Returns and refunds policy

Last updated: July 20, 2026

At Klevuno, we want you to be satisfied with your purchase. This policy explains how to request a return, report an issue, and receive a refund.

Right of withdrawal — 14 days

Under the legislation applicable to distance purchases, the customer has 14 consecutive days after receiving the order to communicate their intention to cancel the purchase, without needing to provide a reason.

To exercise this right, please contact us via the form available on the Contact page, providing:

name used for the order;
order number;
product you wish to return;
clear statement that you wish to cancel the purchase.

Once we receive the request, we will send you the correct instructions and address for the return.

Do not send the product to the supplier, the carrier, or any other address without first receiving our instructions.

Return conditions

The product must be returned:

complete and with all accessories received;
preferably in its original packaging;
without signs of use beyond what is necessary to verify its nature, characteristics, and functioning;
accompanied by proof of purchase.

The customer may inspect the item in the same way they would in a physical store. If there is excessive use or handling, the corresponding depreciation value may be deducted from the refund.

Return costs

When the return is due to a change of mind within the 14-day period, the direct costs of the return shipment are borne by the customer.

If the product is damaged, defective, or incorrectly sent, Klevuno will assess the situation and cover the necessary costs for its resolution.

We recommend using a tracked shipping method. Klevuno is not responsible for returns lost during transport arranged by the customer.

Damaged, defective, or incorrect products

Check your order as soon as you receive it.

If the item is damaged, defective, or different from what was ordered, please contact us immediately via the Contact page.

For us to analyze the situation, it may be necessary to send:

photos or video of the product;
photos of the packaging;
order number;
description of the problem.

After analysis, we may propose replacement, repair, price reduction, or refund, depending on the situation and applicable legal rights.

Exceptions to the right of return

Unless the product is defective or non-compliant, returns may not be accepted for:

personalized products or products made to customer specifications;
perishable products;
sealed products that cannot be returned for reasons of hygiene or health protection once unsealed;
digital content whose supply has begun with the customer's prior consent and acknowledgment of the loss of the right of withdrawal;
other products covered by a legal exception.

If you have any doubts about a specific item, please contact us before completing your purchase.

Exchanges

We do not offer direct exchanges.

To obtain a different color or variant, you must request a return of the received product and, after the return is accepted, place a new order.

Refunds

Once we receive and inspect the returned product, we will notify you if the refund has been approved.

Where applicable, the refund will be processed using the same payment method used for the purchase, without additional costs to the customer.

When exercising the right of withdrawal, the refund includes the product price and the cost of the standard delivery method initially chosen. Additional costs resulting from choosing a more expensive delivery method are not refundable. Klevuno may wait for the returned product or proof of its shipment before issuing the refund.

Once issued by Klevuno, the amount may take a few business days to appear in the account, depending on the bank or payment provider.