Refund policy

Last Updated: September 21, 2026

At Elara London, we want you to be completely satisfied with your purchase. If something is not right, we are here to help. This policy explains your cancellation and return rights as a UK consumer, how to start a return, and how refunds are processed. This policy applies to all orders delivered within the United Kingdom. Nothing in this policy limits your statutory rights under UK law.

1. Your Legal Right to Cancel (14 Days)

As a UK consumer, you have the legal right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days after the day you (or someone you nominate) receive your goods, without giving any reason.

To exercise this right, notify us of your decision to cancel by a clear statement, for example by email to info@elara-london.co.uk, before the 14-day period expires. You then have a further 14 days to return the goods to us.

If you cancel under this statutory right, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after the day we receive the goods back or you provide evidence of having sent them back, whichever is earlier.

2. Our Extended 30-Day Return Window

On top of your legal rights, we offer an extended return window: you may return eligible items up to 30 days after delivery. This extended window is a voluntary service from Elara London and does not limit or replace your statutory rights.

3. Conditions for a Valid Return

To be eligible for a return under our extended 30-day window, the item must be:

  • Unused and in its original condition
  • Complete, with all original parts, accessories, and attachments included and intact
  • Returned with its original tags and labels, where applicable
  • Returned in the original packaging
  • Accompanied by proof of purchase (order number or receipt)

You may unpack and inspect the item as you would in a shop. Items showing signs of use, stains, or damage caused after delivery may be subject to a deduction for diminished value, or may not be accepted for a full refund, unless the item arrived faulty. This never affects your statutory rights for faulty products (see section 9).

4. Order Cancellations Before Dispatch

You may cancel your order within 24 hours of placing it by contacting us at info@elara-london.co.uk. Please include your order number in your message.

After this period, we cannot guarantee cancellation as your order may already be in processing. Once your order has been dispatched, pre-dispatch cancellation is no longer possible. You can then still use your statutory 14-day right to cancel described in section 1, or our extended 30-day return window, after delivery.

5. How to Request a Return

Please do not send items back without contacting us first.

  1. Email us at info@elara-london.co.uk with your order number and the reason for the return.
  2. Our team will review your request and respond within 1 business day.
  3. If approved, we will confirm our UK warehouse return address and provide clear return instructions.
  4. Pack the item securely in its original packaging and ship it using a tracked service. Keep your proof of postage until your refund is complete.

Please do not send returns to our business address in the United States. Returns sent to the wrong address cannot be processed.

6. Return Shipping Costs

Return Reason Cost
Change of mind / unwanted item Customer's responsibility
Defective, damaged, or wrong item Free – covered by Elara London

We recommend using a tracked postal service for your own protection. We do not charge any restocking fees.

7. Refunds

Once we receive and inspect your return, we will notify you by email.

  • Approved refunds are processed within 7 days after inspection, and in any event within the statutory maximum of 14 days after we receive the goods back.
  • Refunds are issued to your original payment method in British Pounds Sterling (£).
  • If you cancelled under your statutory 14-day right, your refund includes the standard delivery costs of the original shipment.
  • Additional processing time may apply depending on your bank or payment provider.

If more than 14 days have passed since we confirmed your refund and you have not received it, check with your bank or card provider first, then contact us at info@elara-london.co.uk.

8. Exchanges

We accept exchanges within 30 days of delivery for a different model or colour, subject to availability. To request an exchange, email us at info@elara-london.co.uk with your order number and the item you would like instead. The same return conditions in section 3 apply. If the desired item is unavailable, we will offer an alternative or a full refund.

9. Defective, Damaged, or Wrong Items

Under the Consumer Rights Act 2015, our products must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the following rights:

  • Within 30 days of delivery: you can reject the item and receive a full refund.
  • After 30 days and within 6 months of delivery: you are entitled to a repair or replacement. If a repair or replacement is not possible, or the fault is not fixed, you are entitled to a refund.
  • After 6 months: you still have rights for goods that were faulty at the time of delivery, and you may be asked to show that the fault was present at that time. Any refund may be reduced to take account of the use you have had from the item.

If your order arrives damaged, faulty, or incorrect, please contact us at info@elara-london.co.uk as soon as possible and include:

  • Your order number
  • Clear photos of the item and its packaging

We will arrange a free return and offer a repair, replacement, or refund in line with your rights above, including any return shipping costs. This does not cover damage resulting from normal wear and tear, misuse, or improper care after delivery.

10. Non-Returnable Items

We are unable to accept returns under our voluntary 30-day window for:

  • Items returned after the 30-day return window
  • Items that have been used or damaged after delivery
  • Items missing original tags, packaging, or accessories

These limitations apply to our extended voluntary window only and never affect your statutory rights, including your 14-day right to cancel and your rights in respect of faulty goods.

11. Changes to This Policy

We reserve the right to update this Return & Refund Policy at any time. Any changes will be reflected on this page with a revised Last Updated date. The version in effect at the time of your order applies to that order. We encourage you to review this policy periodically.

Contact Us

If you have any questions, please contact us at:

Store Name: Elara London
Operated by: SG MEDIA AGENCY LLC
Address: 2 N Central Ave, Suite 1800, Phoenix, Arizona 85004, United States
Email: info@elara-london.co.uk
Phone: +44 20 8073 1743

Customer Service Hours:
Monday-Friday: 09:00-17:00 UK time
Saturday & Sunday: 10:00-16:00 UK time
Response Time: 30 minutes - 24 hours