Refund policy

We hope you are pleased with your Clearspring order. If you change your mind, you can request a return within 30 days of receiving it.

This policy is in addition to your statutory rights, including your rights when a product is faulty, damaged or not as described.

Change-of-mind returns

To request a return, please email shop@clearspring.co.uk within 30 days of receiving your order. Please include your order number and details of the item you would like to return.

For returns requested after the statutory 14-day cancellation period, the product must be unused, unopened and in its original packaging, in a condition suitable for resale. You will also need to provide your receipt or another form of proof of purchase.

Please contact us before sending anything back so that we can provide the appropriate return instructions.

Approved returns should be sent to:

Clearspring Returns
19 Acton Park Estate
London
W3 7QE
United Kingdom

You are responsible for arranging and paying the return postage for unwanted products. We recommend using a tracked service, as the returned products remain your responsibility until they reach us.

Your right to cancel

When you buy from us online, you normally have the legal right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your order. You then have a further 14 days to return the products. Our 30-day returns policy gives you additional time to request a return, subject to the conditions above.

If you cancel your entire order during the statutory cancellation period, we will also refund the cost of our standard delivery service. If you selected a more expensive delivery service, we will only refund an amount equal to the standard delivery charge. Original delivery charges are not normally refunded when only part of an order is returned.

Products that cannot be returned

We cannot accept change-of-mind returns for:

  • Products that are liable to deteriorate or expire rapidly.

  • Food products that have been opened or whose seal has been broken.

  • Sealed products that cannot be returned for health or hygiene reasons once opened.

  • Personalised or specially ordered products.

These restrictions do not apply when a product is faulty, damaged, incorrectly supplied or not as described.

If you are unsure whether a product can be returned, please contact us at shop@clearspring.co.uk before sending it back.

Damaged, faulty or incorrect products

Please inspect your order when it arrives. If a product is damaged, faulty or not what you ordered, contact us as soon as reasonably possible at shop@clearspring.co.uk.

Please include your order number, details of the issue and, where possible, photographs showing the product and its packaging. Please retain the product and packaging until we have reviewed the issue.

Where a product is damaged, faulty, incorrectly supplied or not as described, we will work with you to provide an appropriate replacement or refund. We will also cover reasonable return costs when we ask you to send such a product back.

Your legal rights in relation to faulty or incorrectly described products may continue after the 30-day returns period.

Exchanges

We do not process direct exchanges. The quickest way to obtain a different product is to return the original item, where eligible, and place a new order separately.

Refunds

We will let you know when we have received and inspected your return and whether your refund has been approved.

Approved refunds will be made to the original payment method. We will process the refund without undue delay and, where statutory cancellation rights apply, no later than 14 days after receiving the returned products or evidence that they have been sent back, whichever is earlier.

We may reduce the refund if a product has been handled beyond what is reasonably necessary to inspect it and its value has consequently been reduced.

Once processed, it may take additional time for your bank or card provider to show the refund in your account. If more than 15 business days have passed since we confirmed that your refund was approved, please contact shop@clearspring.co.uk.

Contact us

If you have any questions about a return, refund or damaged order, please email shop@clearspring.co.uk.