Refund policy
Returns, refunds and warranty
This policy explains how to return an order to Eclara LTD (trading as Eclara, eclara.co) and get your money back. It adds to your legal rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. It never reduces them.
30-day returns
You can return any order within 30 days of delivery, for any reason, and we refund the full price of everything you send back.
How to return an order
- Email hello@eclara.uk within 30 days of delivery, with your order number.
- We reply within one working day with the return address.
- Pack the items securely with their accessories, and send them back to us.
Please contact us before sending anything back, so we can match the parcel to your order.
Return postage
If you return an item because you changed your mind, you pay the return postage. If an item is faulty, not as described, damaged or incorrect, we pay it.
Condition of returned items
Please return items with their accessories and, where possible, their packaging. You can try a lamp as you would in a shop. If an item comes back damaged, or handled beyond what is needed to try it, we may reduce the refund to reflect the loss in value.
Refunds
We refund you within 14 days of receiving your return, to the payment method you used.
Your legal right to cancel
If you are a consumer, the law also gives you 14 days from delivery to cancel without giving a reason, and a further 14 days to send the goods back. Our 30-day returns give you more time than this. They do not replace it.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, what we sell must be as described, fit for purpose and of satisfactory quality. If an item is faulty, not as described, or arrives damaged or incorrect:
- within 30 days of delivery, you can ask for a full refund;
- after 30 days, you can ask for a repair or a replacement, and for a refund if neither is possible or the repair fails.
Email hello@eclara.uk describing the problem, with a photo if you can. We cover every cost, including return postage.
One-year warranty
If a lamp develops a manufacturing defect within one year of delivery, email hello@eclara.uk with your order number and a photo, and we will repair or replace it at no cost to you. The warranty does not cover accidental damage, misuse or normal wear and tear. It is in addition to your legal rights.
Contact
For any return, refund or product question, email hello@eclara.uk.