Policies, Forms + Lists

About

We are happy to offer a retailer account rebate credit towards a future purchase (based on a percentage of the sale price during a promotional event) if a retail partner chooses to price match a Clove promotion or participate in an equivalent sale during a Clove promotion. Read more about program details in section E of Clove's MAP policy. Clove will disclose the credit percentage as requested by the Retailer.

Applicable and upcoming promotional events are disclosed by Clove in the Promotional Calendar, and via email, sent from MAP@goclove.com. 

Items that are marked "OFF MAP" and/or listed for closeout are not eligible for rebate credits.

Process

To claim a rebate / credit on a qualifying sale, email retailsupport@goclove.com with sell through documentation within seven business days following the promotional period. 

Clove Guarantee

This policy applies when customers return items to a retailer for fit, comfort, or quality issues. 

• If customers express quality issues with the shoes like damages, defects, or physical pain, Clove will replace the item with the retailer within 30 days of customer purchase if the retailer honors a return for the customer. 

  • To file a replacement claim, fill out the Clove Guarantee Retailer Claim Form below. Our team will be in touch!

• For returns related to any other issue, Clove will evaluate on a case-by case basis. Contact retailsupport@goclove.com with the item details, complaint, customer date of purchase, and the PO number that the items was ordered in.

Policy applies in situations where retailers want to return unsold merchandise. 

Policy Overview

• All inventory returns must be pre-approved by Clove’s Customer Success Team.

• All accessory items are final sale and cannot be returned. This includes all socks, Cloveys, and apparel. 

• Seasonal, discounted, or discontinued items are not eligible for returns.

• Products must be in brand new, unused condition. 

• Products must include the original Clove packaging with all original tags and contents  attached.

• Any items not meeting these conditions will be subject to restocking fees based on condition (details outlined below).

• Return shipping is the responsibility of the retailer unless otherwise agreed upon.

• Tracking must be provided, and returns must be received at the designated warehouse within 14 business days of the return shipment being sent.

• Returns due to damage or a Clove error follow a separate policy. See details in the End - Customer Return / Replacement Policy section. 

Restocking Fees

• All approved returns are subject to restocking fees, which will be deducted from the credit issued:

  • • Re-Boxing Fee: $5 per pair for replacement packaging and materials.

    • Re-Commerce Fee: $15 per pair for items not suitable for full-price sale and redirected to Clove’s re-commerce site.

    • Damaged Items: $40 per pair for unsellable items, which will be discarded at Clove’s discretion.

Credit Issuance & Policy Acceptance

• A credit memo will be issued within 30 business days of receipt and inspection by Clove’s Accounting team.

• Credit memos will be sent via email from ar@goclove.com and may be applied to current or future invoices.

• Refunds are issued exclusively as Clove Credit Memos.

• Requesting an RMA confirms acceptance of this policy. Returned items cannot be sent back once received by Clove.