Returns and Cancellations
In the unfortunate circumstance that you are not happy with your order or that you have changed your mind with your purchase; we will refund your item*
Please note refunds can take up to 10 days to be processed.
If there is any fault with your item please notify us within 24 hours of receiving your order.
All returns should be returned within 14 days of receiving your order.
Unfortunately we do not refund delivery charges on any orders. Unless you have contracted as a consumer in the EEA and you have cancelled your Contract under clause 5 of the Terms and Conditions, in which case we will refund delivery charges you have paid for delivery of the products to you, although the maximum refund for delivery will be the least expensive delivery method we offer to your delivery destination.
- All sales are final.
- Once an order is placed we do NOT cancel orders.
Unless you are a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us via email@example.com to notify us of your cancellation.
Refund of Shipping Charges
Unfortunately we do not refund delivery charges on orders. Unless you have contracted as a consumer in the EEA and you have cancelled your Contract under clause 5 of the Terms and Conditions, in which case we will refund delivery charges you have paid for delivery of the products to you, although the maximum refund for delivery will be the least expensive delivery method we offer to your delivery destination.
If an order is returned to us via Royal mail or international delivery partners, customers are liable to pay redelivery charges. In the event that ELXNAY is unable to successfully make contact with the customer a refund will be issued excluding delivery fees unless you are contracted under the EEA as detailed above.
How To Return An Item
When returning items to us please ensure the item you wish to return is:
- Unused and in the same condition that you received it in.
- In its original packaging provided by ELXNAY
- Re-pack the item in sealed bag with all packaging still attached.
- Please attach your returns label and address it to us. (contact us for return details)
- Return the package by using the Post Office counters and obtain proof of postage from the Post Office. You will be responsible for paying for your own shipping costs for returning your item. When returning an order; we recommend using a tracked shipping service. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.
- Keep your certificate of postage safe as you will need this as your proof of return.
- Once your return is received and inspected, a full refund of the item/s (excluding any delivery charges) will be processed and a credit will be automatically applied to the original payment method. It will take up to 10 working days to refund your account, you will receive an email stating your account has been credited.
All parcels returned to us due to the customer entering an invalid/incomplete address, is the responsibility of the customer and the customer will incur the charge of a redelivery.
International customers can return parcels via the mailing service for their country.
Shipping costs are the responsibility of the customer.
It’s a good idea to mark your parcel as ‘returned goods’ to avoid duty charges.
PLEASE NOTE: we do not refund international customs taxes and sales charges.
The parcel remains your responsibility until it arrives with us - We strongly recommend using a tracked service for return as we cannot refund/exchange items that do not reach us safely.