Refund & Returns Policy

1. Return window

Standard customers may return unused items within 30 days of delivery. Downpour members have 60 days and Stormproof members 90 days. Items must be unused, with tags attached and in original packaging.

2. Items that cannot be returned

• Hygiene, close-to-body or single-use items once opened or used (for example compressed towels once unsealed).
• Items showing use, damage or missing components not caused by us.

This does not affect your right to a remedy for faulty or misdescribed goods.

3. Faulty or incorrect items

If an item arrives faulty, damaged or not as described, contact support@elirooserlon.shop within a reasonable time. Under England and Wales consumer law you are entitled to a repair, replacement or refund. We cover return shipping for faulty or incorrect items.

4. How to start a return

Email support@elirooserlon.shop with your order reference and the items you wish to return. We will send return instructions. Please do not send items back before contacting us.

5. Refund timescale and method

Once we receive and inspect your return, we issue refunds within 5–10 business days to the original payment method via Stripe, in USD. Original shipping is refunded for faulty or incorrect items; for change-of-mind returns, original shipping is non-refundable and return postage is your responsibility unless you are a member with free returns.

6. Membership cancellations

Memberships are recurring subscriptions. You can cancel any time from your account or by emailing support@elirooserlon.shop. Cancellation stops future billing; access and benefits continue until the end of the current paid period. Part-used periods are not pro-rated except where required by law. See the Terms of Service.

7. Contact

ELITE ROOFING SERVICES (LONDON) LTD, 82 Rainham Road, Rainham, Essex, RM13 7RJ, United Kingdom. Email support@elirooserlon.shop, phone +44 7460362486.