Terms & Conditions

1. Introduction

These Terms & Conditions govern your use of the Eli & Kai website (“Site”), purchase of goods, and access to our services. By placing an order, you agree to be bound by these terms.

2. Orders & Cancellation

• All orders are processed in the order they are received.
• Personalisation means production begins immediately and orders cannot be cancelled after 24 hours in the event production has started.
• Non-personalised orders may be cancelled within 24 hours unless production has begun.

3. Pricing & Payment

• Prices are shown in AED.
• Full payment is required at the time of order via our secure payment gateways (Stripe, etc.).
• Any exchange rate differences or transaction fees are the customer's responsibility.

4. Production & Delivery

• Production time: typically 5–10 working days, depending on availability.
• Shipping costs and timelines will be confirmed at checkout.
• Risk transfers to you once items are dispatched. We’re happy to coordinate shipping tracking and insurance, where available.

5. Product Quality & Materials

• Our products are crafted from natural, vegetable‑tanned leather. Variations in grain, tone, and slight surface markings may occur—these are part of the authenticity and will develop into unique patina over time. (Louise Carmen)
• Leather is first grade, carefully selected and minimally finished to preserve breathability and develop patina.

6. Personalisation & Customisation

• Custom engraving, thread colour, charms, and names are all made to order.
• Personalised items are excluded from returns, except in cases of fault or defect.
• We reserve the right to refuse requests for offensive or trademarked names/logos and may charge for intellectual property clearance if required.

7. Returns & Refunds

• Personalised Items: No returns or refunds unless the product is faulty.
• Non-Personalised Items:
  • Returns accepted within 14 days of receipt, provided the item is unused, in original packaging, and in saleable condition.
  • Buyer is responsible for return postage.
  • Refunds issued after inspection of returned item.
• To arrange returns, email hello@eliandkai.com with your order number and reason.

8. Intellectual Property

• All text, images, logos, and design elements belong to Eli & Kai and are protected.
• You may not reproduce or use site content for any commercial or public purpose without written consent.

9. Liability

• We strive for accuracy, but we cannot guarantee product images exactly match the final item due to natural variations.
• We are not liable for delays outside our control, including customs or postal disruptions.
• We cannot be held responsible for indirect or consequential losses such as delayed shipments or rebooking costs.

10. Privacy & Data Protection

• We collect personal information for order fulfilment, customer service, and (if opted in) marketing.
• No data is shared with third parties for promotional purposes.
• You may access or delete your data by emailing info@eliandkai.com.

11. Updates & Amendments

• We reserve the right to update these Terms & Conditions at any time.
• Changes apply from the date of publication; your continued use of the Site after updates constitutes acceptance.

12. Governing Law

• These terms are governed by the laws of UK and any disputes will be submitted to the relevant courts.

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