Refund & Replacement Policy
Last updated 2026-09-01
What is covered
An item that arrives damaged, torn, leaking, deformed beyond normal variation, or otherwise not working as intended. We also cover items missing from your package.
What is not covered
- Change of mind, wrong size or colour chosen, or "not what I expected".
- Normal wear, tearing from over-stretching, biting, cutting, exposure to heat or liquids, or damage after delivery.
- Minor variations in colour, scent or firmness — every piece is slightly different.
Replacement or refund?
- Unopened and defective (for example, damaged in transit with the seal intact): your choice of a replacement or a full refund of that item to the original payment method.
- Opened and defective: a replacement of the same item. Opened items are not refunded. If the item is no longer available we will offer a comparable replacement or store credit.
Time limit
Report a defect within 14 days of delivery. Claims after that cannot be accepted.
How to claim
- Sign in to your account (or create one with the email you ordered with), open the order and click Report a problem. Choose the item, tell us what is wrong and whether it has been opened.
- Keep the item and its packaging. We may ask for photos by email before deciding.
- We review every claim and reply by email, normally within 3 business days. Approved replacements ship free of charge. Approved refunds are issued to the original payment method through Stripe and usually appear within 5–10 business days depending on your bank.
Return shipping
Most claims are settled from photos and you keep the item. If we ask you to send an item back we will provide a prepaid label; do not send anything back unasked.
Cancellations
An order can be cancelled only before it has been sent to our warehouse for packing. Contact us immediately at management@clearcoredirect.com; once packed, the order ships and this policy applies.
Nothing in this policy limits rights you have under applicable consumer law.
Questions: management@clearcoredirect.com · See also Privacy · Terms · Refunds & replacements · Shipping · Cookies