Reviews policy

Eligibility

Eligibility: you must have bought the product from Clear Security. Routes: (1) the private link emailed after purchase; (2) the order in your account, available after dispatch. Result: every review is tied to a verified purchase.

Review requests are not targeted. Who is asked, and when, is never decided by perceived customer satisfaction, and every request uses identical wording.

Publication: positive and negative alike

Star rating has no bearing on publication. A review is not hidden, delayed or edited for a low rating, or for criticising us or a product.

Manual check: required only where a review contains (a) a link, (b) an email address or phone number, (c) abusive language, or (d) text containing no real words. Target decision time for a held review: 7 days. Grounds for removal or refusal: (1) spam; (2) abuse; (3) personal data; (4) content unrelated to the product. A negative opinion is not a ground.

Incentives

Incentive offered for a review: none. That rules out discounts, account credit and prize-draw entries.

Reviews submitted via Google, Trustpilot or any other platform: never rewarded.

Public replies

We may post a public reply under a review. No reply ever offers an incentive to change or remove a review.

Review and complaint: the difference

Review: your opinion of a product, published for other buyers. Complaint: an issue you ask us to remedy. The two are independent: you may do either, or both. Raising a problem does not prevent you from reviewing. A review is not a substitute for the returns or complaints process.

Reporting a problem: email [email protected] or telephone 020 8153 4658. Your rights are listed on the returns page.

Reporting a suspect review

To report a review on this site that you believe is fake or in breach of these rules: email [email protected] or telephone 020 8153 4658, and identify the review. We will investigate it.

Third-party review sites

Invitations to post a review on Google or Trustpilot may be sent. Reviews from external sites, including marketplaces, are never reproduced on our product pages.