Refund policy
Elmridge Home accepts returns of both defective and non-defective goods. Our 30-day returns policy is in addition to your statutory UK consumer rights.
30-day return period
Contact us within 30 calendar days after delivery to request a return or direct exchange. Day one is the day after you receive the goods. For a non-defective return, the item should be complete, reasonably handled and in a condition suitable for return. You may open the packaging and inspect the product as you would in a shop. Original packaging is not compulsory. Use suitable protective packaging for the return.
Faulty, damaged, incorrect or misdescribed goods are eligible for the remedies required by law. Packaging, reasonable inspection and the expiry of our voluntary 30-day period do not remove those rights.
How to return an item
- Email support@shopelmridge.com with your order number, the item and whether you would like a refund or a direct exchange. You do not need to give a reason for a statutory cancellation.
- We provide return authorisation, the correct return destination, a prepaid return label and a return slip. Contact customer service to obtain the return slip, then download and print it.
- Send the goods back within 14 calendar days after receiving return authorisation. We pay the return shipping costs. Keep your proof of posting.
- Include the printed return slip where possible. If you cannot print it, contact us for another arrangement. Lack of a printed slip does not invalidate your statutory rights.
Our published company address is the company contact address. Please obtain the designated return destination from customer service before posting a return.
Your 14-day statutory cancellation right
For an online purchase, you may cancel without giving a reason by notifying us within 14 calendar days after delivery. Email support@shopelmridge.com or send a clear cancellation statement to our company address. For one order delivered in separate consignments, the cancellation period begins after the last item is received.
Return the goods within 14 calendar days after notifying us of cancellation. You do not need prior authorisation to exercise this right, and any delay in our reply does not change the notification date or reduce your rights. We provide prepaid return shipping.
Optional cancellation statement
You may use this wording, but it is not compulsory:
To: ELMRIDGE COMMERCE LLC, 940 Center St, Bowling Green, KY 42101, United States; email: support@shopelmridge.com.
I hereby give notice that I cancel my contract for the following goods: [goods].
Order number: [number]. Ordered on: [date]. Received on: [date].
Customer name: [name]. Customer address: [address]. Date: [date].
Signature: [only if sending on paper].
Return costs and refund amount
We pay return and exchange shipping costs for defective and non-defective goods. We do not charge a restocking fee or a refund administration fee. Eligible refunds cover the full price paid for the returned item. UK standard delivery is free, so there is no standard delivery charge to deduct.
Refund processing
We issue your refund to the original payment method within 5 calendar days after receiving the returned goods. For a statutory cancellation, this period starts when we receive the goods or valid evidence that you have sent them back, whichever is earlier. We do not delay a legally due refund while completing an inspection.
After we issue a refund, your bank or payment provider may take an additional 3–10 working days to credit your account. We provide refund confirmation and help you trace the payment if it has not arrived.
If we agree to refund without requiring the goods to be returned, we issue the refund within 5 calendar days of confirming that arrangement. Inspection or internal administration will not extend this deadline.
Direct exchanges
Direct exchanges are available. Request an exchange within 30 calendar days after delivery, then return the item within 14 calendar days after authorisation. We provide prepaid return shipping and pay for sending the replacement. We process the exchange within 1–2 working days after receiving the returned item and dispatch the replacement with a 3–5 working-day transit estimate.
If your requested replacement is unavailable, you may choose another suitable item or receive a refund. We confirm any price difference before proceeding. We refund a lower-priced difference within 5 calendar days; a higher-priced difference is payable only with your agreement. A legal remedy for faulty goods remains available regardless of stock availability.
Faulty, damaged or incorrect goods
Contact support@shopelmridge.com as soon as you notice a problem, with your order number and a description. Photos may help us arrange the appropriate remedy, but we will offer another way to assess the issue if photos are unavailable. We pay the costs of the agreed return, repair or replacement. UK rights concerning satisfactory quality, fitness for purpose and goods matching their description remain fully available, including the short-term right to reject faulty goods where applicable.
Cancellation and order changes before dispatch
You may request cancellation before dispatch. Contact customer service for changes to your delivery address or order; changes can only be processed before dispatch. A confirmed pre-dispatch cancellation is refunded within 5 calendar days to the original payment method. If the order has already been dispatched, we help you use the applicable cancellation or return process.
ELMRIDGE COMMERCE LLC is your seller and remains responsible for product information, order fulfilment, delivery support, returns, exchanges and refunds. We coordinate these services directly and do not transfer our responsibilities to the customer or require the customer to resolve our service obligations with a carrier, manufacturer or payment provider.
Company and customer support
| Store | Elmridge Home |
|---|---|
| Legal company name | ELMRIDGE COMMERCE LLC |
| Company established | 16 September 2026 |
| Company address | 940 Center St, Bowling Green, KY 42101, United States |
| Website | shopelmridge.com |
| support@shopelmridge.com | |
| Telephone | +1 303 941 4201 |
| Customer service | Monday to Friday, 09:00–17:00 UK time (Europe/London, GMT or BST as applicable) |
We do not process orders, returns, exchanges or refunds on weekends or UK public holidays. Calendar-day deadlines in these policies still apply. We arrange processing in advance where necessary to meet those deadlines.