Refund policy

We want you to be completely satisfied with your purchase.

If for any reason you are not happy with your order, you may return it within 30 days from the date of delivery for a refund or exchange, provided it meets the conditions below.

This return policy applies to orders delivered to the United Kingdom. Nothing in this policy affects your statutory rights under applicable UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

A. Return Eligibility

To qualify for a return, please ensure that:

• The item is unused, unworn, and in its original packaging.
• All original tags and accessories are included.
• Proof of purchase (order number or receipt) is provided.

Items that have been used, washed, or damaged by the customer are not eligible for return.

B. How to Start a Return

To initiate a return, please contact our support team at support@elisessentials.com with your order number and the reason for return.

Once your request is approved, you will receive:

• Return instructions, and
• The correct return address for your order.

Returns sent without prior authorisation will not be accepted.

C. Return Address

All returns are processed through our international fulfilment partner:

Return Centre: No. 160 Nijiayan Road, Jiangbei District, Ningbo, Zhejiang 315000, China

This is our international fulfilment partner's address for processing returns.

Please contact our customer support team before returning any items. They will provide you with the correct return instructions. The return shipping costs are the responsibility of the customer.

We provide this address transparently to comply with international consumer standards.

D. Return Costs

If an item arrives damaged, defective, or incorrect, we will send you a replacement free of charge. In this case, all shipping and handling costs are covered by us, and you may keep the original item.

For all other return reasons (change of mind, size, colour, or any voluntary return), the return shipping costs are the responsibility of the customer. We do not provide prepaid return labels.

For any return that does not qualify for the two situations described above, the customer is responsible for all return shipping costs.

We do not charge any restocking fees. Only the return shipping costs, where applicable, are the responsibility of the customer.

E. Refunds

Once your return is received and inspected, you will be notified by email.

If approved, your refund will be processed to your original payment method within 7 business days.

Please note that under the Consumer Contracts Regulations 2013, UK customers have the right to cancel their order within 14 days of receiving their goods (cooling-off period), without providing a reason. If you wish to cancel under this right, please contact us at support@elisessentials.com within 14 days of delivery.

F. Exchanges

If you would like to exchange an item for a different size, colour, or style, you may keep the original product. We will send the replacement item, and you will only be charged for the applicable taxes and shipping costs. All other product costs for the exchange are covered by us.

G. Damaged or Wrong Items

If you receive a defective, damaged, or incorrect item, please contact us within 48 hours of delivery or as soon as reasonably possible at support@elisessentials.com with photos of the issue.

We will offer a replacement and in some cases a full refund as quickly as possible.

H. Customer Support

Email: support@elisessentials.com
Phone: +44 20 80891092
Customer Service Hours: Monday to Friday: 09:00 – 18:00 (GMT).
Customer service will respond within 24 hours on business days.

Our customer service team provides support via email and phone for all orders delivered to the United Kingdom.

I. Company Information

• Website Name: Elis Essentials
• Operated By: LOOMISS LTD
• Registered Address (Administrative Only): 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
• Company Registration Number: 17176290
• D-U-N-S Number: 234775050

All fulfilment and return processing are handled through our international logistics facility in Zhejiang, China.

The company complies with applicable consumer protection and distance-selling regulations in the United Kingdom, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For information about delivery times and shipping methods, please see our Shipping Policy.