Return & Refund Policy

Return & Refund Policy

We want your Clenova order to reach you correctly and in good condition. Please review the conditions below before requesting a return, replacement or refund.

5-Day Reporting Window

Any eligible issue should be reported within 5 days of delivery along with the required photographs, video and order information.

1. Eligible Return / Replacement Reasons

A request may be considered when:

  • The product received is damaged in transit.
  • You received an incorrect product.
  • An item or component from the order is missing.
  • The product has a clear manufacturing defect affecting its intended use.

2. Evidence Required

To help us verify a claim, please provide your order number together with clear photographs or video showing:

  • The product and reported issue.
  • The outer packaging.
  • The shipping label visible on the package.
  • Any missing, damaged or incorrect contents, where applicable.

3. Returns Not Accepted For

Returns or refunds are generally not accepted for:

  • Change of mind after delivery.
  • Personal preference regarding colour, print or appearance.
  • Minor packaging or design variations that do not affect product use.
  • Quality expectations where the supplied product substantially matches the product listing and description.
  • Incorrect use, misuse or damage caused after delivery.
  • Products that have been significantly used, altered or consumed.
  • Issues reported after the applicable reporting period.

4. Hygiene & Consumable Products

For hygiene, safety and contamination reasons, opened or used consumable, personal-use or hygiene-sensitive products may not be returnable unless they were delivered damaged, incorrect or materially defective and the issue is accepted after review.

5. Advertisement & Promotional Offers

Product demonstrations, videos and promotional creatives may be used for representation and communication purposes. Offers may be changed, discontinued or made available for limited periods.

The product page and checkout information applicable at the time an order is placed should be referred to for the actual product, pack quantity, price and offer.

6. Return Review

Submission of a request does not automatically guarantee approval. Clenova may review the information, photographs, video and circumstances of the case before approving a return, replacement, refund or another suitable resolution.

7. Return Pickup

If a return is approved and reverse pickup is available for the delivery location, pickup instructions may be shared with the customer. In areas where reverse pickup is unavailable, another appropriate return procedure may be provided.

8. Refunds

Once an eligible refund is approved and processed, the time required for the amount to reflect may vary depending on the payment method, bank or payment service provider.

For orders where a direct reversal is not available, additional bank or payment details may be requested to process the approved refund.

9. Replacement

Depending on product availability and the nature of the approved claim, Clenova may offer a replacement instead of a refund. Replacement availability cannot be guaranteed for every product.

10. Contact Us

For return, replacement or refund assistance, please contact us through the support details available on the Clenova website. Always mention your order number so that we can identify your purchase.

Please retain the product, packaging and shipping label until your claim has been reviewed. Disposing of these items before verification may make it difficult to validate the request.