Refund policy
At ELMORROSSI, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, we are here to help.
Returns
We offer a 30-day return policy, which means you may request a return within 30 days of receiving your order.
For customers in the United Kingdom, this 30-day policy is provided in addition to your statutory rights under UK consumer law.
Under UK distance-selling rules, you generally have the right to cancel your order within 14 days of receiving your goods, without having to provide a reason. After notifying us of your decision to cancel, you generally have a further 14 days to return the goods.
To be eligible for a return, the item should be in the condition in which you received it, including:
- unworn and unused;
- with the original tags attached, where applicable;
- in its original packaging, where reasonably possible; and
- free from stains, damage, or excessive signs of use.
You may handle and try on clothing to the extent reasonably necessary to determine its nature, characteristics and fit, as you would in a physical shop.
You will need to provide your order number or other proof of purchase.
How to start a return
To request a return, please contact us at:
Please include your order number and the item(s) you wish to return.
We will provide you with the relevant return instructions, including the return address where applicable.
Please do not send items to a return address without contacting us first.
Items returned without first contacting us may experience delays in processing.
Return shipping costs
For a return due to a change of mind, the customer is generally responsible for the direct cost of returning the item, unless otherwise stated by ELMORROSSI or where applicable law requires us to cover the cost.
If an item is faulty, damaged, incorrect, or not as described, please contact us before returning it. We will provide an appropriate remedy in accordance with applicable UK consumer law.
Damaged, defective or incorrect items
Please inspect your order when you receive it and contact us as soon as reasonably possible if:
- your item arrives damaged;
- the item is defective;
- you receive the wrong item; or
- the item does not match its description.
Please contact:
with your order number and, where appropriate, photographs showing the issue.
We will assess the issue and work with you to provide an appropriate solution.
Your statutory consumer rights are not affected by this policy. Under UK law, goods must generally be of satisfactory quality, as described and fit for purpose.
Non-returnable items
Certain goods may be excluded from the statutory cancellation right where permitted by law.
For example, this may include goods that are sealed for health or hygiene reasons where the seal has been broken.
Where an item is subject to a specific return restriction, this will be stated clearly on the relevant product page.
This policy does not affect your statutory rights.
Sale items
Sale items are eligible for returns in accordance with this policy and applicable UK consumer law.
We do not exclude statutory consumer rights simply because an item was purchased at a discounted price. Customers generally have the same legal rights when purchasing sale items as when purchasing full-price items.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, colour or item, the quickest option is generally to return the original item and place a new order once your return has been accepted.
This does not affect your statutory rights.
European Union customers
If you are located in the European Union, additional consumer protection rules may apply depending on your location and the circumstances of your purchase.
Where applicable, EU consumers may have a statutory 14-day right of withdrawal for online purchases, subject to legal exceptions.
Refunds
Once your return has been received, we will process it as soon as reasonably possible.
Where a statutory cancellation applies, we will issue the refund without undue delay and generally within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever is earlier, where applicable.
Refunds will normally be made to the original payment method used to place the order.
Where a customer exercises a statutory cancellation right, we will also refund the cost of the least expensive standard delivery option offered at the time of purchase, where required by law. Any additional amount paid for an upgraded delivery service may not be refundable.
Please note that payment providers and banks may require additional processing time before the refunded amount appears in your account.
If you believe you are due a refund and have not received it after the applicable processing period, please contact us at:
Your statutory rights
Nothing in this Returns & Refund Policy is intended to limit, exclude or replace any rights you may have under applicable consumer protection law.
If an item is faulty, not as described, or otherwise does not meet the requirements of applicable law, you may have additional rights and remedies.
Contact us
If you have any questions about returns or refunds, please contact us:
ELMORROSSI
Email: support@elmorrossi.com