Refund policy
Returns and Refunds
We want you to be happy with what you buy from ESLEMS. This page explains your legal rights, the extra returns window we offer on top of them, and exactly how to send something back.
In short: you have 30 days from delivery to change your mind and return anything for a full refund. We pay the return postage. Nothing on this page limits the rights UK law gives you.
Your legal right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel your order for any reason, without giving a reason, within 14 days of receiving your goods. If your order arrives in more than one delivery, the 14 days run from the day you receive the last item.
Once you have told us you are cancelling, you have a further 14 days to send the goods back to us.
You are entitled to a refund of what you paid for the goods plus the basic outbound delivery cost. If you chose a premium or express delivery option, we refund the standard delivery rate. We currently offer free UK delivery, so in most cases the refund is the full amount you paid.
Our 30-day returns window
On top of your legal rights, we accept change-of-mind returns for 30 days from delivery. This is our own policy and it is more generous than the law requires. Your statutory 14-day cancellation right always stands regardless, and it applies to sale and discounted items in exactly the same way as full-price items.
Condition of returned goods
You are welcome to open a product and inspect it as you would in a shop, to check what it is and that it works. Doing so does not affect your right to return it.
If goods are handled more than that and their value is reduced as a result, we may deduct a reasonable amount from your refund. In practice this means: unpack it, look at it, try it. Do not put a storage bag into service in a loft for a month and then send it back.
How to start a return
Email eslemsgroup@gmail.com with your order number and which items you are returning. We will reply with a prepaid return label and the UK return address.
Please contact us before sending anything back. Parcels sent to us without a return arranged first may not reach the right place and we cannot guarantee they will be processed.
You may also use the cancellation form at the bottom of this page, but you do not have to — an email is enough.
Return postage
We pay return postage. This applies to change-of-mind returns and to faulty, damaged or incorrect items alike. Returns are sent to a UK address, so nothing needs to travel abroad and you will not be asked to pay customs or duty on a return.
Refunds
We refund within 14 days of receiving your goods back, or within 14 days of you giving us proof that you have posted them, whichever happens first. In practice we usually process refunds sooner.
Refunds go back to the original payment method. Your bank or card issuer may take a few additional days to show the money in your account.
Faulty, damaged or wrong items
This is separate from changing your mind, and your rights are stronger.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something arrives faulty, damaged or not what you ordered, you have a 30-day right to reject it for a full refund with no deduction. We pay the return postage and there is no charge to you.
After 30 days, and for six months from delivery, you are entitled to a repair or replacement. If that is not possible or does not resolve the problem, you can claim a refund.
Please email eslemsgroup@gmail.com as soon as you spot a problem, with a photograph if the item is damaged. It helps us fix it quickly and tells us whether something went wrong in transit.
Exceptions
The statutory right to cancel does not apply to a small number of items:
- Goods made to your specification or personalised for you
- Sealed goods that are not suitable for return for health protection or hygiene reasons, once the seal has been broken
- Goods that are liable to deteriorate or expire rapidly
- Sealed audio, video or software, once unsealed
Nothing else in our range is excluded. Sale items, discounted items and multipacks are all returnable on the same terms as everything else. Faulty goods can always be returned, whatever they are.
Exchanges
The quickest way to exchange something is to return it for a refund and place a new order, so you are not waiting on our stock to move before yours ships. If you would rather we handle it as a direct exchange, email us and we will sort it.
Model cancellation form
You do not have to use this form, but you may find it convenient. Copy it into an email to eslemsgroup@gmail.com.
To ESLEMS, eslemsgroup@gmail.com
I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on / received on:
Order number:
Name:
Address:
Date:
Contact
Any question about a return, a refund or your order: eslemsgroup@gmail.com. We answer every email.
This policy does not affect your statutory rights.