Refund Policy

Returns are accepted within 30 days of receipt. Return shipping costs are covered by the customer. Returns are sent to our central warehouse in Asia.

RETURNS ARE NOT FREE — SHIPPING COSTS APPLY

Can I return my order?

Yes. If you are not satisfied with the items you ordered, you may return them within 30 days of receipt. For a return to be accepted, the order must meet all of the following conditions:

●        The order still contains all appropriate parts and components, and the packaging arrived exactly as the product did.

●        Normal handling of the product is evident — damage caused by careless handling is excluded.

●        Products for which hygiene matters have been properly cleaned before starting the return process.

●        Any defect in the product was identified immediately upon receipt.

●        We reserve the right to charge the customer for return shipping costs.

●        Returns are processed within 7 business days. If conditions are met, the return is officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of ours.

1. Email — send an email to info@claralondon.uk with the subject ‘Return Request’.

2. Information — make sure your email includes: order number, reason for the return, a photo of the product if damaged, your full name, and your address.

3. Wait — we will contact you with the correct return address. Do not send the product back to the sender — wait for the return address we provide.

4. Shipping — you are responsible for the cost of shipping the product back to our central warehouse in Asia.

NEVER send a return to the sender’s address — always wait for the return address we provide.

If you are a consumer purchasing for purposes outside your trade, business, craft or profession, you have a statutory right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — separate from, and in addition to, our 30-day return policy above.

Cancellation period: 14 days from the day you (or a third party you nominate) receive the last of the goods ordered.

As orders are processed and dispatched automatically as soon as they are placed, it is not possible to stop the shipping process once an order has been submitted. A refund is only available once you have returned the goods, or provided evidence of having sent them back.

To exercise your right to cancel, inform us (Clara London, info@claralondon.uk) of your decision by a clear statement, e.g. an email. Cancellation is completed once we receive the goods. The cost of returning the goods is borne by the buyer, unless the goods are faulty or not as described.

Because our products are shipped from Asia, transit times may be longer and are outside our control. If your order is already in transit, cancelling the shipment itself is not possible — please wait until you receive the goods and then return them. You may still notify us of your intention to cancel in advance.

To ensure the fastest possible processing, please send us proof of postage as soon as the product has been returned.

What we refund:

●        All payments received

●        Except any additional delivery costs

●        Refund within a maximum of 14 days

●        Using the same payment method you used

What we do NOT refund:

●        Return shipping costs

●        Additional delivery costs (for choosing a more expensive delivery method)

●        Damage caused by improper handling

The refund is processed after we receive and inspect the goods.

ALL RETURNS ARE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER’S EXPENSE.

Nothing in this Refund Policy affects your statutory rights if a product is faulty, not as described, or unfit for purpose, under the Consumer Rights Act 2015. In summary:

●        Within 30 days of receipt: you are entitled to a full refund if the product is faulty or not as described.

●        After 30 days: you are entitled to a repair or replacement; if this is not possible or does not resolve the issue, you may be entitled to a full or partial refund.

●        These statutory rights apply in addition to, and are not limited by, the return conditions set out above.

To make a claim under your statutory rights, contact us at info@claralondon.uk with your order number and details of the fault.