Cancellation of Order before delivery

In circumstances where your order has not been delivered and you’d like to cancel (supply only goods) you must inform us as soon as possible before the delivery date. We’d prefer if this was done by telephone to stop the delivery taking place and then followed up by post or email to: customercare@elbec.co.uk to officially cancel your order. You will be refunded within 14 working days on to the card/payment method used. Where orders are for personalised requirements there is no right to cancel.*

Cancellation after delivery

If your goods are incorrect, faulty or damaged on delivery or you have simply changed your mind, you have a statutory 14 working day cooling off period for goods supplied (with the exception of products being made to your specification*) from the day after you receive your order. In all cases you have a duty of care for the product and any damage (or additional damage if the product is already damaged). During this time you may cancel your order at any time and receive a full refund. We reserve the right to charge for the collection of the item.

We will not accept returns or cancellations if the Goods have been used, altered by applying chemicals or paints to the surfaces or by altering or customising the goods in any way or doing anything that could be deemed to be an act of the Buyer accepting the Goods as his or her own. The Goods must be returned in the same condition they were delivered.

The vast majority of our products do not incur a collection charge. For other products these will need to be returned at your expense.

About Refunds

Refunds will be paid within 14 days after your request (for items being returned it is 14 days after the item(s) have been received back to the warehouse and checked). Please also allow 3 - 4 working days for your credit / debit card issuer to credit your account.

Items Received as a Gift

The same conditions for both sets of cancellation apply but we can only issue any refunds back on to the original card/payment method. The following exception applies, unfortunately, we cannot exchange for a different product. If you require an exchange for a different product then a new order will have to be placed.

Charges for cancellation

There are certain products which carry a levy for the collection of goods which have been cancelled. Where this applies they are direct costs for the collection of the goods which may include re-packaging costs. If there is a charge for the collection you’ll be notified as soon as possible. Any charges are deducted from the refund returned to customers.

You must read our Terms and Conditions for full information regarding the cancellation and returns procedure. The above returns policy does not affect your statutory rights.