Returns & Refunds Policy

Last updated: 7 October 2026

Our promise: 30 days for everyone. Clearcraft offers a 30-day no-quibble money-back guarantee to both consumer and business customers. Consumer statutory rights are additional and are not affected by this policy.

At Clearcraft, we want you to be completely happy with your purchase. If something is not right, please contact us and we will do our best to resolve it quickly and fairly.

1. Our 30-day no-quibble guarantee

You may return a standard product purchased directly from Clearcraft within 30 days of receiving it if you decide it is not right for you. You do not have to give us a reason.

You are welcome to inspect and reasonably try the product during this period. We do not require an item to be completely unused simply because you wish to use our 30-day guarantee. We do ask that you take reasonable care of the goods and return all relevant components and accessories where possible.

The guarantee does not cover goods that have been deliberately damaged, misused or damaged through unreasonable handling after delivery.

For a change-of-mind return under our 30-day guarantee, we will refund the price paid for the returned goods. Unless the goods are faulty, damaged, incorrect, or we agree otherwise, you are responsible for the cost of returning them to us.

2. Consumer right to cancel an online order

If you are buying from us as a consumer, you also have a statutory right to cancel most online orders. You may tell us that you wish to cancel at any time from placing the order until 14 days after the day on which you, or someone nominated by you other than the carrier, receives the goods.

This statutory right is separate from, and additional to, our 30-day no-quibble guarantee.

To cancel, simply tell us clearly that you wish to cancel the contract. You do not need to complete a form. Emailing info@clearcraftltd.co.uk is sufficient, or you may write to us at the address below.

Clearcraft Limited, Unit 11, Kingstons Farm, Downhall Road, Matching, Essex CM17 0RB
Email: info@clearcraftltd.co.uk

3. How to return an item

Please contact us before sending anything back. Tell us your order number, which item you wish to return, and where the goods are being returned from. We will confirm the appropriate return instructions.

Unless we tell you otherwise, returns should be sent to:

Clearcraft Limited, Unit 11, Kingstons Farm, Downhall Road, Matching, Essex CM17 0RB
Email: info@clearcraftltd.co.uk

Please package the goods carefully to protect them in transit and obtain proof of postage or another form of tracking. Until returned goods reach us, they remain your responsibility unless we or our appointed carrier have collected them from you.

Lamp oil and some other products may be subject to carrier restrictions. Please contact us before attempting to return lamp oil so that we can advise you on an appropriate method of return.

4. Returns after a consumer cancellation

If you exercise your statutory consumer right to cancel, you should return the goods without undue delay and normally within 14 days of telling us that you wish to cancel.

For an ordinary change-of-mind return, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.

Where a consumer validly cancels an order, we will refund the payments due to you in accordance with applicable consumer law. This includes the price of the goods and, where required, the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, such as express delivery, we are not required to refund the extra amount above our standard delivery charge.

We may reduce the refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

5. Faulty goods

If you believe a product is faulty, please contact us at info@clearcraftltd.co.uk and include your order number and a description of the problem. Photographs can often help us resolve the matter more quickly, and we may ask you to provide them where appropriate.

Goods supplied to consumers must meet the standards required by law, including being of satisfactory quality, fit for their intended purpose and as described. Depending on the circumstances and how long you have had the goods, statutory remedies may include a refund, repair, replacement or price reduction.

Consumers normally have a 30-day short-term right to reject goods that do not conform to the contract. This statutory protection is separate from Clearcraft’s own 30-day no-quibble guarantee.

Nothing in this policy limits or excludes your statutory rights.

6. Damaged goods

We take considerable care when packing orders, but occasionally a product may be damaged in transit. If your order arrives damaged, please contact us as soon as reasonably possible at info@clearcraftltd.co.uk.

Please include your order number and, where possible, photographs of the item and packaging. We may ask you to retain the packaging while we investigate the damage.

We will arrange an appropriate solution, which may include replacement, refund or another agreed remedy. If goods need to be returned because they arrived damaged, Clearcraft will bear the reasonable return cost.

You do not lose your statutory rights merely because you accepted a damaged parcel from the carrier.

7. Incorrect items

If we have sent you the wrong product, please contact us at info@clearcraftltd.co.uk with your order number and details of the item received. We will arrange to correct the mistake as quickly as reasonably possible.

Where a return is required because Clearcraft supplied the wrong product, we will bear the reasonable cost of returning it.

8. Return postage costs

For a change-of-mind return under our 30-day guarantee, you will normally pay the return postage.

Clearcraft will normally pay or reimburse reasonable return costs where:

• we supplied the wrong item;
• the item arrived damaged;
• the item is faulty and you are legally entitled to return it; or
• we specifically agree to meet the return cost.

9. Refunds

Once a refund has been approved, we will process it without undue delay. Refunds will normally be returned to the original payment method.

Where goods are being returned following a consumer cancellation, we may wait until we receive the goods back, or receive evidence that they have been sent back, before issuing the refund.

The time taken for the money to appear in your account after we issue the refund may depend on your bank, card issuer, PayPal or payment provider.

10. Business customers

The statutory consumer cancellation provisions apply to consumers where required by law. However, Clearcraft voluntarily extends its 30-day no-quibble money-back guarantee to our business customers as well.

This means restaurants, hotels, pubs, churches and other business customers may return standard goods within 30 days of receipt under the terms of the Clearcraft guarantee.

For a business change-of-mind return, we will normally refund the price paid for the returned goods. The business customer is responsible for return carriage unless the goods are faulty, damaged, incorrectly supplied or we agree otherwise.

11. Our guarantee and your statutory rights

The Clearcraft 30-day no-quibble guarantee gives customers rights in addition to any legal rights that apply to their purchase. For consumers, this guarantee does not replace, limit or affect your statutory rights.

Your statutory rights may continue for considerably longer than the 30-day Clearcraft guarantee where goods are faulty or otherwise fail to conform to the contract.

12. Complaints

If you are unhappy with the way we have dealt with a return, refund, replacement or complaint, please tell us. We would much rather have the opportunity to put things right.

Please contact us and include your order number and as much relevant information as possible so that we can investigate promptly:

Clearcraft Limited, Unit 11, Kingstons Farm, Downhall Road, Matching, Essex CM17 0RB
Email: info@clearcraftltd.co.uk