Refund policy

Refund Policy

Last updated: 26 September 2026

We want you to be happy with your order. This policy explains your right to return products and how refunds work. It does not affect your statutory rights under UK consumer law.

1. 30-day returns
UK law gives you the right to cancel your order within 14 days of receiving it, without giving a reason. We extend this period to 30 days from the day you, or someone you nominate, receive your order. If your order arrives in multiple parcels, the period starts on the day you receive the last item.

2. How to return an item

  1. Email us at info@elskahouse.com within 30 days of receiving your order. Include your order number and the items you want to return. You may also use the model cancellation form below, but this is not required.
  2. We will reply with the return address and instructions.
  3. Send the items back within 14 days of informing us.

3. Condition of returned items
You may handle the product as you would in a shop to check its nature and characteristics. Please return items unused and, where possible, in their original packaging. If an item has been used beyond what is necessary to check it, we may reduce your refund to reflect the loss in value.

4. Return costs
Unless the item is faulty or we sent you the wrong item, you are responsible for the cost of returning it. We recommend using a tracked shipping method, because we cannot refund items that do not reach us.

5. Refunds
We will refund you within 14 days of receiving the returned items, or within 14 days of you providing proof that you sent them back, whichever is earlier. Your refund includes the original standard delivery cost. We refund you using the same payment method you used for your order, at no extra cost to you.

6. Exceptions
The right to cancel does not apply to:

  • sealed goods that are unsuitable for return for health protection or hygiene reasons, if they were unsealed after delivery;
  • items made to your specifications or clearly personalised.

7. Faulty or incorrect items
If your item is faulty, damaged or not as described, please contact us with your order number and photos. Your rights under the Consumer Rights Act 2015 include the following:

  • Within 30 days of delivery, you can reject the item and get a full refund.
  • Within 6 months of delivery, you are entitled to a repair or replacement. If this is not possible or fails, you are entitled to a refund. A fault that appears within this period is presumed to have existed at delivery, unless we can prove otherwise.
  • After 6 months, you may still be entitled to a repair, replacement or refund. In that case, you may need to show that the fault existed at delivery.

For faulty or incorrect items, we cover the return costs.

8. Model cancellation form


To: Modern Labs (Elska House), Drenthehof 149, 5709CL, Helmond, The Netherlands, info@elskahouse.com

I hereby give notice that I cancel my contract of sale of the following goods: [items]
Ordered on / received on: [date]
Order number: [number]
Name: [name]
Address: [address]
Date: [date]

9. Contact
Questions about a return? Email info@elskahouse.com.