1. Order Cancellation

You may request cancellation before an order has been processed or dispatched. We will make reasonable efforts to accommodate the request.

Once an order has been packed, handed over to the courier or dispatched, cancellation may no longer be possible.

2. Cancellation by Clenova

In certain circumstances, we may need to cancel an order because of stock unavailability, payment issues, pricing or listing errors, courier serviceability, suspected fraudulent activity or other operational reasons.

If we cancel an eligible prepaid order, the payment collected for the cancelled order will be refunded.

3. Damaged, Defective or Incorrect Product

To help us investigate and resolve the issue, we may request:

• Your order number.
• Clear photographs of the received product.
• Photographs of the outer and inner packaging.
• Shipping label photographs.
• A clear unboxing video where reasonably required.
• A description of the issue.

Claims will be reviewed against the order details and supporting evidence provided.

4. Eligible Returns

A return may be accepted where the product is eligible for return under the applicable product-page terms or where there is a verified issue with the item received.

For an eligible return, the product should ordinarily be unused, complete and returned with its original accessories, packaging, labels and other items received with the order, unless the nature of the defect reasonably prevents this.

5. Non-Returnable Situations

Subject to applicable consumer rights, a return or refund may not be approved in situations including:

• Change of mind where the product is not otherwise return-eligible.
• Incorrect product selection by the customer.
• Damage caused after delivery through misuse, mishandling or improper storage.
• Normal wear and tear.
• Missing parts caused after successful delivery.
• Products returned in a materially different condition from when received.
• Items specifically identified as non-returnable for hygiene, safety or other legitimate reasons.

6. Product Colour, Design & Appearance

Minor colour, print, pattern, finish or appearance variations can occur because of manufacturing batches, photography, lighting and display settings.

Where a product is offered in assorted colours, designs or prints and the product page states that selection is subject to availability, the specific colour, design or print dispatched may vary.

7. Replacement

Where a verified issue is eligible for replacement and suitable stock is available, we may offer a replacement instead of a refund.

Replacement eligibility will depend on the nature of the issue, product availability and applicable product conditions.

8. Return Verification

Returned products may be inspected after receipt. A refund or replacement may be processed after verifying that the returned item corresponds with the approved request and meets the applicable return conditions.

9. Refund Processing

Once an eligible refund is approved, it will be initiated through the original payment method or another appropriate method available for the transaction.

After initiation, the time taken for the amount to appear in your account may depend on your bank, card issuer, UPI provider or payment processor.

10. Cash on Delivery Refunds

Where an approved refund relates to a Cash on Delivery order, we may request valid bank or UPI details from the customer in order to process the refund electronically.

11. Shipping Charges

Original shipping, COD, convenience or similar charges may be non-refundable where permitted and where the underlying service has already been provided, unless the refund results from an error attributable to us or applicable law requires otherwise.

12. Failed or Returned Deliveries

If an order is returned because of an incorrect or incomplete address, repeated customer unavailability, refusal to accept delivery or another customer-side delivery issue, any subsequent reshipment may be subject to applicable shipping charges.

13. Missing Items

If your order arrives with an item or component missing, contact us promptly with your order details and suitable packaging/unboxing evidence so that the shipment can be verified.

14. Return Shipping

Where a return is approved because of a verified incorrect, defective or damaged item attributable to fulfilment, we will communicate the applicable return procedure.

Customers should not send a product to any address without receiving the applicable return instructions.

15. Product-Specific Conditions

Certain categories or products may have specific return, replacement, hygiene, packaging or usage conditions. Where such terms are displayed on the relevant product page, they form part of this policy for that product.

16. Consumer Rights

Nothing in this policy is intended to restrict any non-waivable rights or remedies available to consumers under applicable law.

17. How to Request Support

For a cancellation, damaged-item claim, eligible return, replacement or refund request, contact Clenova using the official contact information published on the Contact Us page of Clenova.in and provide your order number together with relevant details.