Returns and Refunds Policy
Our returns policy and your right to cancel are governed in the UK by the Consumer Contracts Regulations 2014.
Cancelling an Order
We're sorry that in most circumstances it may not always be possible to make changes to your order once you've placed it. However please contact our sales team on 01538 382530 and we'll do our best to help.
To add products to your order, please place a new order for these items.
To change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 01538 382530 between 9am and 5pm on weekdays. Please be ready to quote your order number and order date.
If your order has already been despatched or delivered, then you'll need to follow our Returns procedure in the event of any unwanted products, or return them to us.
Made to order and bespoke or customised items may not be cancelled once production has started.
DVDs may not be returned once you've broken the seal on the wrapping.
If you’re not satisfied with your purchase, you can return your order by post for a full refund or exchange within 14 days of receiving the item.
Upon returning your item to us please let us know if you want a replacement, store credit, or refund. We reserve the right in any case to issue a refund.
We will refund the full cost of your purchase plus original shipping, it is up to the buyer to pay the return shipping, however, we may also refund this at our discretion.
If you have paid with PayPal, then your refund will also have to be processed by them according to their refund policy any delays caused by PayPal is their responsibility and not ours.
Items must be returned in the original packaging and be in undamaged and unused condition with all the original accessories and documentation etc.
Made to order and bespoke or customised items, may not be returned unless faulty, in which case we will fully rectify the fault and return the item to you.
All refunds will be processed as promptly as possible.
We reserve the right to process your refund payment by any means, but will normally do so using the original payment method.
Refund of payments made by PayPal will always be processed through PayPal and may be held and subject to delays by them, and we cannot be held responsible for this.
Return of Large or Palleted Items
If your purchase is a large or palletised item then, please call our Customer Services Team on 01538 382530 and we’ll arrange for your return to be collected by a pallet courier.
Where to send your return
Elite Consumer Products Limited
Unit 3F, Churnet Business Park.