Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@eltermlondon.co.uk. Please note that returns will need to be sent to the following address: Elterm London Flat a 76 Granville Road, N12 0HT, London 

You can always contact us for any return questions at shop@eltermlondon.co.uk.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
If more than 15 business days have passed since we’ve approved your return, please get in touch with us at shop@eltermlondon.co.uk.

Returns:

  • Can I return a damaged item?
    If you receive a damaged item, please get in touch with us within 48 hours, and we will exchange it for the same product. Please provide pictures of the damaged item. If the damaged product was delivered on a Friday, please get in touch with us by Monday.
  • How much does returning a damaged item cost?
    Nothing - if the product was faulty or damaged during transport, we cover all the costs.
  • Can I return an undamaged item I no longer want?
    You can return any product within 14 days of purchase. However, we will not accept returns for some products, so please contact us to confirm individually.
  • A handling fee of 10% of the order value will be charged for the return.
  • Are you returning products that require transport on a pallet?

         You will be charged for return shipping costs.

 

Cancellation:

 

  • How can I cancel, install or service a contract?
    The easiest way is to contact us and inform us that you are no longer interested. We will need all your contact information, and in case of cancellation of the service, 10% of the total contract value is non-refundable(to cover operating costs). If you haven't paid the deposit yet, then the sum will be charged from any payment you made.
  • What happens if I cancel a contract?
    You will receive a refund of the deposit paid minus the 10% off the total contract value. The funds will be returned to you using the same means you used to pay for it, within 10-14 business days to receive the refund. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
    If more than 15 business days have passed since we’ve approved your return, please get in touch with us at shop@eltermlondon.co.uk.