We are happy to cancel your order for a full refund. Please contact us as soon as possible via e-mail (email@example.com) or telephone +44 (0)1274 731908 (Monday - Thursday: 9:30am - 6:00pm, Friday: 9:30am - 12:00pm) clearly stating your order number & your reason(s) for wanting to cancel your purchase. This only applies to orders that have not yet been dispatched.
If your order has already been dispatched you will need to return your order to us following our Returns Policy below.
Elite Perfumery Returns Policy
Returning item(s) for a refund
If you are not completely satisfied with your online purchase we will happily issue you a full refund for your order. You have 14 days from the date of receipt to return your item(s) back to us. All items must be returned in their original, unopened and unused. If this is adhered to we will issue a refund for your item(s) upon receipt.
Refund processing times may vary so please allow up to 21 working days for the refund to appear on your credit card or bank statement. Please note Elite Perfumery is unable to subsidise the costs of returning orders unless items are faulty. Please note, when granted a refund or exchange you are still liable for the shipping costs.
Returning items for an exchange
We do not currently offer exchange services. Please return your item and place a new order.
Returning Faulty Items
We take great care in maintaining a high level of quality control on orders being dispatched. However, if you do find a fault with your item please contact a member of our Customer Care Team via email or by telephone +44 (0)1274 731908 who will be happy to deal with your issue. You will be asked to provide your name, order number and a brief description of the fault. Customers have up to 14 days to return a faulty/damaged item.
Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs within three months of purchase. Please note refunds can only be issued once the manufacturer has verified the fault.
Where possible, we will offer to repair faulty items. If you would like to exchange your item please be aware that we are only able to do so subject to availability. You will receive a full refund if the item cannot be repaired or replaced.
Customer returns responsibility
Please be aware that you are responsible for the return of all items until we are in safe receipt. We recommend that you use an insured returns service for your protection. International orders must be clearly marked 'RETURN TO SENDER' as we are not liable for customs and duties back into the UK. In circumstances where the parcel is not marked as 'RETURN TO SENDER' we will contact you to advise you of customs and duties amount and request it be deducted from your account or refund.
Receiving an incorrect item
If you have received an incorrect item please contact a member of our Customer Care Team via email or by telephone +44 (0)1274 731908. Please have your order documents to hand as you will be asked to state your order number and the product codes.
Elite Perfumery Customer Care Team will advise how you should proceed with the return of your item. Upon receipt of your goods we will then process a full refund or exchange. Please note, until we are in receipt of your items they are your responsibility.
If an item delivered is proven to be incorrect or faulty we will reimburse any returns costs that you incur.
For all returns and exchanges, please send your items to:
ROLEX TRADING COMPANY
This Returns Policy does not affect your statutory rights and was updated on 21ST March 2019.