Politique de remboursement

How Do I Return My Order?

We hope that you are happy with your purchase but if that's not the case, unused, undamaged products can be returned for a refund within 30 days of receipt.

Please note that the return shipping costs are your responsibility, unless you received a faulty, damaged or wrongly dispatched item. We advise using a tracked returns service and retaining proof of postage when sending your order back to us. In the unlikely event that it's lost in transit, we would be unable to provide a refund without proof of the order being returned to us. The original payment method will be used to automatically refund the product purchase price upon safe receipt of the whole product in the original packaging.

To return your product, please notify us with the reason for the return to serviceca@cleva.com. We will provide a returns reference number and the return address. When contacting us, please include a sales or invoice number, the name of the person on the order and the reason for the return (helps us improve!). We'll email you a return authorization number and return instructions within 24 hours.

Return Process

Step 1: Contact us at serviceca@cleva.com within 30 days of receiving your order

Step 2: Include the following information:

  • Order number or invoice number
  • Name on the order
  • Product(s) you wish to return
  • Reason for return

Step 3: We'll send you a return authorization number and return address within 24 hours

Step 4: Pack the item(s) securely in the original packaging

Step 5: Ship the package using a tracked shipping service

Step 6: Keep your tracking number and proof of postage

Return Shipping Addresses

Once your return is authorized, please ship to one of our Canadian warehouses:

British Columbia:
CLEVA INTERNATIONAL TRADING LIMITED
Unit 117, 7080 River Rd
Richmond, BC V6X 1X5
Canada

Ontario:
CLEVA INTERNATIONAL TRADING LIMITED
Unit 16, 5600 Finch Avenue East
Scarborough, ON M1B 1T1
Canada

Please wait for our confirmation email before shipping to ensure you use the correct address.

Return Eligibility

To be eligible for a return, items must meet the following conditions:

  • Returned within 30 days of receipt
  • Unused and in the same condition as received
  • In the original packaging with all accessories and manuals
  • Include proof of purchase (receipt or order confirmation)

Non-Returnable Items

The following items cannot be returned:

  • Products that have been used or show signs of wear
  • Products without original packaging
  • Products damaged due to misuse or improper installation
  • Clearance or final sale items (unless faulty)
  • Products purchased from unauthorized retailers

When Will the Refund Appear in My Account?

Once we receive and inspect your returned item, we will process your refund within 5-10 business days. The refund will be issued to your original payment method.

This can vary depending on your bank or credit card company. Funds can appear in your account within a few hours, or up to a maximum of 10 business days. If the funds do not arrive within this time frame, we advise you to contact your bank or credit card company directly.

Refund Amount

Your refund will include:

  • The product purchase price
  • Original shipping costs (if the return is due to our error or a defective product)

Your refund will NOT include:

  • Return shipping costs (unless the return is due to our error or a defective product)
  • Original shipping costs (for change of mind returns)

I've Received a Faulty/Damaged Item

We sincerely apologize for this inconvenience. Here's how we'll make it right:

Step 1: Email us at serviceca@cleva.com within 7 days of delivery

Step 2: Include the following:

  • Photos of the damage or defect
  • Your order number
  • Description of the issue

Step 3: Our team will respond within 24 hours to arrange:

  • A free replacement, or
  • Full refund (including original shipping costs)
  • Prepaid return shipping label (if return is required)

Wrong Item Received

If you received the wrong item, please contact us immediately at serviceca@cleva.com. We will:

  • Arrange for the correct item to be sent to you at no charge
  • Provide a prepaid return shipping label for the incorrect item
  • Process the exchange within 24-48 hours of receiving your email

Exchanges

We currently do not offer direct exchanges. If you would like a different product, please:

  1. Return the original item following our standard return process
  2. Place a new order for the desired product

If you received a faulty or damaged item and need a replacement, please see the "Faulty/Damaged Item" section above.

Cancellations

You may cancel your order before it ships by contacting us at serviceca@cleva.com. Once an order has shipped, you will need to follow our standard return process.

Your Consumer Rights

This returns policy is in addition to your statutory rights under Canadian consumer protection laws. Nothing in this policy affects your legal rights as a consumer, including your rights under provincial consumer protection legislation.

Under Canadian law, you have the right to:

  • Receive goods that are of acceptable quality
  • Receive goods that match their description
  • Receive goods that are fit for their intended purpose
  • Remedies if goods are defective or do not meet these standards

Warranty Claims

For warranty-related issues, please refer to our Warranty Policy or contact our customer service team.

Need Help?

Our customer service team is happy to assist with any questions about returns or refunds.

Contact us:
Email: serviceca@cleva.com

We typically respond within 24 hours during business days (Monday to Friday, 9:00 AM - 5:00 PM PST).

Important Notes

  • All returns must be authorized before shipping
  • Unauthorized returns may not be accepted or refunded
  • We reserve the right to refuse returns that do not meet our return policy criteria
  • Refunds are processed in Canadian Dollars (CAD)
  • This policy applies to purchases made through our Canadian online store only

    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at serviceca@cleva.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at serviceca@cleva.com.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at serviceca@cleva.com.