Refund and Returns Policy | Clara Clones UK

At Clara Clones, we are committed to providing high-quality replica ID cards, clone cards, and custom printing services to customers across the United Kingdom. Because our products are personalised and custom-made specifically for you, our refund and returns policy differs from standard off-the-shelf purchases.

Please read this policy carefully before placing your order. By purchasing from Clara Clones, you agree to the terms outlined below.

 Contact Information

If you have any questions about your order or need to report an issue, please contact us immediately:

  • Email: contact@claraclones.co.uk

  • Response Time: Within 24 hours (Monday-Friday)

Before returning any items, you must contact us first. Returns sent without prior authorisation may not be accepted.

 30-Day Satisfaction Guarantee on Quality

We stand behind the quality of our clone cards. If your card arrives with a printing error, defect, or damage caused during shipping, we will make it right.

 Faulty or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a refund or replacement if goods are:

  • Not as described

  • Of unsatisfactory quality

  • Faulty

If your replica ID card arrives with:

  • Printing smudges or errors

  • Incorrect personal details (that we misprinted, not due to your submission)

  • Physical damage from transit

We will offer you:

  1. A free reprint of your card, or

  2. A full refund (including original delivery costs) 

Timeframe: Please notify us within 14 days of receipt so we can resolve the issue quickly. Include photos of the problem in your email to speed up the process.

Incorrect Information You Provided

If you submitted the wrong name, photo, or details, and we printed exactly what you sent, we are not obligated to provide a refund . However, we want you to be happy. Contact us, and we may offer a discounted reprint to correct the mistake.

 No Refunds for “Change of Mind”

Because all our products are personalised or bespoke items, they are exempt from the 14-day “cooling-off” period that applies to standard goods under the UK Consumer Contracts Regulations 2013 .

This means:

  • ❌ We cannot accept returns simply because you changed your mind.

  • ❌ We cannot accept returns because the card “doesn’t look like you expected” (if it matches the approved proof).

  • ❌ We cannot accept returns for cards that have been used or handled excessively.

We provide a digital proof before printing. It is your responsibility to approve this proof. Once approved, production begins immediately, and cancellation may not be possible.

 Cancellation Policy

  • Before Proof Approval: If you cancel your order before we have sent the digital proof, you will receive a full refund, minus a small administrative fee to cover transaction costs.

  • After Proof Approval: Once you approve the digital proof, production begins. At this stage, orders are final and cannot be cancelled for a refund.

 Lost or Stolen Items

Clara Clones is not responsible for items lost or stolen after they have been marked as “Delivered” by Royal Mail or our courier partners.

  • If your tracking shows “Delivered” but you haven’t received it: Please check with neighbours, family members, or your local sorting office first.

  • If your item is lost in transit (tracking shows no movement for 10+ working days): Contact us immediately. We will open an investigation with the courier and either issue a refund or send a replacement once the investigation concludes.

You can review delivery standards on the Royal Mail tracking and help page.

 Refund Process

If your refund is approved (for faulty items or our errors), here is how it works:

  1. Approval: We will send you a confirmation email stating your refund has been authorised.

  2. Timing: Refunds are processed within 14 days of us confirming the return or fault .

  3. Method: Refunds will be issued to the original payment method used at checkout (credit card, debit card, or PayPal).

  4. Amount: You will receive a refund for the full cost of the item plus any standard delivery charges you paid. (Premium shipping upgrades may not be refundable unless the delay was our fault).

 Returns for Shipping (If Requested)

In rare cases where we request you to return a faulty item:

  • Return Postage: If the item is faulty or our error, we will provide a prepaid returns label or reimburse reasonable return postage costs .

  • Address: Returns must be sent to our UK processing address (provided upon request).

  • Condition: Items must be returned in the condition they were received, with all packaging.

Your Legal Rights (UK Consumers)

This policy does not affect your statutory rights. As a consumer based in the United Kingdom, you have rights under:

  • The Consumer Rights Act 2015 

  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 

For official guidance on your rights regarding faulty goods or fake items, you can refer to the Citizens Advice consumer rights guide.

Important Note on Illegal Activity: Clara Clones operates within UK law. We produce replica and custom ID cards strictly for legitimate purposes (events, props, backup passes). If you purchased with the intent to commit fraud or use the card illegally, you are breaking the law, and we will not assist in that activity. Refunds will not be issued if you admit to illegal use, and we reserve the right to report such admissions to the relevant authorities.