Shipping & Delivery Policy

1. Serviceable Areas

Closetrush currently operates in selected serviceable locations. Orders are accepted only for areas where our delivery and pickup services are available. If your location falls outside our service network, we reserve the right to decline or cancel the order.

2. Order Processing

• Orders are processed after successful payment and order confirmation.
• Customers may receive confirmation through WhatsApp, SMS, email, or phone call.
• Orders placed on public holidays or non-working days may be processed on the next working day.

3. Delivery Timeline

Our standard delivery timeline is: 2–3 working days from the date of order confirmation. While we strive to deliver within the estimated timeline, delays may occur due to:

• Severe weather conditions
• Public holidays
• High order volumes
• Traffic or transportation disruptions
• Operational or technical issues
• Other circumstances beyond our reasonable control

In such cases, we will make reasonable efforts to keep customers informed.

4. Delivery Charges

Any applicable delivery charges, if any, will be displayed at the time of checkout before the order is confirmed. Closetrush reserves the right to revise delivery charges based on location, special delivery requests, or operational requirements.

5. Delivery Process

At the time of delivery, customers are requested to:

• Be available at the provided delivery address.
• Verify the delivered package upon receipt.
• Report any visible damage to the package immediately.

✓ All deliveries are made in hygienically packed reusable Closetrush packaging bags.

6. Weekly Replacement Service

Customers enrolled in the Weekly Replacement Plan will receive scheduled weekly visits from our team. During each visit:

• The previously used bedsheet set will be collected.
• A freshly washed, sanitized, and quality-checked bedsheet set will be delivered.

To ensure smooth service, customers are requested to:

• Keep the used bedsheet set ready before the scheduled visit.
• Be available or arrange access at the agreed delivery location.

If a replacement visit cannot be completed because the customer is unavailable, Closetrush will attempt to reschedule based on operational availability.

7. Monthly Subscription Deliveries

Customers on monthly rental plans will receive deliveries and pickups according to the subscription schedule selected at the time of purchase. Replacement dates may vary slightly depending on operational planning and public holidays.

8. Missed Delivery or Pickup

If our delivery partner or service representative is unable to complete the delivery or pickup because:

• The customer is unavailable,
• The provided address is incorrect,
• Entry to the location is denied, or
• The customer cannot be contacted,

Closetrush may reschedule the visit. Repeated failed delivery or pickup attempts may attract additional service charges or result in temporary suspension of the service until a successful visit can be completed.

9. Change of Delivery Address

Customers may request a change of delivery address before the order is dispatched or before the scheduled replacement date. Address changes are subject to service availability in the new location. Closetrush may not be able to accommodate last-minute address changes after dispatch.

10. Packaging Policy

All products are delivered in reusable Closetrush packaging bags to maintain hygiene and protect the rented items during transportation. The packaging bag remains the property of Closetrush and must be returned during the final pickup or at the time of replacement, as applicable.

If the packaging bag is lost, torn, cut, permanently damaged, or not returned, Closetrush reserves the right to deduct the applicable replacement cost from the customer's refundable security deposit or recover the applicable amount separately where no security deposit exists.

11. Inspection at Pickup

During every pickup, our team may inspect the returned items for:

• Missing products
• Permanent stains
• Tears or cuts
• Burn marks
• Excessive damage
• Packaging condition

Any applicable deductions will be processed in accordance with our Terms & Conditions and Damage Policy.

12. Delayed Deliveries

Closetrush aims to deliver all orders within the estimated delivery timeline of 2–3 working days. However, delivery delays may occasionally occur due to circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather conditions, government restrictions, public holidays, strikes, transportation disruptions, high order volumes, or other force majeure events.

In such situations, the delivery may be delayed by an additional maximum of 2–3 working days. Closetrush will make reasonable efforts to keep customers informed about any significant delays and complete the delivery at the earliest possible opportunity.