Refund policy

At Clarelle, we carefully select and verify every fragrance, beauty item, and accessory to ensure 100% authenticity and quality. While we stand firmly behind our products, we also provide a clear and fair return process to support you when something is not quite right.

1. Overview

Our return policy is designed to balance customer satisfaction with the hygiene and safety standards required for perfumes and beauty products. Eligible items may be refunded or exchanged when returned within the allowed time frame and in perfect, unused condition.

2. Eligibility for Returns

You may request a return for most products purchased from Clarelle, including fragrances, makeup, sunglasses, and select accessories, as long as they meet all of the conditions listed below and are returned within the permitted window. 

To be eligible for a return:

  • The item must be unopened, unused, and in its original condition.
  • All original packaging, internal protectors, boxes, and brand packaging must be intact and undamaged.
  • Any original tags, labels, seals, or hygiene stickers must still be attached and unbroken.
  • You must provide a valid proof of purchase (order confirmation, receipt, or invoice).

Returns that do not meet these conditions may be rejected or only partially refunded.

3. Return Window

  • Standard returns (change of mind or non-defective items): Returns are accepted within 2 days from the date you receive your order, provided the product is unopened and in its original condition.
  • Damaged or defective items: Any damage, defect, or incorrect item must be reported on the same day of delivery, and within a maximum of 24 hours of receiving the item, to remain eligible for a refund or replacement.

Requests submitted after these timeframes will unfortunately not be eligible for return or refund.

4. Return Method (Refunds & Exchanges)

Refunds: Approved refunds are issued to the original method of payment used at checkout.

Engraved or otherwise personalized items cannot be refunded or exchanged (see Non-Returnable Items below).

5. Return Conditions

To protect product integrity and customer safety, all returns must comply with the following:

  • Unused: The product must not have been sprayed, tested, swatched, or worn.
  • Original packaging: The outer box, inner packaging, and any protective inserts must be present and undamaged.
  • Seals & hygiene standards: Factory seals and hygiene stickers (especially for beauty and makeup products) must be unbroken.
  • Tags intact: Any manufacturer or brand tags must still be attached.
  • Receipt required: Proof of purchase is mandatory for every return request.

Items showing signs of use, tampering, or customer‑caused damage (including broken caps, missing parts, or worn packaging) will not qualify for a refund or exchange.

6. Non-Returnable & Final Sale Items

Due to hygiene, personalization, and safety reasons, the following items are non-returnable and non-exchangeable:

  • Engraved or personalized products (including items with custom engraving) – these are final sale.
  • Opened or used perfumes and beauty products, including any item whose seal or packaging has been broken.
  • Items not in their original packaging or condition.
  • Products returned after the allowed return period.
  • Items damaged due to customer misuse or improper storage.
  • Clearance products are sold as final sale and cannot be exchanged or returned.

7. How to Initiate a Return

To ensure a smooth and prompt resolution, please follow the steps below:

  1. Contact us within the allowed timeframe
     For all return requests (including damaged, defective, or incorrect items), please contact our customer care team within 2 days of delivery, and within 24 hours for damaged or defective items.

     You can reach us at:
     Email: sales@clarellesarl.com
    Phone: +961 6 664 699
    WhatsApp: +961 6 663 699

  2. Provide order details
     Include your order number, full name, contact details, the item(s) you wish to return, and the reason for the return. For damaged or defective products, please attach clear photos or videos showing the issue.

  3. Wait for approval & instructions
    Our team will review your request and confirm whether it meets our return criteria. Once approved, we will share instructions on how and where to send the item.

  4. Pack your item securely
     Place the product in its original packaging, including all accessories, leaflets, and outer box, and then in a protective shipping box. Add your receipt or order confirmation inside the parcel.

  5. Ship the item back
     Send the parcel to the designated return address:
     Return Address: Zgharta El-Abi Zgharta, Lebanon
     We strongly recommend using a trackable and insured shipping method. You are responsible for the item until it reaches us.

8. Return Shipping & Fees

  • Customer responsibility: customers are generally responsible for the cost of return shipping.
  • Initial shipping fees: Shipping fees paid on the original order are non-refundable, except when the return is due to an error on our part (wrong item shipped) or a confirmed defective product. In such cases, the original shipping fee may be refunded.

9. Exchange Policy

Where possible, Clarelle is pleased to offer both refunds and exchanges on eligible items.

  • Exchanges are subject to stock availability at the time we receive and approve your return.
  • If the replacement item is of higher value, you will be asked to pay the difference.
  • If the preferred exchange item is unavailable, we will process a refund to your original payment method instead.
  • Personalized or engraved items are strictly non-exchangeable.

10. Refund Processing Time

Once your returned item is received, it will be inspected by our team to ensure it meets all return conditions. Refunds are only processed after this inspection and approval step.

Approved refunds will be issued to your original payment method. Processing times can vary depending on your bank or payment provider.

  • Internal processing time: 3–5 business days after Clarelle receives and reviews the return.
  • Bank or card issuer processing: 5–10 business days for the refunded amount to appear in your account after the refund is issued.

11. Special Notes & Important Information

  • Authenticity Guarantee: All products are 100% authentic and sourced from official suppliers. Quality issues are taken very seriously, and defective items reported within the required timeframe are eligible for a refund or replacement according to this policy. 
  • Reporting issues quickly: To help us resolve any problem efficiently, please report damaged, defective, or incorrect items on the same day of delivery, and within 24 hours at the latest.
  • Proof of purchase: Keep your receipt or order confirmation email until you are fully satisfied with your purchase, as it is required for all return and refund requests.
  • Promotions & campaigns: Promotional items, bundles, gifts with purchase, and seasonal campaigns (e.g., Black Friday or holiday sets) are final sale and not eligible for return or exchange unless defective.

If you have any questions about this Return & Refund Policy or need assistance with an existing order, please contact our customer care team at sales@clarellesarl.com or call +961 6 664 699.