30-day return request window
You may request a return within 30 days of delivery. A return request does not automatically guarantee approval; the item must meet the eligibility requirements below.
Return eligibility
Eligible items must be unused, in their original condition, complete with all included parts, and returned in the original packaging. We may decline a return if an item shows wear, moisture, dirt, odor, misuse, missing parts, or damage that occurred after delivery.
How to start a return
Contact Clenz through the store contact form and include your order number, the item you want to return, and the reason for the request. Wait for return instructions before sending anything. Do not mail a return to the address printed on the original package, because that address might not be an authorized return location. Returns sent without approval may not be accepted or refunded.
Damaged, defective, or incorrect items
Inspect your order when it arrives. Contact us within 7 days of delivery if an item is damaged, defective, or different from what you ordered. Include clear photos of the item, packaging, and shipping label. When the issue is verified, Clenz will review the order for an appropriate replacement or refund.
Wrong plug, color, or change of mind
Selecting the wrong plug type, color, or other available option is not considered a product defect. These items may still qualify for return when requested within 30 days, but they must remain unused and in their original condition and packaging. The customer is responsible for return shipping in these cases.
Bundle returns
For a full refund of the Clenz Complete Shoe Care Kit, all components included in the bundle must be returned together and meet the return conditions. If Clenz approves a partial bundle return, the refund may be adjusted to account for the regular price of the item or items kept and the loss of the original bundle discount.
Non-returnable items
Items used inside footwear, products damaged after delivery, items missing parts or packaging, and items clearly marked final sale are not eligible for return unless they arrived defective or incorrect. This restriction helps protect product hygiene and safety.
Order changes and cancellations
Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee a cancellation, address change, or option change after processing begins. If an order has already shipped, the regular return requirements apply.
Return shipping
Customers are responsible for return shipping unless the item arrived damaged, defective, or incorrect and Clenz approves another arrangement. Original shipping charges are non-refundable. We recommend using a trackable return method because Clenz cannot refund a return that does not arrive at the authorized return location.
Refunds
After an approved return is received and inspected, we will notify you of the decision. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional business days to post the funds. Clenz cannot control processing time after a refund has been submitted.
Shipping problems
Delayed, stalled, lost, or marked-delivered packages are handled under our Shipping Policy. A shipping investigation may be required before a replacement or refund can be approved.