Returns & Refunds
Return Window — 14 Days from Delivery
You have 14 days from the date of confirmed delivery to request a return. Requests submitted after 14 days will not be accepted. The clock starts from your delivery confirmation, not your order date.
To be eligible, your item must be:
- In its original packaging with all accessories included
- In the same condition as received
- Accompanied by your receipt or proof of purchase
How to Start a Return
Start your return here → cleolight.com/a/returnzap
Do not ship items back without first submitting a return request through the portal — unrequested returns cannot be processed. The portal will provide your return shipping instructions once your request is submitted.
Your Return Options
Option 1 — Cash Refund
A flat $50.00 Return Processing Fee is deducted from your refund. On a $299.00 return: you receive $249.00 back to your original payment method.
Option 2 — Store Credit (Better Deal)
- No Return Processing Fee
- 10% bonus added on top of your full refund amount
On a $299.00 return: you receive approximately $329.00 in store credit — roughly an $80 advantage over the cash option. Store credit does not expire.
Why Is There a Return Processing Fee?
When a cash refund is issued, we incur real costs that can't be recovered — payment processor fees that aren't refunded on returns, plus the administrative cost of processing your return. Those costs simply don't exist when store credit is chosen, which is why the fee is waived entirely for store credit.
In other words: the Return Processing Fee isn't a penalty — it's a reflection of what it actually costs us to process a cash refund. Store credit costs us nothing to issue, so we pass that saving on to you, and add a 10% bonus on top as a thank you.
Return Shipping
Customers are responsible for all return shipping costs. We recommend using a trackable shipping method. Original outbound shipping costs are non-refundable.
Non-Returnable Items
The following are strictly non-returnable and non-refundable:
- Skincare products (moisturizers, serums, or any ingredient-based products) — all skincare sales are final for sanitary reasons
- Worry-Free Delivery (shipping protection) — non-refundable except in the case of order cancellation before fulfillment
- Any item returned after the 14-day window
- Any item not in its original condition, missing parts, or damaged by misuse
Refund Timeline
Once your return is received and approved, your refund is processed within 1 business day. However, depending on your card provider, the funds may take an additional 3-5 business days to appear on your statement.
Still haven't seen it after 5 business days of processing? Contact your card provider first, then reach out to us at queen@cleolight.com.
Defective or Damaged Items
If your mask arrived defective or was damaged in transit, contact us at queen@cleolight.com within 14 days of delivery with photos or video of the issue. Verified defective units will be replaced or refunded in full — no Return Processing Fee, no return shipping cost to you.
The Cleolight™ LED Mask is also backed by a 1-year manufacturer's warranty covering defects in materials and workmanship.
Questions?
Email: queen@cleolight.com