Política de reembolso
Last updated: September 7, 2026
We want you to feel confident shopping with Clouvelle. Please review the following conditions before requesting a return.
Return Window
You may request a return within 7 days of delivery. To begin a return, email contact@clouvelle.com with your order number and reason for the request.
Returns sent without prior authorization may not be accepted.
Return Eligibility
To qualify for a return, the product must be:
- Unused and unopened
- In its original sealed packaging
- In the same condition in which it was received
- Accompanied by proof of purchase
Because face towels are personal hygiene products, packages that have been opened or had their protective seal removed cannot be returned for reasons related to preference or change of mind.
Change-of-Mind Returns
Unopened products may be returned within 14 days of delivery.
For returns caused by a change of mind, customer preference, or an accidental purchase, the approved return value will be issued only as Clouvelle store credit. These returns will not be refunded to the original payment method.
Customers are responsible for return shipping costs. Original shipping charges are nonrefundable. Clouvelle does not charge a restocking fee.
Damaged, Defective, or Incorrect Products
If a product arrives damaged, defective, or incorrect, contact us within 7 days of delivery and include your order number and clear photographs of the product, packaging, and shipping label.
After reviewing the request, we will offer a replacement or a full refund to the original payment method. Clouvelle will cover any required return shipping costs.
Refund Method
The refund method depends on the reason for the return:
- Damaged, defective, or incorrect product: Full refund to the original payment method or a free replacement.
- Change of mind, customer preference, or accidental purchase: Store credit only.
Store credit will be emailed after the eligible return is received and inspected. Refunds to the original payment method are normally processed within 10 business days after approval.
Damaged, Defective or Incorrect Products
Please inspect your order after delivery. If an item arrives damaged, defective, or incorrect, contact us within 7 days of delivery.
Include:
- Your order number
- A description of the problem
- Clear photographs of the product, packaging, and shipping label
After reviewing the request, we will offer an appropriate replacement or a full refund. If a return is required, Clouvelle will provide return instructions and cover the return shipping cost.
Nonreturnable Products
We cannot accept returns for:
- Opened or unsealed face-towel packages
- Used products
- Products damaged after delivery through misuse or improper handling
- Gift cards
- Items clearly marked as final sale
These restrictions do not apply when a product arrives damaged, defective, or incorrect.
Return Instructions
After approving your request, we will email the return address and shipping instructions.
Please securely package the item and send it using the authorized return instructions. Do not send products back before receiving approval.
Refunds
We will inspect your return after it arrives and notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or card provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved, contact contact@clouvelle.com.
Exchanges
We do not offer direct exchanges for change-of-mind returns. You may return an eligible unopened product and place a new order.
For damaged, defective, or incorrect products, we may offer a replacement at no additional cost.
Order Cancellations
Contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation after an order has entered processing or shipped.
If the order has already shipped, it must be delivered before an eligible return can be requested.
Contact Us
Clouvelle
Operated by Smart Pursue LLC
Email: contact@clouvelle.com
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