Refund policy
Return and Cancellations Policy
This Return and Cancellations Policy applies to purchases made from: Clover Moose, clovermoose.co.uk. This Policy explains how you can cancel orders, return goods and request refunds.
1. Standard Returns (Cooling-Off Period)
United Kingdom and European Union customers can cancel an order within 14 calendar days from the day after delivery. To exercise your right to cancel, you must inform us of your decision via email on: clovermoose@outlook.com
You may use the sample Cancellation Form Template below in your email, but this is not mandatory:
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Cancellation Form Template
To: Clover Moose
Email: clovermoose@outlook.com
Subject: Return Request for Order # (your order number)
I hereby give notice that I cancel my contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Item(s) you are cancelling:
Name of customer:
Address of customer:
Reason for cancellation (optional):
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If you cancel your order, you must return the goods within 14 calendar days of notifying us via email. To be eligible for a return, your item must be in the same condition that you received it, unworn, unwashed or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.
Returns Address (for Standard / Cooling-Off Period Returns):
Clover Moose Returns
16 Chapel Fields
SG18 0ND
United Kingdom
· We recommend using a trackable service and keeping proof of postage. You are responsible for the cost of returning the goods unless these are faulty or not as described.
· We will refund the price paid for the goods
· We will also refund the cost of standard delivery (if applicable). If you selected premium delivery, only the standard delivery cost will be refunded.
· Refunds will be made using the same payment method used for the original transaction
· We will process your refund within 14 calendar days of receiving the returned goods or receiving proof that you have sent these back (whichever is earlier).
2. Condition of Returned Goods
You may handle the goods to inspect these as you would in a physical shop. However, we may reduce your refund if the value of the goods has been diminished due to handling beyond what is necessary to establish their nature, characteristics and functioning. We recommend returning items in their original packaging where possible.
3. Faulty, Damaged or Incorrect Goods
Please inspect your order upon receipt and contact us immediately on clovermoose@outlook.com if an item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and resolve this before requesting a return. Please provide a brief description and photos of the issue in your email to us.
Your rights under the Consumer Rights Act 2015 are as follows:
Within 30 Days of Delivery
If goods are faulty, not as described or unfit for purpose, you have the right to reject these and receive a full refund.
After 30 Days and up to 6 Months of Delivery
If a fault develops within 6 months of delivery, you are entitled to a repair or replacement of the item. If repair or replacement is not possible or unsuccessful, you are entitled to a refund.
Within the first 6 months, the law presumes the fault was present at the time of delivery unless we can prove otherwise.
After 6 Months of Delivery
If a fault develops after the first 6 months, you may still be entitled to a repair or replacement, but you will need to provide evidence that the fault was present when the item was delivered.
If goods are confirmed to be faulty or incorrect, we will:
· Provide a full refund, repair or replacement, as appropriate
· We will cover reasonable return postage costs for faulty or incorrect item(s), if we request for these item(s) to be returned.
4. How to Return an Item (for Faulty, Damaged or Incorrect Goods)
To initiate a return for faulty, damaged or incorrect goods, please email: clovermoose@outlook.com
Please include:
· Your order number
· The item(s) you wish to return
· Reason for return
· Photos of the item(s) you wish to return showing the issue
We will cover reasonable return postage costs for faulty or incorrect items, if we request that the items are returned.
This Policy does not affect your statutory rights.
5. Exceptions / Non-Returnable Items
Please be aware that the colour of the finished printed products may slightly differ from the colours seen on your computer/device screen. Despite our efforts for accurate colour reproduction, we cannot guarantee an exact match between the on-screen representation and the final printed product. This is not a fault or an item description issue.
The following items cannot be returned unless faulty or not as described:
· Personalised, made-to-order or custom-made goods
· Perishable goods
· Sealed hygiene or personal care items once unsealed
· Gift cards
This does not affect your statutory rights.
6. Refunds
We will notify you once we have received and inspected your return and let you know if the refund was approved. If an item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and resolve this, please contact us via email clovermoose@outlook.com before posting the return. We will advise you of the next steps. If approved, you will be automatically refunded on your original payment method within 14 calendar days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 calendar days have passed since we have approved your return, please contact us on: clovermoose@outlook.com
7. Contact Us
For any questions about your order, returns or refunds, please contact us via email:
Returns:
If you are returning items under the Standard / Cooling-Off Period, please use the Returns Address provided in Section 1 of this Policy.