Refund policy

Returns & Damaged Items Policy

Last Updated: [Insert Date]

At House of Elza, we take great care in packaging and inspecting every order. Due to hygiene considerations and the nature of jewellery products, we operate a strict damaged-items-only return policy, subject to the conditions below.

1. Damaged Items on Arrival

If your item arrives damaged, you must notify us within 48 hours of delivery.

You must contact us at: houseofelza.uk@gmail.com

Your email must include:

  • Your full name

  • Order number

  • Clear photographs of the damaged item

  • Photographs of the external packaging

  • Photographs of the internal packaging

Failure to notify us within 48 hours may result in the claim being declined, as we are unable to raise damage claims with couriers beyond this timeframe.

2. Return Window for Approved Damage Claims

If your damage claim is approved, the item must be returned to us within 7 days of delivery.

Returned items must:

  • Be unused and unworn

  • Be returned in original packaging

  • Include all original components

We reserve the right to refuse returns that show signs of wear, misuse, or tampering.

3. Change of Mind & Non-Damaged Items

We do not accept returns or exchanges for:

  • Change of mind

  • Incorrect selection

  • Personal preference

  • Minor variations in colour due to lighting or screen display

  • Items that have been worn

Due to hygiene reasons, earrings are non-returnable unless faulty.

4. Refund Process

Once the returned item is received and inspected:

  • If approved, a refund will be issued to the original payment method

  • Refunds will be processed within 14 days of receiving the returned goods

We reserve the right to deduct reasonable costs if returned items show signs of use beyond necessary inspection.

5. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

If goods are found to be faulty, not as described, or not of satisfactory quality, you may be entitled to remedies in accordance with UK consumer law.

6. Non-Returnable Situations

We are not responsible for:

  • Damage caused after delivery

  • Normal wear and tear

  • Improper storage

  • Accidental damage

  • Third-party alterations