Privacy Policy

PRIVACY POLICY

Cleavia Group uses and protects all the information that you provide on our website to keep your privacy and safety protected. Rest assured that all the private information required from you will only be used in accordance with this privacy policy.

However, the privacy policy may alter from time to time and will be updated on this page. You can always refer to our website to check on the changes made and stay updated with the latest policy. This policy has been updated since June 2023.

SECURITY

We are committed to ensuring that all your information is fully secured. In order to prevent unauthorized access or disclosure, all the compulsory physical, electronic and managerial procedures have been implemented to safeguard and secure all the information.

WHAT WE DO WITH THE INFORMATION WE GATHER

Cleavia Group is dedicated to serve you with our best customer service. To do so, we are required to collect your information in order to:

• Keep as internal record
• Process and track your order
• Improve our products and services
• Send promotional emails, special offers, or other related information that will cater to your interests.

Improve our website, in general, to provide you with a better user experience and customer service.

Provide services to you as our account holder, as our customer, as a member of our loyalty program; dealing with or administering your participation in contests, gamification, social events organized by us.

WHO VIEWS YOUR PERSONAL INFORMATION

Cleavia Group may share your personal information with affiliates that perform services for us, including but without limitation to those who fulfill orders, deliver packages, send postal mails and emails, analyze data, provide marketing communications, process credit card payments, investigate fraudulent activity(ies), conduct customer surveys and provide customer service. They have access to personal information needed to perform their duties but are strictly prohibited to disclose your personally identifiable information to other parties for other purposes.

REVIEWS SUBMISSION

Please note that upon submitting your reviews, the information you provide including but without limitation to your name, age, gender, location, occupation, and review content will be automatically used, published and/or shared on this website and other marketing platforms, once approved by the management, and as may be deemed appropriate by us, without further reference to you.

CHOICE – OPT OUT

We are committed to ensuring that all your data is fully protected. However, should you wish to request for data deletion, do follow the steps below:

• Go to Contact Us
• Select the message form or email us at care@cleaviagroup.com

If you wish to unsubscribe to any newsletter or e-mailings from Cleavia Group, you may opt-out of these mailings at any time by visiting our website.

PAYMENT POLICY

Cleavia Group is not liable for illegible receipts, incomplete receipts, or problems in transmission. The information you provide upon making a purchase includes general facts necessary for us to complete your order, for instance, name, date of birth, billing address, shipping address, e-mail address, phone number, and credit card number.

Your credit card number is privileged information and will not be shared with a third party except for authorized payment processing agents. Your credit card details will not be saved but other personal information will be secured in our customer information database for future reference.

SHIPPING POLICY

Cleavia Group works with a number of third-party logistic partners, both locally and internationally. All successful orders will be packed and shipped out within the next 1-3 working days. Tracking information will be provided to you via email (Shipping Notification) once your parcel is dispatched to our courier partner, hence kindly ensure that the registered email is valid, in order to receive this notification.

• The delivery timeframe advertised is not a 100% guarantee but is an estimation of shipping duration by our courier partners.
• Once the parcel is handed over to our logistic partners, we are not liable for the delivery process and do not take responsibility for the following:
• Delayed item(s) due to reasons beyond our control such as; courier service delays, emergencies, adverse weather conditions, or other environmental factors.
• Non-delivery or missing item(s), due to incorrect postal addresses or contact information provided, and unresponsive or unreachable recipient.

*Do ensure to provide an accurate shipping address and contact information, as it cannot be changed after a successful order.

Assumption Of Risk:

By placing an order with Cleavia Group, you assume all risks relating to the shipping process from the moment your parcel is handed over and shipped out from our warehouse, by our logistic partners.

However, rest assured that our logistic partners operate on a 99% success rate. Should you still have any issues regarding your shipment, please liaise and contact the logistics company directly with your tracking information for further assistance.

If all else fails, you may contact our Customer Support Team at support@cleaviagroup.com to assist you further.

RETURN POLICY

All requests for returns are subject to Cleavia Group approval. Should you wish to make a return request, kindly email us at support@cleaviagroup.com within 7 days from the date on which you received your item(s), and provide your order number, email address, and the reason to return item(s).

Cleavia Group will provide returns for the following reasons only:

• Incorrect item(s) received
• Defective item(s) upon receiving

*Please do not discard the product unless we’ve stated otherwise.

*Kindly inform the Customer Support Team at support@cleaviagroup.com before returning the item or otherwise, the request will not be processed.

Terms and Conditions

For returns due to incorrect item(s) or defects, proof must be provided by the customer, either in image or video forms, or other means deemed acceptable by Cleavia Group management.

Refunds for incorrect and defective item(s) will only be issued upon receiving the returned item(s) in the following conditions:

• Product(s) is in its original packaging
• Capsules, sachets, boxes, and bottles should be unopened and unused

1. Refunds will only be given at the cost of one unit of each product. All shipping fees, including taxes and tariffs, during the return process, are to be borne by the customer.
2. All returned items must be packed and received in good condition and will be inspected by Cleavia Group management upon arrival, before any refund process.
3. Items received that are deemed in a poor, unpacked, or damaged condition will not be granted refunds.
4. Cleavia Group is not responsible for parcels lost during the delivery process, and in such cases, refunds will not be given.
5. This return policy does not apply to items, which have been stated as non-exchangeable.
6. Returns are only applicable for items purchased through Cleaviagroup.com.
7. Incorrect or defective item(s) can be exchanged with a new replacement of the original product(s) purchased, by request. In this case, the new product will be sent once the returned item is well-received.
8. All monetary refunds will be made via the original mode of payment (PayPal, E-Wallet, Bank Transfer), or in the form of a voucher, should a request be made.
9. Points granted through the purchase will be deducted from the account accordingly, should an item be returned and refunded.
10. Any use of vouchers or points will be reverted back to the same value, after a successful return and refund, due to incorrect or defective items only.
11. All refunds will be granted within 30 business days of receiving the returned item(s), in conditions approved by Cleavia Group management.
12. All return and refund requests are subject to Cleavia Group approval.
13. Cleavia Group shall approve and process the refund should the following terms and conditions are fulfilled.
14. Cleavia Group reserves the right to amend these terms and conditions or terminate the return policy without any prior notice.
15. Please do not hesitate to email us at support@cleaviagroup.com should you have any inquiries about our return policies or the content and practices of our website.