Refund policy
Return & Refund Policy
Thank you for shopping with Clasp & Co.
We want you to be fully satisfied with your purchase. This Return & Refund Policy explains how returns, exchanges, cancellations and refunds are handled for orders placed through our website.
This policy applies to customers in the United Kingdom, the European Union, the European Economic Area and other European countries, unless local mandatory consumer laws provide stronger rights.
Nothing in this policy limits or excludes your statutory consumer rights.
1. Our 30-Day Return Policy
We offer a 30-day return window from the date your order is delivered.
To be eligible for a return, your item must be returned in its original condition: unworn, unused, undamaged, with all original packaging, labels and tags included.
You will also need to provide your order number, receipt or proof of purchase.
2. Legal Right of Withdrawal / Cooling-Off Period
For customers in the United Kingdom, European Union and European Economic Area, you may have the legal right to cancel your online order within 14 days of receiving your goods, without giving a reason.
After notifying us that you wish to cancel or withdraw from your purchase, you must return the item within the applicable legal return period.
This right is separate from, and does not reduce, our standard 30-day return policy.
To exercise your right of withdrawal or cancellation, please contact us at:
Please include your full name, order number and the item you wish to return.
3. EU Electronic Withdrawal Function
Where required by applicable EU consumer law, customers may also use the electronic withdrawal function made available on our website to submit a withdrawal request.
If you submit a withdrawal request electronically, we will acknowledge receipt of your request using the contact details provided with your order.
4. Items That Cannot Be Returned
The following items cannot be returned unless they are faulty, damaged, incorrect or not as described:
- Gift cards.
- Personalised, engraved or custom-made items.
- Items that have been worn, used, altered, damaged or returned without their original packaging.
- Items returned outside the applicable return period.
For hygiene and quality reasons, certain jewellery or accessory items may not be accepted for return if they show signs of wear or use.
Sale or discounted items are not excluded from your statutory consumer rights.
5. Damaged, Defective, Incorrect or Not-as-Described Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, incorrect or not as described, please contact us immediately at:
Please include your order number and clear photos of the issue so we can review the matter quickly.
If the issue is confirmed, we will offer an appropriate solution, which may include a repair, replacement, exchange, price reduction or refund, depending on the circumstances and your applicable consumer rights.
For approved damaged, defective, incorrect or not-as-described items, reasonable return shipping costs will be covered by us.
6. How to Start a Return
To start a return, please contact us at:
Please include:
- Your full name.
- Your order number.
- The item you wish to return.
- The reason for the return.
- Photos, if the item is damaged, defective, incorrect or not as described.
Once your return request is reviewed and approved, we will provide return instructions and the correct return address.
Please do not send items back without contacting us first. Items returned without prior approval may not be accepted.
Please do not return items directly to our manufacturing partners, suppliers or fulfilment partners unless we specifically instruct you to do so.
7. Return Shipping Costs
For returns due to a change of mind, customers are responsible for return shipping costs unless we have provided a prepaid return label or agreed otherwise in writing.
For damaged, defective, incorrect or not-as-described items, approved return shipping costs will be covered by us.
We recommend using a tracked shipping service. Clasp & Co. is not responsible for items lost or damaged during return transit when the customer uses their own carrier.
8. Refunds
Once we receive and inspect your returned item, we will notify you by email whether your return has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank, card provider or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at:
Where required by applicable consumer law, we will refund the cost of the item and the standard delivery charge paid for the original shipment. If you selected a more expensive delivery method, only the standard delivery cost may be refunded.
We may withhold the refund until we have received the returned item or until you have provided proof that the item has been sent back, where permitted by applicable law.
9. Condition of Returned Items
Returned items must be handled only as necessary to inspect their nature, characteristics and fit.
We reserve the right to reduce the refund amount if the item has been worn, used, damaged, altered, or handled beyond what is necessary to inspect it.
Nothing in this section affects your rights if the item is faulty, damaged, incorrect or not as described.
10. Exchanges
If you would like to exchange an item, please contact us at:
Exchanges are subject to stock availability.
If the requested item is unavailable, we may offer a refund, store credit or an alternative item.
11. Store Credit
In some cases, we may offer store credit as an alternative to a refund.
Store credit will only be issued where accepted by the customer or where it forms part of a promotional return option.
Your statutory refund rights are not affected.
12. Combined Returns
Please do not combine items from different orders in one return package unless we have confirmed this in writing.
Each return should be linked to the correct order number to help us process it accurately and quickly.
13. Fair Use
We reserve the right to refuse returns that do not meet this policy, including items that are worn, used, altered, damaged, missing original packaging or returned outside the applicable return window.
We may also review cases of suspected fraud, misuse or repeated unreasonable return activity.
Nothing in this policy limits or excludes your statutory consumer rights.
14. Contact Information
For all return, refund, cancellation or exchange questions, please contact us at:
Company:
IMPACT TRADE MANAGEMENT LTD
Trading as Clasp & Co.
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom