Elli Rug

Cancelling Orders and Refunds - Ready Made Products

If for any reason you are unhappy with your purchase, a request for a product return can only be made within 30 days of delivery. Please note that you must contact us and receive our return authorization before returning any items. We will provide a full refund for the purchase price of the goods, but not any delivery charges. We do not refund the original postage charge and ship the product free of charge to our address, but if you just want us to exchange the item then you don’t pay any postage for the replacement.The cost of returning any items is the responsibility of the customer. You are required to package the goods adequately or transport by courier. We will not be responsible for any damage as a result of poor packaging. We recommend that you will use courier service for product returns/exchanges which you can buy for example here: www.parcel2go.com.

Items must be returned in their original packaging.No exchange or refund once the original packaging has been opened or damaged unless faulty. Please note if we have done some changes to the ready made products - e.g. altered the measurements for you - in these cases the items are no longer resalable and we do not accept returns for them. Please note that with the exception of faulty merchandise, for hygiene and safety reasons we cannot accept the return of certain items which have been opened e.g. bed linen. Please note that a refund will only take place after the goods have been returned, inspected by our returns department and deemed to be in original resalable condition. For countries outside UK delivery charge is subsidised - this charge may be higher than the original delivery charge as the initial delivery cost is subsidised by Ada & Ina Ltd.

THIS POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS RELATING TO FAULTY OR MISDESCRIBED GOODS OR YOUR RIGHT TO CANCEL ORDERS UNDER THE CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS, FURTHER DETAILS OF WHICH ARE AVAILABLE FROM THE LOCAL TRADING STANDARD DEPARTMENT OR CITIZENS ADVICE BUREAU.

Cancelling Orders and Refunds - Fabrics

Please contact us within 14 days from receiving the items. For fabric orders of 10 metres or more we accept product returns, but we impose a restocking fee, which is 25% of the fabric's value. This fee will be deducted from the refund given to you. The shipping costs will not be refunded. This handling charge covers the fact that your length of fabric has been cut specifically for you, and another future customer is unlikely to require the same length, which means we will make a partial loss on the returned goods. Items must be returned in the original condition and in their original packaging. For sale fabrics and fabrics are which are going to be discontinued we do not accept returns. Please note that you must contact us and receive our return authorization before returning. The cost of returning any items is the responsibility of the customer.

Cancelling Orders - Made to Measure Products

All our made to measure and bespoke items are made to your chosen design and specific measurements and they cannot be resold. Therefore it is important that you are sure of your order details before you place an Order with us. Please note that bespoke and made to measure items such as curtains and blinds may not be returned or exchanged. In the unlikely event that they are faulty or incorrect, please contact us within 30 days from receiving the items. Where your order is incorrect or faulty we will always correct the issue as a matter of priority to make sure you will be happy with your curtains or blinds. If we agree to get the items returned to us for inspection and possibly for repairing them, the goods must be returned to us as soon as possible. If your order is shipped back to us for our inspection and no faults can be found of your order we will charge for the shipping for the return and collection from your address – in total 25 GBP. You are required to package the goods adequately (ideally in the original protective wrapping and box or in the best alternative you can arrange) for transport by courier. We will not be responsible for any damage as a result of poor packaging. Our returns policy complies with the Consumer Protection (distance selling) regulation. We will process a refund if your order cannot be completed.

If you are unhappy with your order because you have changed your mind, or don’t like the fabric or style you have chosen, we are unable to offer you a refund. However we may be able to organise for your order to be remade in a different fabric or style for a discounted price. Please contact us for details.