Returns
RETURNS
We sincerely hope you will be completely satisfied with your purchase, however we understand in certain circumstances, that may not be the case and you wish to send something back.
You may request to return unused, unopened items within 14 calendar days from delivery for a full refund of the item price only. We can provide a pre-paid returns label for your convenience at a subsidised cost of £3 which will be deducted from your refund amount. This will not be charged if the return is a result of our error (you received an incorrect or defective item).
We are not able to refund an item that has been used or tampered with or is returned to us in a condition that makes it unfit for resale; i.e. swing tags / labels / packaging etc is damaged, defaced or missing.
As we can't guarantee stock availability at the point of receving a return, we don't offer exchanges, therefore we recommend you place a new order, return the original product and we will issue a refund for that item.
HOW TO REQUEST A RETURN
1. Login to your account which will take you to your orders screen.
2. Click on the order containing the item to be sent back and then select 'Request Return' at the top right hand side of your order details page.
3. Select the item/s, enter the quantity and choose the reason for return and submit.
If for any reason you'e unable to access your account, please email us mail@club-cleo.com or call us on 08712211340 so we can initiate the return for you.
Once reviewed by our team to ensure the 14 days returns period has not been exceeded, you will receive a returns authorisation by email, along with details of how to obtain a label or book a collection by Royal Mail. Goods must be received back within 14 days and include your returns authorisation number for identification. You should expect to receive your refund within 14 days of us receiving the unwanted goods, however in most cases you will receive a refund more quickly. We'll notify you via e-mail of your refund once we've received and processed the return.
Please be aware that we reserve the right to refuse a refund if you have not followed this procedure or if after inspection goods are found to be not fit for resale (unless previously advised of defect) or if goods are returned after 14 days. In either case we will offer to send the goods back to you at the standard postage rate for the item.
Please refer to our terms & conditions regarding your refund rights.
CLAIMS
CLAIMS FOR MISSING, DAMAGED OR FAULTY GOODS
Although we make every effort to ensure your goods reach you in perfect condition, once the parcel has left us we are unable to control how it is handled, so if it reaches you damaged or tampered with in any way, please notify us immediately.
It is advisable to check your delivery as soon as it's received even if you don't intend to use it straight away. Please be aware that we can only accept claims for damaged goods or items missing from your parcel within 3 days of delivery of your order.
Although we carry out quality inspections at 3 stages in the picking and packing process to check for imperfections or flaws, this isn't always possible if the item is pre-packed and sealed or packaged in such a way that prevents access without causing damage.
If you receive a product that is faulty, or becomes faulty within a reasonable amount of time after use, please report this to us as quickly as you can by email to mail@club-cleo.com. If possible attach pictures so we can deal with this more swiftly and offer a resolution without you necessarily having to return the goods.
