As a valued customer of Ellis Excellence you are fully entitled to 30 calendar days to cancel your order because you have changed your mind. This 30-day cancellation period starts from the day you receive all the items in your order. Find more about how to return your item(s) at number 2.
1. FAULTY GOODS
If you notice an issue with your order, you’re entitled to a free return. Please make sure you don’t use any faulty items after finding the fault, or we may not be able to provide a refund.
Please return your item(s) to us within 30 days after finding the issue and remember to get in touch before returning. You can do this by calling us on 01908 316455, or emailing us on info@ellisexcellence.com
We do our upmost to make sure you get all the items you ordered at the high standard you expect. Unfortunately, we have lots of items to pack and once in a while we do get it wrong. If you don’t get the item you ordered, you can of course return to us free of charge, either for an exchange for the correct part of a full refund. Just get in touch with us and we’ll get this sorted for you.
2. HOW DO I RETURN AN ITEM?
1. Please repack up the items, either in the original packaging or in a strong secure, waterproof packaging.
Many of the items we sell are bulky and heavy. It doesn’t take much for a bag to split and nuts and bolts go everywhere. We want to make sure you receive your refund in full, so please take care to package everything up well. If your item goes missing en route to us, we’re not liable for it.
2. Make sure you include a note in the parcel
Many of our items look the same. We need to know who’s sent what back, so please include a quick note in the parcel with some information, so we know who it’s from. Preferably your full name and order number.
3. Send back using any courier of your choice to the following address,
Ellis Excellence, Unit 6 Erica Road, Stacey Bushes, Milton Keynes, Buckinghamshire, England, MK12 6HS
If you have a tracking number or delivery confirmation number, please keep this safe.
3. WHAT IF MY ITEMS ARE USED?
This part is very important. We cannot accept returns that are used or damaged in any way. If you return any parts to us that are scratched, damaged or soiled with dirt or grease, chances are we won’t be able to refund.
To avoid this happening, when you get your parts from us it’s important to check you’ve bought the correct part. First, inspect the part visually to make sure it’s what you need. If you’ve bought a wheel fixing, please first only fit one to make sure everything is as it should be. We understand that most of the time you need to fit a part to see if it’s the right one. That’s why if you follow these steps and must return, we’re happy to refund if just one of the wheel fixings is used. It’s unlikely we’ll be able to refund if all of them have been fitted to the car, even if just done temporarily.
4. CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?
We know finding the right parts can be difficult, and it may just be you made a slight error and you need to exchange for the correct part. If the parts you need are the same price, we’re happy to exchange the item for you and get the correct parts sent out. We’ll pick and pack the item for free for you, all we ask if that you cover our shipping costs.
5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
We try to get your refund to you as soon as possible. Providing you’ve followed our policy, we aim to get all refunds to you within 1-3 days after we receive them back.
On receiving your return, the next step is for us to check the item(s). Once our checks are complete we’ll refund back to your payment method. The funds should appear on your bank statement in up to 7 working days (how long depends on your card issuer).
If your return has not been credited within 7 days of sending your parcel to us, we may have missed something, so get in contact and we’ll investigate it for you.