Refund policy

You can tell us you want to cancel a standard listed light from the day you order until 30 days after it arrives. This is our store offer; your statutory cancellation right is at least 14 days after delivery. If one order arrives in several parcels, the period runs from the last parcel. A product's longer lead time or a "made to order" description does not by itself remove your cancellation rights.

How to cancel or request a return

Email contact@elais.ai with your order number and a clear statement that you want to cancel or return an item. You do not have to give a reason. Your cancellation takes effect when you tell us; it does not wait for a return reference. We will reply with the correct return address and instructions for that item. Return destinations vary by supplier and may be outside the UK, so please do not send an item to an address printed on its parcel without checking with us first.

If the item has arrived, send it back within 14 days of telling us you want to cancel. Please pack it securely and keep proof of posting. You may use a courier of your choice. If you need help arranging a return, ask us.

Change-of-mind return costs

For an item that can normally be returned by post, you pay the direct return postage charged by the courier you choose. If you ask us to arrange a return label, we will tell you its direct cost first and only deduct that cost from your refund if you agree.

For an item too large or heavy to return by normal post, we will state the expected return cost before you order if we expect you to pay it. Where we have not given that information before purchase, we will arrange and pay for a reasonable return or collection. If you ordered under an earlier policy that promised a lower return-carriage limit, that promise still applies to your order.

We do not charge a cancellation or restocking fee. If an item is faulty, damaged on arrival or not as described, the return is ours to arrange and pay for.

Condition and refunds

You may unpack and inspect a light as you would in a shop. If handling beyond that has reduced its value, we may make a deduction reflecting the actual loss in value where the law permits it. We will explain any deduction in writing. Please keep all parts and use protective packaging for a return.

We refund to the original payment method without undue delay. If you are returning goods, we refund no later than 14 days after we receive them or you give us evidence that you sent them back, whichever is earlier. If the order is cancelled before dispatch and there are no goods to return, we refund within 14 days of your cancellation. Any standard outward delivery charge you paid is included in the refund; our current standard UK delivery charge is free.

Faulty, damaged or incorrect items

If an item arrives damaged, faulty or different from what you ordered, email contact@elais.ai with your order number and photographs if available. We will arrange a remedy and cover reasonable return or collection costs. Photographs help us act quickly but do not replace your legal rights. Goods must be as described, fit for purpose and of satisfactory quality. You can reject faulty goods within 30 days of delivery for a full refund. After that, repair, replacement or refund rights may still apply. This policy does not limit your rights under the Consumer Rights Act 2015.

Personalised goods

A standard colour, size or other option offered on a product page is still covered by the cancellation terms above, even if the supplier prepares it after you order. A product made to your own measurements or personalised design may have a legal cancellation exception. If we ever offer one, we will identify the exception clearly before you buy. Faulty or misdescribed goods remain covered by your statutory rights.

Cancellation form

An email with your order number is enough. If you prefer the model form, send the details below to contact@elais.ai or Cheragh, Carrer del Cardener 44, 08024 Barcelona, Spain.

I/We hereby give notice that I/we cancel my/our contract for these goods: [describe item]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Date: [date].