Refund policy
1. RETURNS & REFUND POLICY
Clove & Calm — Returns & Refund Policy
We want you to love what you've ordered. If something isn't right, here's exactly how returns and refunds work.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving a reason. To cancel, simply email us at hello@cloveandcalm.com with your order number, stating that you wish to cancel.
Once you've told us you want to cancel, you then have a further 14 days to send the item back to us.
How to Return an Item
- Email hello@cloveandcalm.com with your order number and the item(s) you'd like to return
- We'll confirm your return and provide the correct return address (this may vary depending on which supplier fulfilled your order)
- Pack the item securely in its original packaging where possible
- Send the item back at your own cost, using a tracked delivery service — we recommend this as we cannot be held responsible for items lost in transit back to us
Refunds
Once we receive your returned item, we will inspect it and process your refund within 14 days. Refunds are issued to your original payment method.
Please note: original delivery charges are non-refundable unless the item is faulty or was sent in error. We may deduct a reasonable amount from your refund if the item shows signs of use beyond simply checking it, in line with the Consumer Contracts Regulations 2013.
Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, you're protected under the Consumer Rights Act 2015. Please contact us at hello@cloveandcalm.com within 30 days of receiving your order, including a photo of the issue where possible, and we will arrange a full refund, replacement, or repair at no cost to you.
Items That Cannot Be Returned
For hygiene reasons, the following items cannot be returned unless faulty:
- Items marked as final sale
- Personalised or made-to-order items
Non-Delivery
If your order hasn't arrived within the estimated delivery window, please contact us at hello@cloveandcalm.com and we'll investigate with our delivery partner straight away.
Please Note
As a small UK business working with several trusted suppliers, some items may be processed slightly differently depending on which supplier fulfilled your order. Rest assured our team manages this on your behalf — you only ever need to contact us directly at hello@cloveandcalm.com, and we'll take care of the rest.
Contact Us
Clove And Calm Ltd Email: hello@cloveandcalm.com Company Registration Number: 17239466