Refund policy
RETURNS & REFUND POLICY
Most Eli Inking products are made individually to order rather than held as stock. Production for made-to-order items typically begins shortly after an order is placed.
MADE-TO-ORDER & PERSONALISED PRODUCTS
Many items sold through Eli Inking are produced specifically once an order is placed. These may include artwork prints, merchandise, or products created to a customer’s specification. Production for these items usually begins soon after purchase, which means cancellations and changes are not always possible. Under UK Consumer Contracts Regulations and EU Consumer Rights legislation, products that are made to a customer’s specification or clearly personalised are exempt from the standard 14-day cooling-off period. We do not accept returns or cancellations for change of mind once production of a made-to-order or personalised item has begun. If you are unsure about sizing, materials, or product details, please contact us before ordering.
STANDARD (NON-PERSONALISED) ITEMS
If a product is not personalised or made to customer specification, you may request a return within 14 days of receiving your order. To be eligible for a return:
• The item must be unused and in original condition
• The item must be returned in original packaging
• Proof of purchase must be provided
• Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect
To request a return, please contact: helloeliinking@gmail.com
Returns must be approved before being sent. Items returned without prior approval may not be accepted.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:
• Your order number
• A description of the issue
• Clear photographs of the item and packaging
If a product is confirmed to be faulty or incorrect, we will arrange a replacement or refund at no additional cost to you.
EXCHANGES
Because most items are produced to order, we do not offer direct exchanges. If you have purchased a non-personalised item and would like a different size or variation, please request a return (if eligible) and place a new order once your return has been approved.
CANCELLATIONS
Orders for made-to-order or personalised products cannot be cancelled once production has begun. If you need to request a cancellation, please contact us as soon as possible after ordering. If production has not yet started, cancellation may be possible at our discretion.
REFUNDS
Once a return is received and inspected, we will notify you whether your refund has been approved. If approved, refunds will be processed to the original payment method within 10 business days. Processing times may vary depending on your bank or payment provider. If more than 15 business days have passed since your refund was approved, please contact helloeliinking@gmail.com.
ITEMS THAT CANNOT BE RETURNED
Unless faulty or mis-described, we do not accept returns for:
• Made-to-order or personalised items
• Sale or discounted items
• Gift cards
• Hygiene or personal-use goods
• Items returned in used or damaged condition
RETURN ADDRESS
Returns should only be sent once approved. Return instructions and address details will be provided after a return request has been accepted.