Refund policy
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
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, products must:
• Be unused and in their original packaging
• Be in the same condition as received
• Be returned according to the instructions provided by our support team
Please note that customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
How to Request a Return
To request a return, please contact our customer support team at:
support@cluvesydney.com
Once your request is reviewed, we will provide return instructions, including any required return authorisation code and return processing details.
Returns sent without prior authorisation may not be accepted.
Non-Returnable Items
The following items may not be eligible for return:
• Personalised or custom-made products
• Perishable goods
• Opened hygiene or personal care products where applicable
• Products that have been used or damaged after delivery
Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to the original payment method within 5–10 business days.
Processing times may vary depending on your payment provider.
Faulty, Damaged, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at:
support@cluvesydney.com
Please include photographs and a description of the issue.
Where appropriate, we will provide a replacement, store credit, or full refund at no additional cost.
Order Cancellations
Orders may be cancelled before shipment by contacting:
support@cluvesydney.com
Once an order has been dispatched, cancellation may no longer be possible and the order will be subject to this Returns & Refund Policy.
Sample Return Request
Order Number: __________________
Customer Name: ________________
Email Address: _________________
Date Received: _________________
Reason for Return: _____________
Contact Us
If you have any questions regarding returns, refunds, cancellations, or consumer rights, please contact:
We aim to respond within 24 business hours.