Terms and Conditions

9.1 UK Consumers - 14-Day Cooling-Off Period:

If you are a UK Consumer purchasing online, you have the right to cancel your order within 14 days under the Consumer Contracts Regulations 2013, without giving any reason.

9.1A US and Canadian Customers:

United States Customers:

US federal law does not provide a statutory right to cancel or return online purchases. The FTC Cooling-Off Rule does not apply to internet sales.

We do not offer returns or refunds for US customers except:

• Where Products are faulty, damaged, or not as described (see Section 10)
• Where we have failed to deliver within the timeframe promised

Canadian Customers:

Canadian consumer protection laws vary by province. We do not offer discretionary returns to Canadian customers.

You may have statutory rights to cancel in the following circumstances only:

• If we fail to provide required contract information under your provincial consumer protection legislation
• If we fail to deliver within promised timeframes
• If Products are faulty, damaged, or not as described (see Section 10)
• If you believe you have a statutory right to cancel under your provincial law, you must provide evidence of the specific legal basis for cancellation.

Important for all US and Canadian customers:

• Unlike UK customers, you do NOT have an automatic right to change your mind and return Products
• All sales are final unless Products are defective or we have breached our obligations
• Please ensure you are certain of your purchase before ordering

9.2 How to Cancel:

• You must notify us in writing (email to ellie@elliewhite.co.uk) within 14 days of receiving your Products
• Simply returning Products without notifying us is not sufficient
• Telephone notification is not valid - you must use email

9.3 Returning Products (UK Consumers Only):

This section applies only to UK consumers exercising their legal right to cancel under the Consumer Contracts Regulations 2013.

• After notifying us of cancellation, you have 14 days to return the Products
• Before returning the Products, you must provide photographic evidence showing:
  • The Product in its packaging, clearly showing it is unused and in original condition
  • All packaging, labels, and accessories included with the Product
  • The Product from multiple angles demonstrating no damage, marks, or defects
  • Any protective wrapping or seals intact (if applicable)
• These photographs must be emailed to ellie@elliewhite.co.uk before you post the return
  Products must be returned to the postal address we provide you with once we have accepted the return.
• Products must be in their original, unused condition with all original packaging, labels, and any accessories intact
• You are responsible for the cost of returning the Products to us
• We recommend using tracked and insured postage, as you bear the risk of loss or damage during return transit

9.4 Refunds (UK Consumers Only):

• We will process your refund only after:
  • We have received the photographic evidence required in 9.3
  • We have received the returned Products
  • We have inspected the Products and confirmed they meet the return conditions
• The refund will be processed within 14 days of our receiving and approving the returned Products
• The refund will be issued to the original payment method
• We will refund your original standard delivery charge (but not premium or express delivery upgrades you may have chosen)
• We will not refund your return postage costs
• We may deduct from your refund an amount to reflect any diminished value of the Products resulting from:
  • Handling beyond what is necessary to establish their nature, characteristics, and functioning
  • Damage or marks not evident in your pre-return photographs
  • Missing packaging, labels, or accessories
  • Use of the Products beyond inspection
  • Any deterioration in condition between your photographs and our receipt of the Products
• If we make any deductions from your refund, we will notify you in writing with:
  • Photographic evidence showing the condition of the Products when received by us
  • A detailed explanation of why deductions have been made
  • The amount deducted and the calculation used
• If you dispute any deductions, you may refer the matter to your payment provider's dispute resolution process or the complaints procedure in Section 14

9.5 Products Not Covered by the Right to Cancel:

The right to cancel does NOT apply to:

• Products that have been used (unless they are faulty)
• Products where sealed packaging or shrink-wrap has been removed (unless they are faulty)
• Products that are personalised or made to your specification
• Sealed Products that have been unsealed for hygiene or health protection reasons

9.6 Business Customers: If you are purchasing as a Business Customer, the 14-day cooling-off period does not apply. Returns will only be accepted if Products are faulty (see Section 10).

9.7 Abuse of Returns Policy:

• We monitor return patterns to identify potential abuse of the returns process
• If we reasonably believe you are abusing your right to cancel (for example, through excessive returns, "wardrobing", or returning Products that have clearly been used), we reserve the right to:
  • Refuse future orders from you
  • Close your customer account
  • Report suspected fraud to relevant authorities
• This does not affect your statutory rights on current orders, but we may refuse to do business with you in the future
• We will notify you in writing if we take such action