Refund policy

The Elatheria Guarantee: Returns, Refunds & Warranty

Cancellations You can cancel an order at any time before it is dispatched. Where the law allows, orders for genuinely personalised items (for example, items embossed, debossed or engraved with your initials, a name or a logo) or items made to your own specifications (for example, a custom size) cannot be cancelled once we have started making them. Our standard designs are made to order, but that alone does not make them personalised: they can be cancelled before dispatch and returned as described below.

30-Day Returns Non-personalised items, including our standard wooden walking sticks, can be returned within 30 days of delivery for a refund. Items must be unused, in the condition you received them and in their original packaging, with proof of purchase. To start a return, email elatheria.shop@gmail.com and we will send you return instructions. Please contact us before sending anything back, so that we can identify your return when it arrives.

Return Shipping & Fees For change-of-mind returns, you pay the cost of sending the item back to us, unless we have agreed otherwise or the law requires us to pay it. We recommend a tracked service. We never charge a restocking fee.

Wooden Walking Sticks Our walking sticks are made to order. Standard designs can be returned within 30 days of delivery, unused and in their original packaging, on the terms above. The Regent can be ordered with or without up to 3 initials embossed on its leather wrist strap. A Regent ordered without initials has the same 30-day return terms as our standard designs. A Regent ordered with initials is a personalised item, so, where the law allows, it cannot be cancelled once production has started or returned for a change of mind.

Personalised & Custom Items Where the law allows, genuinely personalised items and items made to your own specifications cannot be returned for a change of mind. This never affects your rights if an item is faulty, damaged, incorrectly made, incorrectly personalised or not as described.

Faulty, Damaged or Incorrectly Made Items Please inspect your order when it arrives. If anything is wrong, contact us as soon as you can at elatheria.shop@gmail.com, with photos. If an item has a manufacturing fault, arrives damaged, or was made or personalised incorrectly by us (for example, with the wrong initials), we will put it right free of charge by repair, correction or replacement, or we will give you a refund where that is appropriate or required by law. Where the law requires it, we will also pay the cost of returning the item to us.

The Elatheria Lifetime Warranty (Damages & Issues) We stand behind the craftsmanship of every piece that leaves our workshop. Please inspect your order upon reception. If you notice any structural defects (such as hardware failure or stitching issues), contact us at elatheria.shop@gmail.com as soon as possible after you notice the issue.

Our Lifetime Warranty covers: Defects in materials (hardware snapping, leather tearing under normal use). Defects in workmanship (stitching unraveling).

Our Warranty does not cover: Cosmetic wear and tear (scratches, scuffs, or softening of leather). Natural patina development (darkening of leather over time). Water damage or damage caused by misuse/neglect.

Note on Leather: Full-grain leather is a natural material. Small scars, insect bites, or variations in grain are not defects; they are the hallmarks of authentic hide.

Sale Items We cannot accept change-of-mind returns on sale items or gift cards. This does not affect your rights if a sale item is faulty.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Customers in the UK and the European Union As well as our 30-day returns, you have a legal right to cancel your order within 14 days of the day you receive it, without giving a reason. To do so, tell us by email at elatheria.shop@gmail.com, then return the item unused within 14 days of telling us. You pay the direct cost of returning it. This legal right does not apply to genuinely personalised items or items made to your own specifications. Separately, if goods are faulty, damaged or not as described, you have rights under consumer law, including repair, replacement or a refund. These rights also apply to personalised items.

Customers in the United States Our 30-day return policy applies to all non-personalised orders. Faulty, damaged or incorrectly made items are covered as described above. Any warranty rights you have under the law of your state are not affected.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at elatheria.shop@gmail.com.

Your Statutory Rights Nothing in this policy affects your statutory rights as a consumer.