Returns & Refund Policy

Last Updated: 5 July 2026

At Elnico, we take great pride in manufacturing high-quality CNC-cut event décor, display products and accessories. As many of our products are made to order, please read this policy carefully before placing your order.

This policy does not affect your statutory rights under UK consumer law.

1. Made-to-Order & Personalised Products

The majority of our products are manufactured specifically for each customer once an order has been placed.

Under the Consumer Contracts Regulations 2013, made-to-order and personalised products are generally exempt from the standard 14-day cancellation period.

Unless an item is faulty, damaged or supplied incorrectly, we are unable to accept returns or offer refunds for these products.

2. Standard (Non-Personalised) Products

If you purchase a standard, non-customised product, you may request a return within 14 days of receiving your order.

Returned items must:

• be unused;
• be in their original condition;
• include all original packaging where possible; and
• be suitable for resale.

Customers are responsible for the cost of returning unwanted items unless the product is faulty or incorrectly supplied.

3. Damaged Deliveries

Please inspect your delivery as soon as it arrives.

If your parcel arrives damaged:

• Photograph the outer packaging before opening.
• Photograph the internal packaging.
• Photograph the damaged product.
• Keep all packaging materials.
• Contact us within 24 hours of delivery.

Prompt notification helps us process claims with our delivery partners.

Failure to provide sufficient photographic evidence may delay or prevent a claim from being accepted.

4. Faulty or Incorrect Items

If you receive an item that is faulty, damaged during manufacture or not what you ordered, please contact us as soon as possible.

We may ask you to provide photographs to help assess the issue.

Where appropriate, we will:

• repair the product;
• replace the product;
• supply replacement parts; or
• issue a full or partial refund, depending on the circumstances and your legal rights.

5. Cancellations

Orders may be cancelled before production has begun.

Once manufacturing has started, cancellation may no longer be possible because materials and labour have already been committed to your order.

If you need to cancel an order, please contact us as soon as possible.

6. Refunds

Where a refund is approved, it will be processed using the original payment method.

Please allow up to 10 business days for the refund to appear in your account after it has been processed, although this may vary depending on your payment provider.

7. Return Shipping

Unless an item is faulty or supplied incorrectly:

• customers are responsible for return postage costs;
• returned items remain the customer's responsibility until they reach us; and
• we recommend using a tracked and insured delivery service for valuable items.

8. Items That Cannot Be Returned

We are unable to accept returns for:

• made-to-order products;
• personalised products;
• customised products;
• products damaged through misuse, improper storage or incorrect assembly;
• products modified after delivery; or
• items returned in an unsaleable condition.

9. Missing Items

If you believe part of your order is missing, please notify us within 48 hours of receiving your delivery.

We will investigate and resolve the issue as quickly as possible.

10. Your Consumer Rights

Nothing in this policy limits or excludes your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

11. Contact Us

If you have any questions regarding returns, refunds or an existing order, please contact us using the details provided on our Contact page.

Our team will always do their best to resolve any issues quickly and fairly.