Returns & Refund Policy

We want you and your pet to be happy with every order. This policy sits alongside your legal rights under UK consumer law and never replaces them.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order for any reason within 14 days of receiving it — no reason required. To cancel, email us at support@elzory.co.uk with your order number. You then have a further 14 days to send the goods back to us.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the item to us. We recommend using a tracked service and keeping your proof of postage, as we can't refund items we don't receive.

If your item is faulty, damaged or not as described, we cover the cost of return — you will never be charged to send back an item that arrived in poor condition or wasn't what you ordered.

Condition of returns

Please return items unused and in their original condition and packaging where possible. We may reduce your refund to reflect any loss in value caused by handling beyond what's necessary to inspect the item.

Refunds

Once we've received your return — or your proof of postage — we'll refund you within 14 days, to your original payment method. Your refund will include the standard outbound delivery charge you originally paid. If you chose a premium or express delivery upgrade, we refund the cost of standard delivery.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If something's wrong:

• Within 30 days of receiving it, you can return a faulty item for a full refund.
• After 30 days, you're entitled to a repair or a replacement.

Email support@elzory.co.uk with your order number and a photo of the issue, and we'll put it right at no cost to you, including return postage.

Exceptions

The 14-day change-of-mind cancellation right doesn't apply to certain items, including personalised or made-to-order goods, perishable products, and sealed health or hygiene items once they've been unsealed. This does not affect your rights if an item is faulty.

How to start a return

Email support@elzory.co.uk with your order number and we'll guide you through it.