Refund policy

1. Your Right to Cancel

If you purchased your order online, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.

To exercise your right to cancel, please contact us by email before the cancellation period expires.

After notifying us, you must return the item within 14 days.

2. Return Eligibility

To be eligible for a return, the product should:

  • Be returned within the applicable return period.
  • Include all original accessories and components.
  • Be securely packaged to prevent damage during transit.

You may inspect the product as you would in a physical retail store.

If the product has been used beyond what is reasonably necessary to inspect it, and its value has been reduced, we may make a reasonable deduction from your refund as permitted under UK consumer law.

3. Faulty, Damaged or Incorrect Products

If your order arrives:

  • Damaged
  • Defective
  • Not working correctly
  • Missing parts
  • Different from what you ordered

Please contact us within 30 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photos or videos of the product
  • Photos of the packaging if it arrived damaged

Depending on the situation, we may provide:

  • A replacement
  • A repair
  • A full refund
  • A partial refund where appropriate

4. Return Shipping

If you are returning an item because you changed your mind, you are responsible for the return shipping costs unless otherwise stated.

If the product is faulty, damaged, incorrect, or not as described, we will cover the reasonable return shipping costs where required by law.

Please do not return any item before contacting our support team, as we will provide the correct return instructions.

5. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Refunds are normally processed within 14 days after receiving the returned product or receiving proof that the item has been returned, where applicable.

Processing times may vary depending on your payment provider.

6. Non-Returnable Items

We may refuse a return if:

  • The product has been intentionally damaged.
  • Parts or accessories are missing due to customer handling.
  • The product has been modified or repaired without authorization.
  • The returned item is not the product originally supplied by us.

This does not affect your legal rights if the item is faulty or not as described.

7. Order Cancellation Before Dispatch

Orders may be cancelled before dispatch.

If your order has already been shipped, you will need to follow the return procedure outlined above.

8. Contact Us

If you have any questions about returns or refunds, please contact us.

Email: cleanoraofficialsupport@gmail.com

We aim to respond within 24–48 business hours.