Shipping and Returns

Your right to cancel

If you've bought from us online, you have the right to cancel your order within 14 days of receiving your goods, for any reason, without needing to explain why. This is known as the "cooling-off period" under the Consumer Contracts Regulations 2013. To cancel, simply let us know in writing (email is fine) within that 14-day window.

Returning your goods

Once you've told us you're cancelling, you then have a further 14 days to send the item back to us. You're welcome to inspect the item as you would in a shop, but please take reasonable care of it while it's in your possession — if it's returned damaged or used beyond reasonable inspection, we may deduct an amount from your refund to reflect this.

Return postage costs

You will be responsible for the cost of returning the item to us, unless the item is faulty, damaged or not as described.

If delivery has been attempted but cannot be completed and your order is subsequently returned to Elita Labs Ltd, the original delivery charge will not be refunded. If you would like us to resend your order, you will be required to pay a new delivery charge before it is dispatched.

Refunds

For eligible returns, we'll refund the price you paid, including the standard delivery charge where applicable, within 14 days of receiving the item back. Refunds will be made to your original payment method.

Where an order has been returned to us following an unsuccessful delivery attempt, we'll refund the cost of the goods minus the original delivery charge. Alternatively, you can ask us to resend the order, in which case a new delivery charge will apply.

Exceptions

The right to cancel doesn't apply to goods made to your specification or clearly personalised, for example the ELITA Bespoke service.

Faulty or misdescribed items

Separately from the above, if an item is faulty, not as described, or not fit for purpose, you're covered under the Consumer Rights Act 2015 — you may be entitled to a full refund within 30 days of purchase, or a repair/replacement after that. This applies regardless of the 14-day cooling-off period.

How to start a return

Use our online Returns Centre — enter your order number and email, choose the items and we'll email you the return instructions. You can track the whole process online.

Prefer to talk to us? Email info@elitaltd.co.uk with your order number.

Please DO NOT return items to our registered address: 100 Menzies Road, TN38 9BB. Returns sent here cannot be accepted. Please ensure you return items to the address provided on the returns slip.