Clairisée Returns and Exchange Policy
Please read this information carefully to avoid any misunderstandings.
Stay calm, we are here to assist you!
Before returning a product for exchange or refund, we recommend that you contact our Customer Service via email at help@theclairisee.com. Our team will guide you through the process.
Return Policy:
Right of Withdrawal:
If you made a purchase on the website theclairisee.com, received the product in perfect condition, but are not satisfied, you can request to cancel your purchase by contacting our Customer Service at help@theclairisee.com.
However, please adhere to the following rules:
• Withdrawal Period:
In accordance with the Consumer Code, the customer has a period of 7 (seven) calendar days from receipt of the product to exercise the right of withdrawal.
Note: The right of withdrawal is a reflection period to protect the consumer from aggressive sales practices and from purchasing a product they could not inspect beforehand. However, this right does not authorize extended use of the product.
The cancellation request must be communicated immediately to the supplier, following these guidelines:
• The product must be returned by mail to the address provided by our support.
• The product must be in its original packaging, along with all manuals.
• The product must be accompanied by proof of purchase.
• The product must show no signs of use.
Note: Products that do not meet these conditions will not be accepted and will be returned to the sender.
Refund:
• Credit card: The refund may appear within 2 billing cycles.
• Note: Refunds will only be processed after the product is received and verified at our Distribution Center (the product must show no signs of use).
Reminder: Any cancellation request must be communicated to our Customer Service before returning the product, with a letter explaining the reason, attached to the package. Non-compliant requests will not be accepted.
Exchange Policy:
Clothing and Shoes:
We do not accept exchanges for incorrect sizes. We provide accurate measurements (in centimeters) to avoid any selection mistakes. According to the Consumer Code, Article 18, merchants are not legally obligated to accept exchanges due to reasons such as color, size, or model, except in the case of a product defect.
Defective Products:
• Product with a presumed manufacturing defect:
Products sold on the Clairisée website come with a 90-day warranty against manufacturing defects.
How to request a defect assessment:
• The product must be returned by mail to the address on the purchase label.
• The product must be returned in its original packaging.
• Proof of purchase must be included in the package.
• A written note explaining the presumed defect, how the product was used, and the frequency of use must be included.
Note: Products that do not meet these conditions will not be accepted for analysis and will be returned to the sender.
Defect Assessment:
The evaluation will be carried out by our suppliers, who will provide a final report.
Average processing time: 15 working days after receiving the product.
Favorable Report for Exchange:
• The customer will receive a replacement product at no extra cost.
• If the requested model is out of stock, the customer will be informed and can choose another model on the site, within the value of the returned product.
• If the selected product is more expensive, the customer will need to pay the price difference.
Unfavorable Report for Exchange:
• The product will be returned to the customer with a letter explaining the reason for refusal, with no possibility of replacement.
Reasons for Refusal:
• No defect found.
• Signs of improper use.
• Accidental damage.
• Normal wear and tear from use.
• Improper washing.
Automatic Order Cancellation by Clairisée:
Order cancellation and the release of purchased products will be automatically processed in the following cases:
• Failure to charge the purchase amount to the credit card.
• Incorrect or incomplete information in the order.
• Out of stock.
Refunds by Clairisée:
Refunds will be processed in the following cases:
• Failure to deliver the order due to an incorrect or inaccessible address.
• Product out of stock after purchase. In this case, the refund will be processed via the same payment method used at purchase, and the customer will be informed.
Return and Refund Costs:
• Defective product → Return shipping covered by the store.
• Product without defects → Return shipping covered by the customer.
• Exchange due to customer error → Return shipping covered by the customer.
• Exchange due to wrong product received → Return shipping covered by the store.
Clairisée Team