Refund and Return Policy for CLUVO

Effective Date: December 10, 2024

At CLUVO, we want you to be completely satisfied with your luxury timepiece purchase. If you’re not happy with your order, our comprehensive return and refund policy ensures that you have a hassle-free experience. Please carefully review the following guidelines to understand how we process returns and refunds:

1. Return Eligibility

We accept returns on most items within 30 days from the date of purchase. In order to be eligible for a return, the following conditions must be met:

  • The product is in new, unused condition, and in its original packaging.
  • The product must be accompanied by all original tags, certificates, and accessories (if applicable).
  • Returns must be initiated within 30 days from the purchase date.
  • Custom or personalized items are non-returnable unless defective or damaged upon arrival.

If your item meets the above criteria, you can initiate a return through your account or by contacting us via our customer support.

2. How to Initiate a Return

To return an item, please follow these steps:

  • Step 1: Visit your account page on CLUVO and locate the Order History section.
  • Step 2: Select the order you wish to return and click the Return option.
  • Step 3: Follow the instructions provided to print the return label and pack the item securely.
  • Step 4: Ship the item back to us using the provided return label. You will receive a tracking number for monitoring the return shipment.

Alternatively, you can contact our support team at info@cluvo.site for assistance with initiating the return.

3. Refund Policy

Once we receive and inspect the returned item, we will process your refund. Please allow up to 10 business days for the refund to be credited back to your original payment method. The following applies to refunds:

  • Full Refund: If the returned item meets our return criteria, we will issue a full refund to the original payment method.
  • Partial Refund: If the returned item has been used or is damaged, we may issue a partial refund based on the condition of the item.
  • Non-Refundable Items: Custom or personalized items are not eligible for refunds unless defective or damaged.

Please note: Refunds will only be processed after we receive the item and confirm that it meets the conditions outlined in this policy.

4. Exchanges

We do not offer direct exchanges. If you wish to exchange your watch for a different model or size, we recommend returning the item and placing a new order for the preferred item.

5. Status Tracking for Returns

You can easily track the status of your return by following these steps:

  • After initiating a return request, you will receive an email containing a tracking number.
  • You can use this tracking number to monitor the return progress.
  • Once the returned item is received and inspected, you will receive an email confirmation, and the refund will be processed.

For any questions or issues with tracking your return, please reach out to our customer support team.

6. Shipping and Handling Fees

Please note that shipping fees for returns are the responsibility of the customer, except in cases where the item is defective or damaged. If the return is due to our error (e.g., wrong item shipped), we will cover the return shipping costs.

7. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at info@cluvo.site. We will arrange for a replacement or refund based on your preference. Please provide photos of the damage to expedite the process.

8. Contact Us

If you have any questions or concerns about our Refund and Return Policy, please do not hesitate to contact us:

  • Email: info@cluvo.site
  • Phone: 972-659-2065
  • Address: 2490 Wilson Avenue, Plano, Texas, United States

Thank you for choosing CLUVO. We appreciate your trust in our luxury timepieces and are committed to providing you with the best shopping experience.