Return Policy

Frequently asked questions about returns:

What period of time do I have to return a product?

As long as the product is in its original condition, you can return it within a maximum period of 30 days from the date you received it.

It is not necessary or mandatory, but if you include the reason for the return you will help us improve 😊

Can all products be returned?

Most products can be returned. But there are some that are excluded from the return policy due to their nature:

• Personalized products with logos, texts or images sent by the client (as indicated in Law 3/2014 on electronic commerce).
• Products used or with signs of tampering.
• Hygienic products (such as masks) that have been removed from their original packaging.
• Unique products in good condition that belong to a set or pack. These types of products must be returned together.

How do I request the return of the products?

There are different types of returns, in the following links you will find the steps to request the return according to your case:

• I want to return defective products
• Return a product with defects in the stamping

How and when will I receive my money back?

Once we have received the products you want to return, we will make the refund to the same payment method you used to pay for your order and we will send you a confirmation email.

Refunds are generally processed within 3 to 5 business days from when we receive the product. However, depending on your bank, the processing time may be longer.

Is it possible to return part of the products in my order?

Yes. In the case of returns that do not include the total of the products purchased, we will refund the amount of the returned product.

My product has defects in the stamping, what should I do?

How your logo will look on the product is something that concerns us. For this reason, we will always send you a digital sketch before starting your order. In it you will see the customization proposal and you can approve it or request modifications. This preliminary sketch is essential to avoid errors or unwanted problems in stamping.

Although it is rare, the stamping may have a defect. If this is your case, please follow the steps indicated to return a product with printing defects.

What is considered a defect in stamping?

Anything that does not correspond to what is defined in the previously approved digital sketch is considered a defect in the stamping.

In my stamped order, I have received fewer units than requested, what can I do?

Stamping is a process that involves machinery and artisan labor. If a small error is made during this process, there may be a variation of +/- 4% of the total units you have ordered from us. In this case, don't worry, we will refund the amount of these units.

Steps to return a product:

How to return a defective product:

Although this does not usually happen, if any of the products in your order have small defects, don't worry, we will take care of it!

Step 1. Contact the After Sales team:

Send us an email to i nfo@clewi.io adding the following information:

• Order number.
• Explanation of the defects you have found.
• Some images of the defect/s.

Step 2. Prepare the package for pickup:

We are in charge of picking up defective products with transportation at our expense. We require that, if possible, the package be packaged and well closed in its original packaging.

Step 3. We process your return and credit:

Once we have received the products and have checked them, we will proceed to make the payment. You can choose if you want to receive the full amount of the purchased product or a replacement of the products (as long as there is stock).

How to return a product with defects in the stamping:

If after receiving your products you have detected any defects in the stamping, do not worry, follow the following steps:

Step 1. Check the digital sketch:

We know that the printing of your product is very important. For this reason, we always send you a digital sketch before placing your order.

Before starting your return request, review the previous digital sketch to make sure that what you have detected is really an error and not something that was indicated in the sketch or document attached to the design that was previously sent to you by email.

Step 2. Contact us:

Send us an email to info@clewi.io adding the following information:

• Order number.
• Explanation of the defects in the printing that you have found.
• Some images of the defect/s in the stamping.

Step 3. Prepare the package for pickup:

We are in charge of picking up products with defects in the stamping with transportation at our expense. We require that, if possible, the package be packaged and well closed in its original packaging.

Step 4. We process your return and credit:

Once we have received the personalized products and have checked them, we will proceed to make the payment. You can choose if you want to receive the full amount of the purchased product or the replacement of personalized products (as long as there is stock).