Refund Policy

This Refund Policy explains how cancellations, returns, and refunds work for orders placed on Eliteverse Hub. It forms part of our Terms & Conditions. Nothing in this policy limits your mandatory statutory rights under UK, US, or other applicable consumer law.

1. UK / EEA consumers — 14-day cooling-off period

If you are a consumer in the United Kingdom (or EEA countries with equivalent rules), you generally have the right to cancel most online orders within 14 days of receiving the goods, without giving a reason.

• Notify us clearly within 14 days (email or contact form, including your order number).
• Return the goods within 14 days of notifying us, in a reasonable condition.
• You normally pay return shipping unless we state otherwise or the item is faulty / not as described.
• We refund within 14 days of receiving the returned goods (or proof of return), to the original payment method where possible. We may reduce the refund if goods are diminished in value by handling beyond what is necessary to inspect them.

Statutory exceptions may apply (e.g. sealed goods unsealed after delivery where not suitable for return for health or hygiene reasons, personalised goods, or goods that deteriorate quickly).

2. Order cancellation before dispatch

• Before fulfilment starts: Contact us as soon as possible. If the order has not been processed or passed to a warehouse/supplier, we will cancel it and issue a full refund.
• After fulfilment or shipping has started: Cancellation may no longer be possible. You may still use the cooling-off right (UK/EEA) or the return options below after delivery.

3. Faulty, damaged, or incorrect items

If you receive a product that is damaged, defective, not as described, or the wrong item:

• Contact us within a reasonable time (we ask for 14 days of delivery where practicable) with your order number and photos or video of the issue.
• We will arrange a replacement, repair, or refund as appropriate under applicable law (including the UK Consumer Rights Act 2015 for UK consumers, and equivalent US state consumer protections where they apply).
• Return shipping for validated quality issues is typically covered by us once approved.

4. US customers — voluntary returns

For US customers, in addition to any rights under state law, we offer the following where the product is unused and in original condition:

• Contact us within 14 days of delivery to request a return authorisation.
• Return shipping for change-of-mind returns is usually at the customer’s expense unless we agree otherwise.
• Once we receive and inspect the item, approved refunds are issued to the original payment method.

This voluntary policy does not reduce any non-waivable rights under the law of your state.

5. Non-returnable items

Unless the law requires otherwise, the following are generally not eligible for return once delivered and accepted:

• Items damaged by misuse or normal wear after delivery
• Goods returned incomplete, without original packaging, or in unsellable condition (except for proven defects)
• Personalised or made-to-order products, unless faulty
• Sealed items that have been unsealed where hygiene or health rules prevent resale
• Digital content once supply has begun with your prior express consent, where applicable

6. How to request a return or refund

1. Contact us via the Contact page or your account dashboard with your order number.
2. State whether you are cancelling under the cooling-off right, reporting a defect, or requesting a voluntary return.
3. Attach photos/video for damaged, defective, or incorrect items.
4. Wait for our instructions before posting anything back, unauthorised returns may not be refunded.

7. Refund method and timing

• Approved refunds are made to the original payment method whenever possible.
• After we approve and (where required) receive the goods, processing typically takes 5–14 business days, depending on banks and payment providers.
• Original outbound shipping charges are refunded when required by law (e.g. UK cooling-off for the cheapest standard delivery rate we offered) or when the error is ours. Otherwise they may be non-refundable.

8. Lost or severely delayed packages

If tracking shows no progress for an extended period, or the carrier confirms loss, contact us. We will investigate with our logistics partners and, where appropriate, offer a replacement or refund.

9. Chargebacks and payment disputes

Please contact us before raising a dispute with your bank or card issuer so we can resolve the matter quickly. We remain committed to fair resolution under applicable consumer law.

10. Changes

We may update this policy from time to time. The “Last updated” date at the top reflects the current version.

11. Contact

Refund and return requests: Contact us.