FAQ Exchanges and Returns
Of course! Although we feel like “Oh no…” when a customer is dissatisfied with our items, you can always exchange or return your order, with the exception of personalized products.
Please send an email to hello@cluoh.com requesting an exchange or return.
You have 14 days, from the date you receive the item, to exchange or return it.
You can exchange your item for free at our store in Porto – Rua de Gondarém, 549. You have 14 (fourteen) days to do so, from the date of receipt of the order.
You should contact us via email hello@cluoh.com , containing the following information:
We appreciate you explaining why you are not satisfied, as this is the best way for us to improve.
You must enter the order number in the email and indicate which part you want to exchange (equal or greater value). Shipping of the item to be exchanged is the responsibility of the customer and to send the new item we charge new shipping (€4.50) or we can schedule a collection service* with delivery for €7.
If you choose to ship, the order must be sent to Rua de Gondarém, 549 4150-153 Porto, Portugal, together with a copy of the invoice. We advise that, for security reasons, you send the order under registered mail.
If you choose the collection service (7€) we ask you to properly place the item(s) in a box and close it with tape (you do not need to enter your shipping details). When we schedule the collection, you will receive an email with the tracking number and a courier will come to the address indicated. After receiving the order and verifying its perfect condition, we will make the exchange and send the new item. CLUOH may not accept the exchange of an item that has been damaged, deteriorated or stained.
*Collection service only available for mainland Portugal.
You can return your item free of charge at our store in Porto – Rua de Gondarém, 549.
To exercise your right to freely terminate the contract, you will have to communicate this intention to CLUOH, through an unequivocal declaration of termination of the contract.
You can do this via email or letter and send it by email or post, duly completed, to:
Email: hello@cluoh.com
or
Address: Rua de Gondarém, 549 4150-153 Porto, Portugal
This communication must be made within 14 (fourteen) days, from the date of receipt of the product and must contain the order number.
Even though you don't have to, we would appreciate it if you let us know why you weren't satisfied, as it's the best way for us to improve.
Shipping of the item to be returned is the responsibility of the customer or we can schedule a collection service* at home for €5.
The order must be sent to Rua de Gondarém, 549 4150-153 Porto, Portugal, together with a copy of the invoice. We advise that, for security reasons, you send the order under registered mail. You will have to return all items in the order and place them in the same way you received them.
If you choose the collection service (€5) we ask you to properly place the item(s) in a box and close it with tape (you do not need to enter shipping details).
When we schedule the collection, you will receive an email with the tracking number and a courier will come to the address indicated.
Once the order has been received and its perfect condition has been verified, the amount will be fully refunded using the same method in which it was paid.
CLUOH may not accept the return of an item that has been damaged, deteriorated or stained.
*Collection service only available for mainland Portugal.
You can exchange or return it free of charge at a store in Porto – Rua de Gondarém, 549.
If you are unable to do so in store, the shipping costs will be borne by the customer or you can schedule a collection service* at home for €7 (exchanges) and €5 (returns).
*Collection service only available for mainland Portugal.
The refund will be made within a maximum period of 14 (fourteen) days from the date on which the customer informed us of their desire to return the item, by delivering the duly completed model resolution form. However, if we have not yet received the returned item, we may have to withhold the refund.
The amount will be refunded using the same payment method as the purchase. At the time of payment you will receive a confirmation email.
The refund will be made in the same way and through the same platform through which you made your purchase. If the payment was made by Multibanco reference, the refund will be made by bank transfer to your IBAN.