please note these terms & conditions are for consumers for business/distributors terms may not apply and you will need to contact you rep
If you’re not happy with your purchase, for any reason, we offer a 14 day no-quibble returns and refund policy.
Unlike many of our competitors, we’ll even come and collect it, at a time and place that’s convenient for you. A collection fee will apply and postage fee will not be refunded
Exchanges
You can exchange your product for another up to 14 days after receiving it. Simply call us on 0121 726 3300 or send us a email and we’ll arrange for a courier to collect the returned item(s) or send you a prepaid returns label. We’ll also be happy to arrange for any alternative items to be sent to you.
**Collection & redelivery fees may apply.
Damaged goods
Whilst all our products pass strict quality standards, on very rare occasions you may find an item arrives damaged.
Please make sure you inspect your goods before signing for your delivery, sometimes internal damages may not be noticed on delivery inspection therefore must be reported within 24 hours of receipt, images and proof will be requested in order to assess the damage before any replacements are authorised. Once the damage has been confirmed, we’ll ensure it’s replaced free of charge, and with the minimum of fuss.
if a item arrives damaged in transit please reject the delivery and do no sign for the delivery and report this to us immediately
Made-to-order items will be inspected with you by our team upon delivery.
Return of faulty goods.
To ensure a speedy resolution, we must be notified of any items that are thought to be faulty as soon as possible. We cannot accept responsibility for any loss or damage suffered or incurred as a consequence of failure or delay in reporting defects promptly.
Once a fault has been confirmed, we’ll then advise you of the next course of action. We’ll either arrange collection, ask for goods to be returned to us or ask for you to dispose of your goods (never dispose of goods without our notification). After inspecting your goods, we do ask that any damage be reported as soon as possible to ensure a quick and effective resolution.
The remedy available to the purchaser (or where relevant, the first end user) once the fault has been confirmed, under this standard guarantee is the right to have any products replaced. Eludora.co.uk will only be responsible for any repair work which arises as a direct consequence of a manufacturing defect in the product(s). We will not be responsible for, or have any liability to pay for, any losses (financial or otherwise) that are not directly associated with the manufacturing defect that causes you to claim under this standard guarantee.
Charges
Exchanging a product within 14 days of purchase
- If you're exchanging a product within 14 days of purchase, you will have to pay the costs associated with the return, although you will still have to pay the delivery cost for your new item where applicable.
Returning a product for refund within 14 days of purchase
- If you’re returning a product for a refund within 14 days of purchase you will be required to pay the transportation costs associated with return. This will depend on the size, weight and type of item(s) being returned.
Just a few things to note
- With unwanted items we're more than happy for you to unpack and inspect your items but if you have used or installed your products we won't be able to offer you a refund. Paint must be returned unopened.
- Returned items should be in resalable condition and packaged in their original packaging or, where this isn't reasonably possible, packaged in a condition suitable for transport by our couriers.
- We can't accept returns in person at our warehouse.
- We'll always try to issue refunds as soon as possible and, at most, within 14 days of receiving your returned items.
- Made-to-order products are not included in either our 14 day returns policy or our 14 day exchange policy, and can only be returned if faulty or not made to the specification given at time of ordering.
- Your statutory rights are not affected.
Our returns address
MS Ceramics ltd, 8 Holyhead Road, Handsworth, Birmingham, B21 0LT
If you have any further queries about returning an item, please call us on 0121 726 3300 or click on the online chat button.
Delivery Information
Delivery Timings
Most items listed on our store include an estimated delivery time however these cannot be guaranteed. All estimates are based on a Monday to Friday excluding Bank Holidays work week, starting the next working day after the Order is accepted. Numerous factors such as traffic, weather conditions as well as stock shortages may impact the estimated / stated delivery time we sincerely apologise in advance if you are affected by this and we will try our best to avoid anything like this. In some cases where items are not currently in stock, or only available via pre-order, an expected date is shown, where it is possible to provide a date, however in some circumstances this may change. Until the specific items are back in stock, all dates are estimated and can change at any time.
Free Delivery and Surcharges
During promotional periods we offer free UK mainland delivery on most (not all) of our products listed in the store, this is with the exception of a number of items that are only eligible for free delivery in certain postcodes. UK mainland meaning England, Wales and most parts of Scotland. The Scottish Highlands, Northern Ireland and other islands are not eligible for free delivery. If a delivery charge is required for a purchase, it will be highlighted prior to completing an Order, and the relevant charge will be applied to the total at the Checkout stage however at times you may be contacted before we process your order with an amended invoice if you are unhappy with the charges we will provide a full refund. Charges are calculated per delivery and not per Order, so multiple delivery charges may be applied in certain circumstances.
Delivery Details
Due to the large amount of orders we have on a daily basis, our deliveries are managed and delivered by third party carriers; in most cases this will be a specialist courier service or a vehicle from the affiliated supplier, because of this we are unable to guarantee that we will meet any special delivery instructions requested when placing an order, however we promise that we do endeavour to do so where possible. Please note that an order with multiple items may be subject to deliveries from numerous carriers, and so we are unable to guarantee that all items will be received at the same time, or on the same day, however we always try to ensure they are where possible. If someone is not present to accept the delivery, adequate notice of 24 hours must be provided to us by the customer to allow us to re-schedule the delivery. We reserve the right to charge for any re-deliveries as a result of the customer not being able to take the delivery.
Receiving Deliveries
Our deliveries are a single person road side service. Where required, the customer should arrange for help to unload their goods during delivery, and/or for storing them adequately after the delivery. The customer should conduct a short visual inspection, ensuring that all expected items are there. The delivery should be received, inspected and signed-for by the delivery contact nominated on the Order. Once the delivery is signed the responsibility of those items is passed on to the customer. Therefore, we strongly recommend performing a full inspection of the items immediately upon delivery.
Inspecting Delivered Goods
We strongly suggest that the customer performs a full inspection as soon as possible to determine whether any items are missing, damaged, incomplete or faulty. In the unlikely event that this is the case, the customer must notify us within 24 hours of receiving the delivery. In cases where all of these conditions have been adhered to, we will arrange replacement goods for you at no extra charge. Collection of certain damaged items - such as broken glass may not always be possible, so the customer may be asked to dispose of these items for safety reasons.
Installing Delivered Goods
We advise against booking any installation person / builder / plumber etc. to install items until you are in receipt of the entire order of goods, and it has been checked. As mentioned above, any delivery times given are estimates and cannot be guaranteed, therefore we cannot be held responsible for any losses. Do not try and install any damaged or faulty items, and leave them in their original packaging where possible, again please notify us within 24 hours.
Returns & Refunds
Returning Goods
If you are not satisfied with your purchase or you bought the item in error you have the right to cancel your order with us within 7 days from date of delivery for credit or a refund. Please note that whilst we accept returns, there is a 25% charge as well as the initial shipping cost therefore it is imperative that the customer ensures that the product is exactly what is required before placing an order. It is your responsibility to return goods in pristine condition in its unopened, original packaging. The customer will be responsible for the cost of the return and the safe return of the goods back to us. If you do not return goods within 7 days after you have informed us that you wish to cancel your order, The return request will be closed and the refund will not be issued. There is no exception to the 25% Restocking Charge.
Damaged Goods
Once the goods are delivered and signed for, they become the customer’s responsibility. Any damage caused in transit to the goods or incorrect goods supplied must be noted on delivery of the order. Goods MUST BE CHECKED upon receipt. On the rare occasion, damages can occur in transit. If you believe it to be broken, then please DO NOT SIGN for it. The driver will return it to us; we will then promptly dispatch a new replacement. The customer must inform us of any transit damage (which has not been signed for) within 24 hours of delivery. We will not be held responsible for broken or missing parts after this timeframe.
Checking for damages and informing us
For small item deliveries that arrive from couriers the customer must agree to open all boxes and thoroughly check goods for damage on the day of delivery and notify us of any damage within 24 hours of the delivery. If we are not notified of damage within 24 hours, we are unable to claim from the manufacturer nor the carrier. You agree to indemnify us in full for any losses we suffer as a result of your failure to notify us within 24 hours. For bulky deliveries that arrive on pallets you agree to check the goods for damage before signing the driver’s delivery note. If you sign for the goods, without checking them, you the customer are accepting that the goods arrived in good condition and as a result later claims for damages will not be considered. If someone else is signing for the goods on your behalf you agree to advise them that the goods must be checked and you accept full responsibility for any loss or damage if they sign on your behalf and fail to check. You agree to indemnify us in full for any losses we suffer as a result of you the customer accepting goods and signing a delivery note without thoroughly checking the goods for damages.
Signing for deliveries
Unfortunately in most cases items require signing for and cannot be left in a safe place, if no one is available to sign for the delivery your item will be returned and resulting in a re-delivery charge and if you wish to cancel a cancelation charge will be applied accordingly.
Our returns address
The address may vary depending on the warehouse it has been dispatched from so please email or call us to get a confirmation.