Refund policy
If you have questions about a return, refund, or order cancellation, please contact us at support@theclustrs.com and include your order number.
Order Processing and Cancellation
Standard orders are normally processed and packed within 2–3 business days.
For a standard order, you may request cancellation within 24 hours after placing your order. We can cancel the order if we receive your request within this 24-hour period and the order has not shipped. Once an order has shipped, please follow the return process below. Any longer cancellation or withdrawal rights provided by applicable law remain unaffected.
Pre-orders may be cancelled before shipment under our Purchase Options Cancellation Policy.
For personalized or custom-made products, please contact us as soon as possible. A cancellation request can be accepted only if production has not started and the order has not shipped. Where applicable law provides otherwise, your statutory rights remain unaffected.
Return Period
For eligible products, you may request a return within 14 days after delivery. Please email support@theclustrs.com within this period. Where applicable law calculates the period from delivery of the last item in an order, that rule applies.
We do not offer direct exchanges. If you would like a different product, please return the eligible item for a refund and place a new order after the refund has been processed. New orders are subject to product availability and current prices.
Limited Edition and Custom Products
Limited Edition products are final sale and are not eligible for change-of-mind returns, except where a return is required by applicable law. This does not affect your rights if a Limited Edition product is defective, damaged, or incorrect.
Personalized or custom-made products are not eligible for change-of-mind returns once production has started, where this exclusion is permitted by applicable law. This does not affect your rights if the product is defective, damaged, or incorrect.
Damaged, Defective, Missing, or Incorrect Items
Please inspect your order after delivery. If an item is damaged, defective, missing, or different from what you ordered, contact us promptly at support@theclustrs.com. Include your order number, a description of the issue, and clear photos of the item and packaging where relevant.
Please report shipping damage within 48 hours where possible so we can investigate with the carrier. This request does not limit any rights you have under applicable law.
If we confirm that the problem was caused by us or by the delivery service arranged by us, you will not be responsible for the necessary return shipping or replacement shipping costs. Contact us before sending the item so we can provide instructions. We do not provide prepaid return labels; we will explain how reasonable return shipping costs will be covered or reimbursed.
Depending on the issue and applicable law, we may offer a replacement, refund, or another appropriate remedy.
Return Shipping Costs
If the return is due to a change of mind or another reason caused by the consumer, you are responsible for arranging and paying the return shipping. You may choose the carrier and service. We do not provide prepaid return labels for these returns. The return address is listed below; please contact us before shipping to confirm the complete recipient and delivery details.
If the return is caused by the consumer, the consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Original delivery charges will be refunded where required by applicable law. Where a legal right of withdrawal applies, the refund of delivery charges may be limited to the least expensive standard delivery option offered.
How to Request and Send a Return
1. Email support@theclustrs.com with your order number, the product you wish to return, and the reason for your request. For damaged, defective, or incorrect items, include photos where possible.
2. Our support team will reply with return instructions. The return address is: Shengkang Industrial Park, Zhenlong Town, Huiyang District, Huizhou, Guangdong Province, China. Before shipping, confirm the complete recipient and delivery details with us. Do not use the address on your original shipping label.
3. Pack the product securely, including its accessories and included items. For glass products, use the original protective packaging where possible, or equivalent protective materials and a sturdy outer box.
4. Include a note inside the parcel with your order number and the return reason.
5. Keep your proof of postage and tracking information, and send the tracking number to our support team if available.
Please contact us before sending a return. Contacting us within the applicable return period notifies us of your request; your statutory rights are not lost while you wait for our reply.
Refund Method and Timing
Approved refunds will be sent to the original payment method used at checkout.
After we receive a returned item, we will inspect it. If the return is approved, we will initiate the refund within 3 business days of receiving the item. Where applicable law requires a different deadline, we will follow that deadline. If the law allows us to wait until the returned item or proof of shipment is received, we may do so.
After we initiate the refund, it typically takes an additional 2–7 business days for the funds to appear in your original payment account. The exact timing depends on your bank or payment provider. We will email you when the refund has been initiated. If the refund has not appeared 7 business days after our confirmation, please contact support@theclustrs.com.
Orders Lost in Transit
If your order has not arrived or tracking shows a delivery problem, contact us with your order number. We will investigate with the carrier and arrange an appropriate solution in accordance with applicable law.