Refund policy
Refund & Returns Policy
This policy explains your rights to cancel, return and obtain a refund when you buy from Eclara LTD (trading as Eclara, eclara.uk). It reflects your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.
Your 14-day cancellation right (cooling-off period)
If you are a consumer, you have the right to cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason.
To cancel, simply email us at hello@eclara.uk with your order number and a clear statement that you wish to cancel. After telling us you wish to cancel, you then have a further 14 days to return the goods to us.
How to start a return
- Email hello@eclara.uk with your order number and the reason for your return.
- We will reply with confirmation and the return address.
- Pack the item securely and send it back to: Office 12, Initial Business Centre, Wilson Business Park, Manchester M40 8WN, United Kingdom.
Please do not send items back before contacting us, as this helps us process your return correctly.
Condition of returned goods
Goods should be returned in the same condition you received them, complete with any accessories and packaging where possible. You may handle the goods as you would in a shop to check they are as expected. If the value of the goods is reduced because of handling beyond what is necessary to establish their nature, characteristics and functioning, we may deduct an amount to reflect that reduction.
Who pays for return postage
If you are returning an item because you have changed your mind (under your cooling-off right), you are responsible for the cost of return postage. If the item is faulty, not as described, or was damaged or incorrect when it arrived, we will cover the cost of return postage.
Refunds: timing and method
Once we receive the returned goods (or proof that you have sent them back, whichever is earlier in the case of cancellation), we will refund you within 14 days. Refunds are made to the original payment method used for the order. Where you exercised your cooling-off right, we will refund the price of the goods and the standard delivery cost; return postage costs are not refunded for change-of-mind returns.
Faulty, damaged or incorrect goods
Under the Consumer Rights Act 2015, the goods we supply must be as described, fit for purpose and of satisfactory quality. If an item is faulty, not as described, or arrives damaged or incorrect:
- If you notify us within 30 days of delivery, you may be entitled to a full refund.
- After 30 days, you may be entitled to a repair or replacement, and to a refund if a repair or replacement is not possible or successful.
Please email hello@eclara.uk describing the issue, and where possible include photographs. We will arrange the appropriate remedy at no cost to you.
Manufacturer support
Our rechargeable cordless lamps are covered by manufacturer support against manufacturing defects. Where a manufacturer's guarantee applies, we will help you make a claim. This support does not cover damage caused by misuse, accidental damage, or normal wear and tear, and it is in addition to your statutory rights under the Consumer Rights Act 2015.
Items that cannot be returned
The right to cancel does not apply to goods that have been used or damaged beyond reasonable inspection, or to goods that by law are exempt from cancellation. This does not affect your right to a remedy if an item is faulty.
Contact
For any return, refund or product question, contact us at hello@eclara.uk.