Returns and Refunds Policy
1. Return request. Eligible products may be returned if the customer notifies CLARK within 14 calendar days of receiving the order. The request must be sent to support@clarkshopcol.com with the order number, purchase email, product and reason.
2. Time to dispatch the return. After receiving CLARK’s authorisation and instructions, the customer must hand the package to DHL within the following 14 calendar days, unless applicable law provides a more favourable period.
3. Prior authorisation. Returns sent without prior authorisation will not be accepted. CLARK is not responsible for packages sent to an address other than the one provided by the support team.
4. Product condition. The product must remain unused beyond a reasonable try-on and free from scratches, impact damage, stains, odours, moisture, deformation, repairs or permanent adjustments. The original case, cleaning cloth, tags, accessories and packaging must be included.
5. Diminished value. Where permitted by applicable law, CLARK may reduce the refund if the product has lost value because it was handled beyond what was necessary to examine it.
6. Voluntary return cost. CLARK will provide a subsidised DHL label for approved voluntary returns and deduct US$23, or the equivalent in the order currency, from the refund. This amount covers return transportation and is not a penalty or restocking fee.
7. Cases without the US$23 deduction. The charge does not apply when the customer received an incorrect product, the product arrived damaged or a verified defect is attributable to CLARK or the optical laboratory.
8. International exchanges. CLARK does not process direct international exchanges. To choose a different style, colour or size, the customer must return the eligible product and place a new order.
9. Custom-made products. Prescription eyewear, lenses manufactured according to a prescription or measurements, and personalised or engraved leather goods cannot be returned because of a change of mind once production or personalisation has begun. This exclusion does not apply to defects, errors attributable to CLARK or mandatory rights.
10. Inspection. CLARK will notify the customer when the return has been received and inspected. If the product does not meet the conditions, a full refund may be refused or a lawful reduction applied. CLARK may request additional information before making a decision.
11. Refund. Approved refunds are issued to the original payment method within the period required by applicable law and ordinarily within five business days after inspection. The bank, card issuer or payment provider may require additional time to display the refund.
12. Refund amount. The amount actually paid for the product will be refunded, less the applicable return cost and any lawful reduction. Promotional discounts are reflected in the refund amount.
13. Original shipping. Original shipping charges paid for the seven excluded countries are non-refundable for voluntary returns, unless applicable law requires otherwise. If the return is caused by an error or defect attributable to CLARK, the remedy required by law will apply.
14. Duties, taxes and external fees. CLARK cannot refund duties, taxes, customs costs, foreign-exchange differences or fees charged by authorities, banks or external providers. The customer may seek reimbursement directly from the relevant authority where available.
15. Damaged or incorrect products. The customer must report these issues as soon as possible and preferably within the first 48 hours, retain the packaging and provide photographs. CLARK will cover reasonable return or replacement costs when the issue is attributable to CLARK.
16. Mandatory rights. This policy does not exclude, restrict or replace any mandatory consumer rights available under applicable law.
