Cancellation policy

Last updated: August 7, 2026

At Cleo&Hooman, we make everyday rituals for people and their dogs—whether that means coffee for your morning, K-Cups for your busiest days, or essentials for your best friend.

Certain products may be offered as one-time purchases, subscriptions, pre-orders, bundles, promotional offers, or try-before-you-buy offers. This policy explains how each option works.

Subscriptions

When you select Subscribe & Save, you authorize recurring deliveries of the product(s), quantity, price, and delivery frequency selected at checkout.

Eligible subscription products may include coffee bags, K-Cups, pet essentials, treats, accessories, apparel, bundles, and other products specifically marked as subscription-eligible on the applicable product page.

How subscriptions work

You choose your product, quantity, delivery frequency, and subscription option at checkout.
Your subscription may renew every [2, 4, or 6 weeks], or at another interval clearly shown before purchase.
Your first subscription order is charged at checkout unless otherwise clearly disclosed.
Future orders are charged automatically to your selected payment method before each scheduled shipment.
Your subscription continues until you cancel, pause, or modify it.
The recurring price, delivery frequency, applicable shipping charges, and subscription savings are shown before you place your order.
Taxes, shipping fees, and any product-specific charges may apply as shown at checkout.

By completing a subscription purchase, you agree to recurring charges at the amount and frequency disclosed at checkout until you cancel.

Managing, skipping, or canceling

You may manage your subscription at any time through the link in your order-confirmation email or through the Subscription Portal.

Depending on the product and available inventory, you may:

Change your delivery frequency
Swap eligible coffee blends, K-Cup varieties, pet essentials, or other products
Add or remove eligible items
Update your shipping address or payment method
Skip an upcoming delivery
Pause your subscription
Cancel your subscription

To update, skip, pause, or cancel an upcoming order before it is processed, please make the change at least [X business days] before your next scheduled billing date.

If an order has already been billed, processed, packed, or shipped, the change will apply to the next eligible order. Once you cancel, future recurring charges stop immediately.

Subscription Savings, Rewards & Fair Use

Subscription pricing is intended for customers who want recurring deliveries. Any savings shown at checkout apply to the active subscription order.

To keep our offers fair for the Cleo&Hooman community:

Subscription-only discounts apply only to products enrolled in an active subscription.
Subscriber gifts, bonus products, credits, exclusive launches, and loyalty rewards may require a stated number of completed subscription deliveries.
A canceled, skipped, refunded, returned, failed, fraudulent, or unfulfilled order does not count toward a reward tied to completed deliveries.
Introductory offers may be limited to one per customer, household, shipping address, payment method, or other reasonable identifier, where permitted by law.
Products and promotional offers are for personal use only and may not be purchased for resale.
Cleo&Hooman may limit, cancel, or decline orders that reasonably appear to involve fraud, resale, repeated misuse of promotional offers, duplicate introductory orders, or attempts to abuse a subscription or rewards program.

You can cancel at any time. Canceling means you will not receive future subscription pricing, subscriber-only access, or rewards that require future completed deliveries. A cancellation does not create a retroactive charge for a discount properly applied to a completed order.

Pre-Orders

A pre-order allows you to reserve a product before it is available to ship. This may include upcoming coffee blends, K-Cup releases, pet essentials, apparel, accessories, bundles, seasonal products, or limited editions.

Estimated ship dates are estimates and may change.
The product page and checkout will state whether we collect full payment, a deposit, or payment authorization when you place the pre-order.
If a remaining balance is due, we may charge the payment method provided when the item is ready to ship, as disclosed at checkout.
You may cancel a pre-order before it has been processed for fulfillment, subject to any product-specific terms shown at checkout.
Once a pre-order has been processed, shipped, or delivered, return and refund requests are handled under our [Returns Policy].

Bundles, Limited Releases & Promotions

Bundles, limited-edition products, seasonal releases, giveaways, and promotional offers may have additional terms shown on the applicable product page or at checkout.

Promotional pricing cannot be combined with other offers unless we clearly state otherwise.
Limited-edition and seasonal products are available while supplies last.
Bundle contents, flavors, colors, sizes, packaging, and featured items are described on the product page.
If an item becomes unavailable before your order ships, Cleo&Hooman may contact you with available options, including a substitute, store credit, refund, or cancellation.
Discount codes, promotional offers, and subscriber benefits have no cash value and may not be transferred, sold, duplicated, or exchanged.

Try Before You Buy

Try-before-you-buy offers are available only for products clearly marked as eligible at checkout.

We may authorize your payment method before your order ships.
Checkout will clearly state the trial period, return deadline, applicable return conditions, and the amount that will be charged if the item is not returned on time.
If an eligible item is not returned by the stated deadline and in accordance with the applicable return conditions, your payment method may be charged the amount disclosed at checkout.
Returns and refunds are subject to our [Returns Policy].

Returns, Refunds & Damaged Items

Returns, refunds, exchanges, and damaged-item requests are governed by our Returns Policy.

Because coffee, K-Cups, treats, consumables, and some pet essentials may be food or hygiene-sensitive products, certain items may be final sale or ineligible for return unless they arrive damaged, incorrect, defective, or otherwise qualify under our Returns Policy.

If there is an issue with your order, please contact us at Hello@cleoandhooman.com with your order number and photos, if available. We will work with you to make it right.

Changes to This Policy

Cleo&Hooman may update this policy from time to time. Changes apply to future purchases or future subscription orders after notice is provided where required by law. The current version will always be available on this page.