Refund Policy

Ellegance British Roots Refund Policy

Our top priority is your full satisfaction. If you’ve chosen your product from Ellegance British Roots and upon receiving it, you find that there is a manufacturing defect, we ensure your right to exchange or return the item according to the terms below:

1. Dissatisfaction with the product: Within 14 (fourteen) calendar days from receipt.

2. Product defect: Within 30 (thirty) calendar days from receipt. (For defects such as damaged glass or screen, visible scratches, missing parts, customers are entitled to request a warranty if they contact us within 24 hours after receipt, and always send images of the received package. If the customer contacts us after 24 hours, it will be considered that the issue was caused by misuse.)

Please note that the first step for an exchange or return is to contact our Customer Support.

Our team will guide you on how to proceed with the return of the product.

For returns due to dissatisfaction:

  • The product must be free of signs of use. In the case of watches, the product should not have had any links removed from the strap for adjustment. The product must be sent in the same condition it was received, including the original packaging (postal packaging with label). If not, the refund or exchange will not be processed.

Once we receive the package, we will conduct an analysis to confirm that everything is in accordance with our return conditions. After confirmation, our Customer Support Team will contact you, and you may choose between:

  1. Exchange for any other product available in our stock.
  2. Refund the amount spent on the products (shipping fees are not refunded if the delivered product is the correct model and in perfect condition).

Warranty:

All products from Ellegance British Roots come with a 30-day warranty from the date of receipt.

To activate the warranty, the customer must send us a video of up to 1 minute showing the issue. The video should also display the product's packaging (postal packaging with label), and it is essential that the packaging is shown in the video.

The customer can also prove the defect by sending clear photos showing the defect, with the packaging included in the photo.

NOTE: Ellegance British Roots does not provide any technical assistance, and we do not have authorised service representatives. For further questions, please contact our team, and we will provide all the necessary support.

IMPORTANT:

Our warranty does not cover aesthetic damages that occur after purchasing the product, such as cracked screens or other similar issues.

The warranty also does not cover:

  • Damage from fluids, such as dropping the product in water or submerging it; although some products are water-resistant, each product has specific limits.
  • Damage caused by attempts to repair or modify the product by yourself or third parties.
  • Misuse of accessories.
  • Failures or damage that may arise from normal wear and tear – for example, screen scratches from use, oxidation due to excess uric acid from the user.
  • Acceptable battery life reduction.
  • Tests to check the product's resistance, such as testing the watch glass's resistance or checking water resistance, among others.

Ellegance British Roots Team