Last Updated: September 2026

At ELO Basket, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Returns & Refund Policy below.

Return Eligibility

You may request a return within 14 days of receiving your order. To qualify for a return:

• The item must be unused and in its original condition.
• The item must be returned in its original packaging.
• All tags, accessories, and included items must be returned.
• Proof of purchase or order number must be provided.

Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns on the following items unless they are faulty or damaged:

• Opened pet food.
• Opened pet treats.
• Used grooming products.
• Personalised or custom-made products.
• Gift cards.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Please include:

• Your order number.
• A description of the issue.
• Clear photographs showing the damage or defect.

We will review the issue and arrange a replacement, exchange, or refund where appropriate.

Change of Mind Returns

If you wish to return an item because you changed your mind, you may do so within 14 days of receiving your order, provided the item remains unused and in its original packaging. Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly.

Refund Process

Once we receive and inspect your returned item, we will notify you regarding the status of your refund. If approved, your refund will be issued to the original payment method used for the purchase. Refunds are typically processed within 5–10 business days, depending on your payment provider.

Late or Missing Refunds

If you have not received your refund after the expected processing period, please:

• Check your bank account.
• Contact your card provider.
• Contact your bank, as processing times may vary.

If you still have not received your refund, please contact our customer support team.

Return Shipping

Customers are responsible for ensuring returned items are packaged securely. We recommend using a tracked shipping service for returns, as we cannot guarantee receipt of returned items without proof of delivery.

Contact Us

If you have any questions regarding returns or refunds, please contact us: Email: info@elobasket.co.uk Website: https://www.elobasket.co.uk