Should you require an exchange or refund on your purchase we ask you to return the goods unused with all original tags intact and in original unused condition, please do this within 14 days of delivery. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with a receipt or proof of purchase.
Gift cards Custom Orders (unless damaged or faulty)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This usually shows up in your account within 72 hours. Processing times are out of our jurisdiction some issuers can take up to 10 days to redeposit your funds. We cannot except returns on custom orders unless the item is damaged or faulty.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
You can exchange your item by following our returns procedure and then placing a new order. We cannot exchange custom orders.
Changes and Cancelling:
Please contact Cley Hill and we will do our best to accommodate you, however once products have been dispatched you will need to follow our returns procedure. We cannot cancel custom orders once they have gone into production.
Gifts: If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to them to give to you later, we will require proof of purchase and the item to be returned before we can send a refund, this will go back on to the gift givers original method of payment.
To return your product, you should mail your product to: Cley Hill Unit 1 Combe Buildings, Whatley Frome GB Ba11 3JU You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, unless your item was faulty or damaged. If you are shipping an item over £50, you should consider using a traceable shipping service or purchasing shipping insurance. It is your responsibility to ensure that we will receive your returned item.