Refund policy
Refund & Returns Policy
At Elvissa, we want you to be completely satisfied with your purchase. If you are not happy with your order, you may have the right to return it and receive a refund in accordance with applicable UK consumer law.
This policy applies to purchases made through our website.
1. Your Right to Cancel
If you purchase a product from Elvissa online, you generally have the legal right to cancel your order within 14 days of receiving the goods, without having to provide a reason.
To exercise your right to cancel, please contact us within the 14-day cancellation period.
After notifying us that you wish to cancel, you must return the goods to us within 14 days.
These cancellation rights are provided under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
2. Condition of Returned Items
Customers may handle products to the extent reasonably necessary to establish their nature, characteristics and functionality, similar to how they would be able to inspect the product in a physical shop.
If a product has been handled beyond what is reasonably necessary and its value has been reduced as a result, Elvissa may be entitled to make a deduction from the refund for that diminished value.
Where possible, products should be returned:
- In their original packaging
- With all accessories and included items
- In a clean and resalable condition
- With proof of purchase/order information
However, we will not use packaging or other return requirements to unlawfully restrict your statutory consumer rights.
3. Refunds for Change of Mind
If you cancel your online order within the applicable 14-day cancellation period, Elvissa will refund the eligible amount in accordance with UK law.
The refund will normally include the cost of the standard delivery option you originally paid for. If you selected a more expensive delivery service, we are only required to refund the equivalent standard delivery cost.
Unless otherwise agreed, the refund will be made using the same payment method originally used for the purchase.
4. Return Shipping Costs
Unless the product is faulty, damaged, incorrectly supplied or not as described, the customer is normally responsible for the cost of returning an unwanted/change-of-mind item, provided we informed you of this responsibility before purchase.
If the item is faulty, damaged, incorrectly supplied or not as described, please contact us before returning it so that we can provide appropriate instructions.
5. Faulty, Damaged or Misdescribed Products
Your statutory rights are not affected by this policy.
If a product is:
- Faulty or defective
- Not of satisfactory quality
- Not fit for its intended purpose
- Not as described
- Incorrectly supplied
you may have rights to a repair, replacement, price reduction or refund, depending on the circumstances and applicable UK consumer law.
We will not exclude or restrict any legal rights you have under the Consumer Rights Act 2015.
In particular, Elvissa will not refuse a valid statutory claim simply because our voluntary return period has expired.
6. Faults Discovered Within 30 Days
Where goods are faulty, consumers may generally have a short-term right to reject the goods and obtain a refund within 30 days, subject to the requirements of the Consumer Rights Act 2015.
After this period, other statutory remedies, such as repair or replacement, may apply.
7. Refund Processing
For a cancellation under the statutory cooling-off period, Elvissa will process the refund within the timeframe required by UK law.
Generally, once the returned goods have been received, or where applicable you provide evidence that they have been returned, the refund will be made within 14 days.
Refunds will normally be made to the original payment method.
Please note that the time taken for the funds to appear in your account may depend on your bank or payment provider.
8. Exclusions from the 14-Day Cancellation Right
Certain products may be excluded from the statutory cancellation right under UK law.
Examples can include:
- Personalised or custom-made products
- Products that deteriorate or expire rapidly
- Certain sealed products that cannot be returned for health or hygiene reasons once unsealed
- Other products specifically excluded by applicable legislation
Where an exclusion applies to a particular Elvissa product, this will be communicated to customers where required by law.
9. Items Damaged Through Customer Use
If a product is damaged because it has been used or handled beyond what is reasonably necessary to inspect its nature, characteristics and functionality, Elvissa may be entitled to account for the resulting reduction in value when processing a statutory cancellation refund.
This does not remove or restrict your statutory rights where a product was already faulty, defective or not as described.
10. Incorrect or Missing Items
If you receive an item that is different from what you ordered, or an item is missing from your order, please contact Elvissa as soon as reasonably possible.
We will investigate the issue and, where appropriate, arrange a replacement, refund or other remedy in accordance with your statutory rights.
11. How to Request a Return or Refund
To request a return or cancellation, please contact us with:
- Your full name
- Order number
- Email address used for the order
- Product(s) you wish to return
- Reason for return, where applicable
- Photographs/videos where the item is damaged or faulty
Email: contact@elvissa.co.uk
Please do not send a return to an address other than the address provided by Elvissa for your return.
12. Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or replace any rights you have under UK consumer law.
Where any provision of this policy conflicts with a mandatory consumer right, the applicable consumer law will prevail.
Elvissa will not rely on a term that unfairly limits or excludes our legal responsibility for faulty, defective or misdescribed goods. UK guidance states that businesses cannot use unfair terms to avoid responsibility for faulty or misdescribed goods.
13. Contact Us
If you have any questions regarding returns, refunds or your consumer rights, please contact:
Email: contact@elvissa.co.uk