Refund policy

Returns & Refunds Policy

We want you to be happy with your purchase from Elagili. Please read our returns and refunds policy carefully before placing your order.

30-Day Returns Policy

We offer a 30-day return policy. This means you have 30 days from the date you receive your item to request a return, subject to the conditions and exclusions set out below.

To be eligible for a return, the item must be in the same condition in which you received it, unused or unworn, with all original tags, accessories and packaging where applicable. You will also need your receipt or proof of purchase.

To request a return, please contact us at support@elagili.co.uk before sending any item back.

Items returned without first requesting a return may not be accepted.

Change-of-Mind Returns

If you change your mind and wish to return an eligible item, you are responsible for the cost of returning the item to us.

We recommend using a tracked delivery service and keeping proof of postage until your refund has been completed.

Original delivery charges may be refunded where required by applicable consumer law. If you selected a delivery service that was more expensive than our standard delivery option, any additional delivery cost may not be refundable.

UK Online Cancellation Rights

For most goods purchased online, UK consumers have the legal right to cancel their order within 14 days after receiving the goods without giving a reason. After notifying us of the cancellation, the goods should be returned within the applicable legal timeframe.

Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is faulty, damaged, defective, or you receive the wrong item, please contact us as soon as possible at support@elagili.co.uk so that we can assess the issue and arrange an appropriate solution.

Where an item is faulty, damaged or incorrectly supplied by us, Elagili will cover reasonable return costs where required and your statutory consumer rights will not be affected. UK law provides remedies for goods that are faulty, not as described or not fit for purpose. 

Non-Returnable Items

Certain items cannot be returned where a legal exception applies, including:

* Perishable goods, including certain food and drink products.
* Custom-made or personalised products.
* Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.
* Hazardous materials, flammable liquids or gases.
* Gift cards where applicable.

For hygiene reasons, certain sealed beauty and personal-care products cannot be returned once opened or unsealed, unless the product is faulty. 

If you are unsure whether your item can be returned, please contact us at support@elagili.co.uk before opening or using the product.

Sale Items

Sale and promotional items are subject to the same statutory consumer rights as full-price items.

Eligible sale items may be returned under this policy unless a legal exception applies. Your statutory rights in relation to faulty, damaged or misdescribed goods are not affected.

Exchanges

The quickest way to receive a different item is to return the item you currently have and, once your return has been accepted, place a new order for the replacement item.

Refunds

Once we have received and inspected your return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow up to 10 business days for us to process an approved refund. Your bank or card provider may require additional time for the funds to appear in your account.

Where statutory cancellation rights apply, refunds will be processed within the time limits required by applicable UK consumer law. 

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at support@elagili.co.uk.

Return Shipping

For eligible change-of-mind returns, the customer is responsible for return postage costs.

If an item is faulty, damaged, defective or incorrect, please contact us before returning it. We will provide instructions and, where applicable, arrange or reimburse reasonable return postage costs.

Please do not send returns to us without first contacting our customer support team.

Contact Us

For any questions regarding returns or refunds, please contact:

support@elagili.co.uk