Refund policy

Returns, cancellations and refunds

This policy applies to purchases made online from Clesana Centre UK, operated by Calfab Limited. It is in addition to your legal rights under UK consumer law.

Changing your mind

If you are a consumer buying online, you normally have 14 days from the day you receive your goods to tell us that you wish to cancel. You then have a further 14 days to return the goods. To start a return, email support@clesanacentreuk.com with your name, order number, the item you wish to return and the reason for the return.

Please wait for return instructions before sending anything. Unless the goods are faulty, damaged or incorrectly supplied, you are responsible for the cost and safe return of the goods. We recommend using a tracked and insured service. Goods remain your responsibility until received by us.

Return goods complete, unused and in their original condition, with all accessories, manuals and packaging. You may inspect goods as you would in a shop. If handling goes beyond this and reduces their value, we may make a reasonable deduction from the refund.

Items that cannot be returned for a change of mind

The right to cancel does not apply to goods made to your specification or clearly personalised. A statutory hygiene exception may also apply where goods were supplied sealed, are not suitable for return for health or hygiene reasons and the seal has been broken after delivery. This does not affect your rights if goods are faulty, damaged, misdescribed or not fit for purpose.

Installation and service bookings

If you book an installation or other service online, you normally have 14 days from the day after the contract is made to cancel. If you expressly ask us to begin within that period and later cancel, you may need to pay for work already completed. The cancellation right may end once the service has been fully performed with your prior agreement and acknowledgement.

Faulty, damaged or incorrect goods

Inspect your order promptly and contact us as soon as possible if an item is damaged, faulty, incomplete or incorrect. Please include your order number and, where helpful, photographs or a short video. We will assess the issue and arrange an appropriate remedy in line with your statutory rights, which may include repair, replacement, price reduction or refund depending on the circumstances.

Your statutory rights are not limited by any manufacturer warranty. Nothing in this policy affects the rights you have under the Consumer Rights Act 2015.

Refunds

Once a return is received, we will inspect it and tell you whether the refund has been approved. Where you exercise your statutory right to cancel, we will refund sums due within 14 days after we receive the returned goods or you provide evidence that you sent them back, whichever is earlier. The refund will include the basic outbound delivery charge; any extra cost for an upgraded delivery method is not refundable.

Approved refunds are made to the original payment method. Your bank or card provider may take additional time to show the funds in your account.

Exchanges

The quickest way to obtain a different item is normally to return the original item, where eligible, and place a new order. If an item is faulty or incorrectly supplied, contact us first so we can arrange the correct remedy.

Return address

Do not send goods without contacting us first. Approved returns will normally be directed to:

Clesana Centre UK / Calfab Limited
Unit 8, 109 Urquhart Road
Aberdeen
AB24 5NH
United Kingdom

Contact

Email: support@clesanacentreuk.com
Telephone: 0330 122 5192

Last updated: 22 September 2026