Refund policy

Return & Refund Policy

Cluethers

Last updated: 12 October 2026

At Cluethers, we carefully select our leather goods with attention to craftsmanship, quality and detail. We want you to feel confident and satisfied with every purchase.

If something isn't quite right, we're here to help.

1. Our 30-Day Return Policy

We offer a 30-day return policy, meaning you can request a return within 30 days of receiving your order.

For returns requested outside the statutory 14-day cancellation period, items must be:

Unworn and unused.
In their original condition.
Returned with their original tags and packaging.
Accompanied by proof of purchase, such as an order number or confirmation email.

To request a return, please contact us at cluethers@gmail.com within 30 days of receiving your order.

Once we receive your request, we will provide return instructions. Please send your eligible return within 14 days of notifying us.

Our voluntary 30-day return policy does not affect your statutory consumer rights, which are explained below.

2. Your Statutory Right to Cancel

Under the UK Consumer Contracts Regulations 2013, customers generally have the right to cancel an online purchase within 14 days of receiving their goods, without providing a reason.

You may also cancel your order before it has been delivered.

To exercise this right, please notify us at cluethers@gmail.com, or provide another clear statement of your decision to cancel.

You then have a further 14 days after notifying us to return the goods.

You may inspect or try on the products in the same way you reasonably would in a physical shop.

We may make a deduction from your refund if the value of the goods has been reduced by handling beyond what is necessary to establish their nature, characteristics and functioning, where permitted by law.

Original packaging and attached tags are encouraged but are not absolute requirements for exercising your statutory cancellation rights.

3. How to Return an Item

To arrange a return:

Contact us at cluethers@gmail.com with your order number.
Let us know which item you wish to return.
We will provide the return address and relevant instructions.
Package the item securely to protect it during transportation.
Send your return within the applicable return period.

Return Address:

Cluethers

Thurlow Towers, Knollys Rd SW16 2JY

London, United Kingdom

We recommend using a tracked postal service and keeping your proof of postage until your return has been processed.

For statutory cancellations, you do not need our approval to exercise your right to cancel, provided you notify us within the applicable cancellation period.

4. Return Shipping Costs

Change of Mind

If you wish to return an item because you have changed your mind, you are responsible for paying the direct cost of return postage, unless we have expressly agreed otherwise.

You may choose your preferred postal service, provided the item is returned securely to the address supplied.

If we offer a prepaid return label for a change-of-mind return, we will explain any applicable charge before you agree to use it.

Damaged, Faulty or Incorrect Items

If your item arrives damaged, is faulty or is not as described, Cluethers will cover reasonable return shipping costs where required under UK consumer law.

Please contact us before arranging the return so we can provide assistance and agree on an appropriate return method.

Your statutory consumer rights remain unaffected.

5. Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives.

If you receive an item that is damaged, faulty, not as described or different from what you ordered, please contact us at cluethers@gmail.com.

Where possible, include:

Your order number.
A description of the issue.
Photographs of the affected item and packaging.

Under the Consumer Rights Act 2015, customers have statutory rights when goods are faulty, not as described or not of satisfactory quality.

These rights may include a refund, repair or replacement, depending on the circumstances.

For qualifying faulty goods, customers generally have a short-term right to reject the goods within 30 days of delivery. Additional statutory remedies may remain available after this period.

You are not required to report a fault immediately upon delivery to retain your statutory rights.

Our voluntary 30-day return policy does not limit these rights.

6. Exceptions and Non-Returnable Items

Certain products may be excluded from the statutory right to cancel, including goods made to a customer's specifications or clearly personalised, where the relevant legal exception applies.

Any applicable exclusions will be clearly explained before purchase.

Sale and Discounted Items

Items purchased during a sale or promotion retain the same statutory consumer rights as full-price products.

Our standard 30-day voluntary return policy also applies to eligible sale items.

None of these conditions affects your statutory rights if a product is faulty, damaged or not as described.

7. Exchanges

If you would like a different size, colour or product, please contact us at cluethers@gmail.com.

The easiest way to arrange an exchange is to return the original eligible item and place a separate order for the replacement.

For exchanges requested due to a change of mind, customers are responsible for the direct return postage costs, unless otherwise agreed.

If an exchange is required because an item is faulty or incorrect, your statutory consumer rights will apply.

8. Refunds

Once we receive your returned item, we will inspect it and confirm the refund arrangements.

Statutory Cancellations

For cancellations made under your statutory 14-day right, refunds will be issued without undue delay and no later than 14 days after:

We receive the returned goods; or
You provide evidence that you have sent the goods back, whichever is earlier.

If your order was cancelled before the goods were delivered, we will refund you within 14 days of receiving your cancellation notification.

For cancellations of an entire order under your statutory cancellation right, we will refund the original standard delivery charge where applicable.

If you selected a more expensive delivery method, we are not required to refund the additional cost above our least expensive generally available standard delivery service.

Returns Under Our Voluntary 30-Day Policy

For eligible returns accepted outside the statutory cancellation period, we will refund the product price within 14 days of receiving the returned item.

Original delivery charges are not refunded under this additional voluntary policy unless required by law.

Refund Method

Refunds will be issued to your original payment method unless you expressly agree otherwise.

We will not charge you a fee for issuing a refund required under your statutory cancellation rights.

Please note that your bank or payment provider may require additional time to display the refunded amount.

If you have any questions about your refund, please contact us at cluethers@gmail.com.

9. Model Cancellation Form

You may use the following form to exercise your statutory right to cancel, but you are not required to do so. Any clear statement of your decision to cancel is sufficient.

To: Cluethers

Email: cluethers@gmail.com

Address: Thurlow Towers, Knollys Rd, SW16 2JY

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

Goods:

Ordered on / received on:

Name of customer:

Customer address:

Order number (if known):

Signature (only if submitted on paper):

Date: