Clean Heels return policy 

Clean Heels return policy 

Please read carefully before purchasing 
 
If you are not satisfied with the quality of your product/s or have any other complaints about them, or wish to return your item, please email us first to inform us at ally@cleanheels.co.uk quoting your cart ID number or PayPal, telephone number, name, address and date of purchase. 
 
 

Refunds 

If you are not happy with your order for any reason please get in touch straight away to discuss it. Items can be returned in their original condition and packaging within 14 days of delivery. Please be aware, we do not accept items for exchange due to increased postage costs. Please return your item with your order number and contact details and a refund will be issued on receipt. Please reorder via our website or we are happy to take orders over the phone. Please return using a trackable service, as we cannot be held responsible for items lost in the post. There is no refund on your P&P unless your order is proved to be faulty. 
 
Returned items will only be accepted within 14 days of receipt of your order, unworn and in the original packaging.  
 

Faulty items 

If your goods prove to be faulty, we will provide full refund. We may request photographs of the faulty item to determine the issue.  
 
 
 

Condition 

Please note all items must be returned unused and in a saleable condition including tags. Failure to do so will result in the goods being returned to the purchaser. 
 
The Distance Selling Act states that the customer is responsible for taking reasonable care of the goods until they are returned to the supplier. 
 

Proof of posting 

Please ensure that you post any returns using a trackable service. We cannot be held responsible for items lost in the post.  
Please retain your proof of postage.  

Your statutory rights 

One of your principal statutory rights is the expectation that the item will be of reasonable quality. The failure of the product to meet any one of these criteria is a breach in your statutory rights. 

Our obligations 

If there is an obvious fault with the item at any time within the first 6 months and it has not been caused by wear and tear or misuse, your first port of call must be the shop you bought it from. They have the responsibility to put the matter right. For most things, shops would usually allow you to exchange the item or give you your money back straight away. However, if the damage is minor and can be repaired easily, then the shop can insist on this as a first option, although this will not stop you from taking it back if the repair is unsatisfactory or there is something else wrong with it. If a repair is impossible or unfeasible, you must then be offered a replacement. Due to the emphasis on proportionality in this legislation, you must give the seller reasonable time to repair or replace before demanding your money back and you should be aware that any refund given may well take account of any use you have had of the goods since you took possession of them. If you do not want the seller to repair or replace, or they have told you they are unable to, you can then request they reduce the purchase price. 

Where you have no rights: 

If you were aware of the defect before you bought it 
You simply changed your mind or the item was not appropriate due to colour, size or style 
If you purchase the incorrect size heelstopper and force your heel into it, this may result in damage that we are not responsible for 
The item is dirty and the mark can be removed easily at home. This is not the same as damage and shops are not obliged to give you any discount 
Clean Heels is an item to help stop your heels from sinking in soft ground, you wear them at your own risk