Return and Refund Policy

Return of goods

If the product you have purchased does not meet your expectations, you can return it within 30 days of delivery, provided it is intact. Remember to include the return postage number. Once we have accepted the return we will make a full refund and the verification process takes a maximum of 5 working days. All requests for returns should be directed to our customer service department.

Return instructions

To be eligible for a return, items must be unused and returned within 30 days of receipt. Here's how to start your return:

  1. Reach out to our support team at info@elsbrookliving.com with any return-related questions.
  2. We'll help you with your question(s) and you will receive the return address.
  3. Pack your items securely and ship them back. Note that return shipping costs and labels are your responsibility.
  4. We'll send you updates as your return progresses.
  5. You'll receive confirmation when we get your returned items.
  6. We'll process your refund within 5 business days.

Return address

All returns should be addressed to our warehouse. It is the customer's responsibility to prepare and label the return label correctly, as we do not provide pre-made labels. Please check carefully that the label is properly attached before sending the package.

For an accurate return address, please contact us at: info@elsbrookliving.com

Make sure your parcel has a tracking number.

Returns costs

The cost of return postage is to be paid by the customer. We recommend that you choose Track & Trace as we are not responsible for lost return parcels.

Example costs: Returns for small parcels start from £7.50, however the final price depends on the size and weight of the parcel.

I have received a defective product

If the product you have received is faulty, please contact our customer service team with the following details:

  • Order number
  • The name of the faulty product
  • Details of the problem
  • Pictures of the damaged item

If the damage occurred in transit, also include photos of the package with visible damage. Claims for transport damage must be made within 7 days of delivery.

Without prior confirmation of the damage by our team, we cannot exchange or return the product.

I have received the wrong product

If you have received a different product to the one you ordered, please contact our customer service team urgently. Please include in your request:

  • Order number
  • The name of the missing product
  • The name of the product you received
  • A picture of the product you received

Product exchange

We do not accept direct product exchanges. If you wish to exchange goods, it is necessary to make a return and place a new order.

Important: In the case of damaged or misdelivered products, the return costs are covered by our company.

Product returns

When you decide to return a product that does not meet your expectations, the cost of shipping and providing proof of postage is the responsibility of the customer.

If you have any questions, please contact our customer service department - we will be happy to help you through the return process.

Refund

Once your return has been accepted, you will receive a confirmation email. Approved refunds will be credited to the original means of payment used and the posting time may be up to 5 working days depending on your bank or card provider.

Exceptions

In some cases, refunds may be partial:

  • Products with clear signs of use
  • Damaged or incomplete items (not related to our fault)
  • Returns sent more than 30 days after delivery

Damaged products delivered to our warehouse may be subject to additional charges.

Extra return information

  • We accept returns for both defective and non-defective products;
  • Product condition must be new only. 
  • No restocking fees.

 

 

Contact information:

Email: info@elsbrookliving.com

Or contact us through our contact form.

Company information:

Elsbrook Living

Adress: 47 Aire St, Leeds, LS1 4HT, United Kingdom

Email: info@elsbrookliving.com

Contact form: https://elsbrookliving.com/pages/contact

Telephone number: +44 07586584089

Our customer service team is at your service from Monday to Friday, from 9 AM to 5 PM. We aim to answer all emails within 24 hours.