Return & Refund Policy
We pride ourselves on delivering high-quality furniture tailored to your style and business needs. As the majority of our items are made to order, please note that returns are generally not accepted unless the item is faulty. Further details are listed below.
Custom and Bespoke Items
When items are made to bespoke specification, these items are non-returnable and non-refundable, except in cases where the item is found to be faulty or damaged upon delivery.
Custom items include but are not limited to:
o Furniture made to specific dimensions
o Furniture that has been altered in shape or size
o Items built using specially requested materials, fabrics or finishes
o Any furniture altered to request
We strongly encourage all customers to review order details and specifications thoroughly before proceeding with payment and or order confirmation. If any changes are required, contact the team directly, and where possible, they will adjust specifications to avoid issues.
Faulty or Bespoke Items
We always strive to deliver items in perfect condition; however, if upon arrival items are faulty or damaged, please follow the steps below to initiate a return or request a replacement item. Faulty items include those manufactured with defects, damaged through transit or items that do not match the previously agreed upon specifications.
Reporting a fault – if you believe your item to be faulty, please notify us within 3 days of receiving the product.
Contact Details – To report an issue, contact Elite via sales@eliteffe.co.uk or call us on 0141 429 1124. We will ask for photographic evidence of damage or faults to be emailed for our inspection.
Return Process for Faulty Items
Please follow these steps
1 – Initial Contact: Email the team with order details and photographs of the concern.
2 – Return Authorisation: Once approved and understood by our team, you will receive instructions for the return of the items.
3 – Packaging: Place items in the original or equivalent protective packaging to avoid any further damage throughout the return transportation.
4 – Return Shipping: Depending on the location of items, collection or delivery may be preferable. Details of return will be unique to each order.
Once we have received returned goods, the team will assess each fault and confirm if a repair, replacement, partial or full refund will be awarded. This process can take from 7 – 10 days from receipt of returned items, ensuring that the appropriate craftsmen assess the items of concern.
Non-Returnable Items
As stated above, the following items are non-returnable unless faulty.
· Custom or Bespoke Furniture: this includes items built to your specification, such as changes to sizes, materials or finishing details.
· Clearance or Sale Items: Any items sold as part of a clearance or sale are final and cannot be returned unless defective.
· Special-Order Items: any product not part of our standard range or items, or built specifically for you, including headboards, beds, seating and soft furnishings.
We are happy to answer any questions about our non-returnable items before you make any purchases. Simply ask the team before placing your order.
Cancellations
We understand that circumstances can change throughout the refurbishment process. Generally, cancellations can be accepted within 24 hours of order confirmation. After this period, production may have started, and we will be unable to cancel your order. As always, contact the team as soon as possible when a change in circumstance has occurred.