Last update: 1 January 2026
Introduction
At CLEAN UP (www.cleanupatelier.com), our priority is customer satisfaction. This policy clearly outlines the conditions, process and timeframes that apply to returns, item pick-ups, service cancellations and refunds, in order to be fair and transparent to both you and our company.
1. Scope of application
- Applies to: all orders placed via the website, appointments, and services provided in-store (maintenance and repair of shoes, bags, caps, and leather sofas).
- Does not cover: damage caused after return due to misuse; items not covered voluntarily (see exceptions).
2. Right of withdrawal and order cancellation
- Customers : when the service has not yet begun (e.g. online order without intervention), you have a period of 14 calendar days from the order confirmation to exercise your right of withdrawal, except in cases where there are legal exceptions (personalised, urgent or already performed services).
- How to cancel: send an email to info@cleanupatelier.com with your order number, name, and reason for cancellation. We will acknowledge receipt within 48 working hours.
- Effects : if cancellation occurs before performance, we shall refund any amounts already paid in accordance with the terms of section 6. If the service has commenced with your agreement or has been performed in full before the end of the period, the right of withdrawal shall not apply.
3. Returns of goods (products sold in-store/online)
- Return period: you have 14 calendar days after receipt to request a return for purchased products (accessories, new cleaning products).
- Conditions of acceptance : the product must be returned in its original condition, unused, clean, with all accessories and original packaging. Present proof of purchase (receipt, invoice, confirmation email).
- Non-returnable items : opened hygiene products, opened sealed boxes, personalised products, specially ordered or modified products, and cleaning services already performed on your property.
- Return costs : except in the case of error or defective product on our part, return costs are the responsibility of the customer. For returns made for reasons of conformity (non-compliant or defective product), we will cover the return costs.
4. Returns for repair/maintenance services (goods taken in charge)
- Claims upon receipt: inspect your goods upon return. Report any issues within 48 working hours of return. Claims must be sent to info@cleanupatelier.com with detailed photos and a description of the issue.
- Additional repairs : if a service requires post-treatment correction covered by our warranty, we will carry it out at no additional cost if the non-compliance is due to our work. For alterations due to unreported prior conditions, we will provide a quote for the additional repair.
- Réparations complémentaires : si une prestation nécessite une correction post‑traitement couverte par notre garantie, nous la réalisons sans frais additionnels si la non‑conformité relève de notre exécution. Pour altérations dues à l’état antérieur non signalé, nous proposerons un devis pour la réparation complémentaire.
5. Fragile items, leather goods and restorations
- Nature of the work : certain types of restoration (heavily worn leather, discolouration, structural repairs) carry a risk of alteration or residual imperfections. We will inform you of these risks before accepting the work and, where applicable, will request your written authorisation.
- Exceptions to refunds : where the customer has accepted a quotation expressly stating the risks, returns/refunds for minor aesthetic reasons may be refused.
- Specific warranty : standard repairs are covered by a limited warranty of conformity (period and conditions specified on the invoice). Dyeing, recolouring or patching treatments may be excluded from returns if the result corresponds to the accepted quote.
6. Refund policy
- Refund period : after receiving and checking the return or accepting the cancellation, we will process the refund within a maximum of 14 calendar days.
- Refund methods : refunds will be made using the same payment method used for the order, unless otherwise agreed. For cash payments made in branch, refunds may be made in cash or by bank transfer, as agreed.
- Amount refunded : refund of the price of the product/service, possible deduction of processing or transport costs as communicated, unless the return is due to an error or defect on our part.
- Possible deduction: if the product is returned damaged by the user or incomplete, we may deduct an amount proportional to the depreciation observed.
7. Step-by-step procedure for initiating a return or complaint
- Prepare: gather your order number, proof of purchase, photos (if applicable) and a detailed description of the reason.
- Contact customer service: send this information to info@cleanupatelier.com or call customer service during business hours (see Contact section).
- Contact customer service: send this information to info@cleanupatelier.com or call customer service during business hours (see Contact section).
- Shipping/drop-off: Return the item according to the instructions. For workshop services, drop off the item at the agreed location.
- Verification: upon receipt, we inspect and process the request within 7 working days.
- Resolution: decision (refund, replacement, free repair, additional quote) notified by email; execution within the specified time frame.
8. Transport charges, costs and liability
- Initial charges : initial shipping charges are non-refundable unless there is a proven error on our part.
- Return costs : payable by the customer unless the item is faulty or non-compliant. In some cases, we may offer a collection voucher or a partner carrier.
- Risks during transport: until the goods are received by CleanUp Atelier, the risks associated with transport are borne by the sender, unless otherwise agreed in writing.
9. Cases of defective products or errors on our part
- Proof of defect : provide photos and description; for proven defects, we offer a choice of: repair at no cost, replacement, or full refund.
- Return shipping costs covered : we will cover the costs if the error is on our part or if the product is faulty.
10. Processing time and communication
- Confirmation of receipt : within 48 working hours.
- Initial verification : within 7 working days of receipt.
- Effective refund : within 14 calendar days after validation, depending on the payment method.
- Communication: we will keep you informed by email at every stage (acknowledgement, decision, execution).
11. Disputes and remedies
- Tentative amiable : en cas de désaccord, contactez notre service client pour une résolution amiable.
- Amicable settlement : in the event of a disagreement, please contact our customer service department for an amicable resolution.
12. Reserves and amendments
- CLEAN UP reserves the right to adapt this policy for operational or legal reasons. Changes will be published on the website with a new update date. The applicable terms and conditions are those in force on the date of the order.
13. Customer service contact details
- Email : info@cleanupatelier.com
- Address : CLEAN UP, 49 rue Koufrah Bali, Douala, Cameroun
- Horaires de contact : du lundi au vendredi, 08:00–17:00 (heure locale).
- Information to be provided : order number, full name, telephone number, description of the reason, photos if available.
Our goal is to provide a simple, fast and fair returns and refunds process. We are available to answer any questions or provide assistance at info@cleanupatelier.com.