Refund policy
Thank you for shopping with ELYORADESIGN™. We want you to feel confident when ordering from us.
This policy explains how cancellations, returns, refunds, damaged products and our 90-Day Satisfaction Guarantee are handled.
1. Cancelling an Order Before Dispatch
To cancel or change an order, contact us as soon as possible at:
Please include your order number and the email address used during checkout.
We will try to make the requested change, but cancellation cannot be guaranteed once the order has entered fulfilment or has been dispatched.
If your order has already been dispatched, you will need to wait for delivery and follow the return process below.
2. Your 90-Day Right to Cancel
Customers purchasing online may notify us that they wish to cancel and return an order within 90 days of receiving it, even when the product is not faulty.
After notifying us, you must return the product within a further 90 days.
To request a return, email:
Please include:
- Your full name
- Order number
- Email address used during checkout
- The product you wish to return
- The reason for the return, where you are happy to provide one
You do not need to provide a reason when exercising your statutory right to cancel.
3. Return Instructions
Please contact us before returning a product. We will provide the correct return address and instructions by email.
Do not return the parcel to the address shown on the original shipping label unless we specifically instruct you to do so. The original fulfilment or courier address may not be able to accept customer returns.
Returned products should be:
- Securely packaged to prevent damage
- Returned with the projector, slides, cable and other included components
- Accompanied by information that allows us to identify the order
We recommend using a tracked postal service and retaining proof of postage until the return has been completed.
4. Condition of Returned Products
You may inspect the product in the same way that you reasonably could in a physical shop.
Where a product has been handled beyond what is reasonably necessary to establish its nature, characteristics and function, we may reduce the refund to reflect any resulting loss in value, where permitted by law.
A deduction may apply where the product:
- Has been damaged through misuse
- Has missing slides, cables or other included components
- Has been modified or repaired without authorisation
- Shows excessive use beyond reasonable inspection
- Has been returned in a condition that materially reduces its value
This does not affect your rights where the product is faulty, damaged on arrival, incorrect or not as described.
5. Return Shipping Costs
For a standard change-of-mind return, the customer is responsible for the return postage cost.
ELYORA™ will cover reasonable return costs where we confirm that the product is:
- Faulty
- Damaged on arrival
- Incorrectly supplied
- Materially different from its description
Please contact us before paying to return a faulty or incorrect product so that we can provide the appropriate instructions.
6. Refunds
Once your return has been received and inspected, we will email you to confirm whether the refund has been approved.
Approved refunds will be issued to the original payment method.
For an eligible statutory cancellation, the refund will include:
- The price paid for the returned product
- The cost of the least expensive standard delivery option originally offered, where applicable
Any additional amount paid for express or upgraded delivery is not normally refundable.
Refunds will be processed within 90 days of receiving the returned product or acceptable evidence that it has been sent back, as applicable.
Your bank or payment provider may require additional time to display the refund in your account.
7. 90-Day Satisfaction Guarantee
Eligible purchases of the ELYORA™ Dream Projector are covered by our 90-Day Satisfaction Guarantee where this guarantee was displayed when the order was placed.
You may try the projector as part of your family’s bedtime routine. If you are not satisfied, contact us within 90 days of receiving your order.
To request a return under the guarantee:
- Email elyoradesign@gmail.com within 90 days of delivery.
- Include your order number and a brief explanation.
- Follow the return instructions provided by our support team.
- Return the projector and its included components.
Once the qualifying return has been received and checked, we will refund the purchase price of the returned product.
For returns made under the additional 90-Day Satisfaction Guarantee after the statutory cancellation period:
- The customer is normally responsible for return postage.
- Original delivery charges are not normally refundable.
- The guarantee does not cover deliberate damage, misuse, unauthorised modification, unsuitable power sources or missing components.
- The guarantee applies in addition to your statutory consumer rights and does not replace or restrict them.
8. Faulty or Defective Products
Products supplied by ELYORA™ must be of satisfactory quality, fit for their normal purpose and consistent with their description.
Contact us immediately if your projector:
- Does not function correctly
- Arrives damaged
- Is missing essential components
- Is materially different from the product ordered
- Develops a fault during normal use
Please email relyoradesign@gmail.com with:
- Your order number
- A description of the problem
- Clear photographs or a short video showing the issue, where reasonably possible
- A photograph of the parcel and shipping label if it arrived damaged
UK customers generally have a 30-day short-term right to reject qualifying faulty goods for a refund. After that period, repair, replacement, price-reduction or final-rejection rights may apply depending on the circumstances.
Nothing in this policy limits your statutory rights.
9. Damaged Products
Please inspect your order shortly after delivery.
Where possible, report shipping damage within 48 hours so that we can investigate promptly with the courier or fulfilment provider.
Please keep:
- The damaged product
- All packaging
- The shipping label
- Any included components
The 48-hour reporting request helps us investigate courier damage and does not remove any statutory rights you may have.
10. Incorrect or Missing Items
If you receive the wrong projector bundle or your order is missing slides or another component, contact us at:
Please include your order number and a photograph showing everything received.
Once the issue has been confirmed, we will arrange an appropriate replacement, refund or other solution at no additional cost to you.
11. Exchanges
We do not normally offer direct exchanges for change-of-mind returns.
You may return an eligible product for a refund and place a new order for your preferred bundle.
Where a product is faulty or incorrectly supplied, we may offer a replacement where appropriate and available.
12. Late or Missing Refunds
If you have received confirmation that a refund was processed but cannot see it:
- Check the original payment account.
- Contact your bank or card provider.
- Allow the provider’s normal processing period.
- Contact us if the refund still has not appeared.
Email:
Please include your order number and refund confirmation.
13. Refused, Unclaimed or Undeliverable Parcels
If a parcel is returned because it was refused, left unclaimed or could not be delivered due to an incorrect address supplied during checkout, reasonable shipping or return costs may be deducted from the refund where permitted by law.
Where the delivery problem was caused by ELYORA™, the courier or the fulfilment provider, the customer will not be charged for the resolution.
14. Contact Us
For cancellations, returns, faulty products or refund questions, contact:
ELYORA™
Email: elyoradesign@gmail.com
Please include your order number so we can assist you more quickly.