Return policy

1. Returns

If you are not satisfied with your order, you have the right to return the item(s) within 30 days of delivery. Please ensure the following conditions are met:

The item is unused, in its original condition, and in original packaging.

All tags, components, and accessories must be included.

Hygiene-related products must be returned clean and unused.

Defects or damages must be reported within 24 hours of delivery.

Return shipping costs are the customer's responsibility.

Returns must be sent with track & trace, and the tracking link must be provided to our support team after shipment.

Returns are processed within 7 working days once received and approved.

We reserve the right to reject returns if the item shows signs of use or damage beyond our responsibility.

Important:
We do not offer free returns. To make sure your return can be processed correctly, please contact us before sending your item back. We will then provide the correct return address and instructions. Returns sent without contacting us first, or sent to the address shown on the parcel, may not be processed.

2. How To Initiate A Return

To initiate a return, please send an email to  info@ellismoore.com  with the following information:

Order number

Full name

Delivery address

Reason for return

Photo(s) of the product (if applicable)

Once your request has been reviewed, we will provide you with the correct return address.
Please do not send returns to the shipping address on your parcel. Unauthorised returns cannot be processed.

3. Cancellation Policy

Due to our automated fulfilment system, orders are forwarded for processing immediately after they are placed.
Cancellation is only possible within 1 hour of placing the order.

After the 1-hour window has passed, the order can no longer be cancelled. If you still wish to cancel, you may return the item once received, following the standard return process. Return shipping costs remain your responsibility.

To request a cancellation within the 1-hour window, please contact our support team immediately at  info@ellismoore.com. 

4. Withdrawal Rights

Under consumer rights legislation, you are entitled to withdraw from your purchase within 30 days of receiving your order, without giving any reason. However, due to our automated processing, cancellation during shipment is not possible.

If you wish to withdraw, please wait until the goods arrive and initiate a return request as described above.

5. Refunds

Once we have received and approved your returned item(s), we will issue a refund within 30 days, using the original payment method.
Please note that original shipping and return costs are non-refundable unless the item was received damaged or faulty.

6. Return Address & Processing

All returns must be sent to our central warehouse in Asia. The exact return address will be shared once your return request has been approved.
Customers are fully responsible for return shipping costs and tracking.