Returns and Exchanges Policy of Ellegance British Roots
Please read carefully to avoid any issues.
Don’t worry, we’ve got you covered!
We recommend that before returning any product for exchange or return, you first contact our Customer Support Centre via email: sac@ellegancebritishroots.com for guidance on how to proceed with the exchange or return.
Return Policy:
Right to Cancel:
If you made a purchase via the website www.ellegancebritishroots.com, received the product in perfect condition, and are still dissatisfied with the purchase, you can request through our Customer Support Centre by email: sac@ellegancebritishroots.com the cancellation of the purchase.
Cancellation Period:
According to the Consumer Contracts Regulations 2013, the customer who makes purchases through online stores in the UK has up to 14 (fourteen) calendar days after receiving the product to register the cancellation of the purchase.
Cancellation must be communicated immediately to the service provider, following these rules:
- The goods must be returned via postal mail to the address we will provide from our support.
- The product must be returned in its original packaging, including all manuals.
- The product must be returned with the purchase receipt.
- The product must not show ANY signs of use.
ATTENTION: Products sent outside the above specifications will not be accepted and will be returned to the sender.
Refunds:
- Credit card: The refund may occur within up to 2 consecutive billing cycles.
ATTENTION: The refund is processed only after receiving and reviewing the condition of the product in our Distribution Centre. (The product must not show any signs of use).
NOTE: Any intention to cancel must be communicated to our Customer Support Centre before shipping the product(s) with a letter that must accompany the product to be returned. Otherwise, the orders will not be accepted.
Exchange Policy:
For clothing and footwear: We do not perform exchanges for incorrect size. We provide size measurements in centimetres for our products to avoid errors in choosing the correct size. Under the Consumer Rights Act 2015, there is no legal obligation for the seller to perform exchanges due to the consumer's change of mind regarding colour, size, model, or any other reason. The right granted under the Consumer Rights Act 2015 is for exchanges only in case of defective products.
Defective Products
Product with alleged manufacturing defect:
Products sold on the Ellegance British Roots website come with a 30-day warranty for natural manufacturing faults.
How to request an evaluation for alleged manufacturing defects:
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Returning the goods:
- The goods must be sent via postal mail to the address indicated on the purchase label.
- The product must be returned in its original packaging.
- The customer must include the purchase receipt with the product.
- The customer must submit a brief written description of the alleged manufacturing defect, explaining how the product was used, the frequency of use, etc.
ATTENTION: Products sent outside the above specifications will not be accepted for defect analysis and will be returned to the sender.
Product Defect Analysis:
The defect evaluation will be performed by our suppliers, who will send us the final report on the exchange request.
Average conclusion time: 15 business days after receiving the product.
Favourable Report for Exchange:
- The customer will receive a replacement of the same product at the original shipping address, free of charge.
- If the model is unavailable in stock, the customer will be informed and can choose another model for exchange, within the available options on the website, respecting the credit limit.
- If there is a price difference between the chosen product and the claimed product, the customer must pay the difference.
Unfavourable Report for Exchange:
- The product will be returned to the customer with the letter/report of rejection, without the right to replacement.
Reasons for rejection:
- No defect found (the damage reported by the customer was not confirmed).
- Evidence of improper use of the product.
- Evidence of accidental damage.
- Natural wear due to use.
- Improper washing of the product.
Automatic Cancellation of Sale by Ellegance British Roots
The cancellation of the order and the release of the purchased products by Ellegance British Roots will be automatic in the following situations:
- Inability to charge the corresponding payment for the purchase with a credit card.
- Inconsistency in the data provided in the order.
- Out of stock.
Refunds by Ellegance British Roots will occur in the following situations:
- Inability to deliver the purchased goods due to the delivery address provided by the buyer not existing or being inaccessible. In the case of delivery failure for this reason, the product will be returned to our Distribution Centre, and a refund will be issued by Ellegance British Roots for the value of the products, excluding shipping costs.
- If the purchased goods are unavailable on the site due to prior sales of the product, the buyer will receive a refund of the amounts paid, using the same payment method used for the purchase. In such cases, the buyer will be informed about what happened.