Refund policy

At Clemiro, we are committed to providing a reliable and transparent shopping experience. If you are not fully satisfied with your purchase, this Refund Policy explains the conditions, procedures, and timelines that apply to returns and refunds.

By placing an order with Clemiro, you agree to the terms outlined in this Refund Policy.

Return Eligibility

Customers may request a return within 30 days from the date the order is marked as delivered.

To be eligible for a return, the following conditions must be met:

The item must be unused and in its original condition.
The product must not show signs of damage, alteration, modification, or excessive wear.
All original packaging, labels, manuals, accessories, and tags must be included.
Proof of purchase, such as an order confirmation, receipt, or order number, must be provided.

Items that do not meet these requirements may not qualify for a return or refund.

How to Request a Return

Before returning any product, customers must first receive authorization from our customer support team.

To initiate a return request, please contact us at:

Email: service@clemiro.com

When contacting us, please provide your order number and a brief explanation of the reason for the return.

Once your request has been reviewed and approved, we may provide:

Return authorization confirmation.
Return instructions.
The appropriate return address.
Return shipping guidance.
Return label information when applicable.

Please do not send products back without receiving prior authorization from Clemiro.

Unauthorized returns may be refused, delayed, or returned to the sender.

Damaged, Defective, or Incorrect Items

We recommend inspecting your order as soon as it is delivered.

Please contact us promptly if you receive:

A damaged item.
A defective or malfunctioning product.
An incorrect product.
A product that differs significantly from the item you ordered.
An order with missing components or accessories.

Please contact us at service@clemiro.com and provide your order information.

To help us review the issue, we may request:

Clear photographs of the affected product.
Photographs of the original packaging.
Photographs of the shipping label when necessary.
Your order number.
A description of the problem.

After reviewing the information provided, we will determine the most appropriate resolution.

Depending on the circumstances, this may include:

A replacement.
A refund.
Store credit.
Another reasonable resolution.

Non-Returnable Items

For hygiene, safety, legal, or operational reasons, certain products may not be eligible for return.

These may include:

Perishable goods.
Personalized or custom-made products.
Personal care or hygiene-related products.
Products that have been used or altered.
Hazardous materials.
Flammable liquids, gases, or substances.
Shipping fees paid during checkout, unless otherwise required by applicable law.

The following items may also be considered final sale and may not be eligible for a refund:

Gift cards.
Clearance products.
Items specifically marked as Final Sale.
Promotional or discounted products clearly identified as non-refundable at the time of purchase.

If you are unsure whether your product is eligible for return, please contact us at service@clemiro.com before submitting a return request.

Exchange Policy

Clemiro does not currently offer direct product exchanges.

If you would like a different product, size, color, model, or variation, please:

Submit a return request for the original item.
Complete the approved return process.
Place a new order for the desired product.

This process allows us to maintain accurate inventory records and helps ensure that replacement orders are processed correctly.

European Union Customers – Right of Withdrawal

Customers located in the European Union may have the legal right to cancel or withdraw from an eligible purchase within 14 days of receiving the goods, subject to applicable consumer protection laws.

Eligible customers may exercise this statutory right without providing a reason.

To qualify for a return under the right of withdrawal:

The product should remain unused unless handling is reasonably necessary to inspect the goods.
The item should be returned in its original condition.
Original packaging, labels, accessories, and tags should be included where applicable.
Proof of purchase must be provided.

Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including personalized goods, perishable products, or sealed hygiene products that have been opened.

This statutory right is separate from and may apply in addition to Clemiro's standard 30-day return policy.

Refund Processing

Once an approved return has been received, the product will be inspected to determine whether it meets the applicable return requirements.

Customers will be notified regarding the status of their refund request after the review has been completed.

If the refund is approved:

The refund will generally be issued to the original payment method used for the purchase.
Please allow up to 10 business days for the refund to be processed by us.
Additional processing time may be required by your bank, credit card provider, or payment service.
The time it takes for the funds to appear in your account may vary depending on the payment provider.

If more than 15 business days have passed since your refund was approved and the funds have not appeared in your account, please contact us at service@clemiro.com.

Return Shipping Requirements

Returned products must only be shipped after official return authorization has been provided by Clemiro.

Customers must follow the return instructions issued by our support team.

Please note:

Returns must be sent to the return address provided by our customer support team.
Products should not be returned to the address shown on the original package unless specifically instructed.
Customers should use appropriate packaging to protect returned products during transit.
We recommend using a trackable shipping method when returning eligible products.
Returns sent without authorization may not be accepted.

Unless otherwise stated or required by applicable law, customers may be responsible for return shipping costs for returns related to personal preference, ordering mistakes, or change of mind.

If the return is caused by an error on our part, such as receiving a damaged, defective, or incorrect item, we will review the situation and provide appropriate return shipping instructions when applicable.

Late or Missing Refunds

If you have not received an approved refund within the expected timeframe:

First, check your bank or payment account again.
Contact your credit card company or payment provider, as processing times may vary.
Contact your bank, as there may be additional processing time before the refund is officially posted.

If you have completed these steps and still have not received your refund, please contact us at service@clemiro.com.

Policy Updates

Clemiro reserves the right to modify or update this Refund Policy from time to time to reflect changes in our business practices, legal requirements, payment procedures, or return processes.

Any updates will be published on this page and will become effective once posted.

We encourage customers to review this policy periodically for the latest information regarding returns and refunds.

Contact Information

If you have any questions regarding returns, refunds, damaged products, or order-related concerns, please contact us:

Company: PURRSITIVE LIMITED

Business Registration No.: 74422909

Registered Office: UNIT 308, 3/F., CHEVALIER HOUSE, 45-51 CHATHAM ROAD SOUTH, TSIM SHA TSUI, HONG KONG

Customer Support Hours: 9:00 AM – 6:00 PM (Monday – Friday)