RETURN AND WARRANTY POLICY APPLICABLE IN VIETNAM

1. Eligibility for Product Exchange

Customers are only eligible for an exchange or return if the product received is incorrect (compared to the order), does not match the website description, or has a manufacturer defect.

  • For sizing issues: Regarding standard size orders (XS / S / M / L / XL) or custom-made orders (based on measurements), Clava Maison provides support for alterations on the original item instead of a full exchange.

  • Warranty Period: Within 7 days from the date of receipt (excluding shipping time). (Premium and VIP customers are subject to different warranty terms; please refer to the PREMIUM & VIP section).

NOTICE: EXCHANGE FOR DIFFERENT MODELS (STYLE EXCHANGE) IS NOT APPLICABLE UNDER ANY CIRCUMSTANCES.

2. Requirements for New Exchanges and Returns

To be eligible, the following conditions must be met:

  • The order must have complete information or a valid purchase invoice.

  • The product must be intact with all labels, tags, boxes, and paper bags (if applicable).

  • The product must be unused and show no signs of: stains, damage, tears, or laundering.

  • The product has not been previously repaired or altered.

  • Hygiene Policy: For health and safety reasons, complimentary lingerie (panties, jumpsuits) included with orders are non-returnable/non-exchangeable.

  • Defective Products: For products with stains or tears, Clava Maison only accepts reports within 12 hours of purchase or delivery. (Clava Maison maintains a comprehensive photo record of every product before shipping to ensure quality).

3. Warranty and Adjustment Fees

Case A: No Service Fee + Free Two-Way Shipping

Applicable when:

  • The product delivered is the wrong model, size, color, or differs from the original order.

  • The product has a manufacturer defect.

  • NOTE: Clava Maison only supports direct warranty services for domestic orders. For international orders, customers are responsible for shipping the product back to Vietnam for Chloe Design’s assistance.

Case B: No Service Fee + Customer Pays Two-Way Shipping

Applicable for:

  • Standard size or custom measurement orders for non-promotional (full-price) items.

  • Customers are entitled to free alterations within 1-2 cm on the original garment.

  • Processing time: 2-3 days (depending on the product and timing).

  • Note: If alterations require adjustments larger than 2 cm, a surcharge will apply depending on the product.

Case C: Service Fee Applies + Customer Pays Two-Way Shipping

Applicable for:

  • Standard size or custom measurement orders for promotional (sale) items.

  • Please contact our support staff for a specific price quote.

  • Processing time: 2-3 days.

4. Deposit and Payment Regulations

  • Cancellations: In the event a customer cancels an order after a deposit or full payment has been made for personal reasons, no refund will be issued.

  • Measurement Submission: Customers must provide sizes/measurements at the time of deposit or within 12 hours after depositing to ensure the committed production schedule.

  • Delays: If a late submission by the customer affects the production timeline, the deposit will not be refunded.

  • Non-receipt: If a customer fails to receive the order for personal reasons, Clava Maison will store the order in accordance with our Storage Policy.

5. Return and Contact Locations

Please visit the CLAVA MAISON Office or contact our online stores for assistance: (Fanpage – Instagram – Tiktok – Shopee – Website)

IMPORTANT NOTES:

  • Online Customers: This policy applies exclusively to online purchases.

  • In-store Customers: For purchases made directly at our office, please inspect the product and invoice thoroughly before leaving. We do not support size or style exchanges once the customer has left the premises.

Effective Date: 01 – 01 – 2024