Refund policy
Return & Refund Policy
Return Window
You have 14 days from the date of confirmed delivery to initiate a return and purchase a return label. Requests submitted after 14 days from delivery will not be accepted, and we are unable to make exceptions to this window.
Once your return label is purchased, your item must be received by us within 14 days of the label purchase date to be eligible for a refund. Items received after this window will not be accepted regardless of when the label was purchased. We recommend shipping your return immediately after purchasing your label.
To be eligible for a return, your item must:
- Be in its original packaging with all included accessories
- Be in the same condition as received
- Be accompanied by your receipt or proof of purchase
Non-Returnable Items
The following items are strictly non-returnable and non-refundable: skincare products including moisturizers and serums (all ingredient-based product 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, and any item not in its original condition, damaged, or missing parts.
Restocking Fee
All approved returns of the Cleolight™ LED Mask are subject to a $50.00 restocking fee deducted from your refund. This fee is waived entirely if you choose store credit instead of a cash refund.
Return Shipping
Customers are responsible for all return shipping costs. Original outbound shipping costs are non-refundable. We recommend using a trackable shipping method as we are not liable for packages lost in transit. To initiate a return, visit our returns portal or email queen@cleolight.com. Do not ship items back without first submitting a return request — unrequested returns will not be processed.
Refunds
Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund (minus the $50.00 restocking fee) will be issued to your original payment method within 1 business day. Depending on your card provider, it may take several additional business days to appear on your statement. If you have not received your refund after 7 business days, please contact your card provider first, then reach out to us at queen@cleolight.com.
Store Credit
If you choose store credit over a cash refund, your $50.00 restocking fee is waived and you receive a $25.00 bonus added on top of your full refund amount. On a $299.00 return, a cash refund yields $249.00 after the restocking fee. Choosing store credit yields $324.00 in store value. Store credit is issued as a Cleolight gift card and does not expire.
Defective or Damaged Items — 1-Year Warranty
The Cleolight™ LED Mask is backed by a 1-year manufacturer's warranty from the date of purchase covering defects in materials and workmanship only. The warranty does not cover normal wear and tear, damage from misuse or accidents, cosmetic damage that does not affect functionality, or change-of-mind returns outside the 14-day return window. If your item arrived defective or was damaged in transit, contact us at queen@cleolight.com within 14 days of delivery with photos or video. Verified defective units will be replaced or refunded in full with no restocking fee and no return shipping cost to you.
Exchanges
We only replace items that are confirmed defective or damaged. To exchange a defective unit, contact us at queen@cleolight.com with documentation of the defect.
Gift Returns
If the item was marked as a gift at purchase and shipped directly to you, you will receive store credit for the approved return value. If the item was not marked as a gift, or if the gift giver had it shipped to themselves first, the refund will be issued to the original purchaser.
Order Cancellations
Orders may be cancelled for a full refund only before the order has been fulfilled and shipped. Worry-Free Delivery is refundable only on cancellations made before fulfillment.
Contact Us
Email: queen@cleolight.com | Phone: 800-884-7605