Refund policy

Return and Refund Policy for ELITE'S HORIZON LTD

Last Updated: 17 February 2026

Company Details:

Company Name: ELITE'S HORIZON LTD
Company Number: 16683211
Registered Address: 56a Chapel Street, Chorley, Lancashire, England, PR7 1BS
Contact Email: eliteshorizon@eliteshorizon.co.uk
Contact Phone: +44 7782 262169

Introduction
Definitions
Your Right to Cancel (Cooling-Off Period)
Returns for Faulty, Defective, or Incorrect Items
Change of Mind Returns
Non-Returnable Items
Timeframes for Returns
Return Process
Condition of Returned Items
Refund Process
Shipping Costs for Returns
Exchanges
Cancellations
Consumer Rights Under UK Law
How to Initiate a Return
Contact Information

1. Introduction

At ELITE'S HORIZON LTD, we want you to be completely satisfied with your purchase. This Return Policy explains your rights and the process for returning items purchased from us. Please read this policy carefully before making a purchase.

This policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

2. Definitions

"We", "us", "our" – ELITE'S HORIZON LTD (Company number 16683211)
"You", "your", "customer" – The person purchasing goods or services from us
"Goods" – Products purchased from our website
"Order" – Your purchase of goods from us
"Cooling-off period" – The 14-day period during which you can cancel your order for a full refund
"Consumer" – An individual acting for purposes wholly or mainly outside their trade, business, craft, or profession

3. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, when you buy goods from us online, you have the legal right to cancel your order within 14 days without giving any reason.

Key Points:

The cancellation period expires 14 days after the day you (or someone you nominate) receives the goods
If multiple goods are ordered in one order but delivered separately, the 14-day period runs from the day you receive the last item
If you cancel within this period, you will receive a full refund including standard delivery costs
You are responsible for the cost of returning the goods unless the item is faulty or incorrect

4. Returns for Faulty, Defective, or Incorrect Items

Under the Consumer Rights Act 2015, all goods must be:

Of satisfactory quality – Free from defects and finish that you would expect
Fit for purpose – Suitable for the purpose they were designed for
As described – Match any description given on our website

If your item is faulty, defective, or doesn't match the description:

Your Rights:

Within 30 days of purchase: You have the right to reject the goods and get a full refund
Within 6 months of purchase: We must repair or replace the item unless it's impossible or disproportionate. If we can't, you're entitled to a price reduction or refund
After 6 months: You may still be entitled to a repair or replacement, but you may need to prove the fault existed at the time of delivery

Timeframes for Response:

We will respond to your faulty goods claim within 14 days
If we accept the return, we will process your refund within 14 days of receiving the returned goods
If we need to inspect the item, we will complete this within a reasonable timeframe and keep you informed

5. Change of Mind Returns

If you change your mind about a purchase, you may return the item provided:

Eligibility Criteria:

You notify us within 14 days of receiving the goods
The item is unused, unopened, and in its original packaging
The item is in resalable condition with all tags attached
You return the item within 14 days of notifying us

Important Notes:

You are responsible for return shipping costs
We recommend using a tracked shipping service as you are responsible for the item until it reaches us
Original shipping costs will be refunded, but only the standard delivery cost (not expedited shipping fees)

6. Non-Returnable Items

Due to hygiene, health, or other reasons, certain items cannot be returned unless faulty. These include:

Perishable goods (food, flowers, etc.)
Personalised or custom-made items
Items that have been unsealed where hygiene is a concern (cosmetics, underwear, swimwear, earrings)
Digital downloads or software once the seal is broken
Newspapers, magazines, or periodicals
Gift cards or vouchers
Items on final sale or marked "non-returnable" at the time of purchase
Items damaged by misuse, accident, or normal wear and tear

7. Timeframes for Returns

Reason for Return	Notification Period	Return Period	Refund Timeline
Faulty/defective	Up to 30 days for full refund	14 days after approval	Within 14 days of receipt
Change of mind	Within 14 days of receipt	Within 14 days of notification	Within 14 days of receipt
Incorrect item sent	Within 30 days	14 days after approval	Within 14 days of receipt
Damaged in transit	Within 48 hours of delivery	14 days after approval	Within 14 days of receipt

8. Return Process

To return an item, please follow these steps:

Step 1: Contact Us

Email us at eliteshorizon@eliteshorizon.co.uk or call +44 7782 262169
Provide your order number, the item(s) you wish to return, and the reason for return
Include photos if the item is damaged or faulty

Step 2: Receive Return Authorization

We will respond within 2 business days
If approved, we will provide you with a Return Merchandise Authorization (RMA) number
Do not return items without an RMA number as this may delay processing

Step 3: Pack the Item Securely

Use the original packaging if possible
Include all accessories, manuals, and tags
Write your RMA number clearly on the outside of the package
Keep your proof of postage until your refund is processed

Step 4: Ship the Item

Send the package to:
ELITE'S HORIZON LTD
Returns Department
56a Chapel Street
Chorley
Lancashire
PR7 1BS
United Kingdom
We recommend using a tracked and insured shipping service

9. Condition of Returned Items

To qualify for a refund, items must be returned in their original condition:

Acceptable Condition:

Unused and unwashed
Original packaging intact and undamaged
All tags still attached
Includes all accessories, manuals, and free gifts received with the item
Free from odors, pet hair, or stains

Unacceptable Condition:

Items showing signs of wear or use
Damaged packaging that affects resale value
Missing accessories or parts
Items returned without original tags
Items that have been altered or modified

If items are returned in unacceptable condition, we reserve the right to:

Refuse the refund
Charge a restocking fee of up to 20%
Return the item to you at your expense

10. Refund Process

Once we receive your returned item:

Inspection

We will inspect the item within 3-5 business days of receipt
We may contact you if there are any issues with the return

Approval

If approved, we will process your refund
Refunds will be issued to the original payment method
You will receive a confirmation email when your refund is processed

Timing

Refunds typically appear in your account within:
- 3-5 business days for credit/debit cards
- 5-7 business days for PayPal
- 7-10 business days for bank transfers
International payment methods may take longer

Partial Refunds

We may issue partial refunds in the following circumstances:

Items returned in unsellable condition (up to 50% deduction)
Missing accessories or parts
Late returns (after 14 days from cancellation notice)
Items damaged during return shipping due to poor packaging

11. Shipping Costs for Returns

Faulty or Incorrect Items:

We will reimburse reasonable return shipping costs
Please keep receipts and we will arrange reimbursement
We may provide a prepaid returns label depending on the situation

Change of Mind Returns:

You are responsible for all return shipping costs
These costs are non-refundable
Original delivery charges will be refunded (standard shipping only)

International Returns:

Customers outside the UK are responsible for all return shipping costs, customs duties, and taxes
We recommend using a tracked international shipping service
Please mark the package as "RETURNED GOODS" to avoid customs charges

12. Exchanges

We generally do not offer direct exchanges. If you wish to exchange an item:

Option 1: Return and Reorder

Return the original item for a refund
Place a new order for the desired item
This is often the fastest method

Option 2: Request an Exchange

Contact us to see if an exchange is possible
If approved, you will need to return the original item
We will process the exchange once we receive and inspect the return
Any price difference will be charged or refunded as appropriate
Additional shipping costs may apply

13. Cancellations

Before Dispatch

You can cancel your order at any time before it is dispatched
Contact us immediately at eliteshorizon@eliteshorizon.co.uk
We will process a full refund within 14 days
No cancellation fees apply

After Dispatch

If your order has already been dispatched, you must wait to receive it
You can then return it following our change of mind returns process
You have 14 days from receipt to notify us of your cancellation

14. Consumer Rights Under UK Law

This policy does not affect your statutory rights under UK law. Key consumer rights include:

Consumer Rights Act 2015:

Goods must be as described, fit for purpose, and of satisfactory quality
You have 30 days to reject faulty goods and get a full refund
You have up to 6 years to claim for faulty goods (5 years in Scotland)

Consumer Contracts Regulations 2013:

14-day cooling-off period for online purchases
Right to cancel without giving a reason
Refund must include standard delivery costs

For more information about your consumer rights, visit:

Citizens Advice: www.citizensadvice.org.uk/consumer
Which?: www.which.co.uk/consumer-rights

15. How to Initiate a Return

To start a return, please contact us using one of the following methods:

By Email (Recommended)

Email: eliteshorizon@eliteshorizon.co.uk

Please include:

Your full name
Order number
Item(s) you wish to return
Reason for return
Photos (if relevant)

By Phone

Phone: +44 7782 262169

Phone Support Hours:

Monday – Friday: 9:00 AM – 5:00 PM (UK Time)
Saturday: 10:00 AM – 2:00 PM (UK Time)
Sunday: Closed
Bank Holidays: Closed

By Post

ELITE'S HORIZON LTD
Customer Service Department
56a Chapel Street
Chorley
Lancashire
PR7 1BS
United Kingdom

Please note: Postal returns will take longer to process. We recommend email or phone for faster service.

16. Contact Information

If you have any questions about our Return Policy or need assistance with a return, please contact us:

ELITE'S HORIZON LTD
56a Chapel Street
Chorley
Lancashire
PR7 1BS
United Kingdom

Email: eliteshorizon@eliteshorizon.co.uk
Phone: +44 7782 262169
Company Number: 16683211

Return Policy Summary – Quick Reference

Question	Answer
How long do I have to return an item?	14 days from receipt for change of mind; up to 30 days for faulty items
Who pays for return shipping?	You pay for change of mind; we pay for faulty/incorrect items
How long until I get my refund?	Within 14 days of receiving your return
Can I exchange an item?	Return and reorder is recommended
Are there non-returnable items?	Yes – perishables, personalised items, and hygiene products
Do I need to contact you first?	Yes – please obtain an RMA number before returning
What if my item arrives damaged?	Contact us within 48 hours with photos