We have a 60-day return policy, which means you have 60 days from delivery to request a return.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You'll also need your order number or proof of purchase.

Our return process

1. Email hello@clearhalo.com with your order number to request a return.

2. We will authorise the return in line with this policy and email you our return form, which includes the returns address for your location.

3. Send the item back with a tracked service.

4. Once your return reaches us, we take up to 10 business days to process it and refund your original payment method.

Items sent back without first requesting a return will not be accepted. You can contact us with any return questions at hello@clearhalo.com.

Return due to change of mind

We are happy to accept change-of-mind returns as long as you request the return within 60 days of delivery and the item is returned unused, in its original packaging and in resaleable condition. All returns must be authorised by us first. Return shipping for change-of-mind returns is paid by the customer, who arranges their own shipping.

European Union 14-day cooling-off period

If your order is delivered within the European Union, you also have the right to cancel or return it within 14 days for any reason and without giving a reason. As above, the item must be unused, in the same condition that you received it and in its original packaging.

Damaged or faulty on arrival

Please check your order when it arrives and contact us straight away if an item is damaged, faulty or not what you ordered. Email us your order number with photos of the item and the packaging, and we will send a replacement or replacement parts at no cost to you.

Warranty

Every item is covered by our 2-year warranty from the date of delivery. We will honour any valid warranty claim made within 2 years of delivery, where a product has developed a fault that cannot be fixed by sending a replacement or replacement part. If the item needs to come back to us, we arrange and pay for the return shipping. We process warranty claims within 10 business days of receiving the item. Once a claim is approved, you can choose:

(a) a refund to your payment method
(b) a replacement item sent to you (if in stock)

For more on damaged and faulty items, see Our Guarantee.

Items we can't accept back

Custom-made products (such as special orders or personalised items) cannot be returned unless they are faulty. We also do not accept returns of hazardous materials, flammable liquids or gases. Please get in touch if you have questions about a specific item.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

Returns outside these terms

We may refuse a refund for items returned outside the terms of this policy, and such items may be sent back to you at your expense; we will tell you the charges first. If you send the item back to us again, or refuse to accept its redelivery, we may dispose of it without further notice.

Please include your order number on the return form we email you. We recommend sending returns with a tracked service: if a return is lost in transit without tracking, we cannot process your claim.

Refunds

We will let you know once we have received and inspected your return, and whether the refund is approved. Approved refunds are made to your original payment method within 10 business days. Your bank or card provider may take a little longer to show it. If more than 15 business days have passed since we approved your return, please contact us at hello@clearhalo.com.