At ElevationScapes we are committed to ensuring that our customers are satisfied with their purchases. This policy outlines your rights to refunds and returns under UK law, including our policy on custom orders.
1. Your Rights Under UK Consumer Law
Under the Consumer Rights Act 2015, you have the right to expect that the goods you purchase:
- Are of satisfactory quality.
- Are as described.
- Are fit for purpose.
If the goods you have purchased do not meet these standards, you may be entitled to a refund, repair, or replacement depending on the circumstances.
2. Standard Goods – Returns & Refunds
If you wish to return standard (non-custom) goods, you have the right to do so under the following conditions:
- Change of Mind (Cooling-Off Period): For online, telephone, or mail-order purchases, you have 14 days from the date you receive the goods to notify us that you wish to return them for a refund, as per the Consumer Contracts Regulations 2013. You then have an additional 14 days to return the goods to us.
- Goods must be returned unused, in their original packaging, and in a resaleable condition.
- You are responsible for the cost of returning the goods unless the item is faulty or not as described.
- We will process your refund within 14 days of receiving the returned goods.
- Faulty Goods: If the goods you receive are faulty, damaged, or not as described, you have the right to a full refund, repair, or replacement within 30 days of receiving the item. After this period, we will offer a repair or replacement. If a repair or replacement is not possible or does not resolve the issue, you may be entitled to a full or partial refund.
3. Custom Orders – No Returns or Refunds
Custom orders are goods made to your specification or personalised to your requirements. Under UK consumer law, custom-made items are exempt from the standard return policy unless the goods are faulty or not as described.
- Non-Returnable Conditions for Custom Orders: Custom orders cannot be returned or refunded simply because you have changed your mind. Once the specifications have been agreed upon, the goods are produced to your unique requirements and are not eligible for resale.
- However, if the custom order is faulty, damaged, or does not match the agreed specifications, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.
4. How to Return Your Goods
To initiate a return, please follow these steps:
- Contact our customer service team at hello@elevationscapes.co.uk with your order number and details of the goods you wish to return.
- We will provide instructions on how and where to return the goods.
- Please ensure the goods are securely packaged to avoid damage in transit.
5. Processing Your Refund
- Refunds will be processed to the original payment method within 14 days of us receiving the returned goods, or within 14 days of you providing evidence of return (whichever is sooner).
- If you paid for delivery, we will refund the standard delivery cost (unless you chose an upgraded delivery option).
6. Exclusions
- We do not offer refunds or exchanges on customised items other than under the conditions prescribed above
7. Contact Us
If you have any questions regarding your return or refund, please contact us at hello@elevationscapes.co.uk
- We aim to resolve any issues as quickly and fairly as possible.
This policy complies with UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.