Is it possible to return an item?

Of course! Even though we will feel a big “OH no…” every time a client is not fully satisfied with our products, you can request a return or exchange for your item. Only personalized items can’t be returned or exchanged.
Please email us at hello@cluoh.com requesting the return or exchange.

How long will I have to request a return?

You will have 14 days, from the date you receive the product, to return or replace your item.

What do I have to do to replace an item?

Please contact us on hello@cluoh.com and include in the email with the following information:

  • The reason for wanting to return the item. We will use this feedback to improve our products and services.
  • The number of your delivery and the reference of your desired replacement item (of equal or higher price).
  • We offer the pick-up service for orders over 60€. For orders under 60€, shipping is arranged by the costumer or we can schedule a pick-up service at home for 5.50€.

If you choose to ship, the order should be sent to Rua Alfredo Keil, 571 7ºD 4150-049 Porto, Portugal, together with a copy of the invoice. We advise that, for security reasons, you send your order under postal registration.

After receiving the order and verifying its perfect condition, we will exchange the product and ship the new product. CLUOH may not accept the exchange of a product that has been damaged, deteriorated or stained.

If you choose the pick-up service (5.50€) we ask you to properly place the products in a box and seal it with tape (you do not need to enter the shipping details). When we schedule the pick-up, you will receive an email with the tracking number and a courier will go through the indicated address.

What do I have to do to return an item for refund?

To exercise your right to rescind the contract, you will need to communicate your desire to do so through an unequivocal statement where you expose your intention to rescind the contract. You can do this through email or post, using the standard form available here. Fill in the form and send it by email (hello@cluoh.com) or post (Rua Alfredo Keil, 571 7ºD 4150-049 Porto, Portugal) within 14 days from receiving the product. Please make sure you have the shipment reference. Although not mandatory, we would like to you to let us know why you were not satisfied with the product on your email, as this feedback will be used to improve our products and services.

We offer refunds for orders over 60€. For orders less than 60€, the return is at the customer’s expense or we can schedule a pick-up service at home for 4.50€.

If you choose to ship, the order should be sent to Rua Alfredo Keil, 571 7ºD 4150-049 Porto, Portugal, together with a copy of the invoice. We advise that, for security reasons, you send your order under postal registration. You will have to return all items in the order and accommodate them the same way you received them.

If you choose the pick-up service (4.50€) we ask you to properly place the products in a box and seal it with tape (you do not need to enter the shipping details). When we schedule the pick-up, you will receive an email with the tracking number and a courier will go through the indicated address.

The package should be sent to Rua Alfredo Keil, 571 7ºD 4150-049 Porto, Portugal, with a copy of the receipt. All items must be must be packed as when received.

The return of the item must be done within 14 days from the time you have communicated your intention of rescinding the contract.

Upon receipt of your item and after checking its condition, we will send you the replacement item. CLUOH might not accept the return of an item which has been damaged or stained.

After returning an item, how long will it take for the refund to be processed?

The refund will be carried out within 14 days from when you have communicated your intention to return the product, by filling in our returns form. If the product has not yet reached us by the end of the 14 days, we will retain the refund. The full value of the purchase will be refunded through the same channels as you’ve processed your payment. When the refund is processed you will receive a confirmation email.

What are the charges for returning/replacing products?

Exchanges and returns are free for orders over 60€. For orders under 60€, exchanges and returns are the responsibility of the customer or you can schedule the pick-up service at home for 5.50€ (exchanges) and 4.50€ (returns).

How is the refund carried out?

The refund will be carried out through the same channels as you’ve processed your payment. If payment was done through ATM reference, refund will be done to your account through your IBAN.

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