Refund policy

Refund & Returns Policy

At Clara’s Spanish Cleaning, customer satisfaction is important to us. If you’re not completely happy with your purchase, we’ll do our best to help.

Your Right to Cancel

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

If you wish to cancel your order, please contact us within the 14-day cancellation period. Once you’ve notified us, you have a further 14 days to return the items.

To qualify for a refund under your right to cancel:

● Items must be returned in a resaleable condition.

● Products should be unopened, unused and in their original packaging where possible.

● Please include your order number or proof of purchase.

We reserve the right to reduce the amount refunded if the value of the goods has been diminished due to handling beyond what is necessary to inspect them.

Returning Your Order

If you would like to return an item, please contact us first so we can provide return instructions.

Unless the item is faulty, damaged or supplied incorrectly, you are responsible for the cost of returning the goods.

For your protection, we recommend using a tracked postal service, as we cannot be responsible for items lost or damaged during return transit.

Safe Place Deliveries

If you request that your parcel is left in a pre-arranged safe place, this is done at your own risk. Once the courier has confirmed delivery to the nominated safe place, we cannot be held responsible for any loss, theft, or damage to the parcel after delivery has been completed.

Refunds

Once your return has been received and inspected, we will notify you that your refund has been approved or declined.

If approved, your refund will be processed to your original payment method within 14 days of receiving the returned goods (or receiving proof that they have been sent back, whichever is earlier).

Please note that it may take a few additional working days for your bank or card provider to process the refund.

Original standard delivery charges will also be refunded where required by UK consumer law. Any additional charges for premium delivery services are non-refundable.

Faulty, Damaged or Incorrect Items

We take great care when packing every order. However, if your order arrives damaged, faulty or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

● Your order number.

● A description of the issue.

● Clear photographs of the item and packaging where possible.

Once we’ve reviewed your claim, we’ll arrange an appropriate solution, which may include a replacement, exchange or full refund.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

● Opened or used cleaning products unless they are faulty.

● Products that have been intentionally damaged or misused.

● Gift cards or digital products (where applicable).

This does not affect your statutory rights if an item is faulty or not as described.

Missing or Lost Parcels

If your parcel is delayed or appears to be lost, please contact us as soon as possible. We will investigate with the courier and keep you updated throughout the process.

Where a parcel is confirmed as lost by the courier, we will arrange either a replacement or a full refund.

Exchanges

We do not offer direct exchanges. If you would like a different product, please return your original item (if eligible) and place a new order.

Contact Us

If you have any questions about our Refund & Returns Policy or need assistance with your order, please contact us. Our aim is to resolve any issues quickly, fairly and with excellent customer service.

Thank you for shopping with Clara’s Spanish Cleaning.