Refund policy

Return Policy

Product Inspection Period
Unless specified otherwise under the "Exceptions to the Right of Withdrawal for Distance Transactions," certain items such as perishable goods, products with short shelf lives (nearing expiration at the time of return/cancellation), customized items, current newspapers, periodicals, magazines, unsealed audiovisual products, computer software, game point cards, other prepaid cards, and unsealed personal hygiene products, are not eligible for a 7-day inspection period. For all other products, you are entitled to a 7-day product inspection period (inclusive of weekends and holidays) starting from the day the product arrives at your location.

If you wish to request a return, please contact our customer service within 7 days of receiving the product and provide the following information:

• Name
• Order number
• Contact number
• Name of the product to be returned
• Reason for return and photos

Once your request is received, our customer service team will assist you with the return or exchange process.

Customer Service Email: hello@cleanewyork.com
Customer Service Instagram: @cleanewyork
Service Hours: Mon - Fri, 09:00 AM - 06:00 PM
Closed on weekends and public holidays.

Return and Exchange Guidelines

1. Returned items must be unused and free from non-manufacturing defects such as stains, malfunctions, or damages.
2. The 7-day inspection period under consumer protection law is intended to allow you to evaluate whether the product meets your needs, not to serve as a trial period.
3. Please retain the original packaging (including the outer box) if specified by our store. Otherwise, the return request will not be accepted.

Non-Returnable Situations

Returns cannot be accepted under the following conditions:

• Exceeding the 7-day inspection period.
• Discounted or sale items.
• Products that have been opened, used, or damaged due to human factors, such as stains, malfunctions, damage, wear, scratches, or dirt.
• Returned items with incomplete packaging, missing invoices, or accessories.
• Cases of malicious or excessive returns.

Return Process

1. Contact customer service.
2. Confirm return eligibility.
3. Prepare the complete product and original invoice.
4. Provide a convenient pickup time, contact information, and return address.
5. Our designated logistics partner will collect the return.

Refund Instructions

• Credit Card Payments: Once the return is successfully processed, the refund will be credited back to the original credit card account.
• Cash on Delivery Payments: Upon successful return processing, the refund amount will be transferred to the bank account you provide.