Return and Refund Policy

Last updated: 26 July 2026

This Return and Refund Policy applies to purchases made through loundclarry.store.

Lound Clarry is committed to treating customers fairly and complying with applicable UK consumer protection legislation, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Nothing in this policy limits or excludes any statutory rights you may have under UK law.

1. Business details

Trading name: Lound Clarry
Website: loundclarry.store
Email: helper@loundclarry.store

Please do not return an item to any address shown on the parcel without first checking the return instructions provided by us. Our fulfilment or dispatch address may be different from our authorised return address.

2. Your right to cancel an online order

When purchasing goods online, you normally have the legal right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

Where an order contains multiple items delivered separately, the cancellation period begins on the day after the final item is delivered.

To exercise your right to cancel, send a clear statement to:

Email: helper@loundclarry.store

Please include:

• Your full name;

• Your order number;

• The item or items you wish to return;

• The email address used when placing the order;

• The reason for the return, if you choose to provide one.

You are not required to give a reason for cancelling a qualifying order.

You may also use the cancellation form included at the end of this policy, although using that form is not compulsory.

3. Returning goods after cancellation

After notifying us that you wish to cancel, you must send the goods back without undue delay and no later than 14 days after the day on which you informed us of your cancellation.

We will provide the correct return address and return instructions after receiving your cancellation notice.

Unless we have offered to collect the goods, the return deadline is met when you send the goods before the 14-day return period expires.

Please retain your postage receipt and tracking information until your return has been completed.

4. Condition of returned goods

You may inspect and try on clothing in the same way that you would reasonably be allowed to do in a physical shop.

Returned goods should, where reasonably possible:

• Be returned with their original labels and tags;

• Be free from stains, odours, pet hair and other marks;

• Not have been washed, altered or damaged;

• Include any accessories, packaging or complimentary items supplied with them.

You are responsible for any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning.

Where legally permitted, we may make a reasonable deduction from the refund to reflect any loss in value caused by excessive handling, use or damage.

The absence of original packaging alone does not automatically remove your statutory cancellation rights.

5. Return postage costs

For a return made because you have changed your mind, ordered the wrong size or no longer want the item, you are responsible for the direct cost of returning the goods unless we have expressly agreed otherwise.

We recommend using a tracked postal service and retaining proof of postage.

We will pay or reimburse reasonable return costs where:

• The goods are faulty;

• The goods are damaged when delivered;

• The goods are not as described;

• You received the wrong item;

• We are otherwise legally responsible for the return costs.

Please contact us before returning a faulty, damaged or incorrect item so that we can provide appropriate instructions.

6. Refunds for cancelled orders

When you validly cancel an order, we will refund:

• The price paid for the returned goods; and

• The cost of our least expensive standard delivery option offered when the order was placed.

If you selected an enhanced, express or more expensive delivery service, we are not required to refund the additional amount above the cost of standard delivery.

We may withhold the refund until:

• We have received the goods back; or

• You provide evidence that you have sent the goods back,

whichever occurs first.

Your refund will be issued without undue delay and no later than 14 days after the relevant date described above.

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree to another method. You will not be charged a fee for receiving the refund from us.

Your bank, card issuer or payment provider may require additional processing time before the refunded amount appears in your account.

7. Faulty, damaged, misdescribed or incorrect goods

Goods supplied by Lound Clarry must be:

• Of satisfactory quality;

• Fit for their normal purpose and any particular purpose agreed with us;

• As described;

• Consistent with any sample or model shown, where applicable.

If an item is faulty, damaged, misdescribed or not fit for purpose, contact us as soon as possible at helper@loundclarry.store.

Please provide your order number and a description of the issue. We may reasonably request photographs or other information to help us assess and resolve the problem, but this does not remove your statutory rights.

Faults identified within 30 days

Where goods do not meet the legal requirements, you may have a short-term right to reject them and receive a full refund if you notify us within 30 days of delivery.

This period may be paused where you request or agree to a repair or replacement.

Faults identified after 30 days

After the initial 30-day period, you may normally be entitled to a repair or replacement.

Any repair or replacement must be provided:

• Within a reasonable time;

• Without significant inconvenience to you; and

• At no necessary cost to you, including reasonable postage costs.

If a repair or replacement is impossible, disproportionate, unsuccessful, or not completed within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or the final right to reject the goods.

For faults identified within the first six months after delivery, the goods will generally be treated as having been faulty at delivery unless we can demonstrate otherwise.

These rights are separate from the 14-day cancellation right and are not affected by any manufacturer’s warranty or commercial guarantee.

8. Items damaged after delivery

We are not responsible for damage caused by:

• Normal wear and tear;

• Accidental damage after delivery;

• Misuse or improper care;

• Failure to follow washing or care instructions;

• Alterations or repairs made by you or another person;

• Use of the product for a purpose for which it was not intended.

This section does not limit your rights where the damage or defect existed when the goods were delivered.

9. Exceptions to the right to cancel

The statutory right to cancel for change of mind may not apply to certain products, including:

• Goods made to your specifications or clearly personalised;

• Goods that are liable to deteriorate or expire rapidly;

• Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed;

• Sealed audio recordings, video recordings or computer software once unsealed;

• Newspapers, periodicals or magazines, except subscription contracts;

• Goods that become inseparably mixed with other items after delivery.

For hygiene-sensitive clothing, such as sealed underwear, the change-of-mind cancellation right may be lost after the hygiene seal has been removed.

These exceptions do not remove your rights where an item is faulty, damaged, misdescribed or otherwise does not comply with the contract.

10. Exchanges

For ordinary change-of-mind returns, we may ask you to return the original item for a refund and place a new order for the preferred size, colour or product.

Where an item is faulty, your statutory rights to a repair or replacement continue to apply.

11. Sale and promotional items

Items purchased in a sale, discount campaign or promotional offer have the same statutory rights as full-price items.

Where multiple goods were purchased as part of a bundle or promotional offer, the refund may be recalculated to reflect the terms of the promotion and the items kept, provided that this does not reduce your statutory entitlement.

Any complimentary item supplied as part of a promotion should also be returned when the qualifying purchase is cancelled. Where it is not returned, we may make a reasonable deduction representing its value where legally permitted.

12. Orders returned to sender or not collected

If an order is returned to us because an incorrect or incomplete address was supplied, delivery was refused, or the parcel was not collected, please contact us.

Any refund or reshipment will be assessed in accordance with your statutory rights, the circumstances of the delivery and any reasonable additional delivery costs incurred.

This section does not affect your rights where the failure to deliver was caused by us or by the delivery service acting on our behalf.

13. Cancelling before dispatch

To request cancellation before your order is dispatched, contact us immediately at helper@loundclarry.store.

We will try to stop the order before dispatch, but this may not always be possible. If the order has already entered processing or has been dispatched, you may use your statutory cancellation rights after receiving it.

14. Proof of purchase

We may request reasonable proof that the item was purchased from Lound Clarry, such as:

• Your order confirmation;

• Your order number;

• The email address used for the purchase;

• A payment record or bank statement.

A paper receipt is not the only acceptable form of proof of purchase.

15. Complaints and contact

For questions, returns or complaints, contact:

Lound Clarry
Email: helper@loundclarry.store
Website: loundclarry.store

We aim to acknowledge customer enquiries promptly and resolve complaints fairly.

16. Statutory rights

This policy is intended to explain our return and refund process. It does not replace, restrict or exclude any rights available to consumers under applicable UK law.

If any provision of this policy conflicts with a mandatory consumer right, the mandatory consumer right will apply.

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Model Cancellation Form

Complete and return this form only if you wish to cancel your contract. You may instead send any other clear statement confirming your decision to cancel.

To:
Email: helper@loundclarry.store