Refund policy

Elroel UK Terms and Conditions of Purchase and Sale Effective Date: 30th July 2025

 

These Terms and Conditions ("Terms") govern any purchase made through our website ("Website") and our official sales channels, including TikTok Shop UK, Amazon UK, and Instagram Shopping. By placing an order, you agree to these Terms. Please read them carefully.

 

1. About Us

ELROEL UK is operated by Shelysa Ltd, a company incorporated in England and Wales

Email: sales@elroel.co.uk

 

2. Orders

  • We only accept orders for delivery within the United Kingdom.
  • Completion of the checkout process does not confirm acceptance of your order.
  • We reserve the right to refuse or cancel orders due to stock availability, pricing errors, or suspected fraudulent or reseller activity.
  • Orders placed through TikTok Shop UK, Amazon UK, and Instagram Shopping are subject to these Terms, unless the respective platform's policies override them (e.g., Amazon’s A-to-Z Guarantee or TikTok Shop’s return rules). Where there’s a conflict, UK consumer law will take precedence, and we aim to honour the most customer-friendly outcome.

You will receive a confirmation email once we have processed and accepted your order.

 

3. Price & Payment

  • All prices are inclusive of VAT.
  • Payment methods accepted include major credit/debit cards, PayPal, and any other options shown at checkout.
  • We retain ownership of all goods until full payment is received.

 

4. Delivery

  • Delivery fees and estimated timelines will be displayed at checkout.
  • Risk transfers to the buyer upon shipment.
  • Please double-check your delivery address; we are not responsible for incorrect entries.

 

5. Returns and Cancellations

Your Right to Cancel (Cooling-Off Period)

You have the right to cancel your order within 14 calendar days of receiving the goods. Contact us at sales@elroel.co.uk to notify us of your decision. You then have another 14 days to return the goods.

Conditions

  • Returned products must be unused, unopened, and in original sealed packaging.
  • Due to hygiene standards, we do not accept returns of opened cosmetics.
  • Return postage is the responsibility of the customer unless the item is faulty or misdescribed.

Change of Mind
If you change your mind after the item has been delivered, we may accept a return provided the product is in perfect, unopened condition. Refunds will be issued minus a £10 charge, which covers fulfillment, administration, and shipment costs. The customer is responsible for returning the goods.

Faulty, Damaged, or Misdescribed Products
If an item is faulty, damaged, or not as described, please contact us within 7 days of delivery. We will offer a replacement and cover all return costs, once the issue has been verified.

 

6. Refunds

  • Refunds are processed to the original payment method within 14 days of receiving the returned goods.
  • If items show signs of use or damage, we may reduce the refund accordingly.

 

7. Resale Prohibited

All products are sold for personal use only. We reserve the right to cancel or restrict orders suspected of being intended for resale.

 

8. Legal Rights

Nothing in these Terms affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

 

9. Disputes & Jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes may be brought in the courts of England, or if you reside in Scotland or Northern Ireland, in the appropriate local courts.

 

10. Contact

If you have any questions about your order, your rights, or these Terms, please contact us:

Email: sales@elroel.co.uk