Last updated: [Last updated date]

Return & Refund Policy of Elly’s Store

Thank you for shopping at Elly’s Store. We are committed to providing you with high quality products and strive to ensure your satisfaction.
However, if you are not entirely satisfied with your purchase, you may be eligible for a return or refund under the terms below.

1. Interpretation & Definitions

Interpretation

Capitalised words used in this policy have the meanings given in this section. Singular and plural forms are treated the same.

Definitions

• “Company” (referred to as “We”, “Us”, “Our”) refers to Elly’s Store, [registered address], [Company number].
• “Customer”, “You” means the individual or legal entity purchasing goods from Us.
• “Goods” means the products purchased via Our Service.
• “Order Date” means the date Your order was placed and accepted.
• “Delivery Date” means the date the Goods were delivered to You.
• “Statutory Rights” refers to rights You have under the UK Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Your Statutory Rights (UK)

Under UK law, when you buy goods online you have certain rights including:

• The right to cancel within 14 days of receiving the goods (cooling-off period) even if they are not faulty.
• The right to return goods if they are faulty, not as described or unfit for purpose.
• The right to a full refund—including any delivery charges you paid—if the goods are returned under the legal requirements.

This policy does not affect your statutory rights.

3. Returns & Refunds – Our Policy

3.1 Eligible Goods

You may return goods if the following conditions are met:

• You notify Us within [30] days from the Delivery Date via support@ellyshouse.com or using Our returns portal.
• The Goods are unused, in their original packaging, with any labels attached and are in a resaleable condition.
• You include the original Order Number and invoice (if any) with the return.

3.2 Non-Returnable Goods

The following Goods are not eligible for returns unless faulty:

• Bespoke, personalised or made-to-order items.
• Clearance, sale or discounted goods (unless faulty).
• Goods that have been worn, washed, damaged or missing tags.
• Gift cards, software downloads, or hygiene products if opened.

3.3 How to Return

To return goods, please follow these steps:

1. Email Us at support@ellyshouse.com within the eligible period to request a Return Authorisation (“RA”) number.
2. Pack the Goods securely in the original packaging (or equivalent). Include the RA number and your contact details inside the parcel.
3. Ship the Goods back to:
   Elly’s Store Returns Department
   [Returns Address Line 1]
   [City], [Postcode]
   United Kingdom
4. We recommend using a tracked delivery service for your return as we cannot be responsible for lost parcels.

3.4 Return Shipping Costs & Duties

Unless stated otherwise below, return postage will be borne by the Customer. If the Goods are faulty or incorrect, We will arrange and pay for return shipping.

3.5 Refunds

Once We receive and inspect your return, we will notify you of the refund decision via email. If approved:

• We will refund the full purchase price (excluding economy shipping costs) to your original payment method within 5-10 business days.
• If you paid for upgraded or expedited shipping, we may deduct that cost from your refund.
• Where permitted by law, You may request store credit or exchange instead of a cash refund.

3.6 Exchanges

You may request an exchange for a different size or colour if the same item is available. Exchanges are subject to stock availability and may take additional shipping time. We recommend returning the original first and placing a new order.

3.7 Faulty Goods

If the Goods are faulty, not as described or unfit for purpose, please contact Us immediately. We will arrange a full refund, replacement or repair in accordance with Your legal rights.

4. Right of Withdrawal (for distance sales)

If you purchase as a consumer and are buying remotely, you have the right to withdraw from the contract within 14 days of receiving the Goods. You must notify Us in writing and return the Goods within a further 14 days after notification. We will refund all monies paid including standard delivery costs.

5. Governing Law & Jurisdiction

This policy and any dispute arising out of or in connection with it are subject to the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction.

6. Changes to This Policy

We may update this Policy from time to time. We will post any changes on this page and the “Last updated” date at the top will reflect the change.

7. Contact Us

If you have any questions about this policy or your rights, please contact:

• Email: support@ellyshouse.com
• Postal Address: [Company registered address]