Refund policy

Last updated: September 12, 2026

At CLEORA, we want you to feel confident when placing an order. If you change your mind or experience an issue with your purchase, this policy explains your return and refund options.

1. Return Window

You may request a return within:

15 calendar days from the date your order is delivered

To request a return, please contact CLEORA within this 15-day period.

Return requests submitted after the 15-day window may not be eligible unless the product is defective, incorrect, materially non-conforming, or another legal right applies.

2. Return Eligibility

For a standard change-of-mind return, the product must generally be:

unused;
uninstalled;
in its original condition;
free from damage caused after delivery;
returned with all included components and accessories;
in its original packaging where reasonably possible.

Because shower products and filters come into contact with water and the body, products that have been installed or used may not qualify for a voluntary change-of-mind return.

This restriction does not apply where a product arrived damaged, defective, incorrect, or materially different from what was ordered.

3. How to Request a Return

Before returning any product, contact:

CLEORA Customer Care
Email: cleorabath.support@gmail.com
Phone: +1 (613) 439-1265

Please provide:

your order number;
your name;
the product you wish to return;
the reason for the return;
photographs or video where relevant.

Do not send a product back without first receiving return instructions from CLEORA.

The return address may differ from the address shown on the original shipping package.

4. Change-of-Mind Returns

If you no longer want the product, you may request a return within the 15-day return window.

The product must satisfy the return eligibility requirements above.

Once your return request has been reviewed, CLEORA will provide the applicable return instructions.

If return shipping is not covered for the specific return, any applicable return shipping responsibility will be explained before you send the item back.

5. Damaged Products

If your order arrives damaged, contact CLEORA as soon as reasonably possible after delivery.

Please provide:

your order number;
photographs of the damaged product;
photographs of the packaging where relevant;
a brief description of the issue.

After reviewing the claim, CLEORA may offer an appropriate resolution, including:

replacement;
replacement component;
partial refund;
full refund.

6. Defective Products

If the product does not function as reasonably expected according to the specifications displayed when you purchased it, contact CLEORA.

We may request photographs or video to help verify the issue.

Where the product is confirmed to be defective, CLEORA will provide an appropriate resolution.

7. Incorrect Product or Variant

If you receive the wrong:

product;
colour;
variant;
quantity;
package;
included component,

please contact CLEORA.

We will compare what you received with the order details and provide an appropriate resolution.

You will not be required to accept a materially different substitute product without your agreement.

8. Product Does Not Match the Description

The product delivered should materially conform to the specifications displayed at the time of purchase.

If the product is materially different from the description, specifications, selected variant, or included components, please contact CLEORA.

Depending on the circumstances, an appropriate resolution may include:

replacement;
return;
partial refund;
full refund.

9. Missing Components

If your order is missing a component that was specifically included in the product description, please contact us and provide:

your order number;
photographs of the package contents;
photographs of the packaging where appropriate.

CLEORA will review the order and provide an appropriate solution.

10. Return Shipping

Return shipping depends on the reason for the return and the return method available for the order.

If the return is caused by a product that arrived:

damaged;
defective;
incorrect;
materially non-conforming,

CLEORA will provide the appropriate instructions.

For voluntary change-of-mind returns, the customer may be responsible for return shipping unless CLEORA provides a prepaid return method.

Any applicable return-shipping responsibility will be communicated before the product is sent back.

11. Refund Approval

Once a returned product is received, CLEORA may inspect it where appropriate before approving the refund.

For claims involving damaged, defective, incorrect, or non-conforming products, CLEORA may approve a refund without requiring a physical return where appropriate.

You will be notified once your refund has been approved.

12. Refund Processing Time

Once a refund has been approved and issued by CLEORA, please allow:

Up to 10 business days

for the refund to be received on your original payment method.

The actual time may vary depending on your:

bank;
credit card issuer;
payment provider.

CLEORA does not control the processing time of your financial institution after the refund has been issued.

You will receive confirmation when CLEORA has issued your refund.

13. Original Payment Method

Approved refunds will be issued to the original payment method used to place the order whenever possible.

CLEORA generally cannot redirect a refund to a different card, account, or payment method.

14. Refunds Without a Return

In some circumstances, CLEORA may determine that returning the product is unnecessary.

We may provide an appropriate resolution without requiring the product to be returned.

Do not discard a damaged or defective product until CLEORA confirms that it is no longer required for the claim.

15. Lost or Undelivered Orders

Lost or undelivered orders are handled according to our Shipping Policy.

CLEORA remains responsible for the fulfillment of the order rather than requiring the customer to resolve the issue directly with the supplier or fulfillment provider. This is also consistent with the seller-responsibility requirement in the Bay’ Salam framework you are following.

Our current maximum delivery commitment is:

15 business days from order confirmation

If CLEORA cannot fulfill an undelivered order within the agreed delivery timeframe, you may choose to:

continue waiting for the original ordered product; or
cancel the undelivered order and receive a refund.

16. Product Unavailability

If the product or variant you ordered becomes unavailable before fulfillment, CLEORA will not automatically send a materially different substitute.

You may be offered the choice to:

wait for the original product where possible; or
cancel the affected order and receive a refund.

A materially different substitute will not be sent without your agreement.

17. Order Cancellations

If you wish to cancel an order, contact CLEORA as soon as possible after placing it.

We will attempt to cancel the order before fulfillment begins.

If the order has already entered fulfillment or has shipped, immediate cancellation may no longer be possible and the normal return process may apply after delivery.

This does not affect your rights where CLEORA is unable to meet the agreed delivery commitment.

18. Exchanges

CLEORA does not currently operate a separate automatic exchange program.

If you need a different colour or variant, please contact us and we will explain the available options.

For defective or incorrect products, CLEORA may provide a replacement where appropriate.

19. Items Not Eligible for Change-of-Mind Returns

The following may not qualify for a voluntary change-of-mind return:

products returned outside the 15-day return window;
installed or used shower heads;
used filter cartridges;
products damaged by the customer after delivery;
products missing essential components;
products materially altered after delivery.

This does not remove remedies for products that arrived defective, damaged, incorrect, or materially non-conforming.

20. Refund Fraud or Abuse

CLEORA reserves the right to review return and refund requests involving suspected:

fraud;
deliberately damaged products;
altered evidence;
repeated abusive claims;
unauthorized payment activity.

This does not affect legitimate customer claims or mandatory consumer rights.

21. Your Legal Rights

This policy is intended to explain CLEORA’s return and refund procedures.

It does not limit any non-waivable consumer rights available under applicable Canadian or provincial law.

Where applicable law provides greater protection than this policy, the applicable legal protection will apply.

22. Contact Us

For any return, refund, damaged product, incorrect order, or order-related issue, contact: