Not quite right? You have 14 days from delivery to return it.
At a glance
- Return window: 14 days from the day you receive your order
- Condition: Unused, in original condition, with tags and packaging
- Return postage: Paid by you for change-of-mind returns; paid by us for faulty, damaged or incorrect items
- Refund method: Your original payment method
- Refund time: Normally within 7 business days of us receiving your return (and never more than 14 days)
- Exchanges: Available, subject to stock
Your 14-day right to return
Under the Consumer Contracts Regulations, you can change your mind and cancel your purchase within 14 days of the day you receive your order, without giving a reason. To do this, simply tell us within that 14-day period by emailing support@eluxaro.com or calling us. You then have a further 14 days to send the item back to us.
Condition of returns
Please return items unused and in the same condition you received them, with all tags attached and in the original packaging and dust bag where possible. You’re welcome to handle and inspect your bag as you would in a shop. If an item shows signs of use beyond that, we may reduce your refund to reflect the loss in value, as the law allows.
How to return an item
- Email support@eluxaro.com with your order number, the item you’re returning and the reason (optional for change-of-mind returns).
- We’ll reply within one business day with your return address and instructions.
- Pack the item securely in its original packaging and send it using a tracked service. Keep your proof of postage.
Please don’t send items back without contacting us first. Returns sent to the wrong address can be delayed or lost.
Return postage
For change-of-mind returns, you pay the cost of sending the item back. We recommend a tracked service, as we can’t be responsible for returns lost on their way to us.
If your item is faulty, damaged, incorrect or not as described, we’ll cover the return cost and send you a prepaid label or reimburse your postage.
Refunds
Once your return arrives, we’ll check it and email you to confirm. We normally process refunds within 7 business days of receiving your return, and always within 14 days. The refund goes back to your original payment method and includes the original standard delivery charge (standard delivery is currently free). Your bank may take 3–5 business days to show the funds.
Faulty, damaged or incorrect items
If something arrives damaged, faulty or isn’t what you ordered, please contact us as soon as you can — ideally within 48 hours of delivery — with your order number and clear photos of the item and packaging. We’ll offer a replacement, repair or full refund in line with your rights.
Your rights under the Consumer Rights Act 2015 apply on top of this policy. You have 30 days to reject faulty goods for a full refund, and after that you may be entitled to a repair, replacement or refund depending on the fault.
Exchanges
Want a different colour or style? Tell us when you request your return. If the item you want is in stock, we’ll send it out as soon as your return arrives. If it isn’t, we’ll refund you instead.
Items we may not accept for a standard return
We may not accept a change-of-mind return, or may reduce the refund, if the item:
- Has clearly been used or worn
- Is damaged after delivery, altered, or marked
- Is missing tags, accessories or packaging needed to resell it
This never affects your statutory rights for items that are faulty, damaged or not as described.
Late or missing refunds
If we’ve confirmed your refund but you haven’t received it, please check your bank account again, then contact your bank or card provider — refunds can take a few days to appear. If you still need help, contact us with your order number.
All times in our policies are UK time — GMT in winter and BST (British Summer Time) when daylight saving applies. Business days are Monday to Friday, excluding UK bank holidays.
Need help?
Our customer care team is here Monday to Friday, 9am–6pm (UK time). Email support@eluxaro.com or call +44 7760 600604 and include your order number if you have one. We aim to reply within one business day.
Business information
Trading name: Eluxaro
Address: 130 Wellington Road, Wallasey, CH45 2NF, United Kingdom
Email: support@eluxaro.com
Phone: +44 7760 600604