Exchange and Store Credit Policy

INDIA

Exchanges & Store Credit

At CLÉI, every piece is crafted with exceptional care and designed to be enjoyed for years to come. We want every piece to feel exactly right — and if it does not, our Client Care team is here to help you find what does.

Please read this policy carefully before reaching out to us.

How It Works

Within 14 days of delivery, you may request an exchange or store credit in the following circumstances:

• We sent you the wrong piece, colour or style — we will make it right.
• You would prefer a different style — subject to availability, we will help you find something you love.
• You would prefer to choose another piece at a later date — we will issue store credit for you to use at your convenience.

If there is any other concern with your piece, including a quality issue or manufacturing defect, please contact us directly with photographs. We will review each case individually and work with you to resolve the matter appropriately, which may include a replacement, store credit, or refund where required by law.

If a piece needs to come back to us, CLÉI will arrange pickup and cover the cost.

Piece Condition

To be considered for an exchange or store credit, each piece must be:

• Unused and in its original condition.
• Complete with all original tags, authenticity labels and security tags intact.
• Packed in its complete original packaging — dust bag, box, shaper, butter paper and care card.
• Accompanied by the original order confirmation.

Pieces that arrive incomplete, altered or showing signs of wear cannot be accepted. In such instances, the piece will be sent back to you and the exchange or store credit request will be declined.

Exchanges

Subject to availability, you may exchange your piece for a different colour or style within 15 days of delivery. Any difference in value will be settled prior to dispatch.

Each piece may be exchanged once only. The 15-day eligibility period is calculated from the original delivery date and does not restart following an exchange.

Once your original piece has been received and approved, your replacement will be dispatched within 10–15 business days, subject to style availability.

Store Credit

Where store credit is the right outcome for your request, we will confirm the details with you directly. Store credit will be issued to your account within 5–7 business days of the piece being received and approved.

Store credit is valid for six months from the date of issue, is personal to your account, and is non-transferable. Store credit that is not redeemed within six months will lapse and cannot be reinstated.

Exceptions

The following are not eligible for exchange or store credit:

• Pieces purchased during a promotional sale or designated as final sale at the time of purchase.
• Pieces made to bespoke or custom specifications.
• Pieces missing original tags, security tags or packaging.
• Requests raised more than 15 days after delivery.

CLÉI reserves the right to review and decline requests that do not meet the conditions outlined in this policy.

A Note on Natural Materials

CLÉI pieces are made from premium materials that carry natural variations in grain, texture, finish and colour. These are the marks of genuine craftsmanship, not imperfections. Minor differences from product imagery due to lighting, screen calibration or natural material character do not constitute grounds for an exchange.

Speak to Us First

If you have any questions about a piece — its materials, dimensions, colour, or how it wears — we warmly encourage you to reach out before making a decision. In many cases, a conversation with our Client Care team is all it takes.

A Few Things to Know

As each piece is crafted to order, cancellations may only be requested before production begins. Please contact our Client Care team as soon as possible — requests are reviewed individually.

Grievance Officer

Grievance Officer: DEVENDRA PRATAP

Email: devendra.p@ozone-india.com

Phone: +91 93199-96269

We will acknowledge any grievance within 48 hours and resolve it within one month.

This policy reflects CLÉI's commitment to client care. It does not affect your rights under Indian law.

Client Care

We are always here to help.

Email: care@theclei.com

Phone: +91 93118-99639

Operation Timing: Monday–Saturday, 10:00am–7:00pm IST

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INTERNATIONAL

International Orders

At CLÉI, every piece is crafted with exceptional care and designed to be enjoyed for years to come. As international orders are dispatched directly from India, we are unable to offer the same exchange and store credit options available within India.

How It Works

International orders are considered final sale. Exchanges and store credit are not available for orders delivered outside India.

If your piece arrives with a manufacturing defect, please contact our Client Care team within 7 days of delivery, together with clear photographs of the concern. We will review each case individually. Nothing in this policy limits or excludes any statutory rights you may have under the mandatory consumer protection laws of your country of residence.

Quality Concerns

To report a quality concern, please write to us with your order number and provide clear photographs — and, where relevant, a short video — showing the issue.

Where a manufacturing defect is confirmed, CLÉI will arrange collection of the piece at our cost, where feasible, and will work directly with you to resolve the matter.

A Note on Natural Materials

CLÉI pieces are made from premium materials that carry natural variations in grain, texture, finish and colour. These are the marks of genuine craftsmanship, not imperfections. Minor differences from product imagery due to lighting, screen calibration or natural material character do not constitute grounds for a claim.

Customs & Duties

International orders may be subject to customs duties, import taxes and other charges levied by the destination country. These charges are the responsibility of the customer and are not included in the order value.

Should a customer refuse to pay applicable customs duties or import charges, CLÉI cannot accept responsibility for any resulting delays, additional shipping charges or non-delivery.

A Few Things to Know

As each piece is crafted to order, cancellations may only be requested before production begins. Please contact our Client Care team as soon as possible — requests are reviewed individually.

Client Care

We are always here to help.

Email: care@theclei.com

Phone: +91 93118-99639

Operation Timing: Monday–Saturday, 10:00am–7:00pm IST