Return & Refund Policy

Last Updated: May 2026

This policy is designed to ensure full compliance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, providing you with a transparent and fair shopping experience.

1. The 14-Day Right to Cancel

In accordance with UK "distance selling" secondary legislation, you have the right to change your mind.

  • Request Period: You have 14 days from the date of delivery to notify us of your intent to return an item.

  • Return Window: Once your return is authorized, you have an additional 14 days (extending to 30 days as per our store guarantee) to physically return the item to our facility.

2. Eligibility & Condition

To qualify for a full refund, items must be returned in "as-new" condition. This means:

  • Product condition: New only.
  • Unworn & Unused: Items must have all original tags and security seals intact.

  • Original Packaging: Must be returned in the original, undamaged manufacturer packaging.
  • Returns: Accept returns for both defective and non-defective products.

  • Proof of Purchase: A valid receipt or order confirmation must be included.

Note: Items showing signs of assembly (e.g., furniture), usage (e.g., gym equipment), or pet hair/odors (e.g., pet accessories) will not be eligible for a full refund and may be subject to a diminished value deduction.

3. How to Initiate a Return

To start the process, please contact our support team at support@elitesstore.co.uk.

  • Method: By mail.
  • Authorized Returns: Upon approval, we will provide you with specific instructions on where to send your package.

  • Return Shipping Fees: The buyer is responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

  • Unauthorized Returns: Items sent back without prior authorization will not be processed and may be returned to the sender at their expense.

4. Damages, Faulty Goods, and Discrepancies

Please inspect your order immediately upon arrival. Contact us within 24 hours if the item is defective, damaged, or incorrect.

  • Statutory Rights: Under UK law, if your goods are faulty or "not as described," you are entitled to a full refund, repair, or replacement within 30 days of purchase. In these specific cases, Elite Store will cover the cost of return shipping.

5. Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns on:

  • Personal Care: Razors, grooming kits, and beauty products (if the hygiene seal is broken).

  • Perishables: Pet food, treats, or plants.

  • Bespoke Goods: Personalized or custom-made orders.

  • Sale Items: Items purchased during a clearance or "Final Sale" event (unless faulty).

6. Order Cancellations

We pride ourselves on rapid fulfillment.

  • Pre-Dispatch: If you wish to cancel before shipment, contact us immediately. Please note that a small administrative fee (£5 for orders under £100 / 5% for orders over £100) will be deducted to cover non-recoverable merchant transaction fees.

  • Post-Dispatch: Once an item has left our warehouse, the order cannot be cancelled. You must follow the standard return process upon delivery.

7. Exchanges

  • Exchanges: Not accepted.

  • The fastest way to secure a different item is to return the original for a refund. Once the return is accepted, please place a new, separate order for the desired replacement.

8. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approval: If approved, the refund is processed automatically to your original payment method.

  • Timeline: Most banks and credit card providers take 5–10 business days to reflect the balance in your account.

9. Restocking Fees

  • Our Restocking Fees is 5% of Product Price.

Contact Us

For any questions regarding your return, please reach out to: