Informativa sui rimborsi
For online purchases, UK consumers generally have a 14-day cancellation period, followed by 14 days to return the goods, and refunds are generally due within 14 days of receiving the returned goods.
# Refund & Refund Policy
**Last Updated: August 24, 2026**
At **Elyra**, we want every customer to feel confident and satisfied with their purchase. If your order does not meet your expectations, we are happy to review your return or refund request in accordance with this Refund & Refund Policy and applicable consumer protection laws.
**Store Name:** Elyra
**Contact Email:** [KarloanPaigeuwv787@outlook.com](mailto:KarloanPaigeuwv787@outlook.com)
**Business Address:** United Kingdom, 432 Falls Road
## 1. Your Right to Cancel
For eligible online purchases, customers may have the legal right to cancel their order within **14 days after receiving the goods**, without needing to provide a reason.
If you decide to cancel your purchase, please contact Elyra within the applicable cancellation period using:
**Email:** [KarloanPaigeuwv787@outlook.com](mailto:KarloanPaigeuwv787@outlook.com)
After notifying us of your cancellation, eligible goods should be returned within the applicable return period.
Nothing in this policy is intended to remove or restrict any rights you have under applicable consumer law.
## 2. Eligibility for Returns
To help us process your return smoothly, returned products should generally be:
* In their original condition.
* Unused or only handled as reasonably necessary to inspect the product.
* Returned with original packaging where reasonably possible.
* Returned with any included accessories, tags, manuals, or other components where applicable.
* Accompanied by your order details or other reasonable proof of purchase.
Customers may handle goods to the extent reasonably necessary to determine their nature, characteristics, and functionality. However, you may be responsible for any reduction in value caused by handling beyond what would reasonably be permitted in a shop.
## 3. Faulty, Damaged, or Incorrect Items
If you receive an item that is:
* Faulty or defective;
* Damaged during delivery;
* Significantly different from the product description; or
* The wrong product,
please contact us as soon as reasonably possible at:
**[KarloanPaigeuwv787@outlook.com](mailto:KarloanPaigeuwv787@outlook.com)**
Please include your order number and, where helpful, photographs or other information showing the problem.
We will review the issue and provide an appropriate resolution in accordance with your legal rights. Depending on the circumstances, this may include a replacement, repair, price reduction, or refund.
UK guidance states that customers are entitled to appropriate remedies where goods are faulty, not as described, or do not do what they are supposed to do. ([GOV.UK][1])
## 4. Change-of-Mind Returns
If you simply change your mind about an eligible online purchase, you may have a statutory cancellation right.
You should notify Elyra within **14 days of receiving your goods** if you wish to exercise this right. You will generally then have a further **14 days to send the goods back**.
You do not normally need to provide a reason for exercising the statutory cancellation right.
Some products may be excluded from cancellation rights where an applicable legal exception applies.
## 5. Items That May Not Be Eligible for Change-of-Mind Returns
Depending on the product and applicable law, certain items may be excluded from a change-of-mind cancellation right.
Example can include:
* Products made specifically to a customer's specifications or clearly personalised.
* Goods that are liable to deteriorate or expire quickly.
* Sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken.
* Certain sealed goods where the seal has been removed after delivery.
* Digital content where applicable requirements for starting the download or supply have been satisfied and the customer has expressly acknowledged the loss of the cancellation right.
* Other products or services where an applicable legal exception applies.
Where an exception applies, we will make the relevant restriction clear before purchase where required.
## 6. How to Request a Return
To request a return, please email:
**[KarloanPaigeuwv787@outlook.com](mailto:KarloanPaigeuwv787@outlook.com)**
Please include:
1. Your name.
2. Order number.
3. Product name.
4. Reason for the return, if applicable.
5. Photographs of the item if it is damaged, defective, or incorrect.
6. Any other information reasonably needed to process your request.
Once your request has been reviewed, we will provide the appropriate return instructions.
Please do not send products to an address other than the return address provided by Elyra for your particular order.
## 7. Return Shipping Costs
For a change-of-mind return, the customer may be responsible for the direct cost of returning the goods where this cost has been properly disclosed before purchase.
If the item is faulty, damaged, incorrect, or otherwise qualifies for a remedy under applicable consumer law, Elyra will handle return costs appropriately in accordance with the circumstances and applicable law.
## 8. Refund Processing
Once an eligible returned product has been received and reviewed, we will process the applicable refund without undue delay.
For statutory cancellations of eligible online purchases, UK rules generally require the refund to be made within **14 days of receiving the returned goods**, or earlier where the customer provides appropriate evidence that the goods have been sent back. ([GOV.UK][1])
Refunds will generally be made using the **same payment method used for the original transaction**, unless another method has been agreed with the customer or applicable law provides otherwise.
## 9. Original Delivery Charges
Where a customer validly exercises a statutory cancellation right, the refund generally includes the cost of the **least expensive standard delivery option offered by Elyra**.
If the customer selected a more expensive delivery service, we are generally only required to refund the amount equivalent to the least expensive standard delivery option. ([GOV.UK][1])
## 10. Refunds for Damaged or Reduced-Value Products
If a returned item has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality, the customer may be responsible for any reduction in value where applicable by law.
This does not affect statutory rights relating to faulty, defective, or incorrectly supplied goods.
## 11. Late or Missing Refunds
If you have been informed that your refund has been processed but the money has not yet appeared in your account, please first:
1. Check your bank account or payment account.
2. Contact your payment provider or bank.
3. Allow reasonable processing time for the payment provider.
If the refund still has not appeared, contact us at:
**[KarloanPaigeuwv787@outlook.com](mailto:KarloanPaigeuwv787@outlook.com)**
Please include your order number so we can investigate the payment.
## 12. Exchanges
Elyra may offer an exchange where appropriate, depending on stock availability and the circumstances of the return.
If an exchange is unavailable, we may instead provide the refund or other remedy applicable to your situation.
Your statutory consumer rights are not affected by our exchange process.
## 13. Sale and Promotional Items
Discounted or promotional products remain subject to the same applicable consumer rights as full-price products.
A promotional price does not remove or reduce your legal rights where goods are faulty, not as described, or otherwise covered by applicable consumer protection law. ([GOV.UK][1])
## 14. Order Cancellation Before Dispatch
If you contact us to cancel an order before it has been dispatched, we will make reasonable efforts to stop the order from being shipped.
However, once an order has already entered the dispatch process, it may no longer be possible to cancel it before delivery. In that situation, you may use the applicable return or cancellation procedure.
## 15. Refunds and Your Legal Rights
This policy is intended to explain Elyra's refund process clearly. It does **not** replace, limit, or exclude any consumer rights that cannot legally be excluded.
UK online sellers are required to provide customers with clear information about cancellation rights, delivery arrangements, prices, and other important contract information. ([GOV.UK][2])
If a provision of this policy conflicts with a mandatory legal right, the mandatory legal right will take priority.
## 16. Contact Us
If you have any questions about a return or refund, please contact us before sending your product back.
**Elyra**
**Email:** [KarloanPaigeuwv787@outlook.com](mailto:KarloanPaigeuwv787@outlook.com)
**Address:** United Kingdom, 432 Falls Road
We aim to handle every return fairly, clearly, and respectfully and to provide customers with a straightforward experience from purchase through resolution.
**Thank you for choosing Elyra.**