate new purchase unless the listing explicitly offers direct exchanges.
1.3 Local handoff/pickup
For in-person exchanges (discouraged), issues must be reported within 24 hours with photos. We strongly recommend shipping with tracking.
2) Condition Requirements for Returns
Returned items must be in the same condition received: clean, unworn beyond try-on, unaltered, free of new stains/odors/pet hair, and with any included accessories/tags.
- Hygiene note: Used undergarments cannot be listed or returned (they’re prohibited).
- If an item is returned in a materially different condition, the seller may offer a partial refund or deny the refund with photo evidence (see Section 6.4).
3) Who Pays Return Shipping? (Quick Guide)
| Scenario | Return Shipping | Notes |
|---|---|---|
| Not as described, wrong item, missing parts | Seller pays | Seller provides a prepaid, trackable label. |
| Damaged in transit | Seller pays (then files carrier claim) | Buyer must keep packaging/photos and comply with carrier steps. |
| Buyer’s remorse / doesn’t fit (if allowed) | Buyer pays | Refund excludes original shipping unless the seller’s listing says otherwise. |
| Undeliverable due to buyer address error | Buyer pays (or forfeits shipping) | If returned to seller, refund may exclude both ways shipping. |
| Refused delivery | Treated as remorse (if returns allowed) | Refund processed on return receipt per Section 6. |
| Local pickup (no shipping) | n/a | Only “not as described” within 24h is eligible. |
All returns must use a trackable method.
4) How to Start a Return or Report an Issue
- Go to your Order page → click “Get help” (or contact the seller).
- Include photos showing the issue (full item, close-ups, packaging, label/tracking, and any defects).
- Wait for the seller’s response (they must reply within 2 business days).
- If unresolved after messaging, email [email protected] with the order number, URLs, and evidence. We may make a good-faith administrative decision based on the record.
5) Cancellations
- Before shipment: Either party may request cancellation; seller must confirm. Frequent seller-initiated cancellations may lead to limits (see Seller Policy).
- After shipment: Treated as a return (follow Section 4).
- Out-of-stock/errors: Seller must cancel and issue a full refund promptly.
6) Refunds & Timing
6.1 When refunds are issued
- For returns, the seller issues the refund within 2 business days of receiving the item back in acceptable condition.
- For cancellations before shipment, refund is issued upon cancellation.
- For clear “not as described/wrong item” where return is impractical, the seller may offer a partial refund or full refund without return (case-by-case).
6.2 How refunds are paid
Refunds go to the original payment method. Your bank/processor may take 5–10 business days to post the funds.
6.3 Original shipping
- Refunded for seller fault (not as described, wrong item, transit damage tied to inadequate packaging).
- Not refunded for remorse/fit unless the listing explicitly allows it.
6.4 Partial refunds
If the returned item arrives with new damage/soil/odor or missing accessories, the seller may propose a partial refund with photos. If you disagree, email [email protected]; we may decide based on evidence.
7) Item Not Received (INR)
If tracking shows no delivery:
- Buyer should contact the seller after 7 calendar days with no movement (domestic).
- Seller must open a carrier trace/claim and keep buyer updated.
- If the package is confirmed lost, the seller must refund or replace (if available).
- If tracking shows delivered but you didn’t receive it, check with your household, neighbors, or local post office. Theft after delivery is outside the seller’s control; remedies are discretionary.
8) Evidence We May Request
- Photos of the item, defects, packaging, and shipping label.
- Unboxing video (optional but helpful).
- Carrier case/claim numbers and correspondence.
- Message thread excerpts showing commitments or disclosures.
Lack of timely evidence may affect the outcome.
9) Abuse, Counterfeits & Safety
- Submitting false claims, returning different items, or wearing/using items then returning them is prohibited and may lead to account limits or bans.
- Counterfeits are zero-tolerance. Buyers who receive suspected counterfeit goods should report immediately; sellers must cooperate.
- Child safety overrides: content/transactions that risk a child’s safety will be removed and may be reported to authorities.
10) Disputes & Our Role
We aim to help parties resolve issues based on this policy and evidence provided. Where needed, we may: remove or restore listings, place payout holds, issue refunds, or make a final administrative decision. Our decisions may consider user histories (e.g., repeated INR/SNAD patterns).
11) International Orders (if available)
Unless a listing clearly allows it, shipments are U.S. only. For any international order, customs duties/taxes are the buyer’s responsibility. Time windows may be extended for transit time, but all other rules apply.
12) Changes to This Policy
We may update this page. The “Last updated” date shows the latest version. Material changes may be announced on-site.
13) Contact
Questions about a return or refund?
[email protected]