Refund policy

Return & Refund Policy — ClarkFamily

Last Updated: January 1, 2001 - October 2026

Before you return any product please contact us first

Return Processing Mandatory Instructions:

To ensure efficient inventory handling and the privacy of our Company and our fulfillment team, all product returns are securely processed through our dedicated logistics partner AmForward in Clackamas, Oregon, before the item is shipping back to our warehouse in China.

 Please contact us first so that your shipping fees, customs duties fees, import taxes, docking fees, airfreight fees, or other fees if you have any fees can be properly calculated. When all fees are provided to you please ensure your return label includes our full business name and assigned suite number below to avoid processing delays

⚠️ Send Return Packages >Only < to

Name: Patrice Clark

Business name: ClarkFamily

Address:10752 SE Highway 212

Suite: Y952

City: Clackamas

State: Oregon

ZIP code: 97015

Special Provisions for Consumers in the European Union (EU)

In accordance with international trade protocols and the EU Consumer Rights Directive, retail shoppers residing within the European Union are subject to the specific order timelines, return conditions, and financial liabilities outlined below by ClarkFamily:

1. Order Cancellation Window

• 15-Minute Deadline: Once an order is submitted, our automated processing system begins immediate fulfillment. EU consumers have exactly 15 minutes from the timestamp of purchase to request a formal cancellation of their order.

• Post-Window Processing: If a cancellation request is not received within this 15-minute window, the order cannot be halted, will be fully processed, and will be dispatched to the shipping carrier.

2. EU Strict 14-Day Right of Return (No 30-Day Eligibility)

• The 14-Day Clock: EU retail buyers do not qualify for our standard global 30-day return policy. Instead, you are strictly limited to a 14-day return window.

• Delivery-Activated Timeline: The 14-day period begins the exact day your package is scanned as "Delivered, but if you are receiving a order that comes in two different packages and delivered on two different days then the 14 day period begins when your last order is delivered to you" by the logistics carrier (e.g., DHL, FedEx, UPS etc) in our tracking system.

Please note this is not for two different orders placed this means  for example if you placed a order for a living room set that was coming in multiple different packages and being shipped on different days and you did not receive your entire order on the delivery date then the 14 day period begins when your last order of that entire package is delivered

• Expiration: Your right to initiate a return completely expires exactly 14 calendar days after that delivery scan timestamp. Requests made on day 15 or later will be automatically rejected.

3. 100% Consumer Liability for Return Costs, Customs, and Duties

• Return Expenses: The consumer is entirely responsible for organizing and paying for the international return shipping of the item back to our facility in the United States.

• Import Fees, Taxes, and Custom Duties: You are 100% responsible for paying all cross-border taxes, customs clearance fees, import duties, and carrier processing fees required to legally return the item to US soil.

 ClarkFamily will not pay, advance, or reimburse any customs fees, taxes, or import levies under any circumstances.

• Forfeiture of Refund: If a return shipment is held, abandoned, or sent back to you because you refused to pay the required US customs fees, duties, or import taxes, you legally forfeit your right to a refund, and your case will be closed with no payout.

There are no cancellations or refund for final sale items no matter what country or laws you have. When you place a order at our store you are agreeing to our terms and conditions and agreeing to our policies and terms of service and terms of being our customer. 

When you purchase a final sale item you are agreeing that the EU 14-day return and cancellation policy does not apply to final sale items sold at our store and once you purchase a final sale item you understand you will not receive a refund and cannot return or cancel that order for final sale products only

4. Mandatory Hardware Inspection & Original Condition Verification

• Withholding of Funds: No refunds will be processed upon a tracking scan or shipment initiation. All funds are strictly withheld until the physical item arrives at our US facility.

• Tampering, Malware, and Hardware Inspection: Every electronic device (including cell phones, computers, and tablets) undergoes a comprehensive hardware and software diagnostic scan upon arrival.

• Diminished Value Penalties: Items must be returned in their exact original, unaltered condition. If our technical inspection reveals that a device has been modified, refurbished by a third party, physically damaged, or altered with unauthorized software, firmware, malware, or spyware, you will be held liable for the diminished value of the asset. In cases of malicious tampering or permanent modification, the diminished value will be assessed at 100%, and your refund will be reduced to $0.00 / €0.00

At ClarkFamily, customer satisfaction is important to us. This Return & Refund Policy explains the requirements and process for cancellations, returns, refunds, replacements, missing packages, damaged products, wrong items, accidental purchases, and fraudulent charges.

USA Only Cancellation and Return Deadline

Customers may submit a cancellation or return request within 30 days of the delivery date, subject to the requirements in this policy.

Some requests, including accidental-purchase requests and fraudulent-charge claims, have different reporting deadlines explained below.

Orders that do not meet one of the eligible refund or replacement categories in this policy may be considered final sale. 

The product must be unused.

The product must not be damaged by the customer.

The product must be returned in its original packaging.

Proof of purchase, such as an order confirmation or receipt, is required.

The product must be physically received and inspected before a refund is processed.

Certain products, including final-sale or personalized products, may not be eligible for return.

To request a return, contact our customer support team at:

HELLO@CLARKFAMLLYSHOP.COM

Please include your order number and the reason for your request.

Our customer support team will generally respond within 1–5 business days with the next steps. Do not send a product back until you receive return instructions.

Customers are responsible for return shipping costs unless ClarkFamily confirms otherwise or applicable law requires a different arrangement.

ClarkFamily does not normally provide prepaid return labels. If your local shipping carrier offers free return-label printing or free return shipping, you may use that service if available.

If your local shipping carrier does not offer free return shipping, you are responsible for arranging and paying for the return shipment including custom import docking fees taxes to ship back to our warehouse in China 

If you do not have access to a label printer, contact your local USPS, UPS, or other shipping provider to ask whether label-printing services are available.

We strongly recommend using a trackable shipping service with delivery insurance.

ClarkFamily is not responsible for a return package that is lost or damaged in transit when the customer did not purchase applicable shipping protection or insurance for the return shipment.

ClarkFamily must receive and inspect the returned product before any refund is issued.

Products must arrive in their original condition and packaging to qualify for a full refund.

Approved refunds will be issued to the original payment method.

Refunds are generally processed within 5–30 business days after the returned product is received and inspected. The time required for the refund to appear in your account may also depend on your bank or payment provider.

If your product arrives damaged, contact us as soon as possible at:

HELLO@CLARKFAMLLYSHOP.COM

Include your order number and clear photos or video showing:

The damaged product.

The product packaging.

The shipping label.

Any visible damage to the shipping package.

We may investigate the issue before approving a refund, replacement, or other resolution.

If your order has not arrived or appears to be missing, contact us so we can investigate with the shipping carrier.

A missing-package investigation may take 5–30 business days. During the investigation, we may contact the shipping carrier to locate the package and verify its delivery status.

If the package cannot be located, ClarkFamily will review the matter and issue an eligible resolution under this policy, the applicable shipping coverage, and applicable law.

Wrong Item Received

If you receive the wrong item, contact us and provide your order number along with a clear photo or video of the item received.

A refund or replacement may be issued after an investigation of up to 5 business days.

When the wrong item was caused by the seller or fulfillment process, the seller, not the customer, is responsible for the applicable return-shipping cost and reshipment arrangement.

If the seller allows the customer to keep the incorrect item while the correct item is shipped, the customer will be notified.

ClarkFamily will assist with issuing an eligible refund or replacement and will seek reimbursement from the responsible seller when applicable.

International Returns

International customers are responsible for applicable return shipping costs, import duties, customs taxes, and other fees unless applicable law requires otherwise.

ClarkFamily does not normally provide prepaid international return labels.

To qualify for an approved refund, the returned product must be in its original condition and must be received and inspected by ClarkFamily or the applicable fulfillment partner.

Refused or Abandoned International Shipments

If an international customer refuses or abandons a shipment because of import duties, customs taxes, or other fees:

The customer is responsible for return shipping costs.

Original shipping charges are non-refundable.

Customs duties, taxes, or other charges billed back to ClarkFamily may be deducted from any eligible product refund.

ShipGuard protection charges are non-refundable.

ShipGuard Shipping Protection

is shipping protection. It does not pay for the purchase price of the product.

ShipGuard applies only to the eligible dry-land portion of delivery, meaning the covered shipping portion after the package reaches the applicable ground-delivery carrier or destination facility and is transported to the customer’s delivery address.

ShipGuard does not protect the cost of the merchandise itself.

ShipGuard does not protect a package that is lost during ocean transit unless the specific ShipGuard coverage selected at checkout expressly states that ocean transit is covered.

If you purchase ShipGuard and the package is lost, damaged, or otherwise covered during the eligible dry-land delivery portion, any refund or replacement will be handled according to the terms, limits, and exclusions of the ShipGuard protection selected at checkout.

If you decline ShipGuard at checkout, ClarkFamily is not responsible for losses that would have been covered by ShipGuard, except where responsibility is required by applicable law.

Accidental Purchases

We understand that accidental purchases can happen. For example, a customer may accidentally complete an order while handling a phone or device with saved payment information.

Accidental purchases must be reported on the same day the purchase occurs.

ClarkFamily may review accidental-purchase requests individually. An extension of up to 14 additional days may be granted when approved, including in certain holiday situations.

An accidental-purchase refund is a one-time exception per customer. After receiving an accidental-purchase refund, customers are responsible for taking reasonable preventative measures, such as setting their device to lock automatically after a short period of inactivity.

Additional accidental purchases may not qualify for a refund.

Fraudulent or Unauthorized Charges

If you believe an unauthorized or fraudulent charge was made, contact ClarkFamily and your bank or card issuer as soon as possible.

Fraudulent-charge claims must be reported within 60 days of the purchase date to be considered for a refund under this policy.

ClarkFamily may request reasonable documentation, such as a current police report or other information identifying the unauthorized transaction, before approving a refund.

A full refund is not guaranteed. The claim must be supported by the investigation, payment-provider requirements, and applicable law.

Buyer Responsibility and Product Description Accuracy

ClarkFamily makes reasonable efforts to provide accurate product descriptions, specifications, images, and other product information.

Customers are responsible for reviewing the full product description, product images, sizing information, specifications, and other available details before completing a purchase.

Returns or refunds may not be approved when:

The customer overlooked information that was clearly stated in the product description or images.

The product matches the description and images provided at the time of purchase.

The request is based solely on personal preference or a change of mind outside the eligible return period.

The request does not meet one of the eligible refund, return, replacement, or cancellation categories in this policy.

If you believe a product listing contains a genuine error or misrepresentation, contact us promptly so we can investigate.

Final Sale Policy

Orders and refund requests may be considered final sale when the request is for a reason other than an eligible category described in this policy, including:

A qualifying fraudulent or unauthorized charge.

An approved accidental purchase.

A damaged product.

A missing package after investigation.

A wrong item received.

Another issue specifically covered by this policy or applicable law.

Even when a request falls within one of these categories, a refund or replacement is not guaranteed if the required conditions are not met or the investigation determines that the reported issue did not occur.

Defamation and Misrepresentation

ClarkFamily takes knowingly false and malicious statements about the company seriously.

Nothing in this policy prevents customers from making truthful statements, submitting legitimate complaints, posting honest reviews, or exercising rights provided by applicable law.

If a person knowingly makes unlawful, fraudulent, or materially false statements that cause harm to ClarkFamily, ClarkFamily may pursue remedies available under applicable law.

Contact Us

For questions about cancellations, returns, refunds, replacements, missing packages, damaged products, or ShipGuard, contact:

Email: HELLO@CLARKFAMLLYSHOP.COM

Phone: +1 (724) 298-2281