Refund policy

We want you to be happy with your clada order. If something's not right, here's how returns work.

30-Day Returns

You have 30 days from the date of delivery to return your order. Items must be unused and in their original packaging.

Free Returns

We cover the cost of return postage. To start a return, email info@clada.uk with your order number, and we'll provide a returns address and instructions.

Refunds

Once we've received and checked your returned item, we'll process your refund to your original payment method. Please allow a few working days for it to reach your account, depending on your bank.

Damaged or Faulty Items

If your order arrives damaged or faulty, tell us within 48 hours so we can sort a replacement or refund fast — this doesn't affect your statutory rights. Email info@clada.uk with your order number and a photo.

What Doesn't Qualify

Items that have been worn or used, or returned without their original packaging, cannot be accepted. Returns reported outside the 30-day window, or damage reported more than 48 hours after delivery, may not be eligible — though this never affects your statutory rights under the Consumer Rights Act 2015.

Hair that has been dyed, cut, chemically treated, or otherwise altered cannot be accepted — we can no longer verify the original condition, and any outcome from the alteration falls outside this policy.

Hair returned with the hygiene seal broken cannot be accepted. Once the seal is gone, we can't verify the hair is untouched or resell it.