At Ellurey, we value customer satisfaction and are committed to providing you with quality products and services. This Return & Refund Policy outlines your rights to return products and request refunds in accordance with UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Right to Cancel (UK Consumer Law)

You have the legal right to cancel your order within 14 days of receiving your goods without giving any reason. This is known as the “cooling-off period.”

To exercise this right:

  • Notify us in writing at ehtashamhk@gmail.com

  • Do so within 14 calendar days from the day you received the item(s)

2. Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • The product must be in its original, unused condition

  • All original tags, labels, accessories, and packaging must be intact

  • Return must be initiated within 14 days of delivery

  • You must provide proof of purchase (order number or receipt)

3. Items Not Eligible for Return

Certain types of goods are non-refundable and cannot be returned:

  • Personalised or custom-made items

  • Perishable items (e.g., food, flowers)

  • Intimate or hygienic goods (e.g., undergarments, earrings)

  • Downloadable digital products or software

  • Gift cards or vouchers

4. Damaged or Defective Items

If you receive a product that is faulty, damaged, or not as described:

  • Contact us within 48 hours of receiving the item at Ellurey19@gmail.com

  • Provide clear photos of the damage or issue

  • We will offer a replacement, exchange, or full refund, including shipping

5. How to Return a Product

To initiate a return, follow these steps:

  1. Email us at ehtashamhk@gmail.com with your order number and reason for return.

  2. Wait for confirmation and return instructions.

  3. Package the item securely and send it to the return address provided.

Important: We recommend using a tracked shipping service. We are not responsible for returns lost in transit.

6. Return Shipping Costs

  • If the return is due to our error (e.g., faulty, incorrect item), we will cover the return shipping costs.

  • If you are returning for any other reason (e.g., change of mind), you are responsible for the return shipping.

7. Refunds

Once we receive and inspect your returned item:

  • You will receive an email notification confirming receipt.

  • If the return is approved, your refund will be processed to your original payment method within 3–7 business days.

  • Some banks or card issuers may take longer to reflect the refund.

8. Late or Missing Refunds

If you haven’t received a refund:

  • Check your bank account again

  • Contact your credit card company; it may take some time before your refund is officially posted

  • If you’ve done all of this and still have not received your refund, please contact us at Ellurey19@gmail.com

9. Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at Ellurey19@gmail.com with your order number and issue description.

10. Cancellations Before Dispatch

If you wish to cancel your order before it is shipped, please contact us immediately. We can process a full refund if the order has not yet been dispatched.

11. Contact Us

If you have any questions or concerns about your return, refund, or rights, don’t hesitate to get in touch.

Email: Ellurey19@gmail.com
Business Address: 116 Imperial Drive Harrow HA2 7HT England