Refund policy

Effective Date: 01/10/2025
Last Updated: 01/10/2025

 

1.1 General

This Returns & Refunds Policy (“Policy”) applies to all purchases made via the Eli & Kai website (the “Site”). By placing an order, you agree to the terms below.

 

1.2 Personalised and Custom Items

  1. All products that are personalised, customised, or made to order (including but not limited to debossed initials, foil stamping, bespoke thread colours, charms, or special configurations) are final sale.
  2. Such items are not eligible for returns, refunds, or exchanges unless the item is proven to be defective on arrival.
  3. Once production has commenced, orders cannot be amended or cancelled.

1.3 Non-Personalised Items

  1. Non-personalised products may be returned within 14 calendar days of receipt.
  2. To qualify, items must be:
    • Unused and in new condition;
    • Returned in original packaging with all accessories; and
    • Accompanied by proof of purchase.
  3. Customers must notify us at info@eliandkai.com within the 14-day window and obtain a return authorisation before shipping items back.

1.4 Return Shipping

  1. Customers are responsible for the cost of return shipping, except where the item is faulty or incorrect.
  2. Original shipping fees are non-refundable.
  3. We strongly recommend using a tracked and insured service; risk remains with the customer until the item is received by us.

1.5 Refunds

  1. Refunds will be processed within 10 working days after inspection and approval of the returned item.
  2. Refunds will be made to the original payment method only.
  3. Items that are damaged, used, or returned in an unsaleable condition will not be refunded.

1.6 Faulty or Defective Items

  1. Customers must notify us of any defective or damaged item within 48 hours of delivery with supporting photographs.
  2. After review, we may provide:
    • A replacement product;
    • A partial refund; or
    • A full refund (if repair or replacement is not possible).

1.7 Gift Returns

If an item was purchased as a gift and is eligible for return, any refund will be issued to the original purchaser’s payment method.

 

1.8 Exchanges

We do not offer exchanges. Customers must return the item (if eligible) and place a new order.