Refund policy

RETURN & REFUND POLICY

Last updated: 15 September 2026

At Clents Raukins, we want you to shop with confidence. This Return & Refund Policy explains your rights when purchasing from clentsraukins.store, including your statutory rights under applicable UK consumer law.

Nothing in this policy is intended to limit or exclude any rights you have under UK law.

For any questions regarding a return, cancellation, exchange or refund, please contact us at:

Email: costumer@clentsraukins.store
Website: clentsraukins.store

1. YOUR STATUTORY RIGHTS

Products sold by Clents Raukins must be:

of satisfactory quality;
fit for their intended purpose;
as described; and
consistent with the information provided to you before purchase.

Your statutory rights apply in addition to any voluntary return rights offered under this policy.

Nothing in this policy affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. 14-DAY RIGHT TO CANCEL ONLINE ORDERS

If you are a consumer purchasing online, you generally have the legal right to cancel your order without giving a reason.

You must inform us that you wish to cancel within 14 days from the day you receive the goods.

If your order contains multiple items delivered separately, the 14-day cancellation period begins from the day you receive the last item in the order.

To exercise your right to cancel, contact:

costumer@clentsraukins.store

Your message must clearly state that you wish to cancel your purchase.

You do not need to provide a reason.

Your cancellation will be considered exercised on the date you send us your cancellation request, provided it is sent within the applicable cancellation period.

3. RETURNING GOODS AFTER CANCELLATION

After notifying us that you wish to cancel, you must send the goods back within 14 days.

Please contact us before sending the goods so that we can provide the correct return instructions and return address.

The requirement to contact us for return instructions does not prevent you from exercising your statutory right to cancel by sending us a clear cancellation notice within the applicable cancellation period.

Unless the goods are faulty, damaged, incorrect or otherwise not in conformity with the contract, the customer is responsible for the direct cost of returning the goods.

We recommend using a tracked or otherwise reliable shipping service and retaining proof of postage until your return has been processed.

4. CONDITION OF RETURNED ITEMS

You may inspect and handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way you would normally be permitted to inspect an item in a physical shop.

Where possible, returned products should include:

original packaging;
labels and tags;
accessories supplied with the product; and
any other components originally included.

You may be responsible for any reduction in the value of the goods caused by handling beyond what is reasonably necessary to inspect them.

Where permitted by law, any such reduction in value may be deducted from your refund.

Simply opening packaging or trying on a garment in a reasonable manner will not automatically prevent you from exercising your cancellation rights.

5. REFUNDS FOR CANCELLED ONLINE ORDERS

Where you validly exercise your statutory right to cancel, we will refund payments received from you for the cancelled goods.

We will also refund the cost of the least expensive standard delivery option offered by us at the time of purchase.

If you selected a premium, express or other more expensive delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.

We may withhold the refund until:

we have received the returned goods; or
you provide evidence that you have returned the goods,

whichever occurs first.

Once the applicable condition above has been met, the refund will be made without undue delay and no later than 14 days.

Refunds will normally be issued to the same payment method used for the original purchase, unless you expressly agree otherwise.

You will not be charged a refund processing fee.

Banking or payment-provider processing times may mean that the refunded funds take additional time to appear in your account after we have issued them.

6. FAULTY, DAMAGED OR INCORRECT GOODS

Your statutory rights are separate from the 14-day change-of-mind cancellation right.

If your product is:

faulty;
damaged;
not of satisfactory quality;
not fit for purpose;
materially different from its description; or
not the product you ordered,

please contact us as soon as possible at:

costumer@clentsraukins.store

Please include your order information and, where reasonably possible, photographs showing the issue so that we can investigate promptly.

Providing photographs can help us process your request but does not remove your statutory rights.

7. 30-DAY SHORT-TERM RIGHT TO REJECT

Under the Consumer Rights Act 2015, consumers may have a short-term right to reject goods that do not conform to the contract.

For most goods, this right lasts for 30 days.

Where this statutory right applies, you may be entitled to reject the goods and receive a refund.

The 30-day period generally begins once the relevant legal conditions have been met, including delivery of the goods.

This right is separate from the 14-day cancellation right applicable to most online purchases.

8. FAULTS DISCOVERED AFTER 30 DAYS

If a fault is discovered after the initial short-term right to reject has expired, you may still have statutory remedies.

Depending on the circumstances, you may be entitled to:

repair;
replacement;
price reduction; or
a final right to reject the goods.

Where repair or replacement is the appropriate remedy, it must be provided within a reasonable time, without significant inconvenience to the customer and without requiring the customer to bear necessary costs associated with the remedy.

If a repair or replacement is impossible, unsuccessful or otherwise meets the legal conditions for a further remedy, you may have the right to a price reduction or to reject the goods.

9. FAULTS ARISING WITHIN SIX MONTHS

Where goods develop a fault within the first six months, UK consumer law may presume that the fault was present at the time of delivery unless the trader can demonstrate otherwise or that presumption is incompatible with the nature of the goods or the fault.

Your available remedy will depend on the circumstances and the requirements of the Consumer Rights Act 2015.

After the first six months, consumers may still have rights regarding faulty goods, although the evidential requirements may differ.

10. RETURN COSTS FOR FAULTY OR INCORRECT GOODS

Where goods are faulty, incorrect or otherwise fail to comply with your statutory rights, Clents Raukins will bear the necessary reasonable costs associated with an applicable statutory return, repair or replacement.

Please contact us before returning such goods so that we can provide appropriate return instructions.

11. CHANGE-OF-MIND RETURN EXCEPTIONS

The statutory right to cancel does not apply to certain categories of goods where an exception recognised by UK law applies.

These may include, where relevant:

goods made to your specifications or clearly personalised;
goods which are liable to deteriorate or expire rapidly;
sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed;
sealed audio, video recordings or computer software once unsealed;
newspapers, periodicals or magazines, subject to applicable exceptions; and
goods which, after delivery, become inseparably mixed with other items because of their nature.

These exceptions apply only where permitted by law.

Where an item is faulty, not as described or otherwise fails to comply with your statutory rights, an exclusion from the change-of-mind cancellation right does not automatically remove the remedies available under consumer law.

12. HYGIENE-SENSITIVE PRODUCTS

For hygiene-sensitive products, the right to cancel may cease once a hygiene or protective seal has been broken where the product is genuinely unsuitable for return for health protection or hygiene reasons.

This exception will only be relied upon where legally applicable.

Trying on ordinary clothing does not automatically remove your statutory cancellation rights.

13. SALE AND PROMOTIONAL ITEMS

Products purchased during a sale, promotion or with a discount have the same statutory consumer rights as products purchased at full price.

A discount or promotional price does not remove your rights where goods are faulty, not as described or otherwise fail to conform to the contract.

14. EXCHANGES

Where available, we may offer an exchange for another size, colour or product.

Exchanges are subject to product availability.

An exchange offered voluntarily by Clents Raukins does not replace or limit any statutory remedy to which you may be entitled.

If the requested replacement is unavailable, we will discuss the appropriate alternative with you.

15. ITEMS DAMAGED BY THE CUSTOMER

We are not responsible for faults or damage caused by:

misuse;
accidental damage after delivery;
failure to follow reasonable care instructions;
normal wear and tear; or
unauthorised alterations or repairs,

where the issue is not attributable to a breach of your statutory rights.

This does not affect any remedy available where an underlying defect or lack of conformity existed independently of the customer's actions.

16. REFUSED OR UNCOLLECTED DELIVERIES

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid exercise of your statutory right to cancel.

If you wish to cancel an order, please notify us clearly at:

costumer@clentsraukins.store

If an uncollected or refused parcel is returned to us, we will handle any refund in accordance with your statutory rights and the circumstances of the order.

17. LOST RETURNS

Customers returning goods under a change-of-mind cancellation are encouraged to retain proof of return.

Where you provide evidence that the goods were sent back within the required period, your statutory refund rights will be assessed in accordance with applicable UK law.

Where we provide a prepaid return service for faulty or incorrect goods, please follow the instructions supplied by us.

18. PROOF OF PURCHASE

We may request reasonable proof that the item was purchased from Clents Raukins.

Acceptable proof may include:

an order confirmation;
order number;
payment record;
email confirmation; or
other reasonable evidence of purchase.

19. REFUND PROCESSING

Once a refund has been approved and issued by us, the time required for funds to appear in your account may depend on your bank, card issuer or payment provider.

This payment-provider processing period is separate from the time within which we are legally required to issue the refund.

If you believe an issued refund has not reached you within a reasonable period, please contact us.

20. CANCELLATION BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

costumer@clentsraukins.store

Where we are able to stop the order before dispatch, we will process the cancellation accordingly.

If the order has already been dispatched, this does not remove any statutory cancellation right that may apply after delivery.

21. OUR RIGHT TO CANCEL AN ORDER

In limited circumstances, we may cancel an order before fulfilment, including where:

an item is unavailable;
there is an obvious pricing or listing error;
payment cannot be authorised;
fraud or unlawful activity is reasonably suspected; or
we are legally unable to fulfil the order.

Where we cancel an order and payment has already been collected, we will refund the amount due to you.

Nothing in this section permits us to cancel or refuse an order unlawfully or in a manner inconsistent with UK consumer law.

22. STATUTORY CLAIM PERIODS

Your rights concerning faulty goods may continue beyond the specific periods described above.

The legal limitation period for bringing certain contractual claims may be up to six years in England, Wales and Northern Ireland and generally five years in Scotland, depending on the circumstances.

These limitation periods do not mean that every product is expected or guaranteed to last for six or five years. The expected durability of a product depends on factors such as the nature of the item, price, description and reasonable expectations.

23. MODEL CANCELLATION FORM

You may use the form below if you wish to cancel your contract, although its use is not mandatory.

To: Clents Raukins
Email: costumer@clentsraukins.store

I hereby give notice that I cancel my contract of sale for the following goods:

Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Date:

You may send this information by email to:

costumer@clentsraukins.store

A clear statement that you wish to cancel is sufficient; you are not required to use this form.

24. FAIR TREATMENT OF CUSTOMERS

Clents Raukins will not seek to restrict, misrepresent or remove statutory consumer rights.

Information regarding returns, refunds, cancellations and remedies will be provided in a clear and fair manner in accordance with applicable UK consumer protection requirements.