When you receive your item, you must check it as soon as possible following receipt and always before use. Please ensure that a returns authorisation number is obtained before attempting to return any items to us. Your right is to change your mind. We've all done it, ordered something and then realised later that it is no longer needed. You have 28 days to return your order under our 28 day return period policy, which starts on the day after we despatch your order. It's so simple, please follow the steps set out. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it /inspecting it.

What to do to return your item to us

Request a return through our website at our returns page. You must include your order number, the item you are returning and the reason for return. Once the request is approved you will need to download and print out the RMA (return authorisation) packing list, which MUST be included with the goods being returned. Please package the item securely and include inside the package your order number, name and address and the RMA packing list. Your return may not be accepted if the packing slip is not included. Your returned items must be received by us no later than 7 days from the approval of your return request.

Wrong item received

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 28 days from the day after we despatch your items.

Please enter a returns request on our website, on our returns page. You will need to tell us why you would like to return the item(s) when completing this form. Once your return is approved please download the returns packing slip, print and enclose with the items being returned. Your return may not be accepted if the packing slip is not included. Your returned items must be received by us no later than 7 days from the approval of your return request.

Bespoke Item Returns Policy

Due to the nature of a bespoke item, unfortunately such products are non-refundable or qualify for an exchange. If the item is cancelled swiftly and the customisation has not been started, we will happily process a full refund. Upon receiving the completed product, if you find the item is damaged or faulty, please contact our customer service team here.

Damaged or faulty items

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. If you believe that the item is faulty, please enter a returns request on our website, on our returns page. You will need to tell us exactly what the fault is when you complete this. As above, once your return is approved please download the returns packing slip, print and enclose with the items being returned. Your return may not be accepted if the packing slip is not included. Your returned items must be received by us no later than 7 days from the approval of your return request. Our Returns Policy for faulty items upholds your statutory rights.

Return Address

You should send the Goods to our warehouse at the following address:

Trade Ivy Limited, Unit 3C Latham Park, St Blazey Road Par Cornwall PL24 2HY

Unfortunately, we cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods.

What we'll do next

All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item. Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card/PayPal account used to purchase the item.

Return of replacement goods

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after we despatched the the replacement item. Send the items back to us following the process in “What to do to return your item to us” above and we will refund you once the items are received by us.

Cost of returning items

Please note that we can only refund the postage costs for returning an item where: we sent you the wrong item, or the item is damaged or faulty; or where you are returning a substitute or replacement item which you do not want to keep. We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

Complaints

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.

Please contact our customer service representatives on +44 (0) 1752 279954, via your account, by email to info@elesi.com or by post at Customer Service Department, Elesi, Unit 3C Latham Park, St Blazey Road, Par, Cornwall PL24 2HY