Refund policy

Return & Refund Policy

At Cletya, your satisfaction is our priority. If your order does not meet your expectations, or if you receive a defective or non-conforming product, we do everything we can to resolve the situation quickly and without friction. This policy details your rights and our commitments regarding returns and refunds, as well as the cases in which a return is not possible or is at your expense.

cletya.com is operated by LUXA LIGHTING LLC, a company registered in New Mexico, United States.

⚠ Please Read Before Ordering

Two important rules determine return eligibility. We invite you to read them before confirming your order:

1. Made-to-order and customized products cannot be returned, exchanged or refunded. Any order manufactured or adjusted to your specifications (modified cable or rod length, specific dimensions, custom color, finish or any other personalized option) constitutes a final sale. This exclusion never applies in the case of a defective or non-conforming product (see Article 5).

2. Oversized products (any dimension of 60 inches / 150 cm or more): return shipping at your expense. For these products, in the case of a simple change of mind, return shipping costs are borne by the customer. They remain fully covered by Cletya in the event of a defect or non-conformity.

Article 1 — 30-Day Returns

You have 30 calendar days from the date of delivery of your order to notify us of your wish to return, exchange or be refunded, for any reason.

This period applies to all products eligible for return. It does not apply to made-to-order products, which are excluded from any change-of-mind return (see Article 3). After this 30-day period, returns can only be accepted under our defective or non-conforming product coverage (see Article 5).

To exercise this right, notify us before the deadline by email at contact@cletya.com, stating your order number and the products concerned.

Article 2 — Return Shipping Costs

Return shipping is covered by Cletya for the vast majority of our products, whatever the reason for the return (change of mind, non-conforming product, defect, order error). Once your request is approved, we send you a prepaid return label along with packing and drop-off instructions.

2.1 Exception — Oversized Products (dimension ≥ 60 inches / 150 cm)

Due to logistical constraints, products whose largest dimension is equal to or greater than 60 inches / 150 cm (large pendant lights, chandeliers and large floor lamps in particular) are subject to specific return conditions:

– Return due to change of mind: return shipping costs are borne by the customer. We will provide the return instructions and a cost estimate when processing your request.

– Return due to a defective or non-conforming product, or an order error: return shipping costs are fully covered by Cletya, with no advance payment on your part.

2.2 General Rule

For all other products, return shipping remains fully covered by Cletya, whatever the reason for the return. You have no costs to advance. The complete procedure is detailed in Article 4.

⚠ Never return a product without first receiving our instructions and, where applicable, your prepaid label. Any return made without Cletya's prior approval cannot be accepted.

2.3 Return Shipping Deadline — Label Validity

Once your return request is approved and your prepaid return label has been sent, you have 8 calendar days from the sending of that label to drop off your package with the carrier or at the indicated drop-off point.

After this 8-day period, the prepaid label is no longer valid and free return handling is no longer guaranteed: your return remains possible within the limits of this policy, but return shipping costs will then be at your expense. A new label, at your cost, may be offered.

We therefore recommend shipping your product as soon as you receive your label, to benefit from free returns and speed up the processing of your refund.

Article 3 — Products Not Eligible for Return

3.1 Made-to-Order and Customized Products

Products manufactured to your specifications or clearly personalized cannot be returned, exchanged or refunded. They constitute a final sale.

This includes, without limitation:

– Cable, rod or suspension length adjusted or extended on request

– Specific dimensions (custom size, particular cut)

– Custom color, finish or material

– Personalized engraving or marking

– Any other option configured by you at the time of ordering

By placing an order that includes any of these options, you expressly acknowledge that the product concerned is sold as a final sale.

3.2 Products Unsealed for Hygiene Reasons

Products unsealed after delivery that cannot be returned for hygiene reasons are also excluded from returns.

3.3 Mandatory Exception — Defect or Non-Conformity

A made-to-order or customized product with a proven manufacturing defect, material flaw or non-conformity with the order placed (wrong reference delivered, color different from the order, product damaged in transit, dimension not matching the order) entitles you to a return, exchange or full refund, without any limitation related to customization. Cletya covers all return shipping costs in this case.

This exception is mandatory: nothing in this policy limits the warranties and rights you have under applicable consumer protection law.

Article 4 — Step-by-Step Return Procedure

Step 1 — Start Your Request

Contact our customer service at contact@cletya.com, stating:

– Your order number (#XXXX format)

– The product(s) you wish to return

– The reason for the return: change of mind, defective product, non-conformity, order error, other

– Photos of the product if it is damaged or does not match your order

Our team acknowledges receipt of your request within 24 to 48 business hours and checks the product's return eligibility.

Important: your return label is valid for 8 days from the date it is sent. Drop off your package within this period to benefit from free returns. After this period, the label expires and return shipping costs will be at your expense (see Article 2.3).

Step 2 — Receive Your Return Instructions

Once your request is approved, we email you precise packing and drop-off instructions. For products eligible for free returns, a prepaid return label is attached. For oversized products (≥ 60 inches / 150 cm) returned due to a change of mind, we provide the return instructions and the cost at your expense (see Article 2.1).

Step 3 — Packing and Shipping

Carefully pack the product in its original packaging if possible, or in equivalent packaging that protects it during transport. Drop off the package at the point indicated in the instructions. Keep your proof of shipment safe until you receive your refund.

Step 4 — Processing and Refund

Upon receipt of your package at our warehouse and verification of its condition, we process your refund within 24 to 48 business hours. The refund is then subject to the usual processing times of your bank or payment provider, generally 3 to 10 business days depending on the institution.

Article 5 — Defective or Non-Conforming Products

5.1 Check Upon Delivery

If you receive a product that is visibly damaged, defective or different from your order, proceed as follows:

– Photograph the package before opening it if the packaging is damaged

– Photograph the product after opening, clearly documenting the issue

– Contact us within 48 hours at contact@cletya.com with your photos and your order number

Cletya fully covers return shipping costs in all cases of defect or non-conformity, including made-to-order products and oversized products (≥ 60 inches / 150 cm).

5.2 Available Solutions — Customer's Choice

In the case of a defective product or a product that does not match your order, you may freely choose between:

– Replacement: shipment of an identical or equivalent replacement product, at no additional cost, as soon as the return of the defective product is confirmed

– Full refund: refund of the total price paid via the same payment method, within 24 to 48 business hours after receipt of the return

In both cases, return shipping for the defective product is fully covered by Cletya.

Article 6 — Refunds

6.1 Refund Timeline

Cletya undertakes to initiate the refund within 24 to 48 business hours of receiving your returned package at our warehouse (or of receiving your proof of shipment if it reaches us before the physical package).

Once the refund has been initiated on our side, the time it takes to appear on your statement depends on your financial institution or payment provider:

– Credit / debit card (Visa, Mastercard): generally 3 to 7 business days depending on your bank

– PayPal: generally 3 to 5 business days

– Apple Pay / Google Pay: depends on the underlying card (3 to 7 business days)

6.2 Refund Method

Refunds are made exclusively via the same payment method used for the original purchase. You are refunded the total price paid, including original shipping costs. Where applicable, return shipping costs borne by you (oversized products returned due to a change of mind, see Article 2.1) are not refunded.

6.3 Refund Not Received

If you have not received your refund within the indicated timeframes:

Check your bank statement or your PayPal account
Contact your bank or payment provider — internal processing times may apply
If the issue persists beyond 10 business days, contact us at contact@cletya.com with your order number and we will check the status of the transfer on our side

Article 7 — Exchanges

Exchanges are possible within 30 days of delivery, only for products eligible for return. Made-to-order products cannot be exchanged, except in the case of a defect or non-conformity (see Article 5).

– Your order number

– The product to be exchanged

– The desired replacement product (reference, color, size)

If there is a price difference between the returned product and the desired exchange product:

– More expensive exchange product: the difference is invoiced to you via a secure payment link

– Less expensive exchange product: the difference is refunded via the original payment method within 24 to 48 business hours after receipt of the return

Return shipping for the original product follows the rules of Article 2 (free for most products; at your expense for oversized products ≥ 60 inches / 150 cm in the case of a change of mind). Shipping of the new product is free.

Article 8 — Condition of Returned Products

To be accepted as a change-of-mind return (excluding defects or non-conformity), the returned product must meet the following conditions:

– The product is in its original condition — unused, uninstalled, unmodified

– The product is complete — all accessories, components and delivered items are included

– The original packaging is kept where possible

In the case of a return due to a defect or non-conformity, these condition requirements do not apply — the product may be returned in the condition it is in.

Cletya reserves the right to refuse a return or to issue a partial refund if the returned product shows clear signs of heavy use, abnormal deterioration or modification by the customer, within the limits permitted by applicable law.