Refund & Returns Policy

Refund & Returns Policy

At Cluve London, we want you to be completely satisfied with your purchase.
Cluve London is a brand operated by E-commercer Sales e Coelho Promoção de Vendas LTDA, a legally registered company in Brazil under CNPJ 38.476.922/0001-42.

Registered business address:
Avenida Paulista, 171 – 4th Floor
Bela Vista, São Paulo – SP
CEP 01311-904
Brazil

If you are not happy with your order for any reason, you have the right to request a return or refund under the terms outlined below.

Your Right to Cancel (UK Customers)

If you are a consumer, you have the right to cancel your order within 14 days without giving any reason.

This cancellation period expires 14 days from the day you (or a third party nominated by you) receive the goods.

To exercise your right to cancel, please contact us by email at:
support@cluvelondon.com

You must clearly state your decision to cancel. You may use the cancellation form template provided below, but it is not mandatory.

Returns Eligibility

To be eligible for a return, the item must be:

  • Unused and in its original packaging

  • In the same condition as received

  • Returned within 14 days after notifying us of your cancellation request

Please note:
You are responsible for return shipping costs unless the item is faulty or was sent incorrectly.

Exclusions from the Right to Cancel

We cannot accept returns or cancellations for:

  • Sealed items that are not suitable for return due to hygiene or health protection reasons, if unsealed after delivery

  • Personalised or custom-made products

  • Perishable goods or items with a short shelf life

How to Return Your Item

  1. Contact us by email at support@cluvelondon.com to request a return

  2. We will confirm your request and provide return instructions, including the return address

  3. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund

If approved, your refund will be processed within 5–10 business days using the original payment method.

Refunds

If you cancel your order within the 14-day cancellation period, we will refund:

  • The full cost of the goods

  • Standard delivery costs (if applicable)

We may withhold the refund until we have received the returned goods or you have provided proof of return, whichever occurs first.

Faulty or Damaged Items

If your item arrives damaged or defective, please contact us immediately at support@cluvelondon.com with photos or a description of the issue.

In these cases, we will offer a replacement or a full refund at no additional cost to you.

Sample Cancellation Form

To: Cluve London
Email: support@cluvelondon.com

I hereby give notice that I cancel my contract of sale for the following item(s):

Order Number: ____________________
Ordered on: ______________________
Received on: _____________________
Customer Name: __________________
Customer Address: _______________
Date: ___________________________

If you have any questions regarding returns, refunds, or your consumer rights, please contact our support team at support@cluvelondon.com.