REFUND POLICY

Return Window

  • Customers in United Kingdom have the right to cancel their purchase and return the product within 30 days of delivery date without providing any reason.

Return Address

  • Send all returns to: Trichterheideweg 11, 3500 Hasselt Belgium

Return Instructions

  • Return Notification: To initiate a return, contact our customer service at info@ella-jane.uk with your order number.

Packaging and Shipping

  1. Safely pack the item in the original packaging with all labels and tags still attached.
  2. Include the return form and any necessary supporting documents or images.
  3. Download and print the return label from the link provided in our email.

Return Costs

  • For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
  • For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item.

Specific Return and Refund Conditions

  • Returns Due to Change of Mind: If you change your mind after purchase, you can return the product within 30 days of delivery date, provided it is unused, undamaged, and in the original packaging.
  • Defective or Goods: If you receive a defective product, contact our customer service immediately and send us photos of the damage. Ella-Jane will cover the return shipping costs and provide a replacement product or a refund.
  • Incorrect Product Received: If you receive an incorrect product, contact us, and we will arrange the return costs and ensure you receive the correct product.
  • Product Never Arrived: If your product never arrived, contact us so we can initiate an investigation with the courier. If the product is not found, we will offer a full refund or a replacement product.
  • Cancellation After Order: You can cancel your order before it is shipped. If the order has already been shipped, follow the return procedure after receiving the product.

Refunds

  • Refund timeline: After receiving the returned item, we will process the refund within 7 business days. You will receive a confirmation email.

  • Refund Methods: Refunds are made to the original payment method used at the time of purchase.

Questions?

 

Business Name: S.B Commerce

E-Mail: info@ella-jane.uk

Support: Monday to Friday - 9:00 to 17:00