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Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers may cancel an online order within fourteen (14) calendar days of receiving the product, without providing a reason.
ELYROA also offers an extended commercial returns period, allowing customers to request a return within thirty (30) calendar days of receiving the product, subject to the conditions set out in this policy.
The cancellation period begins on the day the customer, or a person nominated by the customer other than the carrier, takes physical possession of the product. Where several products from the same order are delivered separately, the period begins upon receipt of the final product.
To exercise the legal right to cancel or request a return under ELYROA’s extended returns policy, the customer must notify ELYROA within the applicable period:
The customer may use any clear statement confirming their decision to cancel or return the order.
After exercising the legal right to cancel, the customer must return the product without undue delay and no later than fourteen (14) calendar days after notifying ELYROA of the cancellation.
The product must be returned complete and accompanied by all accessories and instructions supplied with it. Where reasonably possible, it should also be returned in its original packaging.
The customer may handle the product only to the extent reasonably necessary to establish its nature, characteristics and operation. ELYROA may make an appropriate deduction from the refund if the product has lost value as a result of handling beyond what would reasonably be permitted in a physical shop.
For return requests made after the statutory fourteen-day cancellation period but within ELYROA’s thirty-day commercial returns period, the product must be complete, undamaged and in a condition suitable for resale, together with all accessories and instructions. Where reasonably possible, it should be returned in its original packaging.
Return costs are the customer’s responsibility when returning a product because they have changed their mind. Due to its size after unpacking, a sofa bed may require a specialist or large-item carrier and may not be suitable for return by standard post.
Return costs are covered by ELYROA where the product is confirmed as faulty, damaged or not as described, or where applicable law requires ELYROA to cover those costs.
Before returning any product, the customer must contact ELYROA at contact@elyroa.com to receive the applicable return instructions and return address. Sending a product without prior instructions or to an address other than the one provided by ELYROA may delay the processing of the return.
Customer service generally responds to return requests within 24 to 48 hours.
If a product arrives damaged, is faulty, does not match its description or is not the product ordered, the customer should contact ELYROA at contact@elyroa.com, providing the order number and a description of the issue.
Where possible, the customer is invited to provide photographs or videos to help ELYROA assess and process the request. This does not limit the customer’s statutory rights.
Depending on the circumstances and the customer’s applicable statutory rights, ELYROA may offer a repair, replacement, price reduction or refund. Reasonable return costs for a product confirmed as faulty, damaged or incorrect will be covered by ELYROA.
When the customer validly exercises their statutory right to cancel, ELYROA will issue the refund without undue delay and no later than fourteen (14) calendar days after being informed of the cancellation.
ELYROA may withhold the refund until the returned product has been received or until the customer provides evidence that it has been sent back, whichever occurs first.
The refund includes the amount paid for the product and any standard delivery charge paid when placing the order. Additional costs resulting from the customer selecting a more expensive delivery method are not refundable.
For returns requested under ELYROA’s extended commercial returns policy between the fifteenth (15th) and thirtieth (30th) day following delivery, the refund will be issued after the returned product has been received and inspected, provided that the conditions of this policy have been met.
Refunds are issued to the original payment method unless the customer expressly agrees to another method that does not result in additional charges.
The right to cancel does not apply to products made to the customer’s specifications or clearly personalised, except where the product is faulty, damaged, not as described or where another statutory right applies.
This Returns and Refund Policy does not limit or exclude any mandatory rights available to customers under applicable UK consumer law.