Refund Policy

At Clelivo, we want every purchase to feel straightforward, secure, and dependable. This Refund Policy explains when a return may be accepted, how refunds are processed, and what steps to take if you experience an issue with your order.

Return Eligibility

Customers may submit a return request within 30 days from the date the package is confirmed as delivered.

To qualify for a return, the product must meet all of the following requirements:

• The item must be returned in the same condition in which it was received.
• The product must be unused, unworn, and must not have been modified or altered.
• All original packaging, labels, tags, accessories, and included components must be returned with the item.
• A valid receipt, order confirmation, or other proof of purchase must be provided.

Products that do not meet these conditions may not be approved for return or refund.

How to Request a Return

All returns must receive prior authorization before the product is shipped back.

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

Email: service@clelivo.com

After your request has been reviewed and approved, you will receive:

• Confirmation of your return authorization.
• An official return shipping label.
• Detailed instructions explaining how to complete the return.

Important Notice:

Returns sent without prior approval or without the official return label provided by Clelivo may be refused and returned to the sender.

Our customer support team is available to assist you throughout the return process.

Damaged, Defective, or Incorrect Items

We recommend inspecting your package as soon as it is delivered.

Please contact us promptly if your order arrives in any of the following conditions:

• The item was damaged during shipping.
• The product is defective or does not function properly.
• You received the wrong item.
• The product received is significantly different from what was ordered.

Please report the issue to:

Email: service@clelivo.com

Our team will review the circumstances and arrange a replacement or refund when appropriate.

Items Not Eligible for Return

Certain products cannot be returned because of safety, hygiene, or operational restrictions. These products include:

• Perishable goods, including food, plants, and flowers.
• Customized or personalized products.
• Personal care or hygiene-related products.
• Hazardous, chemical, or flammable materials.
• Shipping fees paid during checkout.

The following products are also considered final sale and are not eligible for refunds:

• Clearance or discounted merchandise.
• Gift cards.

If you are unsure whether your product qualifies for a return, please contact our support team before submitting your request.

Exchanges

Clelivo does not currently offer direct exchanges.

To receive a different product, please follow these steps:

• Submit a return request for the original item.
• Wait for approval and complete the authorized return process.
• Place a new order for the desired replacement product.

This process allows us to handle orders more efficiently and maintain accurate inventory records.

European Union Customers – Right of Withdrawal

Customers residing within the European Union have the legal right to cancel or return an order within 14 days after delivery, in accordance with applicable EU consumer protection regulations.

During this withdrawal period, customers may return their purchase without providing a reason.

To qualify under this right:

• The product must remain unused and in its original condition.
• All original packaging, labels, and tags must remain intact.
• Valid proof of purchase must be provided.

This statutory right of withdrawal applies independently from Clelivo’s standard 30-day return policy.

Refund Processing Time

After your returned product has been received and inspected, we will notify you whether your refund has been approved.

If the refund is approved:

• The refund will be issued to the original payment method used for the purchase.
• Processing may take up to 10 business days.
• Your bank, credit card provider, or payment service may require additional time to post the funds to your account.

If 15 business days have passed since your refund was approved and you have not received the funds, please contact us at:

Email: service@clelivo.com

Return Shipping Information

Products must only be returned after receiving official return authorization from Clelivo.

Customers must use the return shipping label provided by our support team. Returns shipped without authorization or without the supplied return label may not be accepted.

Return Contact Details

Store: Clelivo

Email: service@clelivo.com

Phone: +1 (601) 601-8750

Business Address:

SUKIBAY COMPANY LIMITED

RM 1911A, UNIT F, 19/F, GOLDEN BEAR CENTRE, 66 CHAI WAN KOK STREET, TSUEN WAN, HONG KONG

US Office:

188 E Capitol St Suite 800, Jackson, MS 39201, United States