Clairisée Refund Policy
Our primary commitment is your complete satisfaction. If you purchased a product from our online store and find a manufacturing defect upon receiving it, we guarantee your right to an exchange or a refund according to the conditions outlined below:
1. Dissatisfaction with the product: Within 7 (seven) calendar days from receipt.
2. Defective product: Within 30 (thirty) calendar days from receipt.
(In cases of defects such as a damaged glass or screen, visible scratches, or missing parts, the customer is entitled to a warranty if they contact us within a maximum of 24 hours of receiving the product, providing photos of the received package. If the customer contacts us after 24 hours, the issue will be considered due to misuse.)
How to Request an Exchange or Refund
The first step to request an exchange or refund is to contact our Customer Service.
Our team will guide you through the process of returning the product.
For a return due to dissatisfaction:
• The product must show no signs of use. In the case of watches, the bracelet should not have been adjusted (e.g., links removed).
• The product must be returned in its original condition, with the original packaging (including the shipping packaging with the label). If not, the refund or exchange will not be processed.
Once we receive the package, we will carry out an inspection to verify that the return conditions are met. After confirmation, our team will contact you, and you will have the option to:
• Exchange it for another product available in stock.
• Receive a refund for the amount paid for the products (shipping costs are non-refundable if the delivered product is in perfect condition and as described).
Warranty
All products from the store come with a 30-day warranty, starting from the date of receipt.
To activate the warranty, the customer must send us a video (no longer than 1 minute) demonstrating the issue, where the packaging of the received product (with the label) must also be visible. The presentation of the packaging is essential.
The customer can also prove the defect by sending clear photos of the issue, where the packaging must also be visible.
Note: Clairisée does not provide technical repair services and does not have authorized repairers. For any further questions, please contact our team for assistance.
IMPORTANT:
Our warranty does not cover aesthetic damage that occurs after purchase, such as broken or cracked screens, or any other similar issues.
The warranty also does not cover:
• Damages caused by liquids, such as submerging the product in water. While some products are water-resistant, each product has specific limits.
• Damages caused by attempts to repair or modify the product by you or third parties.
• Improper use of accessories.
• Defects or damages due to normal wear and tear, such as scratches on the screen or oxidation caused by the user’s uric acid.
• Acceptable battery life reduction.
• User resistance tests, such as testing the strength of the glass or the product’s water resistance, among others.
Rules for Return and Refund Costs:
• Defective product → Return shipping is covered by the store.
• Product without defects → Return shipping is covered by the customer.
• Exchange due to customer error → Return shipping is covered by the customer.
• Exchange due to incorrect product received → Return shipping is covered by the store.
Clairisée Team