CANCELLATION, COMPLAINTS, RETURNS AND REFUNDS

This page explains our policies on cancellations, complaints, returns and refunds. The applicable terms and procedures depend on whether you are purchasing as a consumer or a business customer.

Consumer Customers (B2C)
Under Consumer Rights Act 2015, a Consumer is an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft, or profession.

Business Customers (B2B)
A Business Customer is any individual or legal entity purchasing for purposes related to their trade, business or professional activity.

  • Right to Cancel

    Right to Cancel

    For most of our products bought online, Consumers have the right to cancel the order without incurring any penalty and without providing any reason, within fourteen (14) days from the date on which they receive the product, as set out in the Online Terms and Conditions of Sale (Section 5.9).

    To exercise the right to cancel, the Consumer must notify Elesa UK by email at sales@elesa.co.uk or by post to the registered office address of Elesa (UK) Ltd, 26 Moorlands Estate, Metheringham, Lincolnshire LN4 3HX.

    The product must be returned within 14 days of notifying Elesa UK that you wish to cancel.

    The product must be returned:

    • securely packaged in its original packaging, or in equivalent packaging, and must not be damaged, soiled or altered. Any accessories, user instructions and accompanying documentation originally supplied with the product must also be included;
    • with the sender's details (full name and postal address) clearly displayed on the outside of the parcel, so that Elesa UK can identify the Consumer;
    • showing no signs of use other than those reasonably necessary to inspect and test the product in the same way that would be possible in a retail shop. The product must not show evidence of prolonged use or use beyond what is necessary to establish its nature, characteristics and functioning, and must remain in a condition suitable for resale.

    The direct cost of returning the products, including packaging and postage, shall be borne by the Consumer.

    In the event of cancellation, Elesa UK will carry out the necessary checks and will refund all payments received, including delivery charges, without undue delay.

    If you paid for an enhanced delivery service (for example next-day delivery), only the cost of our standard delivery service will be refunded.

    Business Customers are not entitled to exercise the right to cancel, as specified in the Online Terms and Conditions of Sale (Section 3.6).

  • Complaints

    Complaints

    Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose and as described. If you purchased as Consumer and your product does not meet these requirements, you may be entitled to one of the following remedies:

    • Within 30 days: if your product is faulty, you may be entitled to reject it and receive a full refund.
    • Within six months: if your product cannot be repaired or replaced, you may be entitled to a full refund in most circumstances.
    • After six months: you may still have legal rights if the product does not last a reasonable length of time, although the available remedies will depend on the circumstances.

    For Business Customers, Elesa UK warrants that on delivery and for a period of 12 months from delivery, products shall be free from defects in materials and workmanship and shall conform to their description and any relevant technical specification as set out in the product listings, as set out in the Online Terms and Conditions of Sale (Section 5).

    If you think there is something wrong with your Product, you must contact our Customer Service Team.

    Elesa UK will acknowledge receipt of the complaint, inform you of the outcome of the relevant inspections, and, where applicable, provide instructions for returning the defective product.

  • Returns

    Returns

    Unless the return is due to faulty products, products that are not as described, or an error by Elesa UK, the direct costs associated with returning products shall be borne by the Customer (e.g. packaging and postage costs). We recommend returning products using a postal or courier service that provides tracking or proof of delivery.

    Consumers may return products within 14 days of notifying Elesa UK that they wish to cancel their order.

    Returns are also available where products are faulty or not as described, for both Consumers and Business Customers, following the submission of a complaint.

    Except where products are faulty, not as described, or the return is due to an error by Elesa UK, Business Customers are not entitled to return products.

    Where Elesa UK agrees to accept the return of products that have been incorrectly ordered by a Business Customer, a handling charge of up to 20% of the invoiced value of the returned products may be applied. This handling charge does not apply where the products are faulty, not as described, or where the return is due to an error by Elesa UK.

  • Refunds

    Refunds

    Where a Consumer exercises their right to cancel, as set out in Online Terms and Conditions of Sale (Section 5.9), the refund will be issued without undue delay after Elesa UK receives the returned products or, where applicable, evidence that the products have been sent back.

    Where a Customer submits a claim regarding defective or non-conforming Products, any replacement or refund will be handled in accordance with the remedies and procedures set out in the applicable Online Terms and Conditions of Sale.