Refund policy

Return & Refund Policy

Last updated: June 2026

At CLUVANE, your satisfaction is our top priority. We stand behind every product we sell. Please read our Return & Refund Policy carefully before placing an order.

Eligible Returns

We accept return and refund requests for the following reasons:

  • Damaged items — Item arrived visibly damaged or broken
  • Defective items — Item does not function as described
  • Wrong item received — You received a different item than what you ordered
  • Lost shipment — Your order was not delivered within 30 days of the estimated delivery date

Non-Eligible Returns

We are unable to process refunds or returns in the following cases:

  • Change of mind — We do not accept returns due to buyer's remorse or change of mind
  • Incorrect customer address — Orders shipped to an incorrect address provided by the customer
  • Used or opened products — Items that have been used, opened, or show signs of use
  • Late requests — Claims submitted more than 30 days after delivery

How to Request a Refund

To initiate a refund or return request, please contact our support team within 30 days of receiving your order:

  • Email: returns@cluvane.com
  • Subject line: Order Refund/Return Request — [Your Order Number]
  • Include: Photos of the item (if damaged or defective), your order number, and a brief description of the issue

Refund Processing

Once your request is reviewed and approved:

  • Refunds are processed within 5–10 business days
  • Refunds are issued to the original payment method
  • You will receive an email confirmation once your refund has been processed
  • Shipping is free on all CLUVANE orders across the UAE, so no shipping charge is added to your order or deducted from your refund

Replacements

In cases where the product is damaged, defective, or incorrect, we may offer a full replacement at no additional cost as an alternative to a refund, depending on product availability.

Order Cancellation

Cancelling an order with CLUVANE is fast and simple. If your order is still eligible for cancellation (before it enters fulfillment), log in to My Account, open My Orders, select the order, and click Cancel Order. Your order will be cancelled immediately, any payment will be refunded, and you will receive an email confirmation right away.

Once an order has entered fulfillment or has already shipped, the Cancel Order option will no longer be available. In that case, you may be eligible for a return once it arrives — see our Return & Refund Policy above.

If you have any questions about our Return & Refund Policy, please contact us at support@cluvane.com or visit our Contact Us page.