Refund policy

At clauna.com, we understand that sometimes a product may not be quite right for you. This policy outlines our procedures for returns and refunds to ensure a transparent and fair experience for all our customers.

1. Return Window

You have 30 calendar days from the date you receive your item to request a return. After 30 calendar days, we unfortunately cannot offer you a refund or exchange.

2. Refund Eligibility & Timeframe

Once your return is received and inspected, we will process your refund within 14 days.

Refund Method: All refunds are issued to the original payment method used during checkout.
Exchanges: We accept exchanges for different sizes or colors. Please contact us to initiate an exchange.

3. Return Eligibility Requirements

To be eligible for a return, your item must meet the following criteria:

The item must be in New Condition (unworn/unused).
It must be in its original packaging with all tags and labels attached.
You must provide a receipt or proof of purchase (Order Number).

4. Restocking Fee

We do not charge any restocking fees for returned items.

5. Return Shipping Costs

We accept returns for both defective and non-defective products. To make the process easy for you:

Return Label: A prepaid return label is included in the package with your order.
Fees: Return shipping is Free when using the provided label.

6. How to Initiate a Return

We aim to make the return process as straightforward as possible. Please follow these steps:

Submit Your Request Send an email to support@clauna.com. Include your Order Number (e.g., #CLA1234) and the reason for the return.
Await Review Our support team will review your request within 24 to 48 hours (Monday–Friday).
Package and Ship Securely pack the item in its original packaging. Attach the Free Return Label that was included in your original shipment. If you cannot find your label, contact us for a digital replacement.
Confirmation Once your return arrives at our New York warehouse, we will send you a "Return Received" email. The 14-day refund processing period begins from this date.

7. Return Methods

By Mail: All returns must be sent via mail using the provided return label. Clauna is not responsible for returns lost in transit if sent without a tracked service or our official label.

8. Return Address

Our return address will by provided on our return label.

9. Damaged, Defective, Incorrect, or Missing Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us within 48 hours of delivery. We will evaluate the issue and make it right immediately via a replacement or full refund at no extra cost to you.

10. Order Cancellation Policy

You may cancel your order within 24 hours of purchase for a full refund. Note that our order deadline is 7:00 PM EST (New York); orders placed before this time are processed the same day. If the order has already been processed, you must follow the standard return process.

11. Lost Parcel Policy

If your package is marked as "Delivered" but you have not received it, please contact us within 3 business days. We will assist in a carrier investigation. If the parcel is confirmed lost, we will issue a full refund or replacement.

12. Late or Missing Refunds

If you haven’t received a refund yet, please check your bank account, then contact your credit card company. If you’ve done this and still have not received your refund, contact us at support@clauna.com.

13. Policy Abuse & Fraud

We reserve the right to refuse a return if we detect patterns of policy abuse or fraudulent activity. To protect our community, we monitor return frequency and item condition.

14. Business & Contact Information

Store name: clauna.com

Email: support@clauna.com

Phone: +12569364046

Customer Support: Monday to Friday: 9:00 AM - 7:00 PM EST

Address: 181 Mercer Street, New York, NY 10012, United States