Clevi Return and Exchange Policy - clevi

Clevi is committed to providing its customers with the best possible shopping experience. To ensure this, we have a clear return and exchange policy in place.

1. Return Period

• You have 30 days from the date of order receipt to initiate the return process.
• Do not hesitate to contact us during this period through our available communication channels.
• The Clevi team is keen to assist you and ensure your satisfaction with our services.

2. Return and Exchange Conditions

• Customers can return or exchange any product purchased from the Clevi online store or one of our branches within 30 days of receipt in Saudi Arabia, provided the following conditions are met:
• Submit a return request within 30 days of product receipt, including order information and receipt date.
• The product must be in its original condition with all its accessories and in its original packaging.
• The customer will be responsible for shipping and return shipping costs.
• Cash on delivery fees will not be refunded.
• The product will be collected by Clevi within 30 days of the return request date.
• The product must be packaged well before shipping.

3. Return Policy Exceptions

• The following products are not eligible for return or exchange:
• Prescription lenses made to order, unless there is an error in applying the measurements to the lenses.
• Contact lenses that have been opened or used.
• Sunglasses, blue light blocking glasses, and reading glasses with any scratches or damage to the lenses.
• Products purchased using insurance offers.

4. How to Return an Order

• Customers can request a return order through the following channels:
• Access the "Returns and Refunds" section in your account on our website.
• Send an email to customer service at [email protected].
• Contact customer service at 920020304.
• After requesting a return, a delivery partner will contact the customer to collect the order.
• Upon receiving the product, the Clevi team will inspect it to ensure it meets the return conditions.
• The customer will receive an email or SMS confirming receipt of the order or explaining the reasons for rejection if applicable.
• If the return request is accepted, we will process the refund or exchange request within approximately 7-15 business days.

5. Refund

• The amount paid will be refunded to the payment method used within 5 to 15 business days, according to Saudi Arabian banking regulations.
• The refund will be issued to the original payment method used during the purchase.
• If the payment was cash on delivery, the customer will be able to visit the company to receive the amount in cash. In case this is not possible, the customer will be required to provide Clevi with their bank details for bank transfer. The customer will be responsible for bank transfer fees in case of a refund.
• If the return request is rejected, the products will be returned to the customer with an explanation of the reason via email.

6. Returning Discounted Products

• Discounted products can be returned under the same conditions as regular products, but only the amount paid will be refunded. The refund does not include shipping, return shipping, or cash on delivery fees.
• Clearance sale items cannot be returned.

7. Delivery Attempts

• We will make at least three attempts to pick the order.
• If the customer is unable to deliver the order within the three attempts, we will have to cancel the return request.

8. Additional Information

• Customers can exchange the purchased product for a different product of the same or higher value, with the customer bearing the difference in price.
• The exchange or refund process will not begin until we receive the product.