Return and Refund Policy

1. How Our Fulfilment Works

At Elm Harlow, we believe in being upfront about how orders reach you. To keep our lighting collection accessible and fairly priced, we work with an international fulfilment partner based in China, who handles storage, quality checks, and dispatch on our behalf.

This means that for standard returns (such as change of mind), items are shipped back to this international location. Return shipping costs for these cases are the customer's responsibility, and we recommend using a tracked shipping service — we're not able to take responsibility for items lost in transit without tracking.

If something goes wrong on our end, it's on us. If you receive a faulty, damaged, or incorrect item, you won't pay a penny to return it. We'll sort out a replacement or full refund directly, at no cost to you.

2. The Essentials

3. How to Return Something

Email us at support@elmharlow.com within 30 days of receiving your order, with your order number and reason for return. Items need to come back unused, undamaged, and in their original packaging.

Once approved, we'll send you clear instructions on where and how to send it back.

4. Refunds & Cancellations

Refunds are issued to your original payment method within 5–10 business days of us receiving and checking your returned item. You'll get an email once it's processed.

Cancellations are only possible before an order has been processed or shipped — email us as soon as possible if you need to cancel. Once an order has shipped, our standard return process applies instead.

5. Your Legal Right to Cancel

Separately from our 30-day policy, UK consumer law gives you the right to cancel your order within 14 days of delivery, no reason required. This right stands regardless of our own return terms.

6. Get in Touch

• Email: support@elmharlow.com
• Phone: +44 20 7581 3877 (Mon–Fri, 9:00 AM – 5:00 PM GMT)
• Address: 26 Waverton St, London W1J 5PY, United Kingdom