What is the Return and Refund Policy?

If you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund or an exchange. Please see below for more information on our return policy. 

RETURNS 

All returns must be postmarked within sixty (60) days of the delivery date. Our offer of 60 days is a gesture of goodwill and can be withheld at any point. All returned items must be in new and unused condition, with all original packaging and inserts/stickers and labels attached.

RETURN PROCESS 

If your Cases and Clues pack doesn’t work for you for any reason, just return your order in it’s entirety (the Cases and Clues pack) in the same condition as delivered to you within 60 days from the date of receipt for a quick and easy refund subject to an inspection of the Cases and Clues pack on its return. Complete this form to begin the return process.

We will issue you with a prepaid returns label (or refund you postage up to £1.95) for faulty returns and this will be sent by email for you to print out and return the product back to us. In addition please enter your name and address on a piece of paper and enclose within the package so that we can track who has returned a parcel.

On receipt of the returned Cases and Clues pack we will either provide an exchange or a full refund, depending on your preference, once we have checked the Cases and Clues pack to check for faults and condition. If a Cases and Clues pack was returned as being faulty and we find that it  is not faulty we will deduct the cost of return postage from the refund. If the Cases and Clues pack is returned as no longer required we will check to ensure condition is same as originally delivered to you. If there is any deterioration in the condition we reserve the right to refuse to accept the return.

At Cases and Clues, we stand behind the quality of our products 100%, so if you have any issues we are more than happy to re-issue you with a replacement or a new pack, or if preferred a refund – provided you return the order back to us in the in the same condition as delivered to you provided the returned Cases and Clues pack passes our faults and condition check. 

REFUNDS on its return

After receiving your return and inspecting the condition of your item, we will determine whether to process your refund or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. We will notify you by email when your return has been processed. 

EXCEPTIONS

For defective or damaged products, please inform us of the problem using this form. Please note any interference with the product such as opening up the inside of the product will INVALIDATE the refund or exchange process. If the customer suspects the Cases and Clues pack is defective or damaged they must contact customer service using the form to begin the process.

Happiness Guarantee Claim Restrictions and Limitations:

The following situations are not covered by the Happiness Guarantee for services:

The item has been visibly ‘used’ and/or damaged and therefore cannot be resold by us.

In reference to the ‘no questions asked’ we will not ask why the item is being ‘rejected’ but have the legal right to confirm that the item has not been used and therefore can be resold. 

The happiness guarantee is a gesture of goodwill allowing the customer to ‘reject’ the item after 60 days (as per consumer rights). In keeping with the ‘right to reject’ the item cannot be used or unable to be resold.

‘Happiness’ is in reference to the physical feel and look of the goods (the pack and stickers) whilst being aware of the style of the activities through the ‘spoil the surprise’ section of the website; It is not derived from ‘using’ the pack and then deciding to ‘reject’ the item whilst it is not able to be resold.

‘Used’

In reference to the items being unused and therefore in resell-able condition; It cannot be damaged and the item cannot have the stickers peeled and stuck into the pack as the pack cannot be sold this way. 

The happiness guarantee is a gesture of goodwill and can be withdrawn at any moment at our discretion without affecting UK consumers rights in regard to ‘the right reject’.

If you need to return your order or want to enquire about a refund, please use this form where you can find the return policy https://forms.gle/AiCeDkN7PSawz7xs7