How can we help? Please use the forms below to register your product, connect with us or learn more about our warranty policies.

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OUR 30 DAY MONEY BACK GUARANTEE

In addition to standard warranties and your statutory rights, we offer a 30 day money back guarantee on all products purchased from cleeraudio.co.uk.

1) You must take reasonable care of the goods - During the evaluation of the product it is expected that you take reasonable care of the goods (as you would when examining the product in a shop):

  • You are obliged by law to take reasonable care of the goods whilst they are in your possession. We will not consider that you have taken reasonable care of the goods if they have been used in a way or to an extent beyond what would be reasonable when examining the goods in a shop before purchase.
  • The goods must be returned with the original manufacturer's packaging (which shall not be defaced or damaged) complete with accessories, manuals, documentation, plastic bags, warranty cards, tie wraps, and any other accessories that originally came with the product.

2) Returning products that raise hygiene concerns - Products that have contact with the ear, nose or throat can only be returned for a full refund if sent back with hygiene seals unbroken and in unused condition (you must exercise reasonable care when evaluating the product as you would in a shop).

It is our aim that customers are 100% satisfied with all products purchased at cleeraudio.co.uk.  Therefore, we understand that customers may be dissatisfied with the performance of products that raise hygiene concerns after they have tried them out.  If this is the case please contact us and we may be able to offer credit for another purchase (subject to inspection of the returned product) or to purchase the product back as second hand (taking into account that we would need to dispose of the item as B grade in our clearance area).

3) Custom made products - Products that have been custom made to the customer's specification cannot be returned for a refund or credit under the 30 day return guarantee.

4) Shipping costs - Products returned under the 30 day guarantee that are not faulty are to be returned at the cost of the customer and the refund for the order will be made less shipping costs.

5) Exceptions to this guarantee:

  • No refund will be made if the goods are returned physically damaged, marked and or without original packaging.
  • Products that have been damaged by the customer which require more cost to repair than the wholesale value of the product will be returned to the customer without a refund at their expense, regardless of when it was returned.
  • Any and all products returned to us after the 30 day return/exchange period has expired cannot be accepted by cleeraudio.co.ukunder any circumstances and will be returned to the customer (at the customer's expense) without a refund.

By making an order with cleeraudio.co.uk, you hereby agree to abide by the conditions and terms of the above stated returns policy.

Shipping policy

We offer a wide range of delivery options to suit your purchasing needs. Our comprehensive range of options are presented to you at the checkout, in an easy to understand way.

Most orders placed before 14:00 are shipped from our warehouse the same day (Monday to Friday, except bank holidays), subject to stock availability and security checks. Please ensure you provide a valid phone number for us to contact you should verification of your identity be required.

We understand that shipping costs are part of doing business, however, we know you want to make sure you are getting good value, so:

  • We aim to make our postage and packing costs fair and easy to understand.
  • Know that our shipping charges are based on the costs incurred to us - we do not profit from our delivery charges.
  • All our orders are shipped via Royal Mail or DHL using tracked or signed services for your piece of mind.

If you require shipping to a worldwide destination not displayed or would like a quote for an order that exceeds 30kg total weight, please get in touch via our Contact Us page and we will be happy to quote you.

OUR DOMESTIC SERVICE OPTIONS

Royal Mail Tracked Services

Royal Mail Tracked 24 and 48

Providing a fully tracked service within the UK, with online tracking and customer and delivery notifications, this is the new normal in standard services. With the aim to deliver the next working day (Tracked 24) or within 2 working days (Tracked 48) and with 81% of online shoppers considering it essential to track their order, we are happy to offer this as a free shipping option, subject to your order value.

With a maximum weight limit of 20kg, even the bulkiest of purchases can be accommodated and with daily collections we can quickly and efficiently get your order dispatched the same day, as long as they are received by 14:00 that day, subject to our terms and conditions.

Cleer UK is an authorised dealer for the products we offer for sale. All of the products sold on the Cleer UK website are genuine products sourced from the manufacturer and come supplied with a manufacturer's warranty.

EU Legal Guarantee:

Products purchased from Cleer UK are covered by the EU Legal guarantee period of 2 years - this does not apply to b-grade, refurbished, open-box, ex-demo or second hand products.

  • Up to 6 months - if you report your product as faulty within 6 months of purchase we will provide you with a free of charge returns label and if we confirm that it is faulty will provide a replacement or repaired product.  If the product is found to be not faulty we will send the product back to you at your cost.
  • After 6 months - if you report your product as faulty after 6 months of purchase you must send the product to us at your cost.  We will examine and test the product:
    • If the product has developed the fault after delivery we will apply the manufacturer's warranty.
    • If the product was delivered with the fault then we will replace or repair the product and refund your return postage.

 

Manufacturer's Warranty:

Products purchased from Cleer UK are supplied with a manufacturer warranty that is specified on the product page on our website (or 3 months for B-grade, open box, refurbished, ex-demo and second hand items).

  • The manufacturer's warranties are limited to physical defects in the materials, parts and workmanship used in making the product. Abnormal conditions, deliberate abuse and damage due to accidents, operator's error, or unauthorised service attempts are excluded from any warranty claims.
  • Accessories such as carrying cases and ear tips are not covered by warranty.
  • Faulty goods returned under the manufacturer's warranty are to be returned to Cleer UK at the cost of the customer.  Cleer UK will cover the cost of shipping the repaired or replacement product back to the customer.

 

Exceptions to this Warranty:

If the fault is found to be self-inflicted, Cleer UK will charge you the cost for the pre-paid return label (if applicable) along with the shipping cost to send it back to you and a £15 service fee for the examination. This cost will be offset with the actual costs if you authorise the repair fee.

If you want us to fix the issue we will charge £20 per 15min. service time incl. final testing.

You have the right to receive a quote about the expected total costs from us after the examination and before we take action.