Refund policy

Cleaves Return & Refund Policy

Effective date: 14 January 2026
Store contact: contact@cleaves.shop

This Return & Refund Policy applies to purchases made from Cleaves (“we”, “us”, “our”).

1) Shipping and delivery (for context)

Estimated delivery time: 7–14 business days (estimates can vary due to customs, carrier delays, peak periods, or local delivery conditions).

2) Returns window

You may request a return within 14 days after your order arrives (the delivery date shown by the carrier counts as arrival).

3) Return shipping costs (buyer covers return costs)

Buyer is responsible for all return shipping costs, including postage, label fees, and any applicable customs/handling charges.
We do not reimburse return shipping costs.

4) Return eligibility conditions

To qualify for a refund, returned items must:

Be unused, unworn, and in original condition
Include all original packaging, accessories, inserts, and any included items
Not be damaged due to misuse, wear, washing, or incorrect handling
Be returned in a way that prevents damage in transit (secure packaging is required)

If a return arrives used, incomplete, damaged, or not in original condition, we may decline the refund or issue a partial refund where appropriate.

5) Non-returnable items

Returns are not accepted for:

Items marked final sale or non-returnable at the time of purchase
Gift cards (if offered)
Items that are hygiene-sensitive or personal-use where a seal has been broken (if applicable to the product)
Items returned after the 14-day return window

6) How to start a return (required steps)

Email contact@cleaves.shop with:
- Your order number
- The item(s) you want to return
- The reason for the return
- Clear photos (required for damaged/incorrect items)
If approved, we will reply with:
- The return instructions
- The return address to use (provided by email after approval)

Do not send items back without approval, as we may be unable to match the package to your order, which can delay or prevent your refund.

7) Refunds (how they work)

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method.
Processing time: Refunds are typically processed within 5–10 business days after inspection. Your bank/payment provider may take additional time to post the refund.

8) Exchanges

We do not offer direct exchanges.
If you want a different item, please return the original (following this policy) and place a new order.

9) Damaged, faulty, or incorrect items

If your order arrives damaged, faulty, or incorrect:

Email contact@cleaves.shop within 48 hours of delivery with your order number and clear photos/video of:
- The item issue
- The packaging (including labels if possible)
We will review and provide the appropriate resolution (replacement, refund, or other remedy as applicable).

10) Cancellations

If you contact us quickly after ordering, we’ll do our best to cancel.
If your order has already been processed or shipped, it cannot be canceled and you’ll need to follow the return process once it arrives.