Refund policy
We want you to be happy with what you ordered. If you are not, you have 30 days from the day you receive your item to request a return.
To be eligible for a return, your item must be in the same condition you received it — unworn or unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
To start a return, email us at support@cleoramarket.com with your order number. We will confirm the return and send you instructions for where to send your package.
Returns are sent to:
Cleora
Planetvägen 115
761 64 Norrtälje
Sweden
Please request a return before sending anything back. Items sent to us without a confirmed return request cannot be accepted, because we have no way to match the parcel to your order.
Your right to cancel — 14 days
If you are ordering as a consumer in the EU, you have the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. This is in addition to, and separate from, our 30-day return policy above. To use this right, tell us clearly that you are cancelling — an email to support@cleoramarket.com is enough. You then have 14 days to send the goods back. The item must be in the same condition you received it.
Where you cancel under this right, we refund all payments received from you, including the standard delivery cost, within 14 days of receiving the returned goods back.
Faulty, damaged or wrong items
Please check your order when it arrives and contact us straight away if the item is defective, damaged, or not what you ordered. Send a photo if you can — it lets us resolve things without sending the item back. If an item is faulty or we sent the wrong thing, we cover return shipping and you get a replacement or a full refund, whichever you prefer.
Under the Swedish Consumer Sales Act, you have the right to complain about a faulty product for up to three years from delivery. This right applies regardless of our 30-day return window and is not affected by anything in this policy.
Return shipping costs
If you are returning an item because you changed your mind, you pay the return shipping. If the item is faulty, damaged, or incorrect, we pay it.
Items that cannot be returned
Some items cannot be returned once opened or used: perishable goods, personalised or custom-made products, sealed personal care and hygiene products where the seal has been broken, and hazardous or flammable materials. Gift cards cannot be returned. If you are unsure whether your item qualifies, ask us before you order and we will tell you.
Exchanges
The quickest way to get the item you want is to return the one you have and place a new order once your return is accepted. That way you are not waiting on two shipments in sequence.
Refunds
We will let you know once we have received and inspected your return, and whether the refund was approved. If approved, the refund goes back to your original payment method within 10 business days. Your bank or card issuer may take a few additional days to post it to your account.
If more than 15 business days have passed since we approved your refund and you still have not seen it, contact us at support@cleoramarket.com and we will chase it.
If we cannot agree
If you are unhappy with how we have handled a complaint, you can refer the matter free of charge to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, Sweden — www.arn.se. We follow ARN's recommendations.
Questions about returns or refunds: support@cleoramarket.com