Refund policy

1. UK & EU Statutory Rights
If you are located in the UK or the EU, you have a legal right to withdraw from your purchase within 14 days (or up to 30 days in certain EU member states) of receiving your goods. During this "cooling-off period," you are welcome to cancel your order and return the items for any reason, provided they do not fall under our return exceptions listed below.

2. Our 30-Day Satisfaction Guarantee
We want you to be completely happy with your purchase. If things don't work out as expected, you can request a refund within 30 days of receiving your web order.

Once approved, refunds will be issued directly to your original payment method. Please allow 5–10 business days for the funds to reflect in your account. Please note: We refund the cost of the products themselves; original shipping charges are non-refundable.

3. The Returns Process
Contact us following the instructions below, letting us know why you are unhappy with your purchase and we will provide you with return details. Please give us as many details as possible so we can understand the issue and use this to help make improvements for the future. The cost of return is the responsibility of the customer.

4. Return Exceptions & Fair Use
To ensure we can continue offering a generous returns policy, please review the following exceptions:

  • Usage Limits: We can only accept returns on items that are largely unused. If more than two rolls in your order have been unwrapped, we cannot accept the return or issue a refund (unless the product is defective).
  • Hygiene Standards: For health and safety reasons, any products that have been unsealed, unwrapped, or opened after delivery are strictly non-returnable.
  • Fair Use Policy: Refunds based on personal preference or dissatisfaction are limited to one per product type, per customer. For example, if you try a product and receive a refund because it wasn't to your liking, a subsequent purchase and refund request for that exact same product type will be denied.

If you receive a genuinely faulty or defective product, the above exceptions do not apply, and we will always provide a refund or replacement in full accordance with consumer protection laws.

5. Third-Party & Retail Purchases
This policy applies exclusively to orders placed directly through our official website. If you purchased our goods from an independent retail store or a third-party marketplace, please refer to their specific return policy and contact them directly to process your request.

How to Contact Us

Submit a Request
To initiate a return or refund, please email our customer support team at hello@clean-sheet.co. We aim to respond to all emails as quickly as possible.

By Mail
If you prefer to write to us, please direct your correspondence to the relevant regional address below. (Note: Mail inquiries take longer to process, but we will always aim to resolve your complaint within 14 days of receipt).

  • UK/EU: Studio 210, Artistic Spaces, Paynes Wharf, 25 Wharf Street, London, England, SE8 3GG

Details to Provide
To help us process your request quickly, please provide your Order Number (this can be found in your order confirmation email).

If you cannot locate your order number, please include the following details associated with your purchase:

  • Full Name
  • Email Address used at checkout
  • Shipping Address
  • Date the order was received

Please also include a brief description of the issue so we can make things right and improve our products for the future!