CLEW WARRANTY & RETURNS INFORMATION

1. LIMITED WARRANTY: CLEW POUCHES
Unfortunately, due to the consumable nature of these products, we do not provide a warranty for hygiene, health and safety reasons unless:
• You receive an incorrect item, or
• There is a demonstrable manufacturing fault

2. FAULTY ITEMS
If you believe the item is faulty on arrival, then please email support@clewpouches.co.uk to arrange a return for testing.
If the item is returned and a fault is found, we will either replace it or credit your rewards account with the equivalent of what you paid for it.
Faulty items must be reported within 30 days of purchase to be eligible for a replacement/refund. After this date, we cannot issue any form of refund.
To facilitate the return of faulty items, we will supply you with a returns label or credit your rewards account with the equivalent of £5 worth of loyalty points.
No refunds or replacements can be made if you have disposed of the faulty item(s)

3. RETURNS PROCEDURE
Before making a return, please email us at support@clewpouches.co.uk for a Returns Form.
Once we discuss and agree to a return, we will email you a Returns Form. Please complete it with your full details and order number and enclose it with the goods you are returning.
We recommend using a signed-for service to ensure the goods are returned safely. Please do not send your purchase back to the manufacturer.
Once the item is confirmed as faulty, we will either send out a replacement or credit your rewards account with the equivalent of what you paid for the item.
Please note: Your item will be checked for faults - this can take up to three working days from receiving the item back to us. Any returned items found not to be faulty that you still want will be returned to you with your next order from CLEW. If required sooner, we may charge you a postage fee to return the non-faulty item to you.

GENERAL INFORMATION
ORDERED THE WRONG ITEM OR CHANGED YOUR MIND?
Our returns policy lasts 30 days. Unfortunately, if 30 days have passed since your purchase, we cannot offer you a refund. To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging. Please note that we cannot reimburse any postage fees you may incur for returning an item on which you have changed your mind.
Once orders are placed and payment has been processed, we cannot interject or cancel your order as it is already in the system to be shipped. Once your order has been received, contact customer care to authorise a return and refund.

4. RETURN SHIPPING
Before making a return, please contact us for a Returns Form. You can do this by emailing us at support@clewpouches.co.uk. Once discussed and a return is agreed upon, we will email you a Returns Form. Please complete it with your full contact details, order number, and billing address and enclose it with the goods you are returning. Shipping costs are non-refundable. If you receive a credit, the cost of return shipping will be deducted from your credit. If you ship items worth over £80, we strongly advise using a next-day trackable shipping service or purchasing shipping insurance. We recommend using at least a signed-for service for all returns. We cannot refund your order if we don’t receive your returned item. Please enclose your full details, order number and billing address. Without these details, we cannot provide a credit.

5. EXCHANGES
The quickest and easiest way to receive new items before your desired item sells out is to re-purchase them online and return the unused items for a credit. This way, you will receive the correct items quickly and your credit will be processed once the items are back with us.

6. REFUNDS
Once we receive and inspect your return and assume everything is in order, we will credit the product value, excluding any postage charges originally paid. Please allow a few days for the credit to be reflected in your account.

7. LATE OR MISSING REFUNDS
If you have not received a credit within a week of returning your item/s, please get in touch with us first to check that they have been received back. If they have, and we have already processed your refund, please get in touch with your card-issuing bank or company. However, please bear in mind that it may take some time before your refund is officially returned to your account. If you still have not received your refund, please contact us at support@clewpouches.co.uk. 

8. SALE OR CLEARANCE ITEMS;
Only regular-priced items may be refunded/returned; unfortunately, sale and clearance items cannot be refunded or returned.

9. UNDELIVERED ORDERS
If your order arrives back with us for whatever reason, including if you have entered the wrong delivery address, we will contact you as soon as possible. Due to the way our stock control system works, we cannot resend the returned orders. We will usually credit the full order value to you, except any shipping fees paid along with a handling and packaging charge of £5.