Refund policy

Returns & Refunds Policy

Last Updated: 27 June 2026

Welcome to Clottan Clerhy. We are committed to ensuring customer satisfaction and complying with applicable consumer protection laws in the United Kingdom. Please read this Returns & Refunds Policy carefully before making a purchase.

1. Overview

This Returns & Refunds Policy explains your rights regarding returns, cancellations, exchanges, and refunds for products purchased through ClottanClerhy.store.

This policy operates in accordance with applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. Right to Cancel

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods without providing a reason.

To exercise your right to cancel, you must notify us within the cancellation period by contacting:

Email: support@ClottanClerhy.store

Once cancellation has been confirmed, you must return the goods within 14 days.

3. Eligibility for Returns

To be eligible for a return, items must:

Be returned within the applicable return period;
Be in their original condition;
Be unworn, unused, unwashed, and free from damage;
Include original tags, packaging, and accessories where applicable;
Not fall within any non-returnable category described below.

We reserve the right to reduce any refund where the value of the goods has been diminished through handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Non-Returnable Items

Unless faulty, defective, or not as described, we cannot accept returns for:

Personalised or custom-made products;
Items made to the customer's specifications;
Sealed goods that are unsuitable for return due to health protection or hygiene reasons if unsealed after delivery;
Gift cards or promotional vouchers;
Any other products excluded from cancellation rights under applicable law.

5. Faulty, Damaged or Incorrect Items

If you receive an item that is:

Faulty;
Damaged during delivery;
Not as described;
Incorrectly supplied;

please contact us as soon as possible at:

Email: support@ClottanClerhy.store

Where applicable, we may request photographs or additional information to assess the issue.

Customers may be entitled to a repair, replacement, price reduction, or refund in accordance with their statutory rights.

6. Return Process

To initiate a return:

Contact us at support@ClottanClerhy.store.
Include your order number and reason for return.
Follow the return instructions provided by our support team.
Package the item securely and send it to the return address provided.

Returns sent without prior authorisation may experience processing delays.

7. Refunds

Once returned goods have been received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to the original payment method used for the purchase.

Refunds are generally processed within 14 days of:

Receiving the returned goods; or
Receiving evidence that the goods have been returned, whichever occurs first.

Original standard delivery charges will be refunded where required by applicable law.

Additional delivery costs resulting from the selection of premium shipping options are generally non-refundable.

8. Return Shipping Costs

Where a customer exercises their right to cancel under the Consumer Contracts Regulations 2013, the customer may be responsible for return shipping costs unless otherwise stated.

If an item is faulty, damaged, defective, or incorrectly supplied, Clottan Clerhy will cover reasonable return shipping costs where required by law.

9. Exchanges

We may offer exchanges subject to product availability.

If an exchange is not possible, a refund may be issued in accordance with this policy.

10. Late or Missing Refunds

If you have not received a refund:

Check your bank account or payment provider account;
Contact your card issuer or bank, as processing times may vary;
Contact us if the refund has not appeared after a reasonable period.

11. Fraud Prevention

We reserve the right to refuse returns, refunds, or exchanges where we reasonably suspect fraud, abuse of our returns policy, or activity contrary to applicable law.

Nothing in this policy limits or excludes any statutory rights available to consumers under UK law.