Return Policy
Return Policy
If for any reason your satisfaction is not guaranteed with the order received, please kindly contact us. At Elbury London our goal is to ensure that our customers are 100% satisfied with the products they have purchased from our suppliers. In the unlikely event that you are not satisfied, please do not hesitate to contact us so that our team can provide you with immediate assistance.
How can you return (part of) your order?
If you decide to return products to us within the 30-day cooling-off period, we will refund the full order amount within five business days of receiving the returned product. However, please note that return shipping costs are non-refundable.
Please follow the steps below to return your product(s):
Please send an email to info@elburylondon.com stating that you wish to return your order, or part of it.
Wait for a response from our customer service department to verify that we can accept your return.
If your return is accepted, please pack the product carefully and securely, preferably in the original packaging.
Send the package to the return address you received from our customer service.
Please let our customer service know the Track & Trace code.
Once the package is received and checked, we will refund the order amount of the returned products via the original payment method.
Unfortunately, the following products cannot be returned:
Sealed products with the seal broken.
Products that are custom made to the consumer's specifications.
Products that are of a personal nature.
Products that cannot be returned due to their nature.
Products in the “Beauty”, “Kids & Baby” and “Sports” categories cannot be returned.
Return Address:
The return address we use is from our supplier. Returns should be sent to:
Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District,
City: Ningbo
Zip code: 315100
Province: Zhejiang
Country: China
Cancellation of orders placed
Unfortunately, it is not possible to cancel your order. Our orders are processed directly in the system, so cancellation is not possible.
Damaged products upon receipt
What a pity! It may happen that your product has been damaged in transit. If you have received a damaged or wrong product, we kindly ask you to contact us within 30 days of receipt. After this period unfortunately the possibility of return expires.
To solve the problem as quickly as possible, please send us an e-mail with a photo on which the damaged part of the item is clearly visible. The most optimal photos show the damaged part on a flat surface, with the label and damage clearly visible. We use this information to assist you with your order and to avoid such errors in the future.
For damaged products, we offer a one-time replacement package and unfortunately cannot offer a refund. If on a second delivery the product is again damaged, we will refund the full purchase price.
For questions regarding damaged products upon receipt, please contact us at info@tenari.nl
Product faults or defects after use
How annoying! It may happen that a production error occurs after some time, involving a defect. In other words, the part is broken and no longer meets the standards set by the manufacturer. Please note that wear parts are excluded from manufacturing errors or defects. Wear parts include:
Drive belts
Batteries
Brake pads and discs, brake linings, brake drums
Chains, lamps, pignons, tires and hoses
Moving parts in the broadest sense of the word
For questions regarding production errors or defects after use, please contact us at info@tenari.nl
Delivery of wrong products
We make every effort to process all orders correctly. Nevertheless, it can sometimes happen that a mistake creeps in and we accidentally deliver the wrong product to you. Of course we will solve this problem for you and send you the correct order free of charge.
For questions regarding the delivery of wrong products, please contact us at info@tenari.nl.
Delivery in absence or post office
If a package is delivered to your door or dropped off at a post office, Tenari Amsterdam will be responsible for the cost. If the package is not accepted or not picked up at the post office, it will automatically be returned to the supplier. In that case, we reserve the right to deduct 100% of the order value from your refund.
Product damaged?
How annoying! We are sorry that your product was damaged during transport. We are happy to offer you a free re-packaging the first time, but unfortunately we cannot issue a refund. Should the product still arrive defective the second time, we will refund you the full purchase price.
Lost package?
If a package is lost or not delivered for logistical reasons, we will always send a new package before applying our refund and return policy.
Import duties
In certain cases, customs may check your package upon delivery. Unfortunately, we have no control over the changes in legislation that will apply from July 1, 2021. In some situations, customs may charge a small amount of import duty. However, we want to reassure you that in 99% of cases these charges do not apply. If customs charges do apply, please contact us.