Refund policy
At Elori Lane, we want you to feel comfortable ordering from us.
This policy applies to orders shipped to the United Kingdom and the United States.
Every purchase is covered by our 30-Day Customer Care Guarantee.
If you experience an issue with your order, contact our support team within 30 days of delivery. We’ll review the situation and help find an appropriate solution.
Depending on the circumstances, this may include:
- A replacement
- Store credit
- A partial refund
- A full refund
In some cases, a return may not be necessary. We may ask for photos or other details so we can assess the issue and resolve it as efficiently as possible.
Our 30-Day Customer Care Guarantee is provided in addition to your statutory consumer rights.
1. Change of Mind Returns
If you have changed your mind about your purchase, you may request a return within 14 days of receiving your order, unless a different period is required by applicable law.
For a full refund following a change of mind, the item should generally be:
- Unused
- Clean
- In its original condition
- In its original packaging where possible
- Not washed, damaged, or altered
- Not used for food storage
- Suitable for resale
You may inspect the product as you reasonably would in a physical shop.
If the product has been used, washed, placed in contact with food, damaged, or otherwise handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality, we may make an appropriate deduction from any refund to reflect a reduction in value, where permitted by applicable law.
Certain products may be excluded from the right to cancel where a specific health or hygiene exception applies under applicable law.
This does not affect your rights if the item is faulty, damaged, incorrect, or not as described.
To start a return request, please contact us through our Contact Us page with your order number and a brief explanation of the request.
Please contact us before sending any item back so we can provide the appropriate return instructions and the correct return address.
Our business correspondence address is not a returns address. Please contact us through our Contact Us page for return instructions and the correct return address before sending any products back.
2. Return Shipping Costs
For eligible change of mind returns, the customer is generally responsible for the cost of returning the item, unless otherwise required by applicable law.
We recommend using a tracked shipping service, as we cannot be responsible for return parcels that are lost before reaching the designated return address.
If you paid for standard delivery when placing your order and you exercise a statutory right to cancel, the standard delivery cost will be refunded where required by applicable law.
If you selected a more expensive delivery option, any refund of the original delivery charge may be limited to the cost of the standard delivery option.
Where an item is faulty, damaged, incorrect, or not as described, return costs will be handled in accordance with your statutory consumer rights.
3. Damaged, Faulty, or Incorrect Orders
Please inspect your order upon arrival.
If your item arrives damaged, faulty, incorrect, or incomplete, we encourage you to contact us within 7 days of delivery so we can investigate the issue as quickly as possible.
Please include, where relevant:
- Your order number
- A clear photo or video of the issue
- A photo of the packaging
- A brief explanation of the problem
If the issue is confirmed, we will offer an appropriate solution in accordance with the circumstances and your consumer rights. This may include a replacement, refund, repair, or other suitable remedy.
In some cases, we may not require the item to be returned, especially where the issue can be clearly confirmed using photos or videos.
The 7-day contact period above is intended to help us resolve issues quickly and does not limit or replace your statutory rights.
4. Lost or Delayed Parcels
If your parcel appears to be lost, or your tracking information has not updated for an extended period, please contact us so we can investigate the shipment with our delivery partner.
Where a parcel is confirmed as lost, we will provide an appropriate resolution, which may include a replacement or refund.
Please note that delivery timeframes displayed on our website are estimates. Occasional delays may occur due to shipping carriers, customs processing, incorrect or incomplete shipping details, or events outside our reasonable control.
Nothing in this section affects your statutory consumer rights.
5. Order Cancellations
If you would like to cancel your order, please contact us as soon as possible.
If the order has not yet been processed or dispatched, we will do our best to cancel it before shipment.
If the order has already been processed or dispatched, it may no longer be possible to stop the shipment.
However, this does not affect any statutory right you may have to cancel or return the order after delivery.
6. United Kingdom 14-Day Cooling-Off Period
If you are a consumer in the United Kingdom purchasing online, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise this right, please contact us through our Contact Us page and include your order number.
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
Please contact us before returning the item so we can provide the appropriate return instructions and the correct return address.
You may inspect the product as you reasonably would in a physical shop. However, where permitted by law, we may make an appropriate deduction from the refund if the value of the product has been reduced because it has been handled beyond what is reasonably necessary to establish its nature, characteristics, and functionality.
Certain sealed products may also be excluded from the right to cancel once unsealed where health or hygiene protections legally apply.
Nothing in this policy affects your statutory consumer rights.
7. United States Customers
For customers in the United States, change of mind returns are handled under this policy and any applicable consumer protection laws.
Unless required by applicable law, change of mind returns must meet the eligibility conditions described in this policy, including that the item is unused, clean, in suitable return condition, and has not been used for food storage.
This does not affect any rights you may have if an item is faulty, damaged, incorrect, not as described, or if another legal remedy applies.
8. Refunds
Once we receive an eligible returned item, or where a return is not required and a refund has otherwise been approved, we will process the refund to your original payment method.
For statutory cancellations in the United Kingdom, refunds will be processed within the timeframe required by applicable consumer law.
Once a refund has been issued by us, please allow up to 10 business days for your bank or payment provider to display the funds in your account.
If more than 10 business days have passed since we confirmed that your refund was issued and you have not received it, please contact your bank or payment provider first.
You can also contact us through our Contact Us page and we will do our best to assist.
9. Non-Returnable Items
Subject to applicable consumer law, certain items may not be eligible for a change of mind return where a specific legal exception applies.
This may include:
- Gift cards, if applicable
- Certain sealed goods that are not suitable for return due to health protection or hygiene reasons once the seal has been broken
- Items that are otherwise excluded from cancellation rights under applicable law
Where a product has been used, washed, placed in contact with food, damaged, or handled beyond what is reasonably necessary to inspect it, we may make an appropriate deduction from the refund to reflect any reduction in value, where permitted by law.
These provisions do not affect your rights where an item is faulty, damaged on arrival, incorrect, not as described, or where applicable law provides you with a right to a refund, repair, replacement, or other remedy.
10. How to Start a Request
To start a return, refund, replacement, cancellation, or order issue request, please contact us through our Contact Us page.
Please include:
- Your full name
- Your order number
- The email address used at checkout
- A brief explanation of the issue
- Photos or videos, where relevant
Our support team aims to reply within 24 hours.
11. Questions
If you have any questions about returns, refunds, replacements, cancellations, or your order, our support team is here to help.
Please contact us through our Contact Us page.
Thank you for shopping with Elori Lane.
12. Model Cancellation Form
If you wish to cancel your order under your statutory cancellation rights, you may use the form below. Use of this form is optional.
To: Elori Lane
Email: elorilane1@gmail.com
Business Address:
Elori Lane
61 Bridge Street
Kington
HR5 3DJ
United Kingdom
Please note: This address is for business correspondence and cancellation notices only. It is not a returns address.
Please contact us through our Contact Us page for return instructions and the correct return address before sending any products back.
I hereby give notice that I cancel my contract of sale for the following goods:
Order number: ___________________________
Product(s): ___________________________
Ordered on: ___________________________
Received on: ___________________________
Customer name: ___________________________
Customer address: ___________________________
Signature, only if this form is submitted on paper: ___________________________
Date: ___________________________