Refund & Returns Policy
At Cluve Sydney, we want you to be completely satisfied with your purchase.
Cluve Sydney 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
01311-904
Brazil
Customer Support
Email: support@cluvesydney.com
Business Hours:
Monday to Friday
9:00 AM – 6:00 PM (AEST)
We aim to respond to all customer enquiries within 24 business hours.
Returns & Refund Eligibility
If you are not satisfied with your purchase, you may request a return within 14 days of receiving your order.
To be eligible for a return, items must:
• Be unused and in their original packaging
• Be in the same condition as received
• Be returned within 14 days after your return request is approved
Please note that customers are responsible for return shipping costs unless the item is defective, damaged, or incorrectly supplied.
How to Request a Return
To initiate a return, please contact our customer support team at support@cluvesydney.com.
Once your request has been reviewed and approved, we will provide detailed return instructions, including any required return authorisation code and the appropriate return destination.
Returns sent without prior authorisation may not be accepted.
Exclusions
Returns cannot be accepted for:
• Personalised or custom-made products
• Perishable goods or products with a limited shelf life
• Sealed hygiene or personal care items that have been opened after delivery where applicable
Refund Process
Once the returned item has been received and inspected, we will notify you regarding the approval of your refund.
If approved, refunds will be processed to the original payment method within 5–10 business days.
Faulty or Damaged Items
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@cluvesydney.com with photographs and a description of the issue.
Where appropriate, we will provide a replacement, store credit, or full refund at no additional cost to you.
Cancellation Requests
Orders may be cancelled before shipment by contacting support@cluvesydney.com.
Once an order has been dispatched, it may no longer be eligible for cancellation and will instead be subject to our return policy.
Sample Return Request
Order Number: ____________________
Customer Name: __________________
Email Address: ___________________
Date Received: ___________________
Reason for Return: ________________
Contact Information
For any questions regarding returns, refunds, cancellations, or consumer rights, please contact:
support@cluvesydney.com
We aim to respond within 24 business hours.