Refund policy
RETURNS & REFUND POLICY
Last updated: 12 September 2026
At The Clog Store UK, we want every customer to have a comfortable and reliable shopping experience.
This Returns & Refund Policy explains our return and refund procedures and operates alongside your statutory rights under applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
Nothing in this policy limits or excludes any consumer right or remedy that cannot lawfully be limited or excluded.
1. 14-DAY CANCELLATION AND RETURN PERIOD
For most eligible purchases made online, you have the legal right to cancel your order within 14 days after the day you receive the goods, subject to applicable statutory exceptions.
If an order contains multiple items delivered separately, the applicable cancellation period may run from the day after you receive the last relevant item, where required by law.
To exercise your right to cancel, you must clearly inform us of your decision within the applicable cancellation period.
Email: support@theclogstore-uk.store
Phone: +1 206 984 4602
Please include your order number where possible.
After notifying us of your cancellation, you must return the applicable goods within the period required by UK law.
Do not send an item to any of our fulfillment locations unless our customer support team has specifically instructed you to use that address.
2. RETURN ELIGIBILITY AND HANDLING OF GOODS
For returns made following cancellation, you should take reasonable care of the goods while they are in your possession.
You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics, and functioning, similar to how you might reasonably examine it in a physical shop.
Where handling goes beyond what is reasonably necessary and results in diminished value, we may make an appropriate deduction from the refund where permitted by law.
Where applicable, please return:
• The product;
• Original packaging where reasonably possible;
• Tags and labels;
• Accessories; and
• Any components supplied with the product.
Failure to retain original packaging does not automatically remove statutory cancellation or consumer rights where the law provides otherwise.
3. EXCEPTIONS TO THE RIGHT TO CANCEL
Certain products may be excluded from the statutory right to cancel where an exception under applicable UK law applies.
These may include, depending on the circumstances:
• Goods made to the customer's specifications or clearly personalised;
• Sealed goods that are not suitable for return for health protection or hygiene reasons where the seal has been broken after delivery; and
• Other categories specifically excluded under applicable law.
A product being discounted, on clearance, or marked as final sale does not by itself remove statutory rights where those rights apply.
Nothing in this section affects your rights regarding faulty, damaged, misdescribed, or otherwise non-conforming goods.
4. HOW TO REQUEST A RETURN
Before sending a product back, please contact:
The Clog Store UK
Email: support@theclogstore-uk.store
Phone: +1 206 984 4602
Please provide your order number and information about the product you wish to return.
We will provide the appropriate return instructions and return destination.
Our UK, US, and China fulfillment locations are not automatically return addresses.
Sending a product to a fulfillment location without our return instructions may delay processing.
5. RETURN SHIPPING COSTS
For eligible returns accepted under this policy, The Clog Store UK will cover the return shipping cost when the customer follows the return instructions provided by our customer support team.
Where we provide a prepaid or tracked return method, please use the provided method and retain proof of postage or tracking information.
For faulty, damaged, incorrect, or otherwise non-conforming goods, return costs will be handled in accordance with applicable UK consumer law.
6. REFUNDS
Once your return has been received, we will process the applicable refund in accordance with UK consumer law.
Where you validly exercise a statutory right to cancel, we will refund payments that must be refunded under applicable law, including the applicable standard delivery charge where required.
If you selected a more expensive delivery option than our least expensive standard delivery method, we are not required to refund the additional delivery cost beyond the amount required by law.
Refunds will generally be made using the same payment method used for the original transaction unless otherwise agreed and permitted by law.
For statutory cancellations, refunds will be made within the legally required timeframe. Where permitted by law, we may withhold the refund until we receive the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
Your bank, card issuer, or payment provider may require additional processing time after a refund has been issued.
7. FAULTY, DAMAGED, MISDESCRIBED, OR INCORRECT GOODS
Goods supplied by The Clog Store UK must meet the standards required by applicable UK consumer law, including requirements that goods be as described, of satisfactory quality, and fit for purpose where applicable.
If your product arrives damaged, faulty, incorrect, materially different from its description, or otherwise non-conforming, please contact us as soon as reasonably possible.
For faster investigation, we recommend contacting us within 48 hours of delivery where possible and providing your order number, a description of the issue, and relevant photographs.
The 48-hour recommendation does not limit your statutory rights.
Depending on the circumstances and your statutory rights, an appropriate remedy may include a refund, replacement, repair, price reduction, or another remedy required by law.
8. EXCHANGES
We currently do not offer direct exchanges as part of our standard returns process.
If you would like a different size, colour, or style, you may return an eligible item and place a new order.
This does not affect any replacement or other remedy required for faulty or non-conforming goods under applicable law.
9. ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible:
Email: support@theclogstore-uk.store
Phone: +1 206 984 4602
If fulfillment has already begun, we may not be able to stop the shipment.
This does not affect any statutory cancellation right that applies after delivery.
10. FULFILLMENT LOCATIONS
Depending on product availability, inventory location, destination, logistics, and operational requirements, orders may be fulfilled and shipped from the United Kingdom, United States, or China.
UNITED KINGDOM FULFILLMENT LOCATION
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
UNITED STATES FULFILLMENT LOCATION
30 N Gould St Ste N
Sheridan, WY 82801
United States
CHINA FULFILLMENT LOCATION
Hangzhou Hengxin Technology Co., Ltd.
Building 1, No. 956, Dangwan Town
Xiaoshan District, Hangzhou
Zhejiang 310000
China
These addresses are fulfillment locations and are not automatically return addresses.
Customers must contact us before returning a product to receive the appropriate return instructions.
11. STATUTORY CONSUMER RIGHTS
Nothing in this policy limits or excludes mandatory rights available under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where this policy conflicts with a mandatory statutory requirement, the applicable statutory requirement will prevail.
12. CONTACT INFORMATION
The Clog Store UK
Company registration number:
04590040 (registered in England and Wales)
Email:
support@theclogstore-uk.store
Phone:
+1 206 984 4602
Website:
theclogstore-uk.store