Our items have been designed with care and attention to detail and are crafted by our team of experts. Our products are not mass produced so each piece is regarded as made-to-order and therefore have a different returns procedure.
We DO NOT offer refunds for delayed orders during manufacturing and transit times. All orders will be sent out in the fastest possible time frame, however delays can be expected due to the precision and attention to the detail of each item during our manufacturing process.
All of our items are quality checked of a high standard and go through a detailed inspection before leaving our manufacturing premises to ensure the safe arrival of your order. In some rare cases the courier responsible for the delivery of your order can be careless which can lead to damages. We recommend to check your delivery as soon as it has been received. If the goods are faulty or damaged, please notify us within 48 hours so that we can help to resolve this for you.
Made-to-order items can only be returned for a refund or exchange if damaged on arrival. Please note that if an item is listed with choices such as (colour/size) this does not mean they are “standard” options. These can still be made to order pieces and therefore non-refundable.
After 48 hours Elite Home Decor will not be held responsible for any damages related to your order. In order to resolve any damages to your order we will request images of the damaged item. This will include clear images of the interior and exterior packaging, the damage to the item and a written description of the damages so that we can help in resolving the issue for you. Please contact us via email with the above information, we will not accept any other form of communication, as the correct team will need to evaluate the damage via images. Please note that without the correct information and images we will not be able to investigate the issue.
Please ensure that prior to signing for any deliveries, you check that the packaging is intact - this is very important as we use a third-party courier and unfortunately will be unable to accept claims for damages that have been caused in transit where the item has been signed for as 'packaging intact'.
If you have received a self-assembly product it is important that you follow all instructions very carefully. We will not be responsible for any self-assembly products that are damaged due to the result of incorrect installation. Please ensure that all parts are provided before assembling the product. If you need any assistance please contact us via our live chat.
Please understand that it is in our best interest to provide the highest quality of support and we will always provide you with the best assistance where possible via our Customer Support Team.
RETURNS
All returns, if accepted by a member of our customer support team, must be returned to the address provided within 14 calendar days of the date of the email sent from our team accepting the return.
When preparing your return you must use the original packaging you received the item(s) in and we may not be able to accept your return if it arrives to us more damaged than what it was and you have not used the packaging provided.
Do not attempt to return your item to any return address that may be noted on your original shipping label as this is not the correct return address. Returns to any other address other than the issued address will invalidate the returns process in which the customer will be liable for.
After ordering any item there is a 24 hour window in which you can cancel your order, after this time as production has began we will not be able to cancel your order.
You cannot cancel an order or get a refund once the item has been shipped, if the items have been shipped before the 24 hour window we won’t be able to cancel the order. You can cancel your order before 24 hours by emailing us or via our live chat.
