Refund policy

We want you to love your Clustrs products. If there is any issue with your order, please read the policy below and contact us at support@theclustrs.com.

 

1. Inspection Upon Delivery

Please inspect your order within 48 hours of delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This helps us quickly evaluate the issue and make it right.

● Reporting window for defects / damage / wrong item: within 48 hours of delivery

● Contact: support@theclustrs.com with your order number, photos/videos of the issue, and a brief description

 

2. General Return Window (Non-defective items)

We offer a 14-day return window for eligible products from the date of delivery.

For non-quality issues / change-of-mind returns:

● Items must be unused, unopened, and in original packaging, and must not affect secondary sale.

● The buyer is responsible for:

     · The original shipping cost, and

     · The return shipping cost (this amount will be deducted from your refund).

If the returned product is found to have no defects or issues, the customer is responsible for all shipping costs.

 

3. Custom & Limited Edition Products

Because of their special nature, the following rules apply:

Custom Products

Custom products cannot be cancelled or returned once:

● The artwork has been confirmed with our customer service andProduction has started.

● Custom products are non-refundable and non-returnable for:

     · Change of mind     

     · Personal preference (e.g. “I don’t like it anymore”, “the design is not what I imagined”)

● Only quality-related issues (defects, damage, wrong item) reported within 48 hours of delivery are eligible for replacement.

Limited & Numbered Editions

● Limited edition / numbered products are non-returnable for non-quality issues.

● For verified quality issues reported within 48 hours, we will repair, replace, or offer a suitable solution depending on stock availability.

 

4. Non-Returnable Items

The following items are non-refundable and non-returnable, except in cases of verified quality issues:

● Custom products

● Limited edition / numbered products (non-quality issues)

● Sale / special promotion items

● Gift cards

 

5. Bundles & Sets

For bundle or combo purchases (e.g. Black Friday bundles, product sets):

● Items in a bundle cannot be returned individually.

     · Example: you can't return only the skates, sleeve, or mouse pad from a bundle.

● Bundles/sets as a whole are not returnable for non-quality issues.

● For quality issues within the bundle:

     · We will repair/replace the defective item(s) according to our defective item policy below.

 

6. Defective, Damaged, or Wrong Items

The following are treated as defective item claims:

● Dead On Arrival (DOA)

● Manufacturing defects

● Wrong item shipped

● Shipping damage

Coverage & Reporting:

● Must be reported within 48 hours of delivery

● Email: support@theclustrs.com

● Please include:

     · Order number

     · Photos/videos of the product and packaging

     · Description of the issue

Resolution:

● If the product is confirmed defective within the reporting window:

     · We will replace the item (subject to stock availability)

     · We will cover the replacement shipping cost.

● If the product is defective / lost and out of stock:

     · We will provide a full refund for the affected item.

 

7. Lost Parcels

If your parcel is lost in transit:

● We will take responsibility for compensation once the carrier (DHL, FedEx, UPS, etc.) officially confirms the package is lost.

● If a parcel is lost or arrives severely damaged, we will:

     · Re-ship the order where possible.

     · If the product is no longer available or out of stock, provide a full refund.

 

8. How to Start a Return

To initiate a return (for eligible cases):

· Email support@theclustrs.com

· Include:

     a. Your order number

     b. The product(s) you wish to return

     c. The reason for return

     d. Photos/videos if there is a defect or damage

Please do not send any items back without contacting us first, as unauthorized returns may not be accepted.

 

9. Restocking & Condition of Returned Items

To qualify for a return, items must be:

· In their original packaging

· Free of visible signs of use, damage, or missing parts (unless they arrived that way)

Conditions That May Affect Your Refund

If the returned item:

· Has missing components

· Is damaged due to improper handling

· Shows clear signs of use

We may:

· Deduct a restocking fee, or

· Decline the refund if the product is no longer in resellable condition

 

10. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

· We will process the refund to your original method of payment within 10 business days.

Please note:

· Your bank or card issuer may need additional time to process and post the refund.

If your refund has been approved and you still haven’t received it after 15 business days, please contact us at support@theclustrs.com.

 

11.Customer Responsibilities

Incorrect Shipping Information

If a package is returned or refused due to incorrect or incomplete shipping information provided by the customer, additional shipping costs and possible deductions from the refund may apply.

Customs & Import Fees

Customers are responsible for any additional costs related to:

· Customs delays

· Import duties

· Storage fees are caused by refusal or lack of response to customs notifications.