Refund Policy

At Ellgravia London, we are committed to being transparent and fair with our customers. This Refund Policy sets out clearly when refunds are available and how they are processed, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1. Refund Summary

For clarity, here is a summary of when refunds apply:

• Cancelled within 24 hours of ordering and before dispatch — full refund
• Faulty, damaged, or incorrect item reported within 30 days — full refund or replacement, no return required
• Change of mind within 14 days of receipt — refund available subject to item being returned to our warehouse in China at the customer's own cost
• Change of mind after 14 days — no refund obligation

2. 24-Hour Cancellation Refund

If you change your mind after placing an order, contact us within 24 hours at info@ellgravia-london.com with your order number. Provided your order has not yet been dispatched, we will cancel it and issue a full refund immediately.

Once an order has been dispatched, it cannot be cancelled and the refund process below applies instead.

3. Statutory 14-Day Cancellation Refund

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods and receive a refund. To exercise this right:

• Contact us at info@ellgravia-london.com within 14 days of receipt.
• We will provide a return authorisation and return address.
• You must return the item at your own cost within 14 days of notifying us.
• Return shipping to our warehouse in China is the customer's sole responsibility and is non-refundable.
• Once the item is received and inspected, we will issue a refund of the item price and standard outbound delivery cost within 14 days.

We are not responsible for items lost or damaged in return transit. We recommend using a tracked and insured service.

4. Faulty, Damaged, or Incorrect Item Refunds

Under the Consumer Rights Act 2015, if your item arrives faulty, damaged, or not as described, you are entitled to a full refund or replacement. We make this process as straightforward as possible:

• Contact us at info@ellgravia-london.com within 30 days of receiving your order.
• Include your order number, a clear description of the issue, and photographs of the item and packaging.
• We will offer a full refund to your original payment method, or a replacement at no additional cost.
• No return of the item is required — we will resolve this without any inconvenience to you.

For faulty or incorrect items, we cover all costs. You will never be asked to return an item at your own expense in these circumstances.

5. When Refunds Are Not Available

Refunds will not be issued in the following circumstances:

• Change-of-mind requests made after 14 days of receipt
• Items that have been worn, washed, damaged, or altered after receipt
• Items returned without prior authorisation from us
• Return shipping costs paid by the customer
• Orders where an incorrect delivery address was provided by the customer

Nothing in this section affects your statutory rights under UK consumer law.

6. Failed Deliveries

If a parcel is returned to our warehouse due to an incorrect address provided by the customer, failure to collect, or refusal of delivery, a handling and return logistics fee will be deducted from any refund issued. This covers the cost of the international return shipment back to our warehouse in China.

The deduction is calculated based on the original order value as follows:

• Orders up to £50 — £10.00 deduction
• Orders between £51 and £100 — £20.00 deduction
• Orders over £100 — £25.00 deduction

Please ensure your delivery address is accurate at checkout and that someone is available to receive the parcel. This charge does not apply where the failed delivery is caused by an error on our part.

7. Refund Processing Times

• Faulty or incorrect items (no return required): 3–5 business days from claim approval
• Statutory cancellation returns: within 14 days of receiving the returned item
• 24-hour cancellations: within 3–5 business days

All refunds are issued to the original payment method. Your bank or payment provider may take additional time to credit your account.

8. Company Information & Governing Law

Ellgravia London is a trading name of 365 Digital Enterprises Limited, a company incorporated in Hong Kong.

Business Registration Number: 79628378

Registered Address: Golden Bear Centre, 66 Chai Wan Kok Street, Tsuen Wan, Hong Kong

This policy is governed by the laws of the Hong Kong Special Administrative Region. However, if you are a consumer residing in the United Kingdom, nothing in this policy affects or limits your statutory rights under UK consumer law.

9. Contact Us

For all refund requests or queries, please contact us:

Email: info@ellgravia-london.com

We aim to respond to all enquiries within 24–48 business hours.