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Refund and Returns Policy
At Clowas, customer satisfaction is important to us. This Refund and Returns Policy explains your rights and the procedures for returns, cancellations, refunds, and warranty claims.
Your Legal Right to Cancel (UK & EU Consumers)
If you are a consumer residing in the United Kingdom or the European Union, you have the legal right to cancel your purchase within 14 days of receiving your goods without giving any reason, subject to certain statutory exceptions.
To exercise your right to cancel, please contact our customer service team before the end of the cancellation period:
Email: support@clowas.co.uk
Please include your order number and details of the item(s) you wish to return.
Once you have informed us of your decision to cancel, you must return the goods within 14 days.
This right does not affect your statutory consumer rights.
Extended 30-Day Voluntary Return Policy
In addition to your statutory cancellation rights, we offer an extended voluntary return period of up to 30 days from the date of delivery for eligible products.
To qualify for a return under our extended return policy, the product must:
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Be returned within 30 days of delivery;
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Be in the same condition as received;
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Show no signs of damage caused by misuse;
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Include the original packaging where reasonably possible.
Personalised products and certain customised items cannot be returned unless they are faulty or defective.
Proof of purchase may be required.
How to Initiate a Return
To start a return, please contact our customer support team at:
Please provide:
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Your order number;
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The item(s) you wish to return;
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The reason for the return (optional).
Our customer service team will provide instructions and confirm the appropriate return address.
Return Addresses
Products may be dispatched from fulfilment centres located within the European Union or China, depending on stock availability and logistics arrangements.
To ensure that your return is processed correctly, you must contact customer service before sending any return parcel. Once your return request has been reviewed, we will provide detailed return instructions and the correct return address associated with your order.
Please do not send products to any address other than the one provided by our customer service team, as this may delay or prevent processing of your return.
For certain products originally shipped from China, the return address may be:
Building S6, 515
Aux Chuanghui Business Center
Xiaoxiang South Road
410012 Changsha, Hunan
China
Telephone: +86 15920018592
Order Cancellations
Orders may be cancelled before dispatch for a full refund.
If payment has already been processed but the order has not yet been shipped, we will issue a full refund once the cancellation request has been confirmed.
If the order has already been dispatched, you may still be entitled to exercise your statutory cancellation rights and return the goods in accordance with this policy.
Refund Process
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If approved, your refund will be processed to the original payment method used for the purchase.
Refunds are generally issued within 5 business days after approval. The time required for funds to appear in your account may vary depending on your payment provider or financial institution.
Return Shipping Costs
Unless the goods are faulty, defective, damaged, or incorrect, customers are responsible for the cost of returning items.
Original shipping charges are non-refundable unless otherwise required by applicable consumer protection laws.
Exchanges
If you have received a faulty, damaged, or incorrect item and require a replacement, please contact:
Our customer support team will guide you through the replacement process.
Damaged or Defective Items
If your item arrives damaged, defective, or develops a manufacturing fault, please contact us as soon as possible and provide:
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Your order number;
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A description of the issue;
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Clear photographs of the product and packaging.
We will assess the issue and advise on the appropriate solution, which may include repair, replacement, or refund.
Two-Year Product Warranty
In addition to your statutory rights, Clowas provides a voluntary two-year warranty from the date of delivery.
If a product develops a manufacturing or material defect during normal use within two years, we will, at our discretion, repair, replace, or refund the product.
This warranty covers defects in materials and workmanship under normal use conditions.
The warranty does not cover:
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Accidental damage;
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Misuse or improper installation;
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Normal wear and tear;
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Unauthorised modifications;
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Damage caused by external factors.
Customers are responsible for shipping costs associated with warranty claims unless otherwise required by applicable law.
Restocking Fees
We do not charge any restocking fees.
Eligible returns will receive a refund for the value of the returned goods in accordance with this policy.
Late or Missing Refunds
If you have not yet received your refund:
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Check your bank account again;
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Contact your card provider or payment provider;
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Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at:
Contact Us
If you have any questions regarding this Refund and Returns Policy, please contact:
Business Name: KUNJUN LANGYANG NETWORK TECHNOLOGY LIMITED
Email: support@clowas.co.uk
Company Address: RM D07, 8/F KAI TAK FTY BLDG, NO. 99 KING FUK STREET, SAN PO KONG, HONG KONG
Please note: This is not a return address.
Customer Support: Available 24/7
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