Customer Policy

Return & Replacement Policy

Closest accepts return or replacement requests for eligible items that are delivered damaged, defective, or different from what was ordered.

Last updated: 24 August 2026

1. When is a return or replacement eligible?

A request may be considered when a delivered item is:

damaged when received;
defective;
the wrong product or variant compared with the order.

Requests are reviewed by Closest before approval.

2. What is not eligible?

We do not accept general returns for a change of mind, personal preference, or an unwanted item when the correct product was delivered without damage or defect.

3. How to request a return or replacement

Sign in to your Closest account.
Open Customer Support and select the delivered order/item.
Choose Return or Replacement.
Explain the issue and upload the required product photo(s).
Submit the request for review.

Photo evidence is required. Return and replacement requests in the Closest support system require at least one product photo.

Customer Support My Orders

4. Approval and pickup

Submitting a request does not automatically confirm a return or replacement. Closest reviews the request and may approve or reject it based on the order details and evidence provided.

For an approved return, pickup may be arranged through the Closest fulfilment flow. Where applicable, the pickup may use the order verification/OTP or scan process.

5. Replacements

For eligible damaged, defective, or wrong items, Closest may approve a replacement. Replacement is subject to approval and product availability.

6. Refunds

If a refund is approved for an eligible case, the customer will be informed through the Closest support process. Any applicable refund will be handled according to the approved case and the original order/payment details.

7. Return request window

Customers should report an eligible damaged, defective, or wrong item promptly after delivery. The exact return window shown in Google Merchant Center and on Closest must be kept consistent with this policy.

Before completing Merchant Center setup, set one exact return period (for example, the number of days after delivery) and keep the same period on this page and in Merchant Center.

8. Contact

For an order-related return, replacement, refund, damaged item, wrong item, or product complaint, please use the Customer Support section in your Closest account so the request remains linked to the relevant order.