RETURNS AND REFUNDS POLICY
Last updated: 1 August 2026
Important: Returns are not free of charge. Unless the product arrived damaged, defective or incorrect, the cost of return shipping is the responsibility of the customer.
CAN I RETURN MY ORDER?
Yes. If you are not satisfied with what you received, you have 30 calendar days from the date of delivery to request a return.
For a return to be accepted, the product must meet the following conditions:
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Include all parts, accessories and the original packaging in which it arrived.
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Be unused and in the same condition in which you received it. Damage or breakage caused by negligent handling is excluded.
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For products where hygiene is relevant, the item must have been properly cleaned before being returned.
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In the event of a manufacturing defect or damage during transit, you must notify us as soon as you become aware of it (see the “Damaged, Defective or Incorrect Products” section).
We reserve the right to refuse returned items if they show signs of use or damage for which Eleanor Elegance is not responsible. If we refuse a return, we will explain the reason to you in writing.
HOW TO RETURN YOUR ORDER, STEP BY STEP
Do not send any product back before contacting us.
Our products may be dispatched from different warehouses, and the sender’s address shown on your parcel is not necessarily a returns address.
If you send a parcel to that address without first contacting us, we may not be able to receive it, track it or process your refund.
Email us at support@eleanorelegance.com with the subject line “Return”.
Please include:
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Order number
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Full name
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Reason for the return
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Photographs of the product in the event of damage or a defect
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Your address
We will respond within a maximum of 3 business days with return authorisation, the exact address to which the product must be sent and the relevant instructions.
Send the product to the address provided, preferably using a shipping service that provides a tracking number, and share the tracking number with us.
The return address is provided in this way — rather than being published directly on this page — because it may vary depending on the product and the warehouse from which it was dispatched. This allows us to ensure that your parcel is sent to the correct location.
The relevant return address will always be provided to you in writing by email before you send the product.
RETURN SHIPPING COSTS
The cost of return shipping is the responsibility of the customer, except where the product arrived damaged, has a manufacturing defect or is not the product that was ordered.
In these cases, Eleanor Elegance will cover the applicable return shipping cost.
Where return shipping is the customer’s responsibility, we recommend using a tracked shipping service so that delivery of the returned parcel can be confirmed.
REFUNDS
Once we receive the returned product, we will inspect its condition and notify you of the outcome within a maximum of 7 business days.
If the return is accepted, we will process the refund within 14 calendar days of confirming acceptance.
The refund will be issued using the same payment method used for the original purchase, unless we expressly agree another method with you, at no additional cost from our side.
The time it takes for the refunded amount to appear in your account will depend on your bank, financial institution or card issuer.
Please note that the original charge may appear on your statement under the name of the company or payment provider responsible for processing our payments. The refund will be issued through the relevant payment method.
ORDER CANCELLATIONS
If you wish to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or handed over to the courier, we may be able to cancel it and refund the relevant amount.
If the order has already left the warehouse, it may no longer be possible to stop the shipment. In this case, you will need to wait until you receive it and then request a return in accordance with this policy.
CANCELLATION RIGHTS UNDER NEW ZEALAND CONSUMER LAW
Your rights as a consumer are protected by applicable New Zealand consumer law, including the Consumer Guarantees Act 1993 and, where applicable, the Fair Trading Act 1986.
Nothing in this Returns and Refunds Policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under New Zealand law.
A general change of mind does not automatically give you a statutory right to a refund under New Zealand law. However, Eleanor Elegance provides the commercial 30-day return policy described above, subject to the conditions set out in this policy.
Where a product fails to meet the guarantees required by applicable New Zealand consumer law, you may be entitled to a remedy depending on the nature and seriousness of the issue.
To contact us regarding your consumer rights, email:
Please include your order number and sufficient information for us to identify your purchase and understand your request.
CONSEQUENCES AND STATUTORY REMEDIES
Where you are entitled to a remedy under applicable New Zealand consumer law, we will provide the appropriate remedy in accordance with our legal obligations.
Depending on the circumstances, this may include repair, replacement, refund or another remedy required by law.
Any refund due will normally be issued using the same payment method originally used for the purchase, unless another method is expressly agreed.
Your statutory rights under New Zealand law are separate from and in addition to the 30-day commercial return policy offered by Eleanor Elegance.
DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS
If your order arrives damaged, has a manufacturing defect or you receive a different product from the one you ordered, please contact us as soon as possible at:
To help us resolve the issue, please include:
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Your order number
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A description of the problem
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Photographs or video of the product
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Photographs of the packaging, where relevant
Once we have reviewed the issue, we will inform you of the available options based on the circumstances and applicable New Zealand law.
If the return is required because you received a damaged, defective or incorrect product, you will not be responsible for the return shipping cost.
In certain circumstances, we may ask you to return the product. If the return is due to an error on our part, damage during transit or a product defect, we will cover the applicable return shipping cost.
CONTACT AND ENQUIRIES
For any questions, requests, complaints or enquiries relating to returns, cancellations or refunds, you can contact us by email:
COMPANY DETAILS
NEVER GOING BROKE AGAIN LTD
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Email:
support@eleanorelegance.com
Eleanor Elegance is an online store operated by NEVER GOING BROKE AGAIN LTD and serves customers in New Zealand.
We provide customer support exclusively by email. We receive messages every day and respond on business days (Monday to Friday), normally within 48 business hours.
Reference time zone: New Zealand Time (NZST/NZDT, as applicable).
If you are not satisfied with our response, you may seek further information or assistance from the relevant New Zealand consumer protection authorities or dispute resolution services.