Refund policy

RETURNS POLICY

PLEASE NOTE: WE DO NOT OFFER FREE RETURNS. RETURN SHIPPING COSTS ARE THE RESPONSIBILITY OF THE CUSTOMER.

Can I return my order?

Yes, you can. If you are not satisfied with the items you have received, you may return them within 30 days of delivery, provided the following conditions are met:

  1. The item is returned with all original components and packaging, in the same condition as received.
  2. Only normal handling of the product is acceptable. Damage caused by careless use is not eligible for return.
  3. Items for which hygiene is relevant must be thoroughly cleaned before initiating the return process.
  4. The product was found to be faulty immediately upon receipt.
  5. We reserve the right to charge the customer for return shipping costs.
  6. Returns will be processed within 7 working days. If all conditions are met, the return will be officially confirmed within this period.

We reserve the right to refuse returned items if we have reason to believe they have been used or damaged through no fault of our own.

How do I return my order?

If your order meets the above conditions, please follow these steps to initiate your return:

Send an email to: info@clarakensington.co.uk

Please include the following information:

  • Order number
  • Reason for the return request
  • Photo of the item if damaged
  • Full name
  • Delivery address

We will then be in touch to provide you with the correct return address. Please do not send your return to the sender address — we will provide the correct address once your request has been received.

CANCELLATION POLICY

Right to Cancel

You have the right to cancel your order within 14 days of receiving your goods, or from the day a third party nominated by you (other than the carrier) receives or takes possession of the last item in your order.

As we operate a fully automated system, orders are processed immediately upon placement. This means we are unable to interrupt the shipping process once an order has been dispatched, and refunds cannot be issued on this basis alone.

To exercise your right to cancel, you must notify Clara Kensington by sending a clear written statement (for example, by email) to info@clarakensington.co.uk confirming your decision to cancel. The cancellation will be completed upon receipt of the returned goods. Return shipping costs are the responsibility of the buyer.

Orders in Transit

As our products are shipped from Asia, transit times may be longer than usual and are outside of our control. If your order is already on its way, cancellation is not possible at that stage. Please wait until you have received the goods and then proceed with a return. You are of course welcome to notify us of your intention to cancel in advance. To ensure the fastest possible refund, we kindly ask you to send us proof of postage once the return has been shipped.

Consequences of Cancellation

If you cancel your order in accordance with the above, we will reimburse all payments received from you, excluding delivery costs (unless you selected a delivery method other than the standard option we offer), without undue delay and no later than 14 days from the day we receive both your cancellation notice and the returned goods. Reimbursement will be made using the same payment method you used for the original transaction, unless expressly agreed otherwise. No additional charges will be applied for this reimbursement.

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.