Exchange & Refund Policy

Exchange & Refund Policy – CLADEX

Last Updated: 1/12/2025

At CLADEX, we want you to feel confident and satisfied with your purchase.
If you are not fully happy with your order, our return and refund guidelines below will assist you.

1. Eligibility for Returns

We accept returns for:

  • Wrong item received

  • Defective or damaged products

  • Incorrect size

To be eligible:

  • Item must be unworn, unwashed, and unused

  • Tags, labels, and original packaging must be intact

  • Request must be made within 7 days of receiving the item

Items that do not meet these conditions may be rejected.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Items that have been worn or washed

  • Items with stains, scents, or signs of use

  • Customized or embroidered items

  • Clearance or final sale items

3. Return Process

Step 1: Submit a Request

Email us at cladex.medscrub@gmail.com with:

  • Order number

  • Reason for return

  • Photos (if item is defective or incorrect)

Step 2: Return Approval

Once your request is reviewed, we will notify you if it is approved.
Approved returns will receive instructions and a return address.

Step 3: Shipping the Item Back

  • Customers are responsible for return shipping unless the product is defective or we delivered the wrong item.

  • We recommend using a trackable courier service.

  • CLADEX is not responsible for lost return parcels.

4. Refunds

Refunds are provided only for defective or wrongly sent items.
Once we receive and inspect your returned item:

  • Approved refunds will be processed to your provided payment method.

  • Refund processing may take 5–10 working days depending on your bank/payment provider.

Shipping fees are non-refundable.

5. Exchanges (Size or Colour)

We allow one-time exchange for sizing issues, subject to stock availability.
Exchanges are not guaranteed if the requested size or color runs out.

Exchange conditions:

  • Customer covers return shipping cost

  • We will ship the replacement item once we receive the returned item

  • Exchanges must follow the same eligibility rules as returns

6. Damaged or Defective Items

If you receive a defective, damaged, or incorrect product:

  • Contact us within 48 hours

  • Provide photos/videos showing the issue

  • We will replace the item or offer a refund, depending on stock availability

7. Order Cancellation

Orders can only be cancelled before they are processed.
Once fulfilled or shipped, cancellations are not allowed.

8. Contact Us

For all return or refund requests, please contact:
Email: cladex.medscrub@gmail.com