This policy applies to purchases made directly on clecky.com. This policy outlines our approach to returns, exchanges, and refunds in a transparent and fair manner.
30-Day Return Policy
You may request a return or exchange within 30 days from the date you receive your item.
To be eligible for a return, the item must:
- Be unused and uninstalled
- Remain in its original condition and packaging
- Include valid proof of purchase
Return Reasons & Shipping Responsibility
Returns generally fall into the following categories:
1. Product Issues or Shipping Damage
- Manufacturing defects
- Damage caused during transit
- Incorrect item received
In these situations, Clecky will cover all return shipping costs and offer either a free replacement or a full refund.
2. Personal Preference / Change of Mind
Returns requested for personal reasons may include:
- The item does not meet personal expectations
- Color or size preference
- Ordered the wrong item or quantity ordered
- No longer needing the product
In such cases, the customer is responsible for return shipping costs.
Inspection Upon Delivery
Please inspect your package as soon as it arrives. If you notice any damage, defects, or errors, contact us promptly so we can assist you as quickly as possible.
Items Eligible for Return or Refund
You may qualify for a return, refund, or replacement if:
- The product arrives damaged or defective
- The item is unused and meets the 30-day return conditions
- The shipment is returned to us as undeliverable
In these cases, we will cover all associated costs and provide a replacement or full refund.
Delivery Delays
We understand that timely delivery is important and we will always do our best to ensure your order arrives within the estimated timeframe.
1. Non-Custom Products
If a non-custom product has not been delivered within 15 days after the maximum estimated delivery date shown on our website, and the delay is confirmed to be caused by carrier loss or logistics failure, please contact us at [email protected]. After verification, we will offer an appropriate resolution, which may include a replacement or a full refund.
2. Custom-Made / Made-to-Order Products
Custom-made products require specialized production and therefore are subject to longer fulfillment timeframes due to their bespoke nature.
However, if a custom-made or made-to-order product is confirmed lost in transit, or cannot be delivered due to logistics failure after shipment, please contact us. After verification, we will review the case and provide an appropriate resolution, which may include a replacement or refund where applicable.
Items Not Eligible for Return
Except where required by law, the following items are not eligible for return:
- Custom-made, bespoke, or made-to-order products: Due to the personalized nature of these items, they are not eligible for return or exchange for personal reasons (change of mind). If your customized product arrives damaged, defective, or significantly different from your order specifications, it is fully covered under our "Product Issues" policy. In such cases, we will provide a free replacement or a full refund.
- Returns for light bulbs are only accepted if the item is in its original, sealed packaging. Once the seal is broken or the bulb has been used, it is non-returnable unless it is found to be defective.
- Items showing signs of use: Products that have been installed, used, or are missing original packaging (unless defective) are not eligible for return.
For non-returnable items, any return shipping costs will be the responsibility of the customer. Shipping fees are non-refundable.
Order Cancellation
Orders can be canceled within 24 hours of confirmation.
Once an order has been processed or shipped, cancellation cannot be guaranteed. If your order has not yet shipped, please contact us as soon as possible and we will do our best to assist.
How to Request a Return
- Email us at [email protected] with your order number and reason for return
- Our team will review and confirm whether your request is eligible
- If approved, you will receive return instructions and the return address
- Send the item back within the approved timeframe
Return Location & Address:
Please be advised that our primary fulfillment and return center is located in China.
For Personal Preference Returns: If you are returning an item for personal reasons (e.g., change of mind, wrong size/color ordered), you will be responsible for the international shipping costs to our warehouse in China.
For Quality Issues: If the return is due to a defect or our error, Clecky will cover all associated shipping costs.
Note: Please do not send items back to the address on your shipping label without prior authorization.To receive the correct return instructions and the authorized warehouse address, please contact us at [email protected] before shipping any items. This step is necessary to ensure your refund is tracked and completed without delay.
Exchanges
For faster processing, we recommend returning the original item and placing a new order once your return has been approved.
EU & UK 14-Day Cooling-Off Period
If your order is delivered to the European Union or the United Kingdom, you are legally entitled to cancel or return your order within 14 days of delivery, without providing a reason.
Items must be unused, uninstalled, and in original packaging. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.
Refunds
Refunds are processed after we receive and inspect the returned item. We do not charge any restocking fees.
Refund Amount: Once your return is approved, we will refund the full purchase price of the returned items.
Shipping Fee Reimbursement: As standard shipping on clecky.com is free, there is normally no original standard shipping fee to refund. However, please note that if you explicitly chose a premium or expedited shipping method (such as DHL/UPS Express), the additional cost for this expedited service is non-refundable, as permitted by EU/UK consumer laws (unless the return is due to a product defect or our error).
Processing Time: Once approved, refunds will be issued to your original payment method within 5 business days. Processing times may vary depending on your bank or payment provider.
If more than 10 business days have passed since your refund was approved, please contact us at [email protected].
Contact Information
If you have any questions regarding this policy, please reach out to our customer support team:
Email: [email protected]
Call us: +86 13660355393
We aim to respond to all inquiries within 24 hours on business days.
