Refund policy

At a glance
- 30 days to return or exchange, counted from the day your order is delivered
- No reason needed
- Refunds go to your original payment method within 10 business days of approval
- Faulty, damaged or incorrect items: we pay the return postage

Our promise
We want you to be happy with your Elmbeck order. If something is not right, you can send it back within 30 days of receiving it and we will make it right. This is longer than the 14 days the law gives you, and your statutory rights are never affected by this policy.

Your right to return
You have 30 days from the day your order is delivered to tell us you would like to return it or exchange it. You do not need to give a reason. To be accepted, the item should be unused, in the same condition you received it, and in its original packaging. Please keep your order confirmation or another proof of purchase, as we may ask to see it.

How to start a return or exchange
1. Email us at support@elmbeck.com with your order number, the items you would like to send back, and whether you would like a refund or an exchange.
2. Wait for our reply. Please do not post anything back before we have replied.
3. Once we approve your request, we will send you the return address and simple instructions.
4. Post the item back to the address we give you.
Parcels sent without first contacting us cannot be accepted. Please do not send returns to our registered office address.

Return postage
If you are returning or exchanging an item because you changed your mind, you are responsible for the cost of posting it back to us. We recommend a tracked service, because you remain responsible for the parcel until it reaches us. If the item is faulty, damaged or not what you ordered, we will cover the cost of the return.

Exchanges
If you would like a different item, size or colour, you can exchange it within 30 days of receiving your order. Follow the steps above and tell us which item you would like instead. If it is available, we will send it as soon as we receive your return. If it is not available, we will offer you a refund instead. The same conditions apply as for returns: the item should be unused, in the same condition you received it, and in its original packaging.

Faulty, damaged or incorrect items
Please check your order as soon as it arrives. If something is faulty, damaged or not what you ordered, email us at support@elmbeck.com with your order number and a clear photo. We will arrange a replacement or a refund, and we will cover the return postage. This is in addition to your rights under the Consumer Rights Act 2015.

Items we cannot take back
We cannot accept returns of personalised or made-to-order items, or of items that have been used, damaged by the customer or returned without their original packaging, unless they are faulty. If you are unsure whether your item can be returned, just ask us.

Refunds
When your return arrives, we will inspect it and email you to let you know whether your refund has been approved. Approved refunds are sent to your original payment method within 10 business days. Your bank or card provider may need a few extra days to show the money in your account. If more than 15 business days have passed since we approved your refund and you have not seen it, please contact us.

Cancelling an order before it ships
If you change your mind before your order has been dispatched, email us as soon as possible and we will cancel it and refund you in full.

Contact Information
Store name: Elmbeck (elmbeck.com)
Company name: Boldovino Ltd, trading as Elmbeck
Company number: SC890021 (registered in Scotland)
Registered office: Pinnacle House Business Centre, Ground and First Floor, Linlithgow Bridge, Linlithgow, West Lothian, EH49 7SF, United Kingdom
Phone: +44 7723 147510
Email: support@elmbeck.com
Customer service hours: Monday to Friday, 9:00 to 17:00 (UK time)
Response time: we aim to reply within 24 hours on business days.