Refunds & Returns

Etills Ltd aims to always provide high quality Goods that are fault free and undamaged. On occasion however, Goods may need to be returned. Returns are governed by these Terms and Conditions.

1. If you receive Goods which do not match those that you ordered, you should contact Us within 14 calendar days to arrange collection and return. You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. We are fully responsible for paying shipment costs. Goods must be returned in their original condition with all packaging and documentation. The packaging does not need to be unopened. Refunds will be issued within 14 calendar days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

2. If Goods are damaged in transit and the damage is apparent on delivery, you should reject the goods or sign any applicable delivery note to the effect that the Goods have been damaged. To return the damaged Goods, please contact Us within 2 working days to arrange collection and return. We are fully responsible for paying shipment costs. You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

3. If any Goods you have purchased have faults when they are delivered to you, you should contact Us within 14 calendar days to arrange collection and return. You will be given the option to have the Goods replaced or to be refunded through the payment method used by you when purchasing the Goods. We are fully responsible for paying shipment costs. Replacements will be issued upon Our receipt of the returned Goods. Refunds will be issued within 14 days and in any event no later than 30 calendar days after receipt of the returned Goods and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

4. If any Goods you have purchased develop faults within 21 calendar days of delivery, you may be entitled to a replacement but not a refund. In order to arrange for such a replacement you should contact Us within the 21 calendar day period to arrange collection and return. We will assess the Goods and alleged faults upon receipt and if We (at Our sole discretion, acting reasonably and in good faith) determine that the fault is not a result of
mistreatment by you (deliberate, negligent or otherwise), We will issue replacement Goods at no additional cost to you. If no fault is found, you will be liable for any return delivery charges and may be liable for our labour expenses at a rate of £15 per hour.

5. If any Goods develop faults beyond 21 calendar days from delivery but within their warranty period, you are entitled to a repair or replacement under the terms of that warranty. When Etills Ltd is not a party to such warranties you may be asked to contact the manufacturer of the Goods directly.

6. If you are a consumer based within the European Union, you have a statutory right to a “cooling off” period. This period begins once your order is complete and ends 14 calendar days after the Goods have been delivered to you. If the Goods are delivered to you in instalments, the 14 calendar day period begins on the day that you receive the final instalment. If you change your mind about the goods within this period, please inform Us within 14 calendar days of receipt. Goods must be returned to Us within 14 calendar days of the day on which you inform Us that you wish to return the Goods. You are responsible for paying return shipment costs if Goods are returned for this reason. Refunds will be issued no later than 14 calendar days after you inform Us that you wish to cancel under this provision and will include standard delivery charges. We regret that additional costs such as express delivery and gift-wrapping cannot be refunded.

7. Etills Ltd may not be able to accept returns under the cooling off period of the following types of Goods and/or taking into account the following circumstances:

7.1 Goods made to your specifications or that have been personalised;
7.2 Goods which are liable to deteriorate or expire rapidly;
7.3 Goods which are sealed for health or hygiene reasons that have been unsealed after delivery;
7.4 Goods which are, after delivery, according to their nature, inseparably mixed with other items;
7.5 Goods consisting of audio or video recordings or computer software (including games) in sealed packaging
where the seal has been broken after delivery.
7.6 Any use or enjoyment that you may have already had out of the Goods beyond handling them to the extent
necessary to establish the nature, characteristics and functioning of them (such as you would, for example,
handle a display item in a shop). Please note that opening packaging does not prevent you from returning
Goods unless the Goods fall under sub-Clauses 7.3 or 7.5 and in any event does not include the opening of
delivery packaging, only the packaging of the product itself.