Refund policy

Refund and Returns Policy

This Refund and Returns Policy applies to all products purchased through the Clairndova website. Please read the following terms carefully before placing an order.

This policy explains our procedures and requirements for order cancellations, statutory withdrawal rights, returns, exchanges, defective products, incorrect orders, refunds, and return shipping costs. Where applicable, your statutory consumer rights remain unaffected by the terms of this policy.

1. Order Cancellation Before Shipment

If your order has not yet been shipped, you may request to cancel the order.

Once we confirm that the cancellation has been successfully completed, we will provide a full refund. The refund will be issued to the original payment method used for the purchase. The time required for the refunded funds to appear in your account depends on the processing time of your bank, card issuer, or payment service provider.

We recommend submitting a cancellation request as soon as possible because an order that has already been shipped may no longer be eligible for cancellation.

2. Statutory Right of Withdrawal — 14-Day No-Reason Return

Under applicable consumer protection laws, consumers in certain regions, including consumers to whom applicable European Union consumer protection regulations apply, may have a statutory right of withdrawal.

Where this statutory right applies, consumers may decide to withdraw from the purchase contract and request a return within 14 days from the date they receive the goods, without providing a reason and without obtaining our prior approval.

If you wish to exercise this statutory right of withdrawal, you must send us a clear notice of your decision to withdraw within the applicable 14-day period by email or through another valid contact method.

Your withdrawal notice should include the following information:

  • Order number

  • Consumer's name

  • Contact information

  • Information identifying the product or products to be returned

  • A clear statement expressing your decision to exercise your statutory right of withdrawal

After we receive a valid withdrawal notice, the consumer must return the goods within 14 days after notifying us of the decision to withdraw.

Requirements for Returns Under the Statutory Right of Withdrawal

When exercising a statutory right of withdrawal:

  • The product should remain in good condition and should only have been handled to the extent necessary to establish the nature, characteristics, and functioning of the product.

  • The product must not show obvious signs of use, stains, damage caused by the consumer, or other conditions that affect its resaleability.

  • Customers are advised to retain and use the original packaging when returning the product to provide adequate protection during transportation.

  • All accessories, instructions, warranty documents, labels, and other items supplied with the product must be returned together with the product.

If the value of the product has decreased because the consumer has handled or used the product beyond what is necessary to establish its nature, characteristics, and functioning, we may adjust the refund amount accordingly to the extent permitted by applicable law.

3. 30-Day Return and Exchange Service

In addition to the statutory 14-day right of withdrawal described above, Clairndova provides a 30-day return and exchange service.

Customers may submit a return or exchange request within 30 days after receiving the product.

Customers must contact us by email and provide the following information:

  • Order number

  • Product information

  • Reason for the return or exchange

  • Necessary product photographs or other relevant supporting evidence, where applicable

All requests submitted under our 30-day return and exchange service are subject to review and confirmation by our customer service team.

The 30-day return and exchange service is an additional service provided by Clairndova and does not limit or replace any statutory consumer rights that apply to the customer.

4. Product Defects or Incorrect Orders

If a customer receives a home furniture product with a quality issue or an incorrect product, the customer may contact us for assistance.

Examples of product or order problems include:

  • Cracks appearing in wooden parts of the furniture

  • Manufacturing defects that affect the normal use of the product

  • Receiving the wrong model, color, or size

Depending on the specific circumstances, the customer may request:

  • A full refund; or

  • A free replacement with the correct product

For returns resulting from product quality issues or errors attributable to the order fulfillment process, we will bear the applicable return shipping costs.

5. Return and Exchange Requirements

All returned products should meet the following requirements:

  • The product remains in good condition.

  • The product should not show obvious signs of use beyond normal inspection of the product.

  • The product must not have stains, damage caused by the customer, or other conditions that affect its resaleability.

  • Product labels must remain intact and must not have been removed or torn off.

  • All accessories, instructions, warranty documents, and related items must be returned completely.

Customers are advised to retain the original packaging. If the original packaging is not available, the customer must ensure that the product is adequately protected during transportation to help prevent further damage.

6. Refund or Exchange Request Process

Step 1: Submit a Request

Customers should contact us by email and provide the following information:

  • Order number

  • Detailed product information

  • Reason for the request, such as dissatisfaction with the design, incompatibility with the customer's interior style, product quality issues, or another applicable reason

  • Necessary photographs or other supporting documentation

Providing complete and accurate information can help us review and process the request more efficiently.

Step 2: Order and Product Review

After receiving the request, our customer service team will review the information provided. The review may include:

  • Verifying the authenticity and details of the order

  • Confirming whether the purchase date falls within the applicable return, exchange, or withdrawal period

  • Checking whether the condition of the product meets the applicable return requirements

  • Evaluating whether the product has an actual defect or whether an incorrect product was delivered

After the review is completed, we will notify the customer of the processing result by email or telephone.

Step 3: Return the Product After Approval

If the return request is approved, we will provide the appropriate return address by email.

Because the applicable product category and warehouse address may vary, customers should not send products back without first receiving confirmation from our customer service team.

When returning a product, please ensure that:

  • Appropriate protective materials are used to package the product and help prevent further damage during transportation.

  • Return or exchange information is included with the shipment, including the order number, product details, and reason for the request.

  • A trackable shipping method is used so that the return shipment can be monitored.

If a return label is included inside the product package, please use the provided label to complete the return process whenever possible. If the return label has been lost or cannot be used, please contact our customer service team promptly for assistance.

7. Refund Processing

After we receive the returned product, we will inspect its condition.

Once we confirm that the returned product meets the applicable refund requirements, the refund will be processed using the original payment method used by the customer when making the purchase.

Refund eligibility may depend on the applicable return conditions, statutory consumer rights, and the condition of the returned product.

8. Refund Method and Processing Time

Refund Processing Time

Refunds will generally be processed within 1–5 business days after we receive and confirm the returned product.

This processing period refers to the time required for us to process the refund. The time required for the refunded funds to actually appear in the customer's account may vary depending on the customer's bank, credit card company, or payment service provider.

Refund Method

Refunds will be issued to the payment method originally used for the purchase. Using the original payment method helps maintain transaction security and traceability.

The actual time required for the funds to become available may vary depending on the processing procedures of the relevant bank, credit card issuer, or payment service provider.

9. Return Shipping Cost Policy

9.1 Returns for Reasons Attributable to the Consumer

If the reason for the return includes, but is not limited to:

  • The customer does not like the product

  • The product design does not meet the customer's expectations

  • The product does not match the customer's interior style

  • The customer purchased the wrong product

The return shipping costs are generally the responsibility of the consumer.

We do not charge an additional return processing fee.

Any statutory consumer rights that apply to the customer remain unaffected by this provision.

9.2 Seller Error or Product Defect

If:

  • We send the wrong product

  • The product has a manufacturing defect

  • The product is damaged during transportation

We will bear the applicable return shipping costs and, depending on the circumstances, provide:

  • A full refund; or

  • A free replacement service

Customers should contact us and provide the relevant order information and supporting photographs or documentation where applicable so that we can review the issue and determine the appropriate resolution.

9.3 Damage Caused by the Consumer

If a product is damaged because of improper use, incorrect installation, unauthorized modification, or other damage caused by the consumer, and the product cannot be restored to a resalable condition, we may be unable to provide a refund or exchange.

The final determination will be based on the condition of the product, the circumstances of the damage, and applicable law.

10. Contact Us

If you have any questions or concerns regarding refunds, returns, exchanges, statutory withdrawal rights, defective products, incorrect orders, or return shipping costs, please contact us using the information below.

Business Name: Clairndova

Email: assist@clairndova.com

Phone: +1 509-795-1698

Address: 6616 N Addison St #B101, Spokane, WA 99208, United States

Business Hours: Monday to Friday, 9:00 AM–6:00 PM (Central European Time)

Our customer service team will make reasonable efforts to assist you with your request and provide information regarding the applicable return, exchange, and refund procedures.