Refund policy

Returns and Refund Policy

We hope you'll love your Elissa Rua order, but if you change your mind, eligible products may be returned within 14 days of receiving your order.

To arrange a return, please contact us at contact@elissarua.com within 14 days of delivery. Once you have notified us, the item must be returned within a further 14 days.

Made-to-order products

The right of withdrawal does not apply to products made to order for your selected design, device model or product type. This includes our made-to-order tech products, such as phone cases, AirPods cases and iPad covers.

Under Section 111 of the Consumer Rights Act 2022 and Article 16(c) of EU Directive 2011/83/EU, the right of withdrawal does not apply to non-prefabricated goods made on the basis of an individual choice or decision by the consumer, or to goods that are clearly personalised.

Made-to-order products are therefore not eligible for return or exchange due to a change of mind.

This does not affect your statutory rights if an item is faulty, damaged, incorrect or otherwise not as described.

Returning an eligible item

Items should be returned unused and in the condition in which they were received. Please take reasonable care of your order while it is in your possession and when packaging it for return.

We strongly recommend keeping and reusing the original protective packaging where possible. Items should be packed appropriately to prevent damage, marking or creasing during return transit.

If handling beyond what is reasonably necessary to inspect an item results in a reduction in its value, we may make an appropriate deduction from the refund where permitted by law.

You are responsible for the direct cost of returning change-of-mind items to us.

Please contact contact@elissarua.com before returning an item so that we can provide the return address and instructions.

Refunds

Once your return has been received, we will inspect it and process the applicable refund to your original payment method.

Where you exercise your statutory right of withdrawal, your refund will include the price paid for the returned goods and the cost of our least expensive standard delivery option. If you chose a more expensive delivery service, the additional delivery cost is not refundable.

We may withhold reimbursement until we have received the returned goods.

Once a refund has been processed, the time it takes to appear in your account will depend on your bank or payment provider.

Exchanges

We can offer exchanges on eligible products that are not made to order. Please contact us at contact@elissarua.com if you would like to arrange an exchange.

Customers are responsible for the direct cost of returning change-of-mind items and for any difference in price between the original and replacement item.

Made-to-order products cannot be exchanged because of a change of mind or because the wrong device model was selected, so please check your device model carefully before ordering.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty, incorrect or otherwise not as described, please contact us at contact@elissarua.com as soon as possible.

We'll work with you to put things right. Depending on the circumstances, this may include a repair, replacement, price reduction or refund in accordance with your statutory rights.

Please do not return a faulty or incorrect item before contacting us, as we may need to provide specific return instructions.

Gift cards and digital products

Gift cards and certain digital products may not be eligible for change-of-mind returns where an applicable statutory exception applies.

Contact

If you have any questions about a return or refund, please contact us at contact@elissarua.com.