Refund policy

This policy explains how Elan Living handles cancellations, returns, exchanges and refunds for orders delivered within the United Kingdom.

We want you to feel confident with every purchase. If something is not right, please contact us and we will do our best to help.

For all return and refund enquiries, email support@elanliving.co with your order number.

1. Our 30-Day Return Policy

We offer a voluntary 30-day return period.

You must contact us within 30 days of receiving your order to request a return.

To request a return, email support@elanliving.co and provide:

Your order number.
The item you wish to return.
The reason for the return.
Relevant photographs or videos where reasonably necessary, particularly if an item is faulty, damaged or incorrect.

Once your return has been confirmed, we will provide instructions explaining how and where to send the item.

Unless we tell you otherwise, the returned item should be sent within 14 days of receiving our return instructions.

Please do not send an item back before contacting us. Items sent without first requesting a return may be delayed, refused by the receiving location or may not reach the correct returns destination.

The return address may be different from our business correspondence address. We will confirm the correct return address when you contact us.

2. Condition of Change-of-Mind Returns

To receive a full refund under our voluntary 30-day return policy, a non-faulty item should be:

Unused and in a resaleable condition.
Free from damage, installation marks, wear or alteration.
Returned with all original components, accessories, instructions and tags.
Returned in its original packaging where reasonably possible.
Accompanied by the receipt or another form of proof of purchase.

You may inspect an item in the same way that you reasonably could in a physical shop.

If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make a reasonable deduction from the refund to reflect any actual reduction in value, where permitted by law.

These conditions do not limit your statutory rights where an item is faulty, damaged, incorrect or not as described.

3. Your Statutory Right to Cancel

Our voluntary 30-day return policy is in addition to your statutory rights.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers normally have the right to cancel most online orders without giving a reason.

You must notify us of a statutory cancellation within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

If an order contains multiple items delivered separately, the cancellation period normally begins on the day after the final item is received.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

To exercise this right, email support@elanliving.co with your order number and a clear statement that you wish to cancel.

You may use the model cancellation form in Section 16, but using the form is not required. An email containing a clear cancellation request is sufficient.

Statutory exceptions may apply to certain products, as explained in Section 9.

4. Cancelling an Order Before Dispatch

If you wish to cancel or amend an order before it has been dispatched, contact support@elanliving.co as soon as possible.

We cannot guarantee that an order can be changed or cancelled once processing has started.

If the order has already been dispatched, you may need to receive it and follow the return process.

Your statutory cancellation rights remain unaffected.

5. Return Shipping Costs

For a change-of-mind return, the customer is responsible for arranging and paying the direct cost of returning the item.

If an item is faulty, damaged, incorrect or not as described, Elan Living will provide an appropriate return method or reimburse reasonable return costs where required.

We strongly recommend using a tracked and appropriately insured return service and keeping your proof of postage until the return and refund have been completed.

You are responsible for packaging a return carefully to prevent damage during transit.

Nothing in this section affects any rights you may have against the return carrier if a parcel is is lost or damaged in transit.

6. Sustainable Packaging

To reduce unnecessary waste and environmental impact, some products may be shipped using recycled, recyclable or minimal-impact protective packaging.

External delivery packaging may occasionally show minor cosmetic wear caused by transit or handling. This does not normally affect the quality, condition or functionality of the product.

Minor cosmetic wear to external delivery packaging does not prevent you from exercising your statutory cancellation rights or your rights where the product itself is faulty, damaged, incorrect or not as described.

Where a returned product, its retail packaging or its components have been damaged through handling beyond what is reasonably necessary to inspect the product, we may make a reasonable deduction reflecting the actual reduction in value where permitted by law.

We do not charge an automatic restocking, processing or repackaging fee.

7. Faulty, Damaged, Incorrect or Misdescribed Items

Products must be:

Of satisfactory quality.
Fit for their intended purpose.
As described.
Supplied with the correct components.

Please inspect your order after delivery and contact support@elanliving.co as soon as reasonably possible if:

An item is faulty or defective.
An item was damaged during delivery.
You received the wrong item.
Parts or accessories are missing.
The product is materially different from its description.

When contacting us, please provide your order number, a description of the issue and photographs or videos where reasonably possible.

Photographic or video evidence helps us assess the issue quickly, but an inability to provide it does not automatically remove your statutory rights.

Depending on the circumstances and your legal rights, an appropriate remedy may include:

A full or partial refund.
A replacement.
A repair.
A price reduction.
Reimbursement of reasonable return costs.

Nothing in this policy limits your rights under the Consumer Rights Act 2015.

8. Installed or Used Products

Installing, wiring, assembling, altering, washing or extensively using a non-faulty product may affect whether it can be returned under our voluntary change-of-mind policy.

Electrical products should be checked for suitability and visible damage before installation. Where appropriate, installation should be completed by a suitably qualified electrician.

If a non-faulty product has been installed or handled beyond what is reasonably necessary to inspect it, we may make a reasonable deduction reflecting any actual reduction in value.

This does not remove your statutory rights where a product is faulty, unsafe, not as described or otherwise fails to meet the requirements of UK consumer law.

9. Non-Returnable Items

The following items may be excluded from change-of-mind cancellation rights where permitted by law:

Personalised, customised or made-to-order products.
Products made to a customer’s individual specifications.
Sealed products that are not suitable for return for health-protection or hygiene reasons once unsealed.
Products that deteriorate or expire rapidly.
Digital content once downloading or streaming has begun after the customer has provided the legally required consent and acknowledgement.
Any other product that is legally exempt from cancellation rights.

Where an exclusion applies, it will be stated on the relevant product page or communicated before purchase where appropriate.

Sale, clearance or promotional items are not automatically excluded from returns merely because their price was reduced.

This section does not affect your rights where an item is faulty, damaged, incorrect or not as described.

Contact support@elanliving.co if you are unsure whether an item qualifies for return.

10. Exchanges

We do not currently offer direct exchanges.

If you require a different product, size, colour or variation, you should return the original item in accordance with this policy and place a new order.

The new order will be treated as a separate purchase and remains subject to availability.

11. Promotions, Bundles and Free Gifts

If an item was purchased as part of a bundle, multi-buy promotion or offer containing a free gift, the promotional conditions will be considered when calculating the refund.

Where returning an item means the remaining purchase no longer qualifies for the original promotion, we may:

Recalculate the retained items at their applicable standalone price.
Deduct the stated value of a promotional or free item that is not returned.
Ask you to return all items supplied as part of the promotion.

Any adjustment will be explained and will not exceed the value of the benefit received.

This section does not limit your statutory rights where an item is faulty, damaged, incorrect or not as described.

12. Refund Processing

Once we receive and inspect your return, we will notify you of the outcome.

Where a refund is due, it will be issued to the original payment method.

For statutory cancellations, we will process the refund no later than 14 days after:

Receiving the returned goods; or
Receiving evidence that the goods have been sent back, if this occurs earlier.

Where permitted by law, we may withhold the refund until we receive the goods or evidence that they have been returned.

For other approved returns under our voluntary 30-day policy, we aim to process the refund within 14 days of receiving and inspecting the returned item.

After we issue the refund, your bank or payment provider may require additional time to place the funds into your account. This processing time is outside our control.

13. Original Delivery Charges

Where required by law, a statutory cancellation of an entire order will include a refund of the amount paid for standard outbound delivery.

If you selected an enhanced, express or premium delivery option, we are not required to refund the additional amount above the cost of standard delivery.

If you return only part of an order, the original delivery charge will not normally be refunded unless required by law or the returned item was faulty, damaged, incorrect or not as described.

Elan Living currently provides free standard shipping on UK orders, so there will normally be no standard outbound delivery charge to refund.

14. Refund Deductions

We do not charge an automatic restocking, processing or repackaging fee.

Where permitted by law, we may make a reasonable deduction if:

The item has been handled beyond what is reasonably necessary to inspect it.
The item has been installed, altered, damaged or used after delivery.
Parts, accessories, instructions or components are missing.
The condition of the product or its retail packaging has reduced the item’s value.

Any deduction will reflect the actual reduction in value and will be explained to you.

No deduction will be made merely because the external delivery packaging shows ordinary transit wear.

Deductions will not be used to remove or restrict your rights where the product was faulty, damaged, incorrect or not as described when supplied.

15. Missing or Delayed Refunds

If more than 14 days have passed since we confirmed that your refund was issued and you have not received it:

Check your bank or payment account again.
Contact your bank or payment provider, as processing may take additional time.
Contact us at support@elanliving.co if the refund is still missing.

16. Model Cancellation Form

You may use this form to notify us that you wish to cancel an eligible order, but using it is not obligatory. You may instead send us an email containing the same information.

To:
Elan Living
Elms Farm, Viking Business Park
2 Caxton Road
Bedford
MK41 0LF
United Kingdom

Email: support@elanliving.co

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Order number:

Description of goods:

Ordered on:

Received on:

Name of customer:

Address of customer:

Signature of customer:
Only required if this form is submitted on paper.

Date:

17. Contact Us

For all cancellation, return and refund enquiries, please contact us before sending anything back:

Elan Living
Elms Farm, Viking Business Park
2 Caxton Road
Bedford
MK41 0LF
United Kingdom

Email: support@elanliving.co
Telephone: +44 7864 887911

We aim to respond to all enquiries within 24–48 hours.

The address above is our business correspondence address and is not necessarily the correct returns destination.

Please contact us first so we can provide the correct return instructions and return address for your order.