Refund policy

Return & Refund Policy

Our 30-Day Guarantee

If your Clearli set arrives damaged or defective, we will replace it or refund you in full within 30 days of delivery, subject to inspection (see below). Proof of the defect (photo or video) is required to open a claim. This guarantee does not cover fit issues resulting from incorrect self-moulding, general dissatisfaction, or change of mind.

To make a claim, contact us at support@byclearli.com with your order number and photo or video evidence of the defect.

Inspection Requirement

To complete your claim under the 30-Day Guarantee, the product must be returned to us for physical inspection once your claim has been approved to proceed. We will provide return instructions once your initial photo/video evidence has been reviewed. We aim to complete inspection and notify you of the outcome within 2–5 business days of receiving your return.

  • If the inspection confirms the reported damage or defect, you will receive a full refund to your original payment method.
  • If the inspection does not confirm the reported issue (for example, the product shows no defect, or damage is consistent with misuse, incorrect moulding, or normal wear), the claim will not be approved and no refund will be issued. The product will be returned to you if requested.

Please do not return any item without prior approval from our team — items returned without an approved claim will not be accepted or refunded.

Delivery Timeframes

Please allow the following timeframes before contacting us about a missing order:

  • United Kingdom: 3 days to dispatch + 7–12 days delivery = allow up to 15 days from purchase
  • United States & Canada: 3 days to dispatch + 12–14 days delivery = allow up to 17 days from purchase
  • Australia & New Zealand: 3 days to dispatch + 10–18 days delivery = allow up to 21 days from purchase

If your order has not arrived within these timeframes, please contact us at support@byclearli.com and we will investigate immediately.

Eligibility

To be eligible under our 30-Day Guarantee:

  • Your claim must be made within 30 days of the date you received your order
  • You must provide your order number or proof of purchase
  • You must provide a photo or video clearly showing the defect or damage
  • You must contact us at support@byclearli.com before returning any item — items returned without prior approval will not be accepted
  • The returned product must pass inspection confirming the reported defect before a refund is issued
  • One claim per order

Where a refund is approved following inspection, we will process it to your original payment method within 5–10 business days.

Damaged, Defective or Incorrect Items

Please inspect your order upon arrival. If you receive an item that is damaged or defective, contact us immediately at support@byclearli.com with a photo and your order number. We will provide return instructions, and once inspection confirms the issue, we will resolve this at no cost to you.

What Is Not Covered

The following are not covered by our 30-Day Guarantee:

  • Fit issues resulting from incorrect self-moulding
  • General dissatisfaction or change of mind
  • Damage caused by misuse or improper care
  • Claims made after 30 days of delivery
  • Claims where returned product inspection does not confirm the reported defect
  • Gift cards

UK & EU Customers — Statutory Rights

If you are based in the United Kingdom or European Union, you have the right to cancel your order within 14 days of receiving it under the Consumer Contracts Regulations 2014 (UK) and the EU Consumer Rights Directive, for any reason. This statutory cancellation right is separate from our 30-Day Guarantee — once we receive your returned goods, your refund will be processed within 14 days as required by law. To exercise this right, contact us at support@byclearli.com within 14 days of delivery.

Australian & New Zealand Customers

Our products come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Contact Us

For all claims, queries or order issues:
📧 support@byclearli.com
We aim to respond to all enquiries within 24 hours.