Refund & Return Policy

Return & Refund Policy

Last updated: 26 June 2026

At Ellor Vieri, customer satisfaction is one of our priorities. If you are not completely satisfied with your purchase, we offer a clear, fair, and transparent return process while respecting applicable consumer protection laws.

1. Return Policy

We offer a 30-day return window for faulty, damaged or incorrectly supplied items from the date of delivery.

For returns due to a change of mind, we offer a 14-day cancellation period from the date of delivery, in accordance with applicable consumer protection laws, including the EU Consumer Rights Directive.

In all cases, please contact our Customer Support Team before sending any item back.

Email: support@ellorvieri.com
Phone: +44 7348 950684

2. Return Conditions

To qualify for a return, items must:

Be unused, unworn, and unwashed.
Be returned in their original condition.
Include all original tags, accessories, and packaging where applicable.
Be accompanied by proof of purchase.

Returned items will be inspected upon arrival. If a returned product shows signs of use, damage caused after delivery, missing parts, or otherwise does not meet our return conditions, we reserve the right to refuse the return or, where permitted by applicable law, issue a partial refund.

3. Return Shipping Costs

If you are returning an item because you changed your mind, you are responsible for the return shipping costs.

If your item is faulty, damaged upon arrival, or you received the wrong product, Ellor Vieri will cover all reasonable return shipping costs and, where applicable, the cost of sending a replacement item.

We recommend using a tracked shipping service when returning products, as we cannot accept responsibility for items lost during return transit.

4. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome by email.

If your return is approved, your refund will be issued to your original payment method within 14 days.

Original shipping charges are non-refundable unless the return results from our error or the item is confirmed to be faulty.

Depending on your payment provider, it may take several additional business days for the refunded amount to appear in your account.

5. Faulty, Damaged or Incorrect Items

We take product quality seriously. If your order arrives damaged, defective, or you receive the wrong item, please contact us within 30 days of delivery so we can resolve the issue as quickly as possible.

This does not affect any statutory rights you may have under applicable consumer protection laws.

Where appropriate, we will offer one of the following remedies:

A replacement item;
A repair (where applicable);
A full refund.

All reasonable return shipping costs in these cases will be covered by Ellor Vieri.

6. Non-Returnable Items

Returns cannot be accepted for:

Products that have been used, worn, washed, or altered.
Personalised or custom-made products.
Items returned outside the applicable return period without prior authorisation.
Products damaged due to misuse, improper care, accidents, or normal wear and tear.

7. Return Instructions

Please do not send any item back without contacting us first. After your return request has been reviewed, we will provide the appropriate return instructions and return address.

Returns sent without prior authorisation may experience delays in processing or may be refused.

8. Contact Us

If you have any questions regarding returns or refunds, our Customer Support Team is available to assist you.

Ellor Group Ltd
Company Number: SC890015
Trading as Ellor Vieri
Pinnacle House Business Centre, Linlithgow Bridge
Ground and First Floor, Linlithgow
West Lothian, United Kingdom EH49 7SF

Email: support@ellorvieri.com
Phone: +44 7348 950684

We are committed to providing fast, professional, and transparent customer support throughout the return and refund process.