Returns Policy

Is your order faulty?

If the product you receive is damaged or faulty then please contact us.

Please contact us using the instructions below before sending the item(s) back to us so we can create a return for you.

Have you changed your mind?

If you have changed your mind and wish to return your order, you will have to return it at your own cost.

• • If you change your mind within 30 days after the order was delivered, you can still return it for a refund (minus any postage charges), however there will be a restocking fee of 20% or £4.50 (whichever is higher) which will be deducted from the refund amount.
  • If you change your mind 30 days after the order was delivered, orders cannot be returned for a refund. However please feel free to get in touch to see if we can help.

How to request a return

Please contact us by calling our Customer Service Team on 01458 730093 (9AM-6PM Mon-Fri except Bank Holidays) or by sending us an e-mail to shop@clconvenience.store.

We will check the order and assist you as much as we can to resolve the issue without needing to create a Return. Should a Return be required, we will confirm the details and create a Return for you. Details of the return and instructions on what to do will be sent to the e-mail address on your account, so please ensure it's up to date.

Once you have received the Returns e-mail, please ensure you follow all the instructions in the e-mail and attached Returns Document. You can then return the item(s) to us with the returns page printed off and included in with the return. If you're unable to print it, please write the Return ID on a piece of paper and include it in the return, as this will help to ensure your Return is processed quickly by our Returns team. Goods cannot be returned by the customer unless displaying or including a Customer Returns ID. Returned goods not clearly showing this number will not be accepted by our returns team. The issue of a goods return ID is not an agreement to credit. The customer is responsible for the return of the goods to the company.

If the Return is accepted:
If it's for an exchange or replacement, an order for this will be created by our Returns Team which will be processed by our Store team. You'll get an e-mail when it is dispatched.
If it's for a refund, you'll be sent an e-mail to confirm when this has been done by the Returns Team. It will have a Credit Note attached for your records.  

If the Return is rejected we will contact you by e-mail or a phone call to let you know why and to offer to return the item back to you for a charge of £4.99 for postage. If you do not want the item back, it will be recycled as best we can.