Last updated: 28 August 2026
At Arden Elaiza London Ltd, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may be able to return your product in accordance with this policy and applicable UK consumer law.
1. 30-Day Returns
We offer a 30-day return period for eligible products.
If you wish to return an item under our 30-day return policy, please contact us within 30 days of receiving your order.
To request a return, please contact us:
Email: arden@elaiza.co.uk
Phone: 07719132947
Please provide your order number and details of the product you wish to return.
2. Condition of Returned Products
Products returned under our 30-day return policy must be new, unused and in their original condition and packaging, where applicable.
For personal care, hair care and cosmetic products that are sealed for health or hygiene reasons, we cannot accept returns where the seal has been broken or the product has been opened or used, where this exclusion is permitted by applicable law.
This restriction does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.
3. Return Postage and Return Labels
For eligible returns under our 30-day return policy, Arden Elaiza London Ltd will cover the reasonable cost of return postage.
Where a prepaid return label is required, we will provide the customer with a return label to download and print at no cost to the customer.
Please contact us before returning an item so that we can provide the appropriate return instructions and return label.
Please do not send a return without contacting us first.
4. Faulty, Damaged or Incorrect Products
If your order arrives faulty, damaged or different from the product you ordered, please contact us as soon as possible.
Please provide your order number and, where possible, photographs showing the issue.
We will assess the problem and provide an appropriate remedy in accordance with applicable UK consumer law.
Depending on the circumstances and your statutory rights, this may include a refund, replacement or other appropriate remedy.
5. Refunds
Once we receive an eligible returned product, we will process the applicable refund within 14 days, where applicable under this policy and UK consumer law.
Refunds will normally be made using the original payment method used for the purchase.
Where UK consumer law requires a different refund timeframe, the legally required timeframe will apply.
6. Statutory Cancellation Rights
Nothing in this policy limits or excludes your statutory rights under UK consumer protection law.
For eligible online purchases, customers generally have a legal right to cancel within 14 days of receiving the goods.
After notifying us of the cancellation, the customer generally has a further 14 days to return the goods.
Where a statutory cancellation right applies, refunds will be processed in accordance with the applicable legal requirements.
Certain sealed personal care and cosmetic products may be excluded from cancellation rights once opened where this is permitted by law for health or hygiene reasons.
7. Original Delivery Charges
Where a statutory cancellation right applies, the standard delivery charge will be refunded in accordance with applicable UK consumer law.
Any additional amount paid for an upgraded delivery service may not be refundable where permitted by law.
8. Exchanges
We do not offer exchanges as a standard return option.
If a product is faulty, damaged, incorrectly supplied or otherwise covered by your statutory rights, we will provide an appropriate remedy in accordance with applicable UK consumer law. This may include a replacement where appropriate.
9. How to Return an Item
Please contact us before sending your return.
Once your return request has been accepted, we will provide the appropriate return instructions and, where applicable, a prepaid return label to download and print.
Please do not send a return to our address without contacting us first, as this may delay the processing of your return.
10. Return Address and Contact Details
Arden Elaiza London Ltd
23 Kennedy Avenue
Enfield, London
EN3 4PA
United Kingdom
Email: arden@elaiza.co.uk
Phone: 07719132947
11. Policy Updates
We may update this Refund and Returns Policy from time to time.
The latest version of this policy will always be published on this page.