If the Goods are faulty please notify Clementine’s shop as soon as practicable after the fault is discovered.

Where the Customer notifies Clementine’s shop of a problem, Clementine’s shop's only obligation will be at the Customer’s option:

1. to make good any shortage or non-delivery provided that Clementine’s shop have sufficient stock to enable us to do so; or

2. to replace or repair any Goods that are damaged or faulty; or

3. to refund to the Customer the amount paid for the Goods in question.

If the delivery is of an incorrect quantity or if the goods delivered are damaged Clementine’s shop shall have no liability to the customer unless the customer provides notification of the problem in writing at the contact address or by e mail within 7 working days of the date of delivery of the goods.

Unfortunately personalised or special order items cannot be refunded or exchanged.


Where the goods are not made to the customer’s own specification, the customer may cancel the agreement with Clementine’s shop at any time up to the end of the seventh working day commencing from the date the customer received the goods. The customer does not need to provide any reason for the cancellation nor will the customer have to pay any penalty.

To cancel the order or agreement the customer must notify Clementine’s shop in writing either by post to Clementine’s shop, Lower Lawn Barns, Tisbury, Salisbury, Wiltshire SP3 6SG or by e-mail

If the customer has received the goods prior to the agreement being cancelled then the customer must send the goods back to Clementine’s shop's postal address at the customer’s own cost and risk (except in the circumstances described in clause 6.4 below). If the customer cancels the agreement but Clementine’s shop have already processed the goods for delivery the customer must not unpack the goods and the customer must send the goods back to the above postal address as soon as possible.

Once the customer has notified Clementine’s shop of the cancellation and provided it is given within the time frame specified within clause 6.1, any sum debited from the customer’s credit card will be re-credited to the customer’s account as soon as possible and in any event within 30 days of the customer cancellation PROVIDED THAT the goods in question are returned by the customer and received by Clementine’s shop in the condition they were in when delivered to the customer. If the customer does not return the goods delivered or does not pay the costs of delivery, Clementine’s shop shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to the customer.