Refund policy
At Cluve Sydney, we want you to be satisfied with your purchase.
Cluve Sydney is operated by E-commercer Sales e Coelho Promoção de Vendas LTDA, a company registered 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
This is our registered business address and is not necessarily the return address. Please do not send returns to this address unless instructed by our support team.
CUSTOMER SUPPORT
Email: support@cluvesydney.com
90-DAY SATISFACTION GUARANTEE
Our 90-Day Satisfaction Guarantee applies to products purchased directly through cluvesydney.com.
You may request a return for any reason, including change of mind or dissatisfaction, within 90 calendar days of delivery.
Opened and reasonably tested products are accepted under this guarantee, provided that:
• The product is returned in reasonable condition.
• All original components and accessories are included, where applicable.
• The product has not been intentionally damaged, altered or misused.
FREE RETURNS
Return shipping is free for returns accepted under this policy. We do not charge a restocking fee.
Returns must be sent by mail using the return instructions provided by our support team.
Please do not send a return without contacting us first, as it may be sent to an incorrect address or delay processing.
HOW TO REQUEST A RETURN
Email support@cluvesydney.com and include:
• Your order number.
• The email address used for the purchase.
• The reason for the return.
Our support team will normally review the request within 1–2 business days.
If the return is accepted, we will email you the return instructions and a prepaid return shipping label.
REFUND PROCESS
Once the returned product has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method within 10 business days after the returned product is received and inspected.
Your bank, card issuer or payment provider may require additional time to make the funds available in your account.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
If a product arrives damaged, defective or different from what you ordered, contact support@cluvesydney.com as soon as possible.
Please include:
• Your order number.
• A description of the issue.
• Photographs or videos that reasonably show the issue, where available.
We may need to assess the product before providing a remedy.
Where the Australian Consumer Law applies, the remedy available depends on whether the problem is major or minor.
For a major problem, the consumer may be entitled to choose a refund or replacement. Other remedies may include a repair, replacement, refund or compensation, as required by law.
We will not charge return shipping or other return costs for faulty, damaged or incorrect products.
90-DAY LIMITED PRODUCT WARRANTY
In addition to the 90-Day Satisfaction Guarantee, our products include a 90-Day Limited Product Warranty covering manufacturing defects from the date of delivery.
To request assistance under this warranty, email support@cluvesydney.com with your order number, a description of the issue and photographs or videos where reasonably required to assess the claim.
Depending on the circumstances, we may offer a repair, replacement, refund or store credit.
Store credit will only be provided where accepted by the customer and will not replace any refund, replacement or other remedy required by law.
This voluntary warranty does not cover:
• Normal wear and tear.
• Misuse or improper handling.
• Accidental damage caused after delivery.
• Unauthorised alterations.
• Cosmetic damage that does not affect the product’s operation.
These exclusions do not apply where doing so would exclude, restrict or modify a right that cannot lawfully be excluded, restricted or modified.
AUSTRALIAN CONSUMER LAW
Our 90-Day Satisfaction Guarantee and 90-Day Limited Product Warranty are provided in addition to your rights and remedies under the Australian Consumer Law.
Consumer guarantees are automatic and cannot be excluded, restricted or modified.
These rights may continue after the 90-day guarantee or warranty period has ended.
Nothing in this policy limits any right or remedy available under the Australian Consumer Law or other applicable consumer protection legislation.
ORDER CANCELLATIONS
You may request cancellation before an order is dispatched by emailing support@cluvesydney.com.
We will make reasonable efforts to process the request, but cancellation cannot be guaranteed once fulfilment has begun.
After dispatch, the order cannot be cancelled in transit. You may request a return after delivery in accordance with this policy.
CONTACT US
For questions about returns, refunds, warranties, cancellations or consumer rights, email:
support@cluvesydney.com
We aim to respond within 1 business day.