clevonna™ · returns & refunds
Return & Refund Policy
How to request a return, report an order problem, exchange an eligible product, and receive an approved refund.
Return window
Eligible products may be returned within 30 calendar days after confirmed delivery. Contact us before the period expires. Eligibility remains subject to all conditions below.
Starting a return request
Before shipping anything, email service@clevonna.com with your order number, item name, reason, and relevant photos or video. For damage, incompleteness, or incorrect items, also include exterior packaging and shipping-label photos. Wait for approval and instructions.
Return eligibility
Except where an item is damaged, defective, incorrect, incomplete, or otherwise protected by law, a preference-based return should be unused, unwashed, unaltered, complete, and in original condition, with tags, parts, fittings, accessories, inserts, and protective packaging where reasonably possible, plus proof of purchase. Carefully opening the package and inspecting the product without outdoor use does not automatically make it ineligible if all conditions remain satisfied.
Product variations & fit
Reasonable differences in material texture, coating, stitching, color tone, dimensions, hardware, and finish may occur. Photography, lighting, and screens can affect perceived color. A size, capacity, compatibility, color, texture, or style preference is handled as a preference-based return unless a confirmed product or fulfillment problem is attributable to us.
Return address & authorization
Do not send merchandise to our registered business address. Approved requests receive the correct return warehouse address and instructions. Unauthorized returns or parcels sent elsewhere may be delayed, rejected, lost, or ineligible.
Non-returnable items
Preference-based returns may not be available for customized or personalized items, gift cards, products clearly marked “Final Sale” or non-returnable before purchase, items altered/misused/damaged after delivery for reasons unrelated to an original issue, or products returned incomplete or unsuitable for reasonable inspection. Promotional items remain eligible unless clearly marked otherwise. Non-waivable legal rights remain unaffected.
Damaged, defective, incorrect, or incomplete orders
Inspect promptly and contact us within 7 calendar days after delivery. Provide the order number and clear evidence. Once confirmed, we will provide an appropriate replacement, refund, reshipment, return, or other reasonable solution at no additional cost caused by our error.
Return shipping costs
For change-of-mind, style, fit, appearance, incorrect customer selection, or another reason not attributable to us, the customer generally pays return shipping, and original shipping charges are generally non-refundable. For confirmed issues attributable to us, we cover costs caused by the error. No restocking fee is charged for an approved return.
Returning the package
For preference-based returns, use reliable trackable shipping and retain the receipt and tracking number until completion. We cannot guarantee receipt of untracked packages or parcels sent to an address not supplied by support. The customer is generally responsible until receipt at the approved location.
Inspection & refund timing
After arrival, the return is inspected. Once received, inspected, and approved, we initiate the eligible refund to the original payment method within 5–10 business days. The bank or provider may need additional posting time.
Refund method
Approved refunds normally go to the original payment method. If it cannot accept the credit, support will work with the payment provider on an appropriate permitted alternative. In some circumstances, we may resolve an issue without requiring a return.
Exchanges
Exchanges depend on inventory. If a direct exchange is unavailable, we may ask you to complete an approved return and place a new order.
Order cancellation
Request cancellation as soon as possible. We will make reasonable efforts before fulfillment begins, but cannot guarantee cancellation after processing, packaging, shipment preparation, or dispatch starts. No cancellation fee is charged for a successful pre-fulfillment cancellation.
Consumer rights
This policy explains our standard process and does not limit rights or remedies that applicable consumer-protection law does not permit us to exclude.
Need help?
Email service@clevonna.com with your order number and a clear description of your question. Our customer-care team is available 24/7 (24 hours a day, 7 days a week).
Company information
Business & contact details
- Brand
- clevonna™
- Legal company name
- Hangzhou Hengxing Cultural Media Technology Co., Ltd.
- Owner
- Wu Zilong
- Website
- clevonna.com
- Business address
- No. 49, Yunhui Jinni Jiatang (Main Building), Renhe Subdistrict, Yuhang District, Hangzhou City, Zhejiang Province
- Customer support email
- service@clevonna.com
- Customer support phone
- +86 150 0744 8788
- Customer service hours
- 24/7 (24 hours a day, 7 days a week)