Refund policy

We have a 30-day return policy for damaged, defective, or incorrect items only. This means you have 30 days after receiving your item to report an eligible issue and request a return.

Damaged, defective, or incorrect items

Please inspect your order immediately upon delivery.

If your product arrives damaged, defective, or different from the product you ordered, you must contact us as soon as possible and provide the required evidence so that we can evaluate the issue.

An unboxing video is mandatory for any claim involving a damaged or defective product. The video should clearly show the package from the moment it is opened, including the external packaging, shipping label, and the product inside. The damage or defect should be clearly visible in the video.

Without a valid unboxing video showing the condition of the package and product at the time of opening, we may not be able to approve a return, replacement, or refund for a damage-related claim.

To report a damaged, defective, or incorrect item, please contact us at thekleuzy@gmail.com and provide:

Your order number
Photos of the product and packaging
A clear unboxing video
A description of the issue

Eligibility for a return

Returns are accepted only for products that arrive damaged, defective, or incorrect and are approved by our customer service team.

Products that are simply unwanted, no longer needed, incorrectly ordered by the customer, or changed in preference are not eligible for return or refund.

Do not send any product back without receiving return instructions from us. Items returned without prior approval may not be accepted.

Return process

If your return request is approved, we will provide you with instructions regarding where and how to return the product. Depending on the circumstances, we may provide a return shipping label or other return instructions.

Once the returned product has been received and inspected, we will notify you whether your replacement or refund has been approved.

Damages and issues

Please inspect your order immediately upon receiving it and contact us if the item is damaged, defective, or incorrect.

For damage-related claims, the unboxing video is mandatory. The video must show the package being opened and the condition of the product upon opening.

We reserve the right to request additional photographs, videos, or other information necessary to verify a claim.

Non-returnable items

Products that are not damaged, defective, or incorrectly supplied are not eligible for return.

We also do not accept returns for products that have been used, altered, damaged after delivery, or returned without prior approval.

Certain products may also be excluded from returns where applicable, including perishable goods, personalized/custom products, personal-care products, hazardous materials, flammable liquids, gases, and other items that cannot legally or safely be returned.

Sale items and gift cards are also non-returnable unless otherwise required by applicable law.

Exchanges / Replacements

If an eligible product arrives damaged, defective, or incorrect, we may offer a replacement after reviewing and approving the claim.

The replacement will be processed after the returned product has been received and inspected, where a return is required.

Refunds

If your eligible return is approved and a refund is applicable, we will notify you once we have received and inspected the returned product.

Approved refunds will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at thekleuzy@gmail.com.