Refund policy
Return & Refund Policy
General Return & Refund Policy
At The Èlliance, we take pride in crafting high-quality, personalized products. Our return and refund policy varies between personalized and non-personalized orders.
Personalized Orders
Due to the bespoke nature of personalized orders, which include custom engravings and design elements, we do not accept returns or offer refunds once an order has been processed. Each product is made to your specific requirements.
Non-Personalized Orders
For non-personalized items, you may return the product within 14 days of delivery for a full refund or exchange, provided the item is unused and in its original condition. Please contact us at info@the-elliance.com to initiate a return for non-personalized orders.
Custom Orders
Custom orders that are tailored to your specifications but do not include personalization (e.g., custom designs without engraving) are non-returnable once production begins. If there is an issue with your custom order, please contact us within 7 days of delivery at info@the-elliance.com. We will review the issue and may offer a replacement or repair as appropriate.
Defective Products
If you receive a defective product, please contact us within 7 days of delivery at info@the-elliance.com. Provide detailed information and photographs of the defect. We will assess the issue and may offer a replacement or repair. Defective products are defined as those with manufacturing flaws or functional issues that prevent normal use.
Damaged Products
In the event that your order arrives damaged, notify us within 7 days of delivery at info@the-elliance.com. Include detailed information and photos of the damage. We will review the situation and may offer a replacement or repair. Damage claims must be reported promptly to ensure a swift resolution.
Incorrect Items
If you receive an incorrect item, contact us within 7 days of delivery at info@the-elliance.com. Provide detailed information and photos of the incorrect item. We will investigate and arrange for the correct item to be sent to you at no additional cost.
Order Cancellations
Orders can be canceled only before production begins. Once production has started, we are unable to cancel or modify the order. If you need to cancel an order, contact us immediately. We will check the status and assist where possible.
Refund Method
Refunds will typically be issued to the original payment method (e.g., the card used for payment).
Alternatively, refunds can be processed based on details provided by the buyer.
Refund Period
Approved refunds will be processed within 10 business days from the date of confirmation
Return Process
- Contact Us: Email us at info@the-elliance.com with your order number, issue description, and any relevant photos.
- Assessment: We will review your request and determine the appropriate solution, whether it's a replacement, repair, or refund.
- Resolution: If your request is approved, we will provide instructions for returning the product (if necessary) and arrange for the replacement or refund.
Shipping Costs
- For defective, damaged, or incorrect items, The Èlliance will cover 100% of the product and return shipping costs.
- For other reasons, return shipping costs are the customer's responsibility.
Note: Personalized products cannot be returned or exchanged unless they arrive damaged or incorrect. Please review all customization details carefully before placing your order to ensure accuracy.
Contact Information For any questions or concerns about returns or refunds, please reach out to our customer service team at info@the-elliance.com. We are dedicated to ensuring your satisfaction and will assist you promptly.