Refund policy

Ellis & Hart Return & Refund Policy

30-Day Returns

We want every Ellis & Hart order to bring a smile. If something isn't right, you can return it within 30 days of delivery. This policy explains which items we accept, what condition they must be in, how to send them back, what it costs and when you will receive your refund. It applies to orders delivered in the United Kingdom, Australia and Germany.

Return Policy Overview

Returns accepted: We accept returns of both defective and non-defective products. You can return an item that is faulty, damaged or incorrect, and you can also return an item because you changed your mind.
Product condition: We accept new products only. Items must be unused and complete, with all parts, accessories and instructions, returned in their original packaging together with your proof of purchase (your order number or confirmation email).
Exchanges: Yes, we accept exchanges for a different colour, version or product. See Exchanges below.
Territorial scope: This policy applies to orders delivered within the United Kingdom, Australia and Germany.

Return Window

You have 30 days from the day you received your order to request a return.

Return Method

By mail: Returns are sent back to us by post. Once your return has been approved, you post the item with a carrier of your choice to the return address we give you. We do not accept returns in person or at a drop-off point of our own.

Return Costs

Return label: The return label is the customer's responsibility. You arrange and pay for the postage of your return yourself, and we recommend a tracked service. Please keep your proof of postage until your refund has been issued.
For defective products: No cost to you. If an item arrives faulty, damaged or different from what you ordered, we reimburse the return postage you paid (please send us your postage receipt) and offer you a replacement or a full refund, whichever you prefer. The refund also includes your original delivery charge.
For change of mind (non-defective products): The cost of return postage is yours. Return postage costs are non-refundable.
Restocking fee: We do not charge any restocking fee.

Return Shipping Costs

Free for defective, damaged or incorrect items, as we reimburse the postage you paid; paid by you for change-of-mind returns.

Damaged Goods

If your order arrives damaged, faulty or different from what you ordered, email support@ellisandhart.com within 30 days of delivery with your order number and clear photos of the item and its packaging. We will offer you a replacement or a full refund, whichever you prefer, reimburse the return shipping costs you paid and refund your original delivery charge.

How to Return an Item

1. Contact us: Email support@ellisandhart.com with your order number and the reason for your return. If the item is faulty or damaged, please attach photos. We reply within 1 to 2 business days.
2. Receive your Return Authorisation: Once your return is approved, we email you a Return Authorisation with the return address. We work with fulfilment and logistics partners, so the return address may be a partner facility rather than our registered address. Please don't post anything back before you receive this email.
3. Pack your item: Repack the item securely in its original packaging, with all parts, accessories and documents.
4. Send it back by mail: Post the item within 7 days of receiving your Return Authorisation and keep your proof of postage.

Refund Process

When your return reaches us, we inspect it to confirm that it meets the conditions above.

Refund Method

Refunds always go back to the original payment method you used at checkout.

Refund Processing Time

Once your return passes inspection, we process your refund within 7 business days. Depending on your bank or card provider, it may take a few extra business days for the funds to appear in your account. We will email you when your refund has been issued.

Exchanges

Would you prefer a different colour, version or product? Email support@ellisandhart.com within 30 days of delivery and we will help you arrange an exchange. Exchanges follow the same rules as returns: the item must be new, unused, complete and in its original packaging, and it is sent back to us by mail. If the new item costs more or less, we will charge or refund the difference.

Cancellation Period

You can cancel your order for a full refund at any point until it is dispatched. We prepare orders within 1 to 4 business days, so the sooner you contact us, the easier it is to stop your order. Standard Delivery takes 7 to 16 business days in total. Full details are in our Shipping Policy.

Right of Withdrawal (Customers in Germany)

If you live in Germany, you also have a statutory right to withdraw from your contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods. To exercise your right of withdrawal, inform us (CAPITALION LTD, trading as Ellis & Hart, 167-169 Great Portland Street, London, W1W 5PF, United Kingdom, support@ellisandhart.com, +44 7456 789754) by a clear statement, for example a letter or an email. To meet the deadline, it is sufficient to send your notice before the withdrawal period expires. If you withdraw, we will refund all payments received from you, including the standard delivery costs, without undue delay and at the latest within 14 days of the day we receive your notice. We use the same means of payment you used for the original transaction. We may withhold the refund until we have received the goods back or you have supplied proof that you have sent them, whichever is earlier. You must send the goods back without undue delay and at the latest within 14 days of the day you notify us. You bear the direct cost of returning the goods. You only need to pay for any loss in value of the goods if this loss in value is due to handling that was not necessary to check their nature, characteristics and functioning. Our 30-day return window applies in addition to this statutory right.

Non-Returnable Items

For hygiene and safety reasons, items whose seal or protective packaging has been opened and that cannot be returned for health protection reasons (such as items meant to go in a baby's mouth) cannot be returned unless they are faulty. If you are unsure whether an item can be returned, please contact us before you buy.

Your Statutory Rights

This policy is in addition to your legal rights as a consumer. Nothing in it limits or removes the protections you have under the law of your country, including the Consumer Rights Act 2015 in the United Kingdom, the Australian Consumer Law in Australia, and German and EU consumer law in Germany, including your rights when goods are faulty, not as described or not fit for purpose.

Questions?

Visit our Frequently Asked Questions page or contact our customer service team.

Contact Information

Store Name: Ellis & Hart
Ellis & Hart is a trading name of CAPITALION LTD, registered in England and Wales, company no. 17075992
Registered Address: 167-169 Great Portland Street, London, W1W 5PF, United Kingdom
Email: support@ellisandhart.com
Phone: +44 7456 789754
Customer Service Hours: Monday to Friday, 9:00 AM to 5:00 PM (UK time)

We aim to reply to every message within 24 hours on working days.