Refund policy

Every Elemento piece is made to order, and many are personalised. This policy sets out plainly what can be returned and what cannot.

Catalogue pieces — 7 days

If you have bought a catalogue piece without personalisation, you may request a return within 7 days of delivery. The piece must be unused, unmarked, and returned in its original packaging with all fittings included.

Write to info@elementoedition.com first to be issued a return reference. Returns sent without one cannot be processed.

Return shipping for a change of mind is paid by you, and we recommend an insured, tracked service. Once the piece has arrived and been inspected, we refund the purchase price to the original payment method within 14 days. Original shipping charges, customs duties and import taxes are not refundable.

Personalised and bespoke pieces

Pieces carrying initials, a monogram or any other personalisation, and any bespoke or special-order commission, cannot be returned or refunded for a change of mind. They are made for one owner and cannot be offered to anyone else.

This does not affect your position where a piece is defective or wrongly supplied.

Orders not yet dispatched

A catalogue order can be cancelled at any point before dispatch, for a full refund. A personalised or bespoke commission can be cancelled for a full refund only before work begins; once materials have been cut, it cannot be cancelled.

Defects

Every piece is covered for one year from delivery against defects in materials and workmanship. If something is wrong, write to us with photographs and we will repair, replace or refund the piece, with return shipping at our cost.

Ordinary wear from use is not a defect. Leather darkens, develops patina and takes on marks with handling; this is intended. Full terms are set out in Care & Warranty.

Wrongly supplied pieces

If we send the wrong piece or the wrong specification, we cover collection and replacement in full. Tell us within 7 days of delivery.

How to start a return

Email info@elementoedition.com with your order number and, where relevant, photographs. Or call +971 50 269 2060.

Nothing in this policy affects your statutory rights under the consumer protection law of the United Arab Emirates.