Refund policy

This Returns & Refunds Policy forms part of our Terms and Conditions of Sale and applies to all purchases made through our website.

1. Statutory Right of Withdrawal

In accordance with applicable consumer protection laws, customers have the right to withdraw from their purchase within 14 calendar days from the date of receipt of the goods, without the need to provide any reason.

To exercise this right, the customer must notify us in writing within the 14-day period.

2. Conditions for Returns

Returned items must strictly comply with the following conditions:

  • Items must be unused, unworn, unwashed, and in perfect resale condition

  • Items must be returned in their original packaging

  • Items must be free from damage, odours, stains, or any other signs of use

We reserve the right to refuse any return or apply a partial refund if the returned item does not meet these conditions.

3. Return Procedure

All return requests must be submitted to our customer support team prior to returning any item.

Returns sent without prior authorisation may be refused.

4. Return Shipping Costs

  • Return shipping costs are the sole responsibility of the customer

  • Original delivery charges are non-refundable, except where required by law

We strongly recommend using a tracked shipping service, as we cannot be held responsible for lost or damaged return shipments.

5. Refund Processing

Upon receipt and inspection of the returned item:

  • Refunds will be issued using the original payment method

  • A handling and restocking fee of 30% of the product value will be deducted from the refund

  • Refunds will be processed within 14 business days

6. Delivery Delays

Delivery times provided at checkout are indicative only.

Delays caused by third-party carriers, customs authorities, force majeure events, or peak periods do not constitute grounds for a full refund, provided the goods have been delivered.

7. Faulty, Damaged, or Incorrect Items

In the event that an item is received faulty, damaged, or incorrect:

  • The customer must notify us within 48 hours of delivery

  • Clear photographic evidence must be provided

  • Upon validation, we will offer a replacement or a full refund, in accordance with statutory obligations

8. Store Credit (Discretionary)

At our discretion, we may offer a store credit equivalent to the value of the returned product, valid for 12 months from the date of issue, as an alternative to a monetary refund.

9. Exclusions

The right of withdrawal does not apply to items that:

  • Have been used or altered

  • Are returned incomplete or damaged by the customer

  • Do not comply with the conditions outlined in this policy

10. Acceptance of Policy

By placing an order on this website, the customer acknowledges that they have read, understood, and accepted this Returns & Refunds Policy in its entirety.

11. Contact Information

All return requests must be submitted to:
contact@clayneofficial.com
Please include your order number in all correspondence.