Refund policy
Return & Refund Policy
At Clovia, customer satisfaction is important to us. Please read this policy carefully before placing an order.
By purchasing from Clovia, you agree to the terms outlined below.
1. General Policy
Due to the consumable nature of our products, we do not accept general returns or offer refunds for opened, used, or unwanted items.
However, we proudly offer a 365-Day Money-Back Guarantee under specific qualifying conditions described in this policy.
2. 365-Day Money-Back Guarantee
Our 365-Day Money-Back Guarantee applies exclusively in the following situations:
- The item arrives damaged or defective
- The package is lost or never delivered
- There is a verified issue confirmed by our support team via email
If your order qualifies under one of these conditions, please contact us at info@tryclovia.com within 365 days of the delivery date.
To review your claim, we may request:
- Your order number
- Photos or videos of the issue (if applicable)
- Additional information necessary to verify the claim
Once approved, Granata may provide one of the following remedies at our discretion:
- A replacement shipment
- Store credit
- A full or partial refund
3. Subscription Orders
For subscription purchases, the 365-Day Money-Back Guarantee applies only to the most recent billing and delivery cycle.
This means that once a new subscription payment has been processed and a new shipment has been fulfilled, previous subscription deliveries are no longer eligible for refund claims or guarantee coverage.
Example:
If you receive monthly subscription orders, only the latest delivered shipment is covered under the guarantee.
4. Returns & Exchanges
Because our products are consumable, we do not accept returns or exchanges for:
- Opened products
- Used products
- Unwanted orders
- Taste or preference-related concerns
If there is an issue with your order, please contact our support team and we will work to resolve the matter appropriately.
5. Non-Eligible Refund Requests
Refunds, replacements, or credits will not be issued in the following cases:
- Requests without a verified issue
- Claims submitted after the applicable guarantee period
- Incorrect shipping information provided by the customer
- Delivery delays caused by carriers, customs, or external factors outside our control
- Orders marked as delivered by the shipping carrier unless verified otherwise by our support team
- Abuse, fraudulent claims, or suspicious refund activity
- Subscription deliveries older than the latest billing cycle
6. Lost or Delayed Packages
If your package appears lost or has not arrived within the estimated delivery timeframe, please contact us at info@tryclovia.com.
We will investigate the issue with the shipping carrier and work toward an appropriate resolution.
7. Chargebacks & Disputes
We encourage customers to contact our support team before initiating a chargeback or payment dispute.
Opening fraudulent or unjustified chargebacks may result in suspension of future purchases and additional investigation.
8. Contact Information
For all refund, guarantee, shipping, or order-related inquiries, please contact:
Clovia Support
📧 info@tryclovia.com
We are committed to providing fair support and the best possible customer experience.