Returns & Refunds

Order Cancellation, Returns, and Refunds Policy

Last Updated: 11 October 2026

Order Cancellation

Express Cancellation Window: Within 6 hours of placing your order (in addition to applicable statutory rights)

How to Cancel:

Email support@klarone.co.uk with your order number
Include "CANCEL ORDER" in the subject line
Your request must be sent within 6 hours of placing your order

Important Notes:

We honour cancellation requests received within the 6-hour cancellation window, even if our team has not yet replied
After 6 hours, your order may already have entered processing or fulfilment and may no longer be eligible for cancellation through the express pre-dispatch process; applicable statutory cancellation rights still apply
If your cancellation is approved, your refund will be issued to your original payment method
Most approved cancellation refunds appear within 1 to 5 working days after processing, depending on your bank or payment provider

Your UK Statutory Cancellation Rights

For most eligible online purchases, you may cancel without giving a reason within 14 days after the day the goods are delivered to you or a person you nominate. This legal cancellation right is separate from our 6-hour express order-cancellation service and our additional 180-day money-back guarantee.

How to cancel: Email support@klarone.co.uk with your order number and a clear statement that you are exercising your statutory cancellation right before the 14-day cancellation period ends. You can also use the model cancellation form below; using it is optional.

Returning goods: Unless we tell you that a return is not required, send the goods to the return address provided by our team within 14 days of informing us that you are cancelling. Please request the correct return address rather than posting goods without instructions.

Return postage: For an eligible change-of-mind cancellation, you normally pay the direct cost of sending the goods back, provided we informed you of this beforehand. If an item is faulty, not as described or otherwise fails to meet your statutory rights, we will meet our legal obligations regarding return costs.

Refund timing: Where a physical return is required, we will refund eligible amounts within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. Where no goods are being returned, the applicable statutory refund deadline applies. We will refund the basic outward delivery charge where the law requires it, but not any additional cost of a premium delivery option chosen by you.

Sealed-product exception: If goods are sealed and are not suitable for return for health-protection or hygiene reasons, your statutory right to cancel may be lost if you break the seal after delivery. This exception does not take away your rights for faulty or misdescribed goods, nor does it automatically remove eligibility under the separate 180-day money-back guarantee.

Faulty or misdescribed items: The Consumer Rights Act 2015 provides additional remedies, which can include a refund, repair or replacement depending on the circumstances. These rights are not limited by our 180-day guarantee or any voluntary return conditions.

Optional Model Cancellation Form

To: Klarone – support@klarone.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods: [items].
Ordered on: [date]. Received on: [date].
Order number: [number].
Name: [name].
Address: [address].
Date: [date].

Returns & 180-Day Money-Back Guarantee

Return Period: Contact us within 180 days of delivery to request a return or refund under our guarantee.

Qualifying Klarone purchases are backed by our 180-Day Money-Back Guarantee. Try your product as directed and, if you are not completely happy with your purchase, contact us within 180 days of delivery and we’ll help you request a refund under the guarantee.

Return Eligibility:

Requests under our voluntary money-back guarantee must be made within 180 days of delivery; statutory rights can apply separately
Please contact us before sending any product back
Please contact us for return instructions if a physical return is required; this does not prevent you from exercising statutory cancellation rights on time
Where a physical return is required, follow the conditions for the applicable return route. Our guarantee may apply to opened or used products, where eligible; statutory rights are unaffected
Original packaging is preferred where available

How to Start a Return or Refund Request

Step 1: Contact Us

Email support@klarone.co.uk
Include your order number
Tell us briefly why you are requesting a return or refund
If your order arrived damaged, defective, or incorrect, please include a clear photo where possible

Step 2: Wait for Instructions

Our support team will review your request
If a physical return is required, we will provide the correct return instructions
Please do not send products back before contacting us

Step 3: Send Your Return If Required

Pack the product securely
Follow the return instructions provided by our support team
Use a tracked delivery service where possible
Keep your proof of postage and tracking information until your return is completed

Return Postage Costs

If your order is damaged, defective, or incorrect:

Contact us as soon as possible
We will review the issue and provide the appropriate next steps
Depending on the situation, we may offer a replacement, refund, or another appropriate resolution
Where a qualifying return is required because of our error or a confirmed product defect, contact us for return instructions and postage arrangements

If you change your mind:

Customers generally pay direct return postage for eligible change-of-mind returns where notified of this cost before purchase. Your statutory rights are unaffected.
If a physical return is required, follow the return instructions provided by our support team

Refund Process

Timeline: Once your refund request is approved, or once any required return has been received and reviewed, we will process your refund as quickly as possible.

Refund Method:

Refunds are issued to the original payment method used for the order
Most refunds appear within 1 to 5 working days after processing
Your bank, card issuer, PayPal, or other payment provider may require additional time to display the funds

Partial Returns: If your order contained multiple products or quantities, partial refunds may be available depending on the circumstances and items being returned.

Replacements

If your Klarone order arrives damaged, defective, incomplete, or incorrect, contact us and we will review the fastest appropriate resolution.

Replacement of damaged or defective products where appropriate
Replacement or correction of incorrect items
Help with missing items from your order
Support from our team throughout the resolution process

Special Situations

Lost Return Parcels: If a return parcel goes missing while being sent back to us, provide your tracking details or proof of postage and we will review the situation with you.

Damaged During Return: If your return is damaged while being transported back to us, contact the delivery carrier and let our support team know.

Late Return Requests: Requests made after the 180-day period may still be reviewed at our discretion, but approval is not guaranteed.

Missing or Incorrect Items: If your Klarone order is missing a product or contains an incorrect item or quantity, contact us as soon as possible so we can review the shipment.

What We Need From You

For All Return or Refund Requests:

Your order number
The email address used when placing your order
A brief explanation of your request

For Damaged, Defective, Missing, or Incorrect Items:

A clear photo of the product, packaging, or issue where possible
A short description of what happened

For 180-Day Guarantee Requests:

Which Klarone product your request concerns
How long you have used the product
A brief description of your experience and reason for the request

For Change-of-Mind Returns: Simply tell us that you would like to return your order and we will explain the next steps.

Refund Confirmation

We will email you after your return or refund request has been reviewed
You will receive confirmation once your refund has been processed

Tracking Your Refund: If your refund does not appear after a reasonable amount of time, contact support@klarone.co.uk and our team will help you.

Contact Information

Email: support@klarone.co.uk
Website: klarone.co.uk
Response Time: Within 24 hours where possible
Business Hours: 9am – 5pm UK time (GMT/BST)

If you have any questions before requesting a return or refund, contact us first. Our team is here to help make the process simple.