Delivery & Returns
At Clara + Sol, we want your first order to feel easy to try, and every later order to be handled clearly and fairly.
This policy explains the two different return and refund paths that may apply to your order:
1. the 30-Day First-Order Money-Back Guarantee
2. the standard return policy for unopened and unused items
Please read both sections carefully.
1. 30-Day First-Order Money-Back Guarantee
We believe Clara + Sol can make laundry feel simpler, clearer, and easier to trust. That is why we offer a 30-day first-order money-back guarantee.
This guarantee is designed to make your first Clara + Sol order easier to try.
How it works
Use Clara + Sol on your everyday household laundry for up to 30 days on approved fabrics, such as shirts, towels, and bed linen.
If, within 30 calendar days of the purchase date, it does not feel like the right fit for your home, email us and we will refund the product price of your first eligible bottle, subject to the terms below.
For this first eligible opened bottle, you do not need to send it back.
Eligibility
This guarantee:
- is valid for 30 calendar days from the purchase date shown on the order
- applies to first-time orders only
- applies only to orders placed directly through Clara + Sol
- is limited to one claim per customer, household, email address, phone number, delivery address, and payment method
- applies only to the first eligible opened Clara + Sol product from the first qualifying order
If your first order contains more than one unit, the refund is limited to the product price paid for one eligible opened unit only.
What is refunded
If your claim is approved under this guarantee:
- we refund the product price paid for one eligible unit
- original shipping charges are not refunded
- you may keep the opened first eligible bottle
What is not covered
This guarantee does not apply to:
- second or later orders
- additional opened units beyond the first eligible unit
- wholesale, retail partner, reseller, or marketplace purchases
- products used outside approved Clara + Sol use
- fraudulent, abusive, or duplicate claims
- claims submitted after the 30-day period from the purchase date
How to request a refund under this guarantee
To request a refund under this guarantee, email support@clara-sol.com within 30 calendar days of the purchase date and include:
- your order number
- the email address used for the order
- your full name
- your delivery address
- a short note confirming that you are requesting the 30-day first-order money-back guarantee
We may request reasonable information needed to verify eligibility.
Refund timing
If approved, the refund will be issued to the original payment method.
Please allow up to 10 business days for the refund to be processed after approval, plus any additional time required by your payment provider.
Fair-use protection
To keep this guarantee fair and sustainable, we reserve the right to refuse a claim where we reasonably suspect fraud, misuse, duplicate claiming, reseller activity, or attempts to bypass the first-order limit through different email addresses, phone numbers, delivery addresses, or payment methods.
Why we offer this guarantee
Switching laundry products is a trust decision. We want your first order to feel easier to try, especially for the fabrics closest to everyday home life.
At the same time, Clara + Sol is a small brand, and we need to keep this policy fair and sustainable. That is why this guarantee is limited to a first order, one claim per household, and a 30-day window from purchase.
2. Standard Returns Policy
For orders that are not covered by the 30-Day First-Order Money-Back Guarantee, the following standard return rules apply.
14-Day Return Window
You have 14 days from the date of delivery to request a return.
To be eligible, items must be:
- unopened
- unused
- in their original condition
- with any seals fully intact
Because Clara + Sol is used on the fabrics closest to everyday family life, such as children's clothes, bedding, towels, and pet textiles, product safety and integrity matter to us.
Once a bottle has been opened, we can no longer verify how it has been stored, handled, or altered after delivery, including whether it has been diluted or otherwise changed. For that reason, we cannot accept returns of opened or used products under the standard returns policy, as we would never feel comfortable placing them back into stock for another customer.
Second and later orders
Second or later purchases are not covered by the 30-Day First-Order Money-Back Guarantee.
For second and later orders:
- unopened and unused items may be returned within the 14-day return window, subject to this policy
- opened or used products are not eligible for return
How to start a standard return
To request a standard return, email support@clara-sol.com within 14 days of delivery and include:
- your order number
- the email address used for the order
- your full name
- your delivery address
- the item or items you want to return
Return approval and inspection
All returned items are inspected once they arrive at our warehouse.
If an item is returned opened, used, damaged, missing its seal, or not in its original condition, we may refuse the return or reduce the refund where legally permitted.
Return shipping responsibility
Returned items remain your responsibility until they reach us.
Please make sure they are packed securely and retain proof of postage until your return has been confirmed.
Unless an item is faulty, damaged, or sent in error, return shipping costs are the customer's responsibility.
We are not responsible for items sent back to us by mistake. If we are able to locate them and you would like them returned, we may ask you to cover the shipping cost.
Refunds, store credit, and exchanges
If your return meets this policy's requirements, it may be eligible for:
- a refund
- store credit
- or an exchange
Exchange for the same product
You may exchange your item for the same product, subject to availability.
Exchange for a different product
You may exchange your return for another item from our store, excluding any pre-order items. If the replacement item costs more, the difference must be paid. If it costs less, the remaining balance may be refunded or issued as store credit.
All exchanges are subject to stock availability.
Return processing time
We aim to process returns within 10 business days of receiving them at our warehouse.
Once your return has been approved:
- refunds are issued to your original payment method
- store credit is issued as a gift card or customer credit
- exchanges are processed as a new order and shipped once approved
If you paid using both a gift card and another payment method, any refund will be applied to the gift card first.
You will receive an email once your return has been received and processed.
Refund timing
Once your return has been approved, please allow up to 10 business days for the refund to appear in your account, depending on your payment provider.
If you have not received your refund after this period, please contact support@clara-sol.com.
3. Faulty, Damaged, or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, faulty, or incorrect, contact us as soon as possible at support@clara-sol.com so we can review the issue and resolve it appropriately.
To help us process your request quickly, please include:
- your order number
- a brief description of the issue
- clear photo or video evidence where possible
If a product is confirmed to be faulty or sent in error, we will arrange an appropriate solution, which may include a replacement, refund, or reimbursement of return shipping costs.
4. Shipping, Tracking, and Delivery Issues
Shipping
We aim to process orders within 1 to 2 business days after you receive your order confirmation email. Orders are not processed on weekends or public holidays.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.
As a small team, processing may take slightly longer during launches or high-volume periods. We always aim to keep this transparent.
If your order includes an item with a stated dispatch date, the entire order will be shipped once that item is ready.
Shipping rates and delivery times
Shipping costs are calculated and shown at checkout.
We use tracked delivery services so you can follow your order in transit.
Estimated delivery times begin from the date of dispatch:
- EU deliveries: typically 1 to 3 business days
Delivery times are estimates and may vary during busy periods, customs processing, or courier delays.
Orders placed on weekends, public holidays, or after warehouse cut-off times will be processed on the next business day.
Order tracking
Once your order has shipped, you will receive an email with your tracking number.
Please allow up to 48 hours for tracking updates to appear.
If your order has not arrived within 5 business days of receiving your shipping confirmation, please contact support@clara-sol.com and include your name and order number.
Lost or stolen parcels
All orders are shipped with tracking.
If tracking shows that your parcel was delivered, including delivery confirmation where available, we cannot automatically issue a refund for parcels reported as stolen after delivery.
If you believe your parcel was stolen, please report it to your local authorities and send us any relevant reference number so we can support any courier investigation where possible.
5. Duties and Import Taxes
For orders shipped outside the relevant customs area, local import duties, taxes, or customs charges may apply.
These charges are the responsibility of the customer and are not included in our product or shipping prices unless stated otherwise.
We recommend checking your local customs rules before placing an order.
6. Fair Use
We reserve the right to review unusual return or refund activity.
Where we reasonably suspect misuse, fraud, abusive purchasing and return patterns, or attempts to exploit the 30-Day First-Order Money-Back Guarantee, we may refuse returns or refunds and, where necessary, restrict future orders.
Examples may include:
- repeated claims of missing orders without evidence
- returning items that do not match the original order
- repeated and excessive return behaviour inconsistent with normal consumer use
- attempts to make multiple first-order guarantee claims using different identities or order details
This does not affect your statutory rights.
7. Contact
For all shipping, return, refund, exchange, or order-issue questions, contact:
support@clara-sol.com
