We want you to be completely satisfied with your purchase. This Returns & Refunds Policy outlines your rights and the procedure for returns, in accordance with UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights. Consumers (individuals buying for personal use) have different rights than business customers; this policy is intended for consumer transactions. If you made a purchase in a business capacity, please contact us for assistance as separate terms may apply. 

Cancellation & Change of Mind (14-Day Cooling-Off):

For orders made online consumers in the UK (and EU) have a legal right to cancel the contract within 14 calendar days of receiving the goods, for any reason (or no reason at all). This is provided by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“Consumer Contracts Regulations”). To exercise this right, you must inform us of your decision to cancel within 14 days of the day you receive your order (if your order consists of multiple deliveries, the 14 days start from when you receive the final item). You may notify us by email (see Contact section) clearly stating that you wish to cancel, or by using any cancellation form we provide. You do not have to give a reason for the cancellation, though any feedback is appreciated. After notifying us within the 14-day window, you then have another 14 days to return the goods to us. We will provide the return address and instructions once you contact us to cancel. Please return the items in their original condition (as explained below) and include your order details or invoice to allow us to identify your return. 

If you properly cancel your order under these rules, we will issue you a full refund of the price paid for the goods. We will make the refund within 14 days of receiving the returned goods back. The refund will be made to the same payment method you used for the order, unless otherwise agreed. Important: If you cancel an order before it has been shipped, we will process your refund as soon as possible (usually within 5 business days). If the order is already in transit or delivered, you must return the items first before a refund can be issued, as described. We reserve the right to deduct from your refund if the value of the goods has been diminished by handling beyond what is necessary to inspect the nature, characteristics, and functioning of the goods. In other words, you can examine the product as you would in a store, but if you’ve used it or damaged it, we may reduce the refund to reflect the reduction in value. We will inform you if any deduction will be made, after inspecting the returned item. Note that you are responsible for the cost of returning the goods when you exercise a change-of-mind cancellation, unless we agree otherwise. We do not generally offer free returns for unwanted items, so you will need to pay the postage costs to send the item back to us. We recommend using a tracked or signed-for service for high-value returns, as you bear the risk of loss or damage to goods in return transit. If you do not send back the items within 14 days of cancellation, we may decline your refund or deduct any costs we incur in recovering the goods (we are entitled to do so under the Consumer Contracts Regulations). 

Exclusions – Items Not Eligible for Return (Change of Mind):

Please note that certain products are excluded from the 14-day cancellation right for health, hygiene, or bespoke reasons. The following items cannot be returned for a refund unless faulty: 

• Personalised or custom-made items – any product that is made to your specifications or clearly personalized (e.g. custom-engraved goods, made-to-order items) is exempt from change-of-mind returns. Once produced, such items cannot be resold, so we cannot accept returns on these unless they are defective.  

Return Process (Change of Mind):

To initiate a return, first contact us at mail@eleanorhoughton.com with your order number and request. We will confirm if your item is eligible for return and provide instructions. Pack the item securely in the original packaging (if available). Please include a copy of your invoice or a note with your order number, name, and contact details. You are responsible for shipping the item back to us at the address we provide. We suggest using an insured, trackable shipping service for your protection. Retain your proof of postage. Once we receive the returned item, we will inspect it and process your refund as described. We aim to process refunds within 7 days of receiving the return, and you will receive an email confirmation once done. (Note: the actual refund may take a few additional days to appear in your account due to bank processing times.) If you have not received your refund after we’ve confirmed processing, please first check with your bank or card issuer, as there may be some handling time before the credit is posted. If you still have issues, contact us and we will assist. 

Faulty, Damaged or Not-as-Described Goods:

Our products are intended to arrive in perfect condition and match their description. If you receive an item that is faulty, damaged, or not as described, you are entitled to remedies under the Consumer Rights Act 2015. Within 30 days of delivery, you have the right to reject faulty goods and receive a full refund if the product is not of satisfactory quality, not fit for purpose, or does not match the description. Simply contact us within 30 days of receiving the item to arrange a return. In such cases, we will provide a prepaid return label or arrange collection at our expense – you will not have to pay return postage for faulty/incorrect items. Alternatively, if you prefer to keep the item, we may offer a repair or replacement if feasible. If a defect or problem is discovered after 30 days of delivery but within 6 months, we are entitled to attempt a repair or replacement in the first instance. We will work with you to either fix the issue or send a replacement product. If the repair or replacement is unsuccessful, or cannot be provided within a reasonable time, you are then entitled to a refund. In the rare event a fault becomes apparent after 6 months, you may still have a right to a remedy (up to 6 years under UK law for inherently faulty goods), but the burden of proof may be on you to show the product had an inherent fault. We will assess such cases individually. Please inform us as soon as a defect is noticed, and stop using the product if continued use may worsen the issue. When returning a faulty or incorrect item, please package it safely – if the item is large or not easily returnable by post, we will work out a collection or other solution with you. Upon receiving and verifying the faulty item, we will issue your refund (including any original delivery charge you paid, and any return shipping costs if you incurred them) or send a replacement at no cost. Refunds for faulty goods will be processed as quickly as possible, typically within 7 days of our receipt of the item. Where a partial refund or price reduction is appropriate (for instance, you choose to keep the item despite a minor defect), we will discuss and agree that with you. 

Your Responsibilities (Returns):

When returning any product, whether for cancellation, exchange, or fault, you have a duty to take reasonable care of the goods while they are in your possession. Please handle products gently and only to the extent needed to decide if you wish to keep them. If goods are returned damaged, we reserve the right to deduct an amount from your refund to cover the loss in value. If an item is returned and it is not faulty, we may reduce the refund. We also ask that you return items clean (free of any pet hair, odours, etc. ). We appreciate your cooperation in returning items in re-saleable condition. When you ship a return, the item is your responsibility until it reaches us. So please choose an appropriate shipping method. We cannot refund items that we do not receive, so you may need to file a claim with your postal service if a return is lost in transit. Always retain proof of postage and tracking for your records. If you received a wrong item or missing item, kindly contact us immediately so we can correct the error. Do not open or use an item you believe was sent to you by mistake; we may arrange a swap for the correct item. Finally, abuse of our return policy (such as excessive returns or evidence of fraud) may be flagged and could result in refusal of service for future orders – this is to protect our ability to offer lenient return rights to all customers. We operate in accordance with all legal requirements for returns and cancellations, and this policy is designed to uphold both your rights and our business sustainability.