Returns & Refunds

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 return shipping costs are your responsibility unless you received a faulty, damaged, or incorrectly 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 issue a refund without proof that the order has been 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 of the reason for the return to serviceca@cleva.com. We will provide a return 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)

When 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)

Received Wrong Item

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