Refund policy

Cancellations, returns and refunds

These rules apply to everyone who buys from eleva-home.co.uk as a consumer. They set out your legal rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing here reduces those rights.

Your right to cancel

You can cancel your order for any reason, and you do not have to give one.

  • You have 14 days from the day you receive your order to tell us you wish to cancel. If your order arrives in several parcels, the 14 days start on the day you receive the last item.
  • You then have a further 14 days to send the goods back to us.

You can also cancel at any point between placing your order and receiving it.

How to cancel

  1. Write to us through the contact form. Give your order number, the name and email address used on the order, and the item or items you are cancelling. A clear statement that you are cancelling is enough - you do not need to use a form or a set wording.
  2. We will reply within 2 working days with the return address and the reference to write on the parcel. Please wait for that reply before sending anything back, so that your parcel can be matched to your order.
  3. Send the goods back within 14 days of telling us. Use a tracked service and keep the proof of postage until your refund has been paid.

Condition of the goods

You may handle and inspect the goods as you would in a shop. If you handle them more than that, and their value drops as a result, we may reduce your refund to reflect that loss in value.

Please return the item in its original packaging where you can, with any fittings, screws and instructions included. If the original packaging has been thrown away, pack the item well enough to survive the journey back.

Who pays for the return

  • If you change your mind, you pay the direct cost of returning the goods to us. We do not deduct anything else from your refund.
  • If the item is faulty, damaged in transit, or not as described, we pay the return cost. Contact us first and we will tell you how to send it back at our expense.

Your refund

  • We refund you within 14 days of receiving the goods back, or within 14 days of you giving us proof that you have sent them, whichever happens first.
  • The refund is paid to the payment method used for the order. Your bank may take a few more days to show it.
  • Delivery is free on every order, so there is no delivery charge to refund.
  • If you cancel before dispatch, we refund you within 14 days of you telling us.

Faulty, damaged or wrong items

Under the Consumer Rights Act 2015, the goods we sell must be of satisfactory quality, fit for purpose and as described.

  • Within 30 days of delivery you can reject a faulty item and ask for a full refund.
  • After 30 days and up to 6 months you can ask for a repair or a replacement. If that fails, you can ask for a price reduction or a refund.
  • After 6 months your rights continue for up to 6 years in England, Wales and Northern Ireland, and 5 years in Scotland, but you may be asked to show that the fault was there when the item was delivered.

Contact us with photographs of the fault and we will tell you what happens next. You will never pay to return a faulty item.

When the right to cancel does not apply

The 14-day cancellation right does not apply to goods made to your specification or clearly personalised, or to sealed goods that are not suitable for return for health or hygiene reasons once they have been unsealed. Your rights over faulty goods still apply in every case.

If you are not happy with our decision

Write to us again through the contact form with the word COMPLAINT in your message. We will look at your case again and give you a final written answer within 10 working days. You can also get free advice from Citizens Advice at citizensadvice.org.uk/consumer.